Introduction

Microsoft has acknowledged a significant issue affecting users who have upgraded to Windows 11 version 24H2 and utilize Google Workspace Sync for Microsoft Outlook (GWSMO). This problem prevents Outlook from launching, disrupting daily operations for many professionals.

The Issue Explained

After updating to Windows 11 24H2, users reported that Outlook fails to start when GWSMO is installed. The error message displayed is:

"Cannot Start Microsoft Outlook. Cannot Open the Outlook Window. The set of folders cannot be opened. An unexpected error has occurred. MAPI was unable to load the information service."

Additionally, affected users are unable to uninstall or reinstall GWSMO, compounding the problem. (learn.microsoft.com)

Background on GWSMO

Google Workspace Sync for Microsoft Outlook is a tool that enables users to manage their Google Workspace emails, calendar events, contacts, notes, and tasks directly within Outlook. This integration is crucial for users who prefer Outlook's interface while relying on Google's services.

Microsoft's Response

To prevent further issues, Microsoft has implemented a compatibility hold on devices using GWSMO, blocking the Windows 11 24H2 update for these systems. This measure ensures that users do not encounter the startup problem until a solution is applied. (learn.microsoft.com)

Resolution Steps

Microsoft advises users to update GWSMO to version 4.3.68.0 or later before upgrading to Windows 11 24H2. This update addresses the compatibility issue, allowing Outlook to function correctly post-upgrade. Users can download the latest version of GWSMO from Google's official website. (learn.microsoft.com)

After updating GWSMO, it may take up to 48 hours for the compatibility hold to be lifted, permitting the Windows 11 24H2 update. If issues persist beyond this period, users are encouraged to contact Google Workspace Support for further assistance. (learn.microsoft.com)

Implications and Impact

This issue highlights the complexities of software integration between major platforms like Microsoft and Google. For businesses and professionals relying on Outlook and Google Workspace, such disruptions can lead to significant productivity losses. It underscores the importance of maintaining up-to-date software to ensure compatibility and smooth operation.

Technical Details

The error message indicates a failure in the Messaging Application Programming Interface (MAPI), which Outlook uses to communicate with other applications. The inability to load the information service suggests that the outdated GWSMO version is incompatible with the MAPI implementation in Windows 11 24H2.

Conclusion

Users planning to upgrade to Windows 11 24H2 should ensure that all critical applications, including GWSMO, are updated to their latest versions to prevent compatibility issues. Staying informed about known issues and following recommended update procedures can mitigate potential disruptions.