Troubleshooting: the most common problems
The message in the app, the likely cause, and the fix, in brief.
6 min read · updated Nov 8, 2026
| What you see | Likely cause | What to do |
|---|---|---|
| “macOS is not allowing this app to control Outlook” (KL-103) | The Automation permission is missing or was denied. | System Settings → Privacy & Security → Automation → turn on Outlook for Klasor. See Installation. |
| “Outlook is not running and could not be started” (KL-102), or runs are skipped | Outlook isn’t open, or it’s “New Outlook” (KL-101). | Open Outlook. Klasor doesn’t start it on its own. For New Outlook, see the Legacy guide. |
| “This license has already been moved to another Mac and cannot be moved again” (KL-212) | The key was already moved to a different Mac once, and now it is being activated on a third one. | Activate the key again on the Mac it was last used on, or write to support@klasor.app with your order e-mail and the reason (broken, replaced or sold Mac): we can grant one more move after checking. |
| A folder shows “Not found in Outlook” (KL-115) | The folder was moved, renamed or deleted in Outlook. | Press Remove from automation on Automation, then run Scan and apply the label to the folder again. |
| A label shows up again after I deleted it | You deleted or renamed the category in Outlook; Klasor applies it by the name in its setup. | Change the label in Klasor (the pill on the Scan screen), not in Outlook. |
| Labeling or export takes a very long time | A very large mailbox (tens of thousands of messages). | Let it finish and don’t close Outlook. Outlook may respond more slowly while Klasor is working. |
| Export paused | Outlook closed, its save limit, low disk space, or a destination that stopped. | Read the text on the screen, fix the cause and press Continue the export. See What the export screens mean. |
| “The destination can’t be written to” (KL-314) or “FAT32” (KL-315) | A read-only disk, or a FAT32 disk (files over 4 GB don’t fit). | Choose another destination, or reformat the disk as APFS or exFAT. |
| Labels don’t show up on another device | IMAP account: labels may stay local only. | With Exchange they sync; with IMAP, not guaranteed. It’s not a Klasor error. |
| “Needs attention”: license | The trial ended, the key was revoked, or it couldn’t be verified. | On Status press Enter key. See License. |
| “The app was moved: save the schedule again” | The schedule file went stale after the app was moved. | Press the button in the row on Status, or choose the schedule again on Automation. |
| I don’t see my account in Klasor, or “Klasor could not read your Outlook accounts” | Outlook (classic) isn’t open; or the account was added with “Sign in with Google” (it syncs through Microsoft’s cloud and Klasor can’t see it); or it is an Exchange Online account, which classic Outlook no longer connects to. | Open classic Outlook and try again. For a Gmail account added with “Sign in with Google”, add it again as IMAP. See Which accounts work, and how to add them. |
| Restored messages show today’s date as the received date | Outlook sets the received date of a restored message to the day it was restored; Klasor can’t change that. | Nothing is lost: the original sent date and the headers are kept in the message. See Free up space. |
| I moved messages, but my Gmail storage did not go down | The messages sit in Deleted Items (Gmail’s Trash), and Gmail counts them until they are deleted from there. | On the Done screen, use Free the space now… (it deletes for good only the copies Klasor moved), or empty the trash yourself. Gmail also empties its Trash by itself after 30 days. See Free up space. |
| “Review” finds 0 messages (“No messages can be removed from this export right now”) | Everything in the export is kept in Outlook for a reason: unread, flagged, newer than 30 days, already moved, in an account where Klasor can’t free space, or with a copy in the export that is missing or changed. | Read the lines under the result: each one says how many messages are kept and why. In Advanced or Pro you can change the filters. If the export is old, export again. |
| “This export was made by an older Klasor and cannot be used to free space”, or an export saved as .zip | Exports made before 3.0 don’t have the details needed to find the messages in Outlook, and a .zip export can’t be used for freeing space. | Export the same folders again with Klasor 3.0, as a folder (not .zip), and choose that new export. Nothing is overwritten. |
| Some messages were “skipped because they changed or no longer match the export” | The message changed in Outlook after the export, or its exported copy didn’t match when Klasor checked it again. | They stay in Outlook. Export again to include their current state. |
| I can’t tell what’s wrong | — | Generate the Diagnostics and send them to support@klasor.app. |
Microsoft 365 / Exchange Online accounts: starting in October 2026, Legacy Outlook can no longer connect to these mailboxes. If Outlook no longer loads your messages, it isn’t a Klasor problem. Details and sources are in the Legacy Outlook guide.