After viewing the Outbox, messages won't send

Last reviewed on May 8, 2014

If you view the Outbox while messages are waiting to be sent, the messages are marked as read and won’t send.

This is caused by a Net framework add-in you have installed that ‘reads’ Outlook items, including the Send to OneNote from Outlook PowerToy add-in, BCM (Business Contact Manager), and more recently, the iCloud add-in installed by iTunes. A list of other add-ins known to cause this behavior is listed below.

Antivirus/security software is often the culprit as it is looking for viruses and spam. Disable add-ins installed by the security software to solve.

iCloud is quickly passing Anti-virus add-ins as a frequent cause. It’s installed by iTunes and if you are not using syncing with an Apple device using iCloud, you can disable it. Apple also installs two additional add-ins (Change Notifier and Outlook Add-in) that are not needed if you don’t sync with an Apple device. If you are using iCloud, avoid viewing the Outbox and switch to another folder before re-sending messages you opened from the Outbox. See Outlook and iCloud 2: What you need to know for the more information.

To send the affected messages, you’ll need to open the message, then switch to a different folder before clicking Send on the message. Do not go open the Outbox until after the messages are sent.

To identify the add-in that results in this behavior:

If using Outlook 2003: Look in Tools, Options, Other, Advanced, Com add-ins. Disable the add-ins and re-enable them one at a time and test.
Outlook 2007: Look in Tools, Trust Center, Add-ins.
Outlook 2010: File tab, Options, Add-ins.
Outlook 2013: File tab, Options, Add-ins.

Click the Go button to disable com addinsClick Go button at the bottom of the dialog to disable add-ins. Select Disabled Add-ins from the dropdown menu to re-enable add-ins.

Since BCM and possibly other add-ins are not listed in the COM add-in list, check

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins

HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins

If using Windows 7 or Vista 64-bit, addins are in the following HKEY_LOCAL _MACHINE key.

HKEY_LOCAL _MACHINE\Software\WOW6432Node\Microsoft\Office\Outlook\AddIns

When you use a 64-bit OS, some add-ins are listed under both HKEY_LOCAL_MACHINE locations. Check the HKEY_LOCAL _MACHINE\Software\WOW6432Node path first but if its listed in both locations, you may need to set LoadBehavior to 0 in both locations.

Export the keys then change the LoadBehavior value to 0 to disconnect an add-in. Restart Outlook and test.

If you need a quick tutorial on editing the registry, see How to Edit the Registry

Applications responsible

The following is a list of some of the applications which are reported to cause message to be marked as read. If you use these or any other add-ins, check for a newer version or an update – newer versions of some of these applications will not cause problems. If the problem is caused by the newest version, disable or uninstall the addin.

  • iCloud addin. used to sync with Apple devices. Disable if you are not using it to sync.
  • AVG (Free version tested) – disable avgoutlook.Addin. Set LoadBehavior 0. (From “Thunderbird“: you need to disable two keys for avgoutlook.Addin when using 64-bit Windows 7)
  • Bitdefender Internet Security
  • Symantec Endpoint Protection
  • Social Connector with Outlook 2007

If you are using one of these older applications, look for a newer version:

  • iTunes Outlook Addin
  • ICQExpress (COMAddin), installed as part of ICQ
  • Business Contact Manager (BCM)
  • Send to OneNote from Outlook PowerToy
  • Outlock
  • Outlook Backup Add-in
  • Sierra Wireless Outlook Integration – disable in the registry. It’s listed at HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\ SwiOutlookInt.Addin
  • ONFOLIO
  • Timeslips add-in
  • Attensa for Outlook. Check for upgrade: newer versions not affected.
  • Cisco Meetingplace plug-in
  • MindJet Mind Manager 6. Disable the add-in in the registry – the key is Mindjet.Mm6OutlookLinker.AddIn.2
  • Google desktop “search your own computer”, specifically because it searches the mail
  • ScanSoft PDF Converter Outlook Addin
  • Norton AntiSpam Outlook Plugin
  • Norton Internet Security
  • AIM Sync
  • LinkedIn Outlook Toolbar
  • Salesforce
  • Upshot Outlook integration
  • MS CRM 3.0 Outlook Add-in
  • Xobni – Upgrade to the newest version of Xobni.
  • Auto-Mate
  • RingCentral Add-in
  • DesktopSMS.Addin
  • ABBYY PDF Addin

More Information

If your mail won’t send and it’s not the problem described above, other possible causes are:

  • Authentication problems: Are you logging on to the mail server correctly?
  • No default mail account. If you can reply to messages but not send new message, check the account settings and make sure one is set as default. When you use a configuration script created by your mail provider or import accounts, an account is not always set as default.

See Email Won’t Send – Common Causes for more information.

