Help – 2024 outlook upgrade not going well

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I just upgraded from Office Professional 2010 to Office Home & Business 2024, but….

Word, Excel, Powerpoint all work fine, Outlook failed to connect to Gmail and in trying different solutions may have messed up and dont know how to fix.

What I did:

Purchased Office HB 2024 at BestBuy.  Per the sales receipt went to office.com/setup entered the product key and the software was added to my Microsoft account.  I clicked the “Install” (did not un-install office 2010).  Install completed with NO errors.  Started Word, then Excel, then Powerpoint, each time opening a document with no issue.  Then I tried to open Outlook but it failed to connect to GMAIL with the error

I have 2 PST files for email server connections, one for Gmail and one for ATT.net.  I also have a PST on my local drive I copy all emails that I want to keep into.  The ATT.net connected with no issue and receives emails.

I deleted the Gmail profile but get the same above error trying to create a new Gmail profile.

I then noticed in Control Panel I have two Mail profiles:

The “Mail (32-bit)” profile is the office 2010 profile and still has the default Gmail account.  The “Mail (Microsoft Outlook) (32-bit)” profile is the new Office 2024 and only now has the ATT.net account and is the default.

Both “Mail” profiles on the General tab says “the following profiles are set up on this computer: Outlook”.

I am assuming my problem is Windows created duplicate profiles and Gmail would not allow a duplicate connection.

I dont want to dig a deeper hole and corrupt the registry, so it is time for help.

Since I deleted the Gmail profile from the “Mail” profile used by Office 2024, How do I fix this?  Should I delete one of these Windows 11 profiles and if so, which one (or both?)?  Do I need to un-install and re-install Office 2024?

Thanks

 

 

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Hi WSkjgcsmith,

Take a look at this

Install and use different versions of Office on the same PC

https://support.microsoft.com/en-au/office/install-and-use-different-versions-of-office-on-the-same-pc-6ebb44ce-18a3-43f9-a187-b78c513788bf

I think you might have to uninstall Office Professional 2010 and just keep one office setup which would be Office Home & Business 2024

You may even have to uninstall both, then just reinstall Office Home & Business 2024

Make a good backup before you start

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I have an “Automatic Restore Point” from 24 hours prior to activating and downloading Office 2024.  I also have a copy of my PST files I made just prior to installing Office 2024.

IF I restore to the prior day “Restore Point”, will this update Microsoft or do I need to UNINSTALL Office 2024 first, then do the “Restore”.

After the restore I will uninstall the old Office 2010 before downloading/installing Office 2024.

Thanks

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Hi WSkjgcsmith,

See what Microsoft say about System Restore

https://support.microsoft.com/en-au/topic/what-is-system-restore-a9d1b33f-1df9-e0f2-8aa3-d904cd940ee4

If you are doing a restore see where you end up. You can always uninstall Office 2024 and re install if you have to.

Just for future. The best thing you could do was to take a full system image backup at the time, then if something does not go well you can restore and go at it again.

As this would have then given you the chance uninstall office 2010 then just install office Office 2024.

I don’t personal like Microsoft system restore as it is not a true step back in time and still leaves some digital crap around from the restore.

You cant beat a full clean system image back up

Hope all goes well…

 

2 users thanked author for this post.

WSkjgcsmith, PKCano

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Thanks Sudo, interesting about System Restore, I will begin using Image Backups.  That being said, I have Outlook 2024 working but had to use a Microsoft Registry fix https://answers.microsoft.com/en-us/outlook_com/forum/all/outlook-set-of-folders-cannot-be-opened-unable-to/8267f2f9-035d-4926-a16e-50c965ec8c35

For others who get into this upgrade pickle, here are my successful steps:

Back up my documents and pictures (will use Image Backup going forward)

Uninstall Office 2010

Reboot

Sign into Microsoft account and download my Office H&B 2024

Click on downloaded file to begin Install

After Install completed successfully I pinned each app to my taskbar

select Outlook from taskbar

Outlook tried to auto connect to Gmail using the old profile and failed with the error “Outlook – set of folders cannot be opened”.  I searched microsoft for the fix in the link above.  Per the fix, I deleted the “Outlook” profile in the 2016 folder.

Rebooted

Restarted Outlook and the Auto Connect worked connecting my new Outlook 2024 to my Gmail account.

I then “Added” a new profile for my ATT.net email and it also worked perfectly.

Hope this helps anyone else who runs into this upgrade issue.

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