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

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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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
    2019-07-09T10:45:16+00:00

    Thanks for this reply.  I've been having the same issue for months.  Changed the Authenticator setting to run in the background and emails began flowing instantly.  Huge relief!

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  2. Anonymous
    2019-06-29T08:57:30+00:00

    This is just silly. MS is not able to make a reliable e-mail client for Android. Have been having issues forever. Using Gmail on android for long time now without incident to connect to the work exchange server because I can't afford to have issues there. Using outlook on android for personal e-mail to see how it develops. Getting worse.

    Followed the suggestion to reset the account. Account was just gone, have not been able to restore ...

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  3. Anonymous
    2019-06-27T23:05:04+00:00

    This solution worked for me.  Applied it this morning and so far so good.  Samsung Galaxy S10.  Thanks!!!

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  4. Anonymous
    2019-06-27T13:24:47+00:00

    Same issue here. I have a Galaxy S10 as well. App will work for a period of time, but eventually emails wont sync. I'll see the new emails start populating in the notification pane on the top of the screen. Clicking this notification pane will open the app and i'll promptly get a "cannot load messages" error. Refreshing the app does nothing. Restart seems to solve it for a period of time (sometimes a few days, other times an hour or two). 

    To note, i also use PowerBI on my phone which also seems to be affected. Refreshing any of the reports i regularly view gives me a generic "an error has occurred" message. Seems like a global Microsoft issue and it's incredibly frustrating since i rely so heavily on email for work.

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