Written by

Diane Poremsky
A Microsoft Outlook Most Valuable Professional (MVP) since 1999, Diane is the author of several books, including Outlook 2013 Absolute Beginners Book. She also created video training CDs and online training classes for Microsoft Outlook. You can find her helping people online in Outlook Forums as well as in the Microsoft Answers and TechNet forums.

Please post long or more complicated questions at Outlookforums.

59 responses to “After viewing the Outbox, messages won't send”

  1. B Bradby

    Thanks a million. I found an add-on that had been inserted into my Outlook 2007 when I had downloaded a free trial version of a pdf-word converter programme a few weeks ago. Removing that seems to have solved the problem.

  2. Shamsul

    I can't send my email, goes to outbox, massage comes smtp or password not correct, could you help me please. Thankyou

  3. Linda

    The information given above is too technical for me. When I follow the instructions to go to Tools, none of what it says I will find, can I find. The websites do not help because I do not understand. I STILL can not get my email to "send" and therefore get it out of outlook. Also, a network password box keeps poping up--I do not know why, or how to get rid of it. It interferes with everything !!!!

  4. Matt

    I had the same issue and found out that the add-in called NetPhone Addin caused my issue. This Add-in was found in my SysWOW64 directory and I think it related to Toshiba Call Manager.

  5. Gary

    Thanks. You can add to the list of culprits the Evernote COM addin. I disabled it and the problem was resolved on Outlook 2003.

  6. Lorrie

    Thank you! I disabled a couple of MS Exchange ad-ins out of Outlook 2007 (I don't need to use Exchange) and also the iTunes and iCloud add-ins -- and it worked! It is sending.

    Not sure about adding the Apple ones back in yet. Just glad I got it to send again out of my Outbox and not keep the message in there, looking like a 'read' email. No errors, nothing. Not a problem with the server, test messages were sending fine.

    So frustrating.Disabling these add-ins worked for me, thanks again!

  7. mark

    Problem solved

    disable the iCloud add in on O2010

  8. steve fryatt

    I just had this problem and was nervous about editing the registry so uninstalled software starting with iTunes but still had the problem. I finally solved it by removing Apple's iCloud executable that runs continuously in background (installed via iCloudSetup.exe) I use Outlook2003.

  9. John Passarella

    I just had the same problem. Date: None in outbox if I viewed the folder with a message in there that hadn't been sent yet. Tried trial and error. Was hoping it was Norton Anti Spam since that takes forever to load anyway, but it turned out to be iCloud add-in. Tried iTunes first. Same issue. Disabled iCloud and it works again.

  10. Luis

    My problem: some messages would be marked read, in Outlook 2007, and would not send. I uninstalled iCloud and problem solved!

  11. heathclifff

    I've had this problem for weeks, and it was driving me nuts. I finally decided to figure it out. You gave me the answer. I disabled iCloud add-in, and my mail is now sending. What is iCloud add-in for?

  12. J Lewis

    adobe contribute's add-in caused it in my OL 2003.

  13. brishel001

    Excellent information, in my case the problem was the "Apple.DAV.Addin" addin. I changed the load behavior from 3 to 0, restarted outlook and this resolved the issue. Thank you!

  14. Lynda

    Thanks a million Diane - you're a gem! Problem solved - I disabled the icloud and one note add-ins, plus in the process got rid of the social networking thingy that was driving me nuts! Keep up the good work!

  15. fpdave

    removing iCloud fixed it for me (had to start outlook as admin tho!)

  16. Thomas

    Changed the Load Behaviour value for my Anti Virius program and now emails don't open in Outbox when it's opened. Thank you for this great fix. Program to add to the list you already have is Bitdefender Internet Security 2013

  17. Andrea

    Thanks for the information! I "unchecked" the iCloud add-in that downloaded when iTunes updated on my computer and it worked like a charm! I NEVER would have figured that out without this information. THANKS!!!

  18. Graeme

    Thanks - your work around worked. You're a legend!

  19. Sander

    thank you !!!

    i Had this problem and i do want emails to go through my outbox before being sent every 20 minutes. it seems that the icloud addin was causing the problem because problem over after disabling the addin.

    was very annoying so thanks for the tips.

  20. MichaelDuturbure

    I have disabled all the addins....and still I am having this problem. I am only having it on one profile of my outlook (my main one) and it started a few days back.

  21. SDK

    Thank for writing this article! I disabled the 'iCloud' add-in and the delay delivery feature now works. Many thanks!

    Stupid Apple!

  22. Surachai

    Do you have any solution to fix this problem without disable iCloud add-in?

    Our user need to use iCloud add-in to sync with his apple devices?

  23. Eric

    Hi, I solved the same problem this way (I had 100 email waiting to be send while working on a plane...) : I select one, then I click FORWARD (the recipient name populate automatic), then click SEND. I delete the file that stays in my Outbox.

