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
    2019-06-05T23:11:22+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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  2. Anonymous
    2019-06-05T16:38:31+00:00

    Same issue here, I have a galaxy s10 and as noted by the OP, I see the email notification pop up, but touching it doesn't bring up the email, and only rebooting my phone seems to resolve the issue, and it will eventually fail to sync again. I've made sure that the outlook app wasn't being put to sleep by checking the battery settings, thinking something could be interacting negatively with the app, but that isn't the case. This is pretty annoying.

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  3. Anonymous
    2019-06-04T18:36:35+00:00

    Same issue for me.  Android 8.0.0.  This started very intermittently 2-3 months ago, but now occurs every couple of days.  Unfortunately my company requires the Outlook client to access O365 for security reasons. Not having reliable access to my corporate email is not good.

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  4. Anonymous
    2019-06-03T05:57:37+00:00

    IT admin for my organization.

    Started out slow but now over a dozen or so of my users including myself are seeing this issue now.

    All users are using Samsung phones (s8, note8, s9, s10, note9)  with android pie, using outlook for mail and teams for chats app.

    The only ways ive been able to get them to sync new data on demand is to clear data in the app and reload the profile or to fully reboot the phone.

    Like the original post states, notification badges and sounds come in but once clicked on and the app loads there is no new mail or chats there.

    You can pull down to manually refresh and nothing ever comes in, only a reboot/clear fixes the issues.

    The worst part is These fixes only last 1-2 days at the most.

    Outlook has way more issues than teams with this syncing issues for new data.

    Not sure if this is an Android bug with Samsung one UI, or an office365 mobile apps issue, or the perfect storm of both to blame.

    Hoping MS can help get this resolved ASAP. 

    Going on for over a month now.

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