Outlook 2016 for Mac does not download attachments randomly

Anonymous

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,

mert cologlu

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Anonymous

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:

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

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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46 additional answers

Anonymous

2016-12-22T10:24:09+00:00

Hi Ashish & Luiz,

Can you please send us the complete log files for analysis? Please refer to this article to enable logging in Outlook for Mac and provide us with the entire logs:

https://support.microsoft.com/en-us/kb/2872257

Please not that after you have logging enabled, you should reproduce the issue and then stop the logging by returning to the Errors window and disabling the logging option.

@Luiz, please tell us your Outlook for Mac detailed version.

For privacy concerns, please provide the log files via workspace. The way to access the workspace is contained in the private message below:

https://answers.microsoft.com/en-us/privatemessages/list

Thanks,

Robert
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Anonymous

2016-12-21T16:58:56+00:00

Dear Microsoft support team,

I was reading this reply and honestly speaking I can't believe on what is written.

We are talking about a paid SW for commercial use and the solution we are getting from you is completely unacceptable! The use of OWA is not a solution and what is more scary is that you guys could not identify the issue and have a firm committed date for a real and final solution.

Who else should we escalate this since the position from Microsoft is not professional?

I hope you guys will reflect and reconsider the topic.

Rgs.,

Luiz
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Anonymous

2016-12-21T08:40:40+00:00
hi I had raised this issue with the support team of office 365 as I have an E3 office 365 account.

the below is the reply received wherein its clearly mentioned that this is an issue in outlook for Mac 2016 and needs a fix from microsoft.

pls note I am using the latest build 161209 and version 15.29 for outlook for Mac 2016.

does anyone have a solution for this issue yet ?

please advice

thanks

ashish

From:"Ray Qian (Shang Hai Wei Chuang Ruan Jian)" (Email Address Remove by Moderator) **Date:**Tuesday, 20 December 2016 at 8:07 AM **To:**ashish chopra <(Email Address Remove by Moderator) Subject:(PII Remove by Moderator) - Outlook for Mac attachment issue (error 17890)

Dear Ashish,

Thank you for contacting Microsoft Online Technical Support. My name is Ray and it was very nice to talk with you last Thursday. My Office hours is listed in my signature, Monday to Friday, please kindly contact our hotline if you require any urgent support out of my working hours. The following is issue definition, scope agreement as well as my analysis based on the information in this service request, please feel free to let me know if there are any misunderstandings or concerns.

Issue Definition

Outlook for Mac attachment issue (error 17890)

Scope Agreement
- We will consider close this case when issue has been resolved or relevant problem has been clarified, except if it's identified to be caused by a third party issue or to be proven by design.
- In case we do not hear back from you for three consecutive contact (including email, phone call, etc.) or for the past 24 hours, we will assume that the issue is resolved or you are unavailable to work with us currently. Hence we will put the case into temporary archive and we could continue work on this case if contacting us once you are ready to work on it within 14 days.
- Any other issue that is different from the Issue Definition will require a new case to be handled by the concerned team.
- Professional Support troubleshooting consists of a single incident break-fix issue and the case will be considered complete when the issue has been resolved.
- Professional Support does not include hands on configuration, writing custom code, onsite consulting, root cause analysis or account management.
- If you had additional questions regarding Professional Support, please refer: http://support.microsoft.com/gp/profsup/
Assessment

As per our phone discussion, I consulted our back-end engineer regarding to the issue. We totally understand the unpleasant experience which the issue may bring to you, while unfortunately, the randomly error 17890, which attachment appears as grayed out in email and cannot be open, is caused by Outlook for MAC client as the attachment downloading is not re-established when the Outlook connectivity get interrupted.

As Office 365 support, we are not able to fix the issue from our side. Currently, we advise you with the following workarounds:
- Please using Outlook Web App (OWA) to download the affected attachments;
- Configuring your account in Outlook for MAC with IMAP protocol;
- Clearing cache in Outlook for MAC to download all emails with Exchange Online server again.
Meanwhile, in order to make the issue fixed in next Outlook for MAC version, please voice out your opinion about the issue in following feedback forum, which is very important to improve the product:

https://outlook.uservoice.com/forums/293343-outlook-for-mac

Best Regards,

(Email Address Remove by Moderator)

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