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
    2020-01-23T20:45:40+00:00

    Yes, but not for this perticular account

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  2. Anonymous
    2020-01-24T15:00:31+00:00

    Thanks. I tried to remove the OneDrive, but the issue with Outlook still persists.

    There are actually two separate issues. When a new mail message arrives, I get the notification (ok), but sometimes:

    • the new message won't appear in Inbox until you restart the application or reset the account or wait ~15 minutes
    • the red dot notification badge won't appear until you open the app (and then immediately switch back to the main home screen without reading the new message in Outlook)

    I can reproduce it on multiple phones with multiple accounts (both Microsoft and IMAP).

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  3. Anonymous
    2020-01-24T17:52:38+00:00

    You need to remove both onedrive AND outlook account, reboot phone and add oulook account. Do not sign into a onedrive account after reboot.

    This helps every time for me on both note, s8, s9 and s10

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  4. Anonymous
    2020-01-24T19:55:35+00:00

    So you are saying the fix of making sure none of the microsoft apps, especially the aunthenticator app are set to conserve battery does not work for you?

    I have one drive and outlook working with no issues on a Galaxy S10 after I made sure authenticator was not set to conserve power.  That fixed it.

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