Fix the “We Found an Error” Issue in Outlook Customer Manager



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Outlook Customer Manager, an integrated add-on for Office 365 Business Premium subscribers, is designed to enhance customer relationship management within Outlook. However, users may occasionally encounter an error message stating, “We found an error. Something unexpected has happened and we cannot move on now. Please close this section and try again later.”

If you’re facing this issue, here are some steps to resolve it:

Verify Your Subscription and Outlook Version

Before proceeding with any troubleshooting steps, it’s crucial to ensure that your subscription includes Outlook Customer Manager. Additionally, your Outlook should be updated to meet the minimum version requirement.

  • Check your Office 365 Business Premium subscription status to confirm that the Outlook Customer Manager feature is available.
  • Update your Outlook to at least version 1611, build 7521.2072, which is necessary for Outlook Customer Manager to function correctly.
  • To check your Outlook version, open Outlook, go to the File menu, click on Office Account, and view the version information under About Outlook.

Check Add-in Installation

The Outlook Customer Manager add-in should be installed automatically for Office 365 Business Premium subscribers. If you’re not seeing the add-in, there are a few steps you can take to verify its installation.

  • If the Outlook Customer Manager options are not visible in the Outlook ribbon, it may indicate that the add-in has not been installed correctly.
  • Contact your administrator to ensure that the add-in is installed on your system.
  • Administrators can verify the installation by checking the admin center and ensuring that the add-in is enabled for your user account.

License Assignment

Having the correct license assigned to your account is crucial for accessing Outlook Customer Manager.

  • Sign in to your Microsoft Online account to check if the Outlook Customer Manager license is assigned to you.
  • To manage add-ins:
    1. Go to the General section after signing in.
    2. Select Manage add-ins.
    3. Scroll down to find the Outlook Customer Manager Add-in.
    4. Check if the Outlook Customer Manager is turned on. If it’s not, select the checkbox to enable it.
  • If the license is not assigned, you may need to contact your administrator to assign it to your account.

Clear Browser Cache

Clearing the browser cache, especially for the outlookapps.com website, can often resolve issues related to Outlook Customer Manager.

  • Instructions for clearing cache in Internet Explorer:
    1. Open Internet Explorer and click on the gear icon to access ‘Settings’.
    2. Select ‘Internet Options’ and navigate to the ‘General’ tab.
    3. Under the ‘Browsing history’ section, click on ‘Settings’.
    4. Go to ‘Caches and databases’.
    5. Delete cache files for the website outlookapps.com.
  • This process can help remove any stored data that might be causing the error in Outlook Customer Manager.

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Restart Outlook

A simple restart of the Outlook application can sometimes fix minor issues and errors.

  • Close Outlook if it is currently running.
  • Open Task Manager by right-clicking on the Start menu and selecting ‘Task Manager’.
  • In Task Manager, find Microsoft Outlook in the list of running applications and end the task to ensure it is completely closed.
  • Reopen Outlook as you normally would and check if the issue persists.

Uninstall and Reinstall Outlook

If the problem with Outlook Customer Manager continues, uninstalling and then reinstalling Outlook may be necessary.

  • To uninstall Outlook:
    1. Go to the Start menu and locate the Outlook application.
    2. Select ‘Uninstall’ from the options.
    3. Follow the prompts to complete the uninstallation process.
  • To reinstall Outlook:
    1. Open the classic version of Outlook for Windows.
    2. In the top corner, find the toggle to ‘Try the new Outlook’.
    3. Select this toggle to download and switch to the new Outlook for Windows.
  • Note that reinstalling Outlook can help refresh the application and eliminate any corrupt files that might be causing issues.

Safe Mode and Add-ins Check

Starting Outlook in safe mode can help identify if add-ins are causing issues.

  • Steps to start Outlook in safe mode:
    1. Press Windows key + R to open the Run dialog box.
    2. Type ‘Outlook /safe’ and press Enter.
    3. If Outlook opens without the error, it suggests an add-in may be causing the problem.
  • To manage add-ins:
    1. Go to the File menu in Outlook.
    2. Select Options, then click on Add-ins.
    3. Under the COM Add-ins section, disable all add-ins.
    4. Restart Outlook and enable add-ins one at a time to identify the problematic one.

Create a New Profile

If the above methods don’t resolve the issue, creating a new Outlook profile might help.

  • Steps to create a new Outlook profile:
    1. Close Outlook and go to Control Panel.
    2. Click on ‘Mail’, and then select ‘Show Profiles’.
    3. Click ‘Add’ to create a new profile and follow the prompts to set it up.
    4. Once the new profile is created, select it as the default profile.
    5. Restart Outlook and check if the issue with Customer Manager is resolved.

Seek Further Assistance

If you’ve tried all the above steps and still encounter issues with Outlook Customer Manager, it may be time to seek further assistance.

  • Contact Microsoft Support for more in-depth troubleshooting and assistance.
  • Provide them with details of the steps you’ve already taken and any error messages you’ve encountered.
  • Microsoft Support can offer tailored solutions based on your specific setup and the issues you’re experiencing.


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