Outlook for Android not syncing new emails

Anonymous
2019-04-09T12:30:46+00:00

Outlook for Android has stopped loading new messages in my Inbox.  I suspect the behavior ties to a recent update. I'm set to have updates for Outlook automatically update and in Play Store states the last update was 3 days ago. I've been aware of the issue for the last 2 days. 

Characteristics

  • Outlook new email icon displays on top bar
  • Notification shade displays the email title and message preview
  • Navigating to message from the notification shade, Outlook states "Couldn't Open Message"
  • Navigating to Outlook app directly and pull down to refresh >> Nothing new loads
    • No error message provided

Reset Attempts

  • Force Stopped app and reloads > no change
  • System restart from UI, load app > no change
  • Hard restart of the device, load app >> Inbox refreshes!
    • Hard restart = Volume down & Power button for 5-8 seconds until reboot initiated
    • Email is received for a short while and then fails to sync again

Environment

  • Samsung Galaxy Note 8
    • SM-N950W
  • Android 9 (Pie) w/One UI
    • Ver. N950WVLU5DSC1
  • Other MS apps loaded
    • Teams (not connecting either recently)
    • Word
    • Excel
    • PowerPoint

Any help or insight anyone could offer would be greatly appreciated. 

Thanks

Jay

Outlook | Outlook for mobile | Outlook for Android | For home

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Anonymous
2019-04-09T14:14:27+00:00

Hi  Jay,

Thanks for your posting here, firstly, please sign in your account in your mailbox web page and check if this account can receive the emails successfully, if yes, please open Outlook app, go to Settings > Tap the account that is not syncing > Tap Reset Account. Check to see if your account is syncing. If it still doesn't work, may I confirm that if your account is IMAP or Exchange account? if yes, please delete and re-add your email account.

If issue persists, please go to Open the Menu > tap the ? > Contact Support. For your reference: Get in-app help for Outlook for iOS and Android which is dedicated to handling Outlook for Android related issues, you'll receive a notification once the support team get back to you, you can easily communicate with them there. Your time and understanding will be appreciate.

Regards,

Bryan

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  1. Anonymous
    2019-11-04T10:41:05+00:00

    To anyone else having this issue, the fix is to disable "optimise settings" for battery save.

    Go to Settings > Device Care > Battery >  Settings (Top right 3 dots) > Uncheck Optimise Settings and Auto disable unused apps

    Whilst in here it would be a good idea to check the disabled apps and sleeping apps to see if Outlook is in there. If it is, remove it.

    I would also go Settings > Apps > Outlook > Battery and ensure that Allow background activityis enabled.

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  2. Anonymous
    2019-06-28T13:28:20+00:00

    SOLVED (for me at least) -- Allow Authenticator app to run in background and do not allow battery optimization to disable it.

    I have been having the same issue on a Samsung Galaxy Note 9.

    In Outlook mobile for Android I clicked the three bar menu at top left | ? | Contact Support.

    I got a screen that asked if I was having trouble adding an account or syncing mail to an existing account. Sorry, I did not grab a screenshot. It indicated that Outlook mobile for Android, when installed along with some other Microsoft apps, sometimes has problems when the other apps are not allowed to run in the background.

    It came down to going into settings and finding the setting to allow Authenticator to run in the background and to not allow battery optimization to disable it. As soon as I did this my Inbox started updating.

    Hope this helps!!

    Amazing. So far knock on wood this has worked for me. 

    Went into settings for the Microsoft Authenticator app and checked to allow to stay in background. 

    Thank you!

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  3. Anonymous
    2019-06-05T23:11:22+00:00

    Microsoft Support reply to me today that it is a known issue impacting a subset of user and they do not have an ETA for the fix... so, I do agree pretty annoying!

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  4. Anonymous
    2019-05-30T17:41:29+00:00

    It's not a great option for a fix, although thats a decent router, not a total loss.

    I dont think its a sync issue, its seems more like a loading issue, heres what replicates the fault every time for me:

    1: Notification comes through, notification icon appears in the pull down shade.

    2: Swipe down and see the subject, sender etc, click on the notification.

    3: App opens as a result of clicking the notification.

    4: "cannot load message" error apears at bottom of screen, no amount of refreshing will make the email appear in the inbox.

    5: Force close the app, clear cached data.

    6: Reopen Outlook app, email drops in just fine.

    Caveat: If I'm in the app when the email arrives, it appears without issue, so it must be related the the way the notification is actioned. What we're experiencing all seems to be down to poor coding/development.

    Pete

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