Outlook 2016 for Mac does not download attachments randomly

Anonymous
2016-02-25T03:30:14+00:00

hello,

since 1 month time, i'm using outlook 2016 on my mac with my office 365 exchange account. 

i have more or less 3 gb mailbox. when i added my account to outlook 2016 it starts to give fault about downloading the attachments. 

now, even my new received e-mails randomly system does not download the attachments. i can reach the attachments from web mail office 365 but outlook can not download it. 

i thought that there is download limit but not, sometimes i can received big files without problem. but sometimes i didn't. 

the attachments shows as grey as in the photo and i can not forward these e-mails. system blocks itself.

could you please help me to solve this problem, 

it is very important,

br

mert cologlu

Outlook | MacOS | Legacy Outlook for Mac | For home

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Anonymous
2017-11-17T18:25:36+00:00

I am currently using Microsoft Outlook for Mac, version 15.40 (171108).

I've had this happen a few times, I have had luck deleting the cache of the affected Inbox. I know this may be required when an error pops up with code -17890 on the Sync Errors page. All but once has rebuilding the cache fixed the issue, the one time it didn't work I used OWA to download the attachment but it turned out to be corrupt.

This isn't very efficient because rebuilding the cache requires a full download of your Exchange account, if you could delete the cached version of the affected e-mail it would be more efficient.

Follow the steps below to clear the cache of the affected folder:

  1. Connect to your fastest network connection, you may be downloading gigabytes of data.
  2. Open Outlook.
  3. Right click (or Control click) the Inbox of the account having the problem.
  4. From the pop up, select 'Properties...' near the bottom.
  5. On the 'General' tab you will find a button named 'Empty Cache', click it.
  6. Close the window if required.
  7. Your local copy of your Inbox will be deleted, a fresh download of all e-mails will be performed.
  8. From the 'Window' menu, select 'Sync Status' to monitor the process.
  9. Monitor the 'Sync Status' window, you will note several download threads receiving downloads.

Depending on how much mail is in your Exchange profile and your internet speed it can take 10 minutes or more to recover your Inbox contents.

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Anonymous
2017-11-17T07:47:05+00:00

OK, So I had this issue on another Mac yesterday.

Checked for updates on Office and there was about 1.6GB of them!!!!

Ran them all and the problem seems to be sorted for now.

Only time will tell as this issue is VERY random!

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  1. Anonymous
    2016-12-25T19:54:56+00:00

    Hi Don,

    Please send us the logs if you are still experiencing the issue.

    Regards,

    Robert

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  2. Anonymous
    2016-12-23T10:14:40+00:00

    Hi Don,

    Thanks for your screenshots.

    You may right click the folder, choose “properties”>click empty Cache, then right click the folder and choose “Synchronize now”.

    If it doesn’t work, I suggest you recreate a new profile and re-add your account on the Outlook client to check if the issue can be fixed. Here is an article for your reference. （note: please back up your data on the Outlook client before creating the new Outlook profile）:

    https://support.office.com/en-nz/article/Manage-profiles-in-Outlook-2016-for-Mac-fed2a955-74df-4a24-bef6-78a426958c4c

    If the issue persists, to move on with the issue, please follow the steps below to collect the troubleshooting log and send it to us via PM.

    1). On the Window menu, click Sync Errors.                                                                     

    2). In the Sync Errors window, click the Gear icon.

    3). Select the Turn on logging for the troubleshooting option, and then click OK.

    4). Close the Sync Errors window.

    5). Reproduce the issue.

    6). After reproducing the issue, please turn off logging.

    7). Please go to the following location:                                                                                          

    ~/Library/Containers/com.microsoft.outlook/ Data/Library/Logs/

    Find the log file named Microsoft outlook-<date>-<time>.log

    Regards,

    Hans

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  3. Anonymous
    2016-12-22T19:34:05+00:00

    Hi MS Office team,

    I'm totally surprised as to why this issue continues to be a problem for MAC 2016 Outlook attachments not downloading. The attachments are greyed out. Screen shots attached and sync log. There is either a networking problem with 2016 Outlook for MAC, an issue with Office 365 server or perhaps it's both. This has gone on so long. Using a browser and using OWA to retrieve attachments when the issue arises is a band-aid solution to a wound that won't heal unless the root cause is found.

    As a side bar, I also use MAC mail. Even with a congested, intermittent or generally poor internet connection there has never been an issue with mail attachments being unattainable from within  email application itself. A slow connection will take longer, but it has never stopped an attachment in a email from downloading.  

    I'm using 2016 Outlook for MAC v 15.29 (161209). Screen shots below - no confidential info within.

    Thank you,

    Don

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