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
    2019-06-06T14:22:32+00:00

    Solved!?!?  Problem is related to IPv6?

    The discussion about routers prompted me to take a look at my router settings.  As a shot in the dark, I decided to disable IPv6 on my router (on both the WAN and LAN sides).  Viola!  Things have been working perfectly for the past several hours!  Knock on wood! 

    I simply disabled IPv6 on the router and rebooted it.  I did not restart my phone, did not restart outlook, did not clear caches, etc.   My phone reconnected to the router when it came back up (IPv4-only address this time) and it just started working and has been working great since.

    I would love to know if anyone else has a similar experience with IPv6.

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  2. Anonymous
    2019-06-06T14:30:44+00:00

    Solved!?!?  Problem is related to IPv6?

    The discussion about routers prompted me to take a look at my router settings.  As a shot in the dark, I decided to disable IPv6 on my router (on both the WAN and LAN sides).  Viola!  Things have been working perfectly for the past several hours!  Knock on wood! 

    I simply disabled IPv6 on the router and rebooted it.  I did not restart my phone, did not restart outlook, did not clear caches, etc.   My phone reconnected to the router when it came back up (IPv4-only address this time) and it just started working and has been working great since.

    I would love to know if anyone else has a similar experience with IPv6.

    It doesn't seem limited to WiFi with me, happens on 3g/4g as well.

    Was this answer helpful?

    1 person found this answer helpful.
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  3. Anonymous
    2019-06-06T14:47:09+00:00

    Solved!?!?  Problem is related to IPv6?

    The discussion about routers prompted me to take a look at my router settings.  As a shot in the dark, I decided to disable IPv6 on my router (on both the WAN and LAN sides).  Viola!  Things have been working perfectly for the past several hours!  Knock on wood! 

    I simply disabled IPv6 on the router and rebooted it.  I did not restart my phone, did not restart outlook, did not clear caches, etc.   My phone reconnected to the router when it came back up (IPv4-only address this time) and it just started working and has been working great since.

    I would love to know if anyone else has a similar experience with IPv6.

    It doesn't seem limited to WiFi with me, happens on 3g/4g as well.

    I'm with you Pete. I'm glad someone got it working but i think thats an isolated issue/fix compared to what most people are posting on here. 

    I don't run ipv6 on the unifi routers we use at work and i don't think replacing 20 routers is the answer.

    Doesn't seem like its isolated to any one network for me it can and does happen anywhere I'm at at random.

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  4. Anonymous
    2019-06-06T15:13:35+00:00

    I agree with all.  *Something* in the network stack is triggering Outlook problems for some clients. Turning off IPv6 happened to be just enough to clear things up for me, but maybe it's something different for others (router swaps, etc).  But those are all hacks -- this is clearly an Outlook issue that needs to be fixed.  There should be no reason to play games with your network just to make 1 app work when all other apps work just fine.

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