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
    2020-01-25T06:20:12+00:00

    As of right now, it seems to work out with making sure the authenticator is not set to conserve power. I'll give it a coiple of days to run/test, but this seems very positive. Thx 👍👍👍this will help many clients in my organization. I still feel the team of MS (or Android) should make a permanent fix

    Not only Authenticator. Ensure any Microsoft apps which use the Microsoft account are not put to sleep by power management.

    What seems to happen is if any app using the Microsoft account is put to sleep, the account doesn't sync.

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  2. Anonymous
    2019-05-30T16:56:48+00:00

    I have this issue when working out of Starbucks or some hotels. I do not believe asking everyone to update their infrastructure can be a solution for an application... that's why OSI model has layers LOL... please fix the app!!

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  3. Anonymous
    2019-05-30T01:11:52+00:00

    Well some good news and bad news. 

    Good News

    My email sync issues are resolved when connecting via WiFi at home now!

    Bad News

    I ended up having to replace my Linksys WRT1900ACS Rev A00 (not that old) router with a Linksys EA7500 V2. My phone started syncing mail immediately after the new router was installed. Now I can send myself a test email and the notification and email receipt are within seconds. I'm not sure what the new router has the old one lacks. Or why things stopped working a few months back when I didn't make any changes to the old router. We weren't having any other connectivity issues we're aware of on the old router. 

    Maybe some of you out there could verify if WiFi is the issue with your syncing and if changing to a newer router fixes it. If we could figure out what feature is responsible for root cause, maybe others will know what to look for or the app developers (Google/Android or Microsoft/Outlook Mobile) could account for backwards compatibility.

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  4. Anonymous
    2019-05-29T01:46:42+00:00

    Yes, I continue to have the issue.  I have reinstalled Outlook 3 or 4 times now. Very frustrating and disruptive to deal with.  And the issue messes up my Team connection each time too. I have only reinstalled that once, as I wondered whether it was the underlying issue. No joy... I have since restored service without reinstalling Teams.  Only Outlook.

    I will have to watch whether WiFi connection plays a role with the issue next time around.  I had not taken note of that previously. 

    Thanks

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