    EASY

    Eric

  24. Alan Mayo

    Thanks, so much, installed Icloud the other day and later realised that I was getting erratic behaviour when sendig email from my outllook account. Any email that I saved before sending, and any replies I was sendijng remained in the outbox with the draft icon. Disabling the icloud outllok add in has dealt with that. But do I need that add in in order for Outlook to synch my calendar with icloud?

  25. miquel

    Thanks! In my case it was Outlook 2010 with iCloud add-in

  26. dsmarine

    Great information, thanks for sharing.

  27. wschloss

    Hi, this info looks very helpful but a bit of clarification if you don't mind. When I look at the Outbox I don't open the individual messages, and my preview window is not turned on (in fact it can't be turned on for Outbox, unlike other folders the option is not available), and the messages are still clearly marked as unread. If I do or do not then go to a different folder, and hit send, the messages won't go. In all other instances it works perfectly. (Outlook 2010, Win 7, lots resources). I am not on Exchange but do have iCloud and AVG, and don't wish to disable either.

  28. wschloss

    Sorry, PS, the workarounds above DO work and if that's what I have to do for a while, then so be it. But it is pretty annoying, and I hope for a "permanent fix." Thanks for your help!

  29. Jonathan

    I am trying to disable an add in in outlook ( teamviewer meeting add in) which I suspect might be a problem , but I get a message saying that only an administrator can disable the add in. I am the administrator and only user on my laptop. How do I solve this?

  30. C Malmgren

    Thank you for the help. I-cloud add-in was the source of my problem. The fix for me was to remove the i-cloud feature from the "control panel> programs and features" since I wasn't using it anyway.

  31. lisaskil

    You are a life saver... This bug was absolutely driving me nuts and it seemed to be fairly recently introduced. I am glad I am not going crazy and this really was an issue!

  32. 409industries

    Excellent post. I had been banging my head against the wall wondering why one of our execs could not send email via their Exchange account in Outlook 2010. Only on this one particular computer (a home PC) turns out that the iCloud add-in was the culprit. Once disabled, email was sending again!

  33. kenysevenken

    Tnx!!!! this really did the trick, you nailed it!

  34. TOM MARCH

    Finally fixed! It was the Add-in btmoffice.Connect. I set the behavior value to 0 in the registry and Office emails send again. Thanks.

  35. priestlylotusMichael

    Thank you - icloud was the culprit.

  36. Larry

    Hurray! This has been bugging me for over a year now. Turns out iCloud was the problem. Re-opening the messaging, changing the viewed folder, then re-sending the message is the workaround that works for me.

  37. Wallie

    Well I uninstalled the i-cloud and am thankful in telling you it solved my issue. Tanks again

  38. Nizam

    I am using Out Look Express 07 for e-mails. I have settled an accout and it was correctly, but now a days when I am trying to send any files it is not moving from the out box while the reciever it is recieving. Can anybody help me on this issue?

  39. arie_kel

    Excellent help. Turned out to be the iCloud add-in I installed recently (part of Apple update)

  40. Shabana Ahmed

    In our case the issue is happening with our custom Outlook Add In, How do we fix the Add In code to not mark the mails as read?

  41. Luismi

    Many Thanks! It happens to me with Add-In "SugarCRM", just for you to add to your list. Once I disabled it, it worked again. But I need it, so I have to enable it again, and just avoid looking in the Outbox...

  42. Susie

    Thank you sooo Much!! Icloud was the culprit.

  43. Carl

    I set the icloud to zero in the add-ins. no change. I have this intermittent issue where sometimes my outlook 2007 on windows 7 will not send the message in the outbox. Sometimes it is when I am wifi on Comcast and it is not comcastic. Other times it is on my own isp, NWI.net. The current one is a recall the message, message that will not send, nor can I open it in the outbox.

    My accounts are an Outlook.com using MAPI, as POP didn't send either and was worse. My other two are POP/SMTP accounts. My outlook connector is connected. This recall is on the outlook.com account message.

    I don't use any antivirus other than Windows Essentials. Is this just MIcrosofts way of getting me to buy Outlook 2013?

  44. oorsini

    Thanks this fixed my problem of email getting stuck in outbox!
    I disabled the Norton AntiSpam Outlook plugin (this was likely problem) and Winzip ZipSend.

  45. Eric

    Ran into this with Cisco's Click to Call. I was able to bypass the issue without disabling the add-in by removing the add-in's button from the Outlook ribbon. The other functionality of the add-in still works.

  46. Tom

    This totally helped. I have my Outlook configured to keep message in Outbox until I hit "Send-Receive". If I edit it in the Outbox the "Date" gets set to "None". When I am ready to send it for sure, I just have to click "Send" on the message again, which changes the "Date" to "Today". However, starting yesterday hat wouldn't work - the "Date" would still be "None" even if I hit "Send". By following the instruction above to "navigate to another folder before hitting "Send" it resolved the problem.

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