Accessing Hotmail and outlook email accounts

Open Outlook.com directly in a browser and test each Microsoft account separately; if both mailboxes open there, reinstall New Outlook because the failure is local to the Windows app or its shortcut rather than the accounts.

1. Test the two accounts independently

1. Open a browser and go directly to Outlook.com.
2. Sign in with the Hotmail address and its Microsoft account password.
3. Select the profile picture → Sign out, then close all browser windows.
4. Reopen the browser and repeat with the separate Outlook address and its password.

Hotmail is now accessed through Outlook.com, and each address uses its corresponding Microsoft account credentials.^1^

2. If both accounts work in the browser

This isolates the problem to New Outlook or the shortcut affected by the update.

1. Right-click Start → Task Manager.
2. Select Microsoft Outlook → End task.
3. Try opening new Outlook from the Start menu rather than the old taskbar or desktop shortcut.
4. If it still produces the page or file-path error:
   • Open Start.
   • Find new Outlook for Windows.
   • Expand its options and select Uninstall.
   • Open Microsoft Store, search for new Outlook, and select Get.
   • Start it and add the Hotmail and Outlook accounts when prompted.

Microsoft documents this uninstall-and-reinstall procedure for New Outlook when it stops working.^2^

After New Outlook works, delete any broken desktop or taskbar shortcut and pin the newly installed app again.

3. If the accounts also fail in the browser

Handle each account separately because they are separate Microsoft accounts:

• If the password is rejected or the account is blocked, run the official sign-in troubleshooter for that address.
• If authentication succeeds but the mailbox page does not load, check the Microsoft service status. Wait and retry if Outlook.com is reporting an incident.^3^
• Record the complete browser error, including any HTTP status, timestamp, client ID, or session ID. If service status is healthy and both accounts still fail across another browser or device, contact Microsoft Support at Microsoft Support, choose Microsoft Office, then Get Home Support → Outlook → Contact support.

Do not reset passwords or perform account recovery if browser access succeeds; that would not address a damaged New Outlook installation or obsolete shortcut.

References

1. How to sign in to Hotmail | Microsoft Support
2. Outlook for Windows not responding, hangs, freezes, or stops working | Microsoft Support
3. Fixes or workarounds for recent issues on Outlook.com | Microsoft Support