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
    2020-01-09T00:36:57+00:00

    YES!!! IT FIXED IT !! YOU ARE MY HERO!!!

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  2. Anonymous
    2019-12-13T17:29:16+00:00

    Even though the issue is fixed, it's irritating when you get a notification and can preview the message, but the message won't load in outlook due to not such a good connection.  

    If the connection was good enough to notify you and show you a preview, why can't it load the message in the application?

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  3. Anonymous
    2019-12-09T13:26:12+00:00

    Hi there. I got as far into the instructions as this - "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." 

    My account is Exchange. After resetting did not remedy the problem, I deleted my email accounts and now the app won't let me add them back. Thoughts?

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  4. Anonymous
    2019-12-04T16:54:52+00:00

    Finally confirmed it for myself.  Fundamental issue is that the MS 'Authenticator' app is being shut down by Samsung's default battery/memory-saver features.

    You need to go into the Device Care settings and prevent the MS Authenticator (and other MS office apps) from being shut down automatically