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
    2019-12-13T14:40:11+00:00

    Worked for us too -- thank you so much for posting this!  I was going out of my mind.  I never would have connected these dots.

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  2. Anonymous
    2019-11-12T20:07:03+00:00

    This worked for me immediately.  I turned off battery optimization for outlook, teams, onedrive and authenticator. I switched to Outlook and all my messages synched immediately.

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  3. Anonymous
    2019-10-07T20:50:36+00:00

    Do you have MS Authenticator on your phone?  If so, have you tried disabling the battery optimization of Microsoft Authenticator?  This solved all my Outlook email syncing problems.  I'm using a Samsung Galaxy S9+ with AT&T service.  Email is from MS Office 365 service(Exchange server).  We don't even using MS Authenticator service anymore for our email (3rd party multi factor instead).  Whether have MS Authenticator or not, I would take a look at what apps are being put to sleep by the batter optimization feature of your phone.

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  4. Anonymous
    2019-09-17T14:21:07+00:00

    You need to read the posts towards the end of this thread.  A solution has been found.

    You have to disable battery optimization for microsoft applications outlook and authenticator if you have it installed.

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