Microsoft 365 Outlook errors

Hi JeanneK,

It sounds like Outlook is still trying to load a missing data file (“outlook express.pst”), and the Charter accounts are now attached to a duplicated or mis-mapped .pst (the “(1)” suffix). That combination can also break delete actions in the local .pst.

Please try these steps in order (test after each):

1.) Confirm mail is arriving on the server

Sign in to Charter/Spectrum webmail and check if new messages are there. If webmail has new mail but Outlook does not, the issue is local to Outlook on this PC.

2.) Remove the broken “outlook express.pst” reference from the Outlook profile

• Close Outlook
• Control Panel > Mail > Email Accounts > Data Files
• Find the entry pointing to the missing “outlook express.pst” and remove it if Outlook allows. If it is marked as default, set a valid data file as default first.

3.) Make sure the Charter .pst is not read-only

• Close Outlook
• File Explorer > right‑click the Charter .pst you are using > Properties
• Ensure “Read-only” is unchecked and your Windows user has write permission. This can directly cause “can’t delete” symptoms.

4.) Run Inbox Repair Tool on the exact .pst currently attached to the Charter account (especially the one showing “(1)”)

Close Outlook

Open SCANPST.EXE (Inbox Repair Tool) from: C:\Program Files (x86)\Microsoft Office\root\Office16

Browse to the Charter .pst that Outlook is using right now > Start > Repair If it still reports errors, run it again until it completes cleanly.

For Reference: Repair Outlook data files (.pst and .ost)

5.) If deletes still fail, rebuild the Outlook profile (best reset for profile-level corruption)

Control Panel > Mail > Show Profiles > Add

Re-add the accounts, and ensure each Charter account points to the intended .pst (not the missing one).

6.) Recheck Charter/Spectrum server settings (in case something changed last week)

Compare your incoming/outgoing settings with Charter/Spectrum’s published settings (IMAP/SMTP ports, SSL, authentication).

Note: You do not need to move to the new Outlook to fix this. Classic Outlook remains the supported path for many .pst workflows.

For Reference: Export to a .pst (classic Outlook)

If you run into any step that blocks you (for example, you cannot remove the missing data file entry), tell me what you see on the Data Files tab and I will help you choose the safest next move.

Follow these steps in order, testing after each major step:

1. Run the Inbox Repair Tool again on the active .pst
   • Close Outlook.
   • Run scanpst.exe specifically against the .pst file currently attached to the Charter account (the one shown in Outlook’s Account Settings → Data Files for that account, including the one with “(1)” if that is what’s in use).
   • Let it complete and repair any errors it finds.
   • Restart Outlook and test deleting messages.
2. Repair the Outlook profile Corruption in the profile can cause issues like not being able to delete mail even when the .pst is repaired.
   • Use the guidance in “Fix your Outlook email connection by repairing your profile” from the article referenced below.
   • If repair does not help, create a new Outlook profile and re-add:
     • Both Charter accounts (pointing each to the correct .pst if needed), and
     • The Outlook.com accounts.
   • Start Outlook with the new profile and test send/receive and delete.
3. Start Outlook in Safe Mode to rule out add-ins
   • Press the Windows key.
   • Type outlook.exe /safe and press Enter.
   • In Safe Mode, try deleting messages from the Charter inbox.
   • If deletion works in Safe Mode, an add-in is likely interfering; disable add-ins in classic Outlook and re-enable them one by one to find the culprit.
4. Repair the Office/Outlook installation
   • Use the “Repair an Office application” steps from the referenced article.
   • After the repair completes, restart Windows, open Outlook, and test again.
5. If the Charter accounts still cannot receive or delete mail
   • Verify with the ISP (Charter) that the POP/IMAP server settings and ports are still correct and that the mailbox is not full or blocked.
   • If the provider has changed ports or security (for example, similar to the POP port change described in the Mac scenario in the context), update the account settings in Outlook accordingly.

If none of the above resolves the issue, backing up the existing .pst files and then creating a completely new profile with fresh .pst files for the Charter accounts (letting Outlook create new data files and leaving the old .pst only as an archive) is the next step.

References:

• I can't send or receive messages in Outlook
• I can’t start Microsoft Outlook or receive the error “Cannot start Microsoft Outlook. Cannot open the Outlook Window”
• Outlook is using a temporary email and I cannot receive emails - Microsoft Q&A
• Why am I not able to receive emails which I used to on my outlook mac. I can send emails without any issues. - Microsoft Q&A
• What to do when Outlook will not open on my PC? - Microsoft Q&A