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Richard
Richard, Software Engineer
Category: Microsoft Office
Satisfied Customers: 33891
Experience:  Over 15 year experience resolving Microsoft Office Issues
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I have been using Outlook 2013 year without too much

Customer Question

I have been using Outlook 2013 for a year without too much trouble this morning it stopped an gave this message C:\Program Files (x86)\Common Files\Microsoft Shared\Office15\mso.dll is either not designed to run on windows or it contains an error.
Submitted: 1 year ago.
Category: Microsoft Office
Expert:  Richard replied 1 year ago.
Thank you for your question, my name is ***** ***** I look forward to assisting you.
Please note, a rating is only needed when we are finished.
Can you tell me the version of windows you are using please?
Customer: replied 1 year ago.
7 professional
Expert:  Richard replied 1 year ago.
Thank you
Can you close all programs.
Click start, control panel, uninstall a program.
Click on office, click change then repair.
Choose online repair, let this complete and once done, restart the computer and tell me if outlook then opens.
I can also do these steps for you, and have made a request via Additional Services. This is optional, and if you choose to do this, I can, with your permission, remote into your computer while you watch and do all these steps (and deal with any problems that arise during them) for you. Or if you do not choose to take this service, we can continue here. This is no problem at all. Just let me know please.
else Let me know the results please
Customer: replied 1 year ago.
didn't work
Expert:  Richard replied 1 year ago.
Did it complete the repair?
Customer: replied 1 year ago.
yes the repair finished and then restarted but Outlook still brings up same error messages
Expert:  Richard replied 1 year ago.
ok, but did you restart the computer?
Customer: replied 1 year ago.
yes
Expert:  Richard replied 1 year ago.
ThanksClose all programsClick start, type in outlook.exe /safe Press enterDoes outlook then open or same error?
Customer: replied 1 year ago.
same error messages - I agree to you taking over the computer
Expert:  Richard replied 1 year ago.
ok, accept the offer and then I can please.
Richard, Software Engineer
Category: Microsoft Office
Satisfied Customers: 33891
Experience: Over 15 year experience resolving Microsoft Office Issues
Richard and 3 other Microsoft Office Specialists are ready to help you
Expert:  Richard replied 1 year ago.
Thank you
Can you go to www.teamviewer.com
Click on Download for Free
Download and install the program and give me the ID and Password ***** please so I can connect
Do not close the program but leave it open else I will not be able to connect
Thank you
Customer: replied 1 year ago.
teamviewer is open on my computer my ID 120 264 288 password *****
Customer: replied 1 year ago.
what next?
Expert:  Richard replied 1 year ago.
connecting now
Expert:  Richard replied 1 year ago.
It says the password ***** ***** can you double check it please
Customer: replied 1 year ago.
Sorry got two wrong way round 8930
Expert:  Richard replied 1 year ago.
connecting
Customer: replied 1 year ago.
I have done everything recommended - still not working
Expert:  Richard replied 1 year ago.
ok, then we will need to do a resintall.
Go to control panel and click on office and click uninstall.
Let this complete then restart the computer.
Install Office again like you did when you first received it and tell me if Outlook then opens please.
Let me know the results please
Customer: replied 1 year ago.
I have no idea now where I downloaded the program from
Customer: replied 1 year ago.
it was about a year ago and yet in programs it seems to have modified last week -not by me...
Expert:  Richard replied 1 year ago.
ok, if they were modified last week, then this may have caused the issue so we can then do a system restore and try to resolve it this way.
Close all programs.
Click start, and type in
system restore
press enter
Follow the onscreen steps and perform a restore using the restore date before this modification occurred and when outlook last worked.
Let it complete and tell me if outlook then functions please.
Customer: replied 1 year ago.
I have to go out - for a while when are you off?
Expert:  Richard replied 1 year ago.
I am off in 2 hours but back here in 12 hours so we can continue then as well, thats no problem.
Customer: replied 1 year ago.
Hi Richard,
I've tried system restore on several dates and it won't restore
Customer: replied 1 year ago.
Outlook still giving the same message
Expert:  Richard replied 1 year ago.
Whats the message you get when the restore fails?
Customer: replied 1 year ago.
Unable to restore to previous point you settings are unchanged or something like that
Expert:  Richard replied 1 year ago.
ok, your going to need to do a reinstall.
To uninstall it go to start, control panel, click on Office and click uninstall
Then restart the computer
Once done, go to www.microsoftstore.com and sign in iwth the account you used when purchasing office.
Then download and install it again and it should now function.
Let me know the results please
Customer: replied 1 year ago.
Are you sure I bought 2010 a long time ago and Outlook 2013 more recently
Expert:  Richard replied 1 year ago.
Am I sure of what sorry?
Customer: replied 1 year ago.
If I uninstall Office I will be uninstalling Office 2010 which I want to keep
Or should I just uninstall Outlook 2013?
Expert:  Richard replied 1 year ago.
just uninstall 2013
Customer: replied 1 year ago.
its gone - I can't find the order on the website
Expert:  Richard replied 1 year ago.
It would never dissapear, it is there always.
possibly you used another account? Else then you purchased it from somewhere else.
Try to find the email that confirmed the purchase.
Customer: replied 1 year ago.
Your Order and Billing Information:
Order Number:(###) ###-####
Order Date: 23 November 2014
Customer: replied 1 year ago.
But it says now there was no order
Expert:  Richard replied 1 year ago.
ok sorry but that can mean anything.
You need to obtain it again from the place you purchased it from.
Probably you used a different account.
you best to call microsoft on (0)344(###) ###-####and find out

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