Why is Conversation View greyed out in Outlook.com Android App?

Hi trikotret,

Welcome to Microsoft Community and I understand that you're also having the same issue with Outlook.com app. Since the recommended troubleshooting steps did not work, I advise that you upload its log files for investigation:

1. Start Outlook.com app.
2. In the message list view, click the ... at the bottom-right of the screen.
3. Tap the settings option.
4. Tap the general option at the top.
5. Scroll down and tap the support tools option.
6. Tap log level and choose fine trace.
7. Delete/Remove the account and sign back in.
8. Go back to support tools.
9. Tap the send logs option.
10. Send the logs to your email address.
11. Log in to that email address and download the attachment.

Here are the steps to upload a file:

1. Click You have a private reply to this message link just above your post wherein you can upload the log files.
2. From the private message window, click Upload File link.
3. Click Browse button next to the field provided.

In addition, could you verify if the issue happens when another account is configured to Outlook.com app? How about setting up your account on another device with Outlook.com app, do you encounter the same problem?

We look forward to your response.

Thank you.

Hi MichaelMaker,

 

We appreciate your efforts in doing the troubleshooting steps.  Let me further assist you on this.

 

Based on the results of the troubleshooting we've done so far, it seems that the issue is related to your phone.  To confirm this, please try these steps:

1. Sign in on your phone using another account, then observe if issue persists.
2. If issue persists using other account, please do a factory reset of your phone, refer to your phone's user manual.  NOTE: This step will delete everything you've ever added to your phone.  So make sure to back up everything first.  For details about different ways of backing up your phone, please refer to your phone's user manual.
3. Update your phone's Android version to the latest version if issue still persists.  To  know how to do this, contact your network provider or your phone manufacturer.

Please let us know the results.

 

Thank you and have a pleasant day!

I don't think its a phone issue but its app related. I have an LG G2 and I cant select the conversation view on the app either. I uninstalled the app and rebooted my phone and did all the settings in my mail on my desktop. Still no luck. Can someone else confirm that their box in the app is not greyed out??

Hi MichaelMaker,

We appreciate your efforts in doing the troubleshooting steps.  Let me further assist you on this.

Based on the results of the troubleshooting we've done so far, it seems that the issue is related to your phone.  To confirm this, please try these steps:

1. Sign in on your phone using another account, then observe if issue persists.
2. If issue persists using other account, please do a factory reset of your phone, refer to your phone's user manual.  NOTE: This step will delete everything you've ever added to your phone.  So make sure to back up everything first.  For details about different ways of backing up your phone, please refer to your phone's user manual.
3. Update your phone's Android version to the latest version if issue still persists.  To  know how to do this, contact your network provider or your phone manufacturer.

Please let us know the results.

Thank you and have a pleasant day!

Thanks for your reply Michelle.  Unfortunately that did not solve my problem.  I confirmed the settings at Outlook.com on my computer, then uninstalled and reinstalled the app.  That did not work so I then tried uninstalling the app, restarting my phone, then reinstalling the app.  This too unfortunately did not work.  Any other ideas?

Thanks.

Hi MichaelMaker,

Welcome to Microsoft Community and I am happy to assist you with this. In order to determine if this is app or account-related, I'd like you to check the current setting on your account. Follow these steps to proceed:

1. Log in to Outlook.com using a computer.
2. Click the cog wheel icon next to your profile name, and then select More mail settings.
3. Once on the Options page, look for Reading email, and then click Group by conversation and pre-load messages.
4. Once on the G**roup by conversation and pre-load messages page, tick the radio button next to Group messages by conversation.
5. Click Save.

Going back to your Galaxy S3, see if the Conversation View is now clickable. If not, you may have to remove and reinstall the Outlook.com app for the changes to take effect. 

We look forward to your response.

Thank you.