User's not able to preview any images and can't preview documents in new outlook

Aaron Rumampouw 0 Reputation points
2026-09-04T03:49:23.5733333+00:00

With new outlook, a user is not able to preview images, whether it be in the signature or anywhere. They also are not able to preview any documents or download them, whether it be pdf, word, excel. But they can do it in classic outlook and web outlook. It seems that only new outlook is the problem, I tried to clear the outlook cache as well as give it a restart but nothing worked. This only happened recently and they were able to do it previously.

Outlook | Windows | New Outlook for Windows | For business
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  1. Elena-VH 1,325 Reputation points Independent Advisor
    2026-09-04T04:20:32.7+00:00

    Dear Aaron Rumampouw,

    Since image previews, document previews, and file downloads are working correctly in both Classic Outlook and Outlook on the web, the issue appears to be specific to the New Outlook client.

    To help narrow down the cause, could you please confirm:

    • Is the affected user the only person experiencing this issue, or are multiple users impacted?
    • What happens when they try to preview an image or document? Do they receive an error message, a blank preview pane, or does nothing happen at all?
    • Are the files stored in Exchange email attachments, OneDrive, SharePoint, or all locations?
    • Does the issue affect all attachment types (PDF, Word, Excel, images), or only specific file types?

    In the meantime, here are some steps I recommend you try:

    Step 1: Sign out of New Outlook and sign back in.

    Step 2: Disable any third-party security software, web filtering, DLP, VPN, or antivirus add-ins temporarily and test again. New Outlook relies heavily on web-based services to render attachments and images.

    Step 3: Repair and Reset New Outlook:

    Close Outlook > Open Windows Settings > Apps > Installed apps > Find Outlook (new) > Select ... > Select Advanced options > Try Repair first, then Reset.

    If possible, please try removing and reinstalling the New Outlook application. To do this, go to Settings > Apps > Installed apps, locate Outlook (new) > click the three dots next to it and then click the Uninstall option > restart the computer. Then you can reinstall it from the Microsoft Store. For reference: Start using new Outlook for Windows

    I hope the information is helpful. If you have any questions or if I have misunderstood anything, please feel free to reach out. I'm looking forward to your update.

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