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
    2019-06-04T18:36:35+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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  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
    2019-06-05T23:11:22+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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  4. Anonymous
    2019-06-06T01:01:58+00:00

    The most reliable fix for me so far has been to disable Wifi, allow emails to sync over 4G, and then reenable wifi.  After I do this, emails will sync for a few hours and then get hung up again.   New email notifications continue to come it, but they do not appear in the inbox. 

    It definitely seems to be getting worse.  My outlook is barely usable at this point.  I haven't tried using another router -- seems like a very unncessary workaround.

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