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Outlook 2013 Folder Pane Disappears After Installing September 2013 Public Update

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Update: https://blogs.technet.com/b/office_sustained_engineering/archive/2013/09/26/september-2013-out-of-band-office-release.aspx

This issue has been corrected with an update described in the link above, and has been delivered as an automatic update via Microsoft Update. If you are still experiencing this issue, please re-run Microsoft Update, check for updates, and ensure you are on the latest versions of each package.

Shortly after publishing the September Public Update, we received notifications of a potential issue with Outlook 2013 after installing the non-security update KB2817630. Based on those reports we immediately removed the patch from Microsoft Update - within 3 hours of its release. If you haven’t already downloaded or installed the patch, you will not have these problems or be offered the problematic patch.

In contrast to what has been reported, MS13-068 is not the cause nor is it affected by this issue.

This blog post will describe the problem and explain how to fix it.   It also reminds users what to do if a Patch Tuesday update causes issues.

We are very careful with Public Updates given their wide and rapid proliferation. We regret any inconvenience caused by this update, and we are hopeful that this information can help you restore productivity in Outlook products.

Understanding the issue

Due to a version incompatibility between outlook.exe and mso.dll, a mismatched reference to a data structure causes the “Minimize” button in the navigation
pane to render incorrectly, typically extremely large to the point that the navigation pane is "invisible" to the user. The issue only manifests when incompatible versions of outlook.exe and mso.dll exist on the system.

 

If both versions are earlier (lower) than 4535.1000, or both versions are later (higher) than 4535.1000, the problem does not manifest. If one file is updated but the other is not, the problem is evident. The incompatible state is created by installing either the September Public Update OR the August Cumulative update, but not both. Users of MSI-based products that have automatic updates enabled are those that are most likely to have encountered the issue.

Office 2013 Click-to-Run products are not affected.

Office 2013 Versions Affected

  • Office 2013 Standard
  • Office 2013 Professional Plus

Said differently, only MSI installations of Office or Outlook 2013 are affected. These are volume-license installations typically found in businesses that
purchase licenses in volume.

Each version of Office installed, such as viewers, standalone client products, Office suites with MSI-based installations, etc., will receive the update. We have
seen reports of some users needing to remove the update 2 or 3 times. This is because the system has product ID’s for multiple installations of MSI-based
Office products.

Office 2013 Versions that are NOT affected:

  • Office 2013 Home & Student
  • Office 2013 Home & Business
  • Office 2013 Professional
  • Office 365 Home Premium
  • Office 365 Professional Plus
  • Office 365 University
  • Office 365 Small Business Premium
  • Office 365 ProPlus
  • Office 365 Enterprise

How to fix affected installations:

Two updates can get a user into this state. Installing the September Public Update delivers an updated version of mso.dll without updating outlook.exe, resulting in the incorrect user interface.

  • If you have Automatic Updates enabled, visit the Add Remove Programs feature of your Windows Installation, and uninstall KB2817630. Close Outlook and restart.
  • If you have installed the August Cumulative update (which you must do manually), removing KB2817347 will correct the issue. From the Add Remove Programs feature, select KB2817347 from the list and select “Uninstall.” Close Outlook and restart.
  • If you have BOTH Updates installed, the problem is not evident. The issue only manifests when one of the updates has been installed. If you have updated to the September Public Update and you want to roll forward, install the August Cumulative update, KB2817347.

We are also working on re-publishing the September Public Update with the correct versions of both mso.dll and outlook.exe to ensure users with automatic updates enabled will receive the correct fix. We will update this blog with further information as our schedule develops.

How to obtain support:

When you encounter trouble with a Public Update, you can always contact us at https://support.microsoft.com. You can call Microsoft directly at 1-866-234-6020. Alternatively, please contact our community network at Microsoft Community or visit Microsoft Support for access to extensive online self-help resources.

Comments

  • Anonymous
    January 01, 2003
    Any update? Thanks Andrey

  • Anonymous
    January 01, 2003
    If you knew in advance (and I infer from this article that you did) of the possibility (however small) of the presence of two critical, but possibly mismatched DLL’s on your customer’s computers, weren’t you obligated to have Windows Update “Patch Tuesday” check for that possibility and correct it as part of the patching process?

  • Anonymous
    January 01, 2003
    I had the same problem as LuisCo and Alexandar.  After uninstalling KB2817630 and rebooting my machine the problem persisted.  Eduardo's post pointed me in the right direction... I found 4 additional installations of KB2817630.  After removing all 4 and rebooting the problem is now resolved.

