Use case
Resolve common Outlook issueswith endpoint context.
Outlook tickets pile up because they all look the same on the surface and diverge wildly at the cause. GenticFlow inspects profile, OST, search index, autodiscover, add-ins, and connectivity on the real endpoint, then fixes the deterministic cases and escalates the rest with evidence.
Outlook version: 2401 (build 17231.20194)OST size: 18.4 GB (90% of profile limit)Search indexer: Windows Search service stoppedIndexed items: 12,847 (expected: ~210,000)Add-ins loaded: 7 (3 unsigned)Autodiscover: succeeded (1.2s)
The problem
Outlook is the support category that never goes away.
Search not working. Cant send. Stuck in offline. Calendar missing. Each one needs a different diagnostic path and each one currently consumes a technician slot. The fixes are usually well-known but the triage is the work, and the triage is identical to what the endpoint can already report.
How GenticFlow investigates
Endpoint context attached before a technician opens the ticket.
The AI engineer pulls live evidence from the affected endpoint, correlates against fleet baselines, and produces a root-cause hypothesis with the steps it would take next.
Profile and connection state
Verify autodiscover, mailbox connection, cached mode status, MAPI subsystem health, and active credentials.
OST and PST integrity
Check OST size against limits, fragmentation, last sync state, and pending changes. Flag corruption indicators.
Search indexer state
Windows Search service status, indexed item count vs. expected, paused or rebuilding state, scope coverage.
Add-in interference check
Loaded add-ins, signing status, load time impact, crash history. Detect known-bad add-ins from the safe list.
Run the targeted remediation
Rebuild OST, restart Search service, force index rebuild, disable a problematic add-in, or recreate the profile based on the actual root cause.
Verify with a real test
Test send and receive, run a search for a known recent message, confirm result count is plausible against mailbox size.
What gets fixed without a technician.
The high-volume deterministic Outlook problems get resolved end-to-end with verification before close.
What gets escalated and why.
Tenant-level, license, and security issues route to the right team with the full diagnostic packet.
Explore related
Other ways teams use GenticFlow.
Each page walks the live investigation path against a real ticket so you can compare patterns across categories and stacks.
FAQ
Common questions.
Specific answers for service desk and operations teams evaluating this workflow.
Does this require admin access to the M365 tenant?
Endpoint-side diagnostics and remediations work with local endpoint privileges. Tenant-level investigation requires read-only Graph API access, which is optional and only used for the additional context.
What about Outlook on Mac or the new Outlook?
Windows Outlook (classic) is fully supported today. New Outlook and Mac coverage is rolling out incrementally. The escalation path always works regardless of the client.
How does it handle signatures and rules during a profile rebuild?
Signatures, AutoComplete cache, and client-side rules are exported before the rebuild and restored automatically after the new profile syncs.
Can we approve the more invasive fixes manually?
Yes. OST recreation and profile rebuild can be set to require approval per environment, while lighter actions like restarting the search service run automatically.
Stop running OutlookFix.bat by hand.
See it triage a real Outlook ticket, identify the actual cause, and run the verified remediation against the live endpoint.