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
    2020-01-24T20:03:39+00:00

    Is the Microsoft Authenticator preinstalled on S10? I don't use it. I have Nokia 7 Plus and 3.2 (different Microsoft Accounts) and both have the issues.

    Does it still work if you uninstall the Authenticator?

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  2. Anonymous
    2020-01-24T20:16:35+00:00

    Sorry, ai totally missed this option, troubleshooting this now, I' ll post a reply tomorrow after some testing

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  3. Anonymous
    2020-01-25T06:00:59+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

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  4. 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 people found this answer helpful.
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