  • Anonymous
    January 01, 2003
    I have a customer with Office 2013 Home and business (C2R version)with the same issue - after installing Office updates the folder pane is gone. However I cannot uninstall the update, since it was not installed via Windows Update. Any ideas?

  • Anonymous
    January 01, 2003
    Ian, we are investigating targeting errors in the PU for specific patches. As we identify the issues and offer a solution we'll update the blog to reflect this.

  • Anonymous
    January 01, 2003
    @Outlook August 2013 Update, Please visit this blog: blogs.technet.com/.../gray_knowlton, use the "Email Blog Author" link and send me a mail, because I'd like to understand more about the issue you are reporting.

  • Anonymous
    January 01, 2003
    Luis, did you restart outlook after removing the KB? Can you see if the KB is still installed for other products?

  • Anonymous
    January 01, 2003
    It's the third time I uninstall KB2817630; everytime afterwards, the updater downloads it again and on shutdown, it installs again. How can I prevent my machine from doing this?

  • Anonymous
    January 01, 2003
    Applied the hotfix to correct the KB2817630 problem and now when printing an email two new lines are added to the header of the email: Sensitivity: Male Flag Status: Red Don't see a way to remove them from printing.

  • Anonymous
    January 01, 2003
    @Wisdom, conceptually this is true and Microsoft Update detection will offer update packages that are compatible with a Service Pack baseline. In this case, we inadvertently created what we call a cross-packlet dependency, where files within the package were mismatched. In other words, MU detection did not cause / could not have prevented the issue, because the conflict is within the packages, not the packages themselves. We are continuing to investigate the multiple offerings issue and we expect to have an update on that situation today.

  • Anonymous
    January 01, 2003
    Hi Ted, this is very curious, KB2817630 lays down the 4535 version of MSO.DLL. I'm interested to know why that version didn't show up?

  • Anonymous
    January 01, 2003
    The patch is removed from Windows Update, but it is not declined/expired on WSUS/SCCM. Why is that? Regards Rolf Lidvall Swedish Radio (Ltd)

  • Anonymous
    January 01, 2003
    Recent Update KB2825632 fix the issue.

  • Anonymous
    September 11, 2013
    The comment has been removed

  • Anonymous
    September 11, 2013
    Sorry, the versions I mention in this comment are after removal of the KB2817630. I guess the grid is versioning after KB2817630 is applied and before it is rmoved. KB2817630 does upgrade the dll to the 4535 version. (Just reinstalled it to confirm) The grid is correct for my case, imo. Thanks. Ted

  • Anonymous
    September 11, 2013
    Installing this hotfix from Microsoft fixed the issue for me. kirb.it/windows-update-outlook-2013-folder-list-pane-empty

  • Anonymous
    September 11, 2013
    Also seems to be an issue with KB2810009, keep getting the update offered, but fails to install. Win 8.1 (pro) with Office 2013 Pro (but with Access, InfoPath and Lync not installed). Error seems to indicate update not required so assume something going on with update detection. Code 80242009

  • Anonymous
    September 11, 2013
    What about Windows Update error 0x80242009 when we try to install KB2810009?

  • Anonymous
    September 11, 2013
    I see KB2817630 listed 6 times: 2 for MS Office Pro Plus 2013, 2 for MS Visio & 2 for MS Project.

  • Anonymous
    September 12, 2013
    thanks, solved my problem. only had the regular updates enabled so had KB2817630 installed that i got rid of. now outlook works as before. (and as slow as it always was) its a shame this update ever got published in the first place. but well.

  • Anonymous
    September 12, 2013
    the Outlook update from august 2013 seems to add another issue: When we print an email we now get an additional header with: "Vertraulichkeit: männlich" (german for "confidentiality: male") on every printed document.

  • Anonymous
    September 12, 2013
    I uninstalled KB2817630 and my folder list appeared - BUT my favorites (which usually appear at the top of the folder list) are still gone.  AND I can no longer mark any folder as a 'favorite' to show up at the top.

  • Anonymous
    September 12, 2013
    Please ignore my previous comment - I did not have the 'Mail' view on, but was in 'folder' view, which I had switched to in an attempt to see my missing folders!

  • Anonymous
    September 12, 2013
    Glad to hear "only" the corporate versions were affected, lol. Curious though...presumably many of us in corporate are using WSUS to patch PCs. If I decline the current patch, will the fixed revision show in WSUS or will it too be declined? Thanks

  • Anonymous
    September 12, 2013
    My outlook state is "Not OK" due the versión number of mso.dll and outlook.exe I proceeded  to uninstall KB2817630 but the problem persists. In the list of updates KB2817347 not exist. I need "Folder Pane" to move mails to local folders... I need a Fix...soon...

  • Anonymous
    September 12, 2013
    Microsoft: Please consider releasing Office system Cumulative Updates to MU/WSUS as an optional update category.  Security Updates often break functionality that is only restored via a Cumulative Update.  By allowing admins to fix the issue using the same method they deployed the Security Update would go a long way to increasing admin satisfaction.

  • Anonymous
    September 12, 2013
    completely same with @LuisCo I uninstalled KB2817630 and folder pane is still missing and update KB2817347 not exist. Before you asked it I'll tell: Yes I restarted both Outlook and computer several times and nothing fixed. Do you have any other solution than restart something? Also KB2810009 update still fails...

  • Anonymous
    September 13, 2013
    Thanks I removed KB2817630 and restarted...  all fixed.

  • Anonymous
    September 13, 2013
    Security Update for Microsoft Office 2013 (KB2810009) 64-Bit Edition Download size: 3.5 MB You may need to restart your computer for this update to take effect. Update type: Important A security vulnerability exists in Microsoft Office 2013 64-Bit Edition that could allow arbitrary code to run when a maliciously modified file is opened. This update resolves that vulnerability. More information: support.microsoft.com/.../2810009 I work indirectly for MS, I have had a problem with the above update. This has been with drawn. But my machines still want to install it. It has coursed my VPN not to work. But MS helpdesk can't fix this issue. In fact they have made it worst. Three days now VPN not working.

  • Anonymous
    September 13, 2013
    uninstalled KB2817630, problem persists... my Office 2013 early adopters hate me

  • Anonymous
    September 13, 2013
    I have Office 2013 Professional Plus. My Windows did an automatic critical update this morning. After the update, none of my Office programs would open. They all said they were missing shared files and I needed to reinstall.  I restored my computer to a few days ago and everything works fine again. EXCEPT... Windows wants to install these critical updates. I shut off the automatic updates, but am not sure what to do.  I am 64 bit.

  • Anonymous
    September 14, 2013
    With the new MS Update this week to Windows 7, all of my documnet icons were changed to Windows 2010 Office and I cannot access my documents unless I pay Microsoft for Office 2010. Two weeks ago, because of Win7 updates, my log-in service failed twice and I had to restore my ssytem twice. I am outraged at MIcrosoft for causing me so much pain and suffering and I think that your company should make this up to me! Email: starjumper935@gmail.com

  • Anonymous
    September 14, 2013
    What about the three Office 2007 patches that are broken?  Any word on when they will be pulled and new patches added?

  • Anonymous
    September 14, 2013
    Microsoft Office 2013 update (KB2810009) 64-bit edition has finally installed successfully. This only happed in the past two hours while I was away from my computer. I shutdown and restarted for the update to be successful. This cleared the queue for any additional pending updates.

  • Anonymous
    September 15, 2013
    I have uninstall KB2817630, after that my files MSO.DLL - 4535, OUTLOOK.EXE - 4517. Problem sill persist.

  • Anonymous
    September 16, 2013
    I have removed KB2817630, KB2817347 and still have a blank pane.  What's next to do? Office Professional Plus. Stephen

  • Anonymous
    September 16, 2013
    And so, 5 days later, is there an update on this?  Manually removing this update from 1000+ machines isn't fun after we deployed using SCCM.  Installing was easy, but it appears no VBS script or otherwise will uninstall KB2817630 in some automated fashion.  We could, however, deploy a patch easily.  Is there any update?

  • Anonymous
    September 16, 2013
    Is there a fix yet for 2013 32 bit? It's been over 5 days now.... not a happy camper....

  • Anonymous
    September 16, 2013
    Thanks a lot, it worked nicely.

  • Anonymous
    September 16, 2013
    Hi, as per the suggested fix, I have uninstalled KB2817630 and KB2817347 does not exist. Yet the folder pane is not back to behaving normally. Any other fix I can try? Thanks.

  • Anonymous
    September 16, 2013
    Can we get an update please.... when can we expect a fix? thanks

  • Anonymous
    September 16, 2013
    Removing the update KB2817630 helped me to solve the issue. My notebook is 64 bit. There were two KB2817630 (32 bit) updates. I removed them both, then it worked correctly.

  • Anonymous
    September 16, 2013
    Thank you for the info!  Fixed my issue perfectly.  I did uninstall the September Outlook Update KB2817630 and rolled back to the August Outlook update KB2817629.  Then after installing the Outlook cumulative hotfix update KB2817347, everything started working correctly.  Appreciate the info and fix.

  • Anonymous
    September 17, 2013
    When will there be a patch so the Problem is solved?

  • Anonymous
    September 17, 2013
    MS-Office phone support referred me to this page. However, I think page refers a different bug than mine. After installing September Office update, my folders list continued to appear properly, however no messages from my IMAP folders are displayed (Local PST folder messages are displayed) After removing the September update, the problem disappeared. But, I want to track the issue, to know when I can start installing Office Updates again. Is my problem a different one than the problem reported on this page?

  • Anonymous
    September 18, 2013
    Yes where is the patch? Can't expect me to do this on 50 machines...

  • Anonymous
    September 18, 2013
    I have this issue and removed the KB2817630 update from the Installed updates list. Outlook works fine again (after restarting the system). The next morning however the patch is reinstalled and I need to remove it again. his happens on a daily basis. I cannot alter the WSUS setting s for my machine (part of network). When can we expect a definite update, since this is a annoying situation. Or is there a means of denying this patch to install? Anybody a good idea out there? Thanks  in  advance, Geoffrey

  • Anonymous
    September 18, 2013
    I uninstalled KB2817630 manually which fixed the problem, but with updates on Sept 17th (in Germany), the patch was automatically installed again an the problem occurs again.

  • Anonymous
    September 18, 2013
    September, 18 - my WSUS 3.0 SP2 reports what KB2817630 still needed on some workstations

  • Anonymous
    September 18, 2013
    Searching updates directly from Microsoft Update do not offer KB2817630. Maybe KB2817630 deleted only from Microsoft Update, but not from WSUS?

  • Anonymous
    September 19, 2013
    Since the update, this has shown up when I print my emails?   Anyone have an answer? Sensitivity: Male Flag Status: Red Don't see a way to remove them from printing.

  • Anonymous
    September 20, 2013
    Is there any update to this? The update is still included on WSUS/SCCM and is causing problems since it just reinstalls after you remove it. Since we use SCCM, there's no easy way (that I know of) to block a specific update when using an automatic deployment rule.

  • Anonymous
    September 23, 2013
    There are multiple patches listed with kb2817630. Do a search for kb2817630 and unistall them all. This will fix the issue.

  • Anonymous
    September 26, 2013
    The comment has been removed

  • Anonymous
    September 26, 2013
    If anyone is using SCCM 2012, this is a good article for a workaround on preventing the update from being included in an Automatic Deployment Rule: myitforum.com/.../configmgr-2012-excluding-updates

  • Anonymous
    September 27, 2013
    The comment has been removed

  • Anonymous
    October 11, 2013
    I'm having a different folder issue.  Some folders will not let me rename them, and when I move a subfolder to a different folder the emails that were in the subfolder disappear!!  Help please!!

  • Anonymous
    December 21, 2013
    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

  • Anonymous
    December 21, 2013
    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

  • Anonymous
    December 21, 2013
    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

  • Anonymous
    December 21, 2013
    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

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    December 21, 2013
    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

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    December 21, 2013
    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

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    December 21, 2013
    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

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    December 21, 2013
    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

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    December 21, 2013
    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

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    December 21, 2013
    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

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    December 21, 2013
    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

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    December 21, 2013
    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

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    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

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    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

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    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

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    December 21, 2013
    Pingback from Outlook 2013 Hotfix ??? Lesebereich / Ordnerliste leer | Meonik

  • Anonymous
    April 26, 2016
    I don't find these two updates on my system, but i still have this problem of the folder pane not visible.Can you provide an answer.

    • Anonymous
      April 27, 2016
      Try posting your question at http://answers.microsoft.com. There are product experts there who can help trouble-shoot the issue.

  • Anonymous
    May 16, 2016
    We have two users who randomly have this issue. They use Windows 7 64bit and Office Professional Plus 2013 32bit. One is a desktop user and the other is an Ultrabook user. Our outlook.exe is 15.0.4815.1000 and the mso.dll is 15.0.4815.1000. We do not have KB2817630 installed. Have others had this issue since the year 2013 when the offending patch came out? If so, what have you done to correct the issue?

    • Anonymous
      May 18, 2016
      Your best bet will be to post your question at http://answers.microsoft.com. There are product experts there who can help trouble-shoot the issue.

  • Anonymous
    August 30, 2016
    It looks like Microsoft has pushed some updates today. As a result my Favorites is missing from the Navigation pane on my Outlook 2013. Also I do not have Favorites option under the Folder Pane so I cannot turn it back on.