New Outlook

[johnrobert]

Client launched new Outlook, thinking it was normal Outlook, the icons are almost the same, she proceeded to put in her email and password did not go beyond that. I don't really know what she did to screw things up
I remoted in, old Outlook Gmail is not working, her ISP POP account is there, but no emails
I did not want to delete her Gmail, since if it did not work, she would be even more freaked out, all her mail gone.
I created a new profile, tried setting up Gmail would not work. it works in browser, so everything is correct.

Today I am going to try Office 2016 repair if that fails will uninstall and reinstall Office
She is a busy realtor, just want to get her up and running, then get a new computer.

Her Outlook icon was removed from the taskbar and replaced with the new Outlook; she had no idea

 

[britechguy]

New Outlook on a machine that has either Office or Outlook standalone 2016 is likely the free "Outlook for Windows" rather than having any connection to Outlook Classic.

As a side note, Office/Outlook 2016 goes out of support in October. That client would be well-advised to either update to Office 2024 or Microsoft 365 before all the work goes into fixing the situation or as part of that work.

 

[britechguy]

BTW, I would log in to her Gmail via its webmail interface an check what shows up in terms of access type(s) in the Forwarding and POP/IMAP settings. It's almost guaranteed that the access method is IMAP and IMAP only, but even if it allowed both POP and IMAP (as really old accounts do) if IMAP was on, all of her mail remains there and will re-download in any email client set up to use IMAP access for that account.

Loss of messages is almost certain to be a non-issue.

 

[johnrobert]

Thanks

I did an online repair of office, but it is still not working
Tried a system restore, something I hate doing on-site. It took 40 minutes, but there was no change. Finally, I removed the 2016 installation and installed 2021 Gmail was successful.

I forgot IMAP and IMAP only, but that was not causing the problem. I thought a port was corrupted or something. I installed Thunderbird to test, and it worked. I know she would hate Thunderbird

Thanks again