Outlook 2016 .ost cannot be opened

[BO Terry]

The full message is:
C:\Users\NAME\AppData\Local\Microsoft\Outlook\NAME@live.com-new profile 2-12-18.ost cannot be opened.

They just changed their live.com password online yesterday but don't think they got around to changing it in Outlook. The message above started today. Also, they had issues with an Outlook profile in the past and another tech company (brand name...) created a new profile for them.

Computer is a Surface Pro (not sure what version) running Windows 10.

I plan to reconnect to their computer in the morning and run scanpst.exe as well as delete a ost.tmp file I noticed while connected. Any other tips to try are appreciated. Thanks!

 

[YeOldeStonecat]

They on the new system which I believe is on basic Exchange now?

 

[Markverhyden]

Th only thing to do is delete the profile and rebuild it. Making sure that they have backed up any local backups. Pretty sure that scanpst will not operate on an .ost. At least I would not want it to. .ost syncs to the server automatically.

 

[BO Terry]

Well, for today, the Microsoft inbox repair tool actually did the trick. I downloaded the diagcab from the ms website and she is up and running. Thanks for the feedback!