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
    2019-04-16T01:07:44+00:00

    Hi, 

    Thanks for responding to my post. 

    • I had confirmed I can access the Outlook web client (in Office 365). Email updates are current and in sync with the desktop client
    • I had used the Reset Accountoption and the app hung without reloading

    After the app hung, opted for the more drastic option and uninstalled both my Outlook and Teams apps, then did a hard reboot. After the restart, both apps were reloaded and everything ran fine.

    It's unclear whether the root of the issue was the Outlook update or perhaps something from Android 9/One UI upgrade a week before the issue. 

    Thanks for the suggestions. 

    Jay

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  2. Anonymous
    2019-08-03T16:32:10+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!!

    Thanks. This worked for me. It wasn't Authenticator but other Microsoft Apps which use the same account.

    So if Android battery optimization disables any Microsoft App from working in the background it also disables the account from syncing whixh causes Outlook to stop syncing.

    Thanks.

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  3. Anonymous
    2019-06-06T15:13:35+00:00

    I agree with all.  *Something* in the network stack is triggering Outlook problems for some clients. Turning off IPv6 happened to be just enough to clear things up for me, but maybe it's something different for others (router swaps, etc).  But those are all hacks -- this is clearly an Outlook issue that needs to be fixed.  There should be no reason to play games with your network just to make 1 app work when all other apps work just fine.

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  4. Anonymous
    2019-05-28T22:19:41+00:00

    I am having the same issue aprox since same date.

    I am surviving by resetting the account and rebooting the phone. Neither by itself works and I couldn't find any other way. Did the Microsoft suggestion works for you? Are u still having the issue?

    Ed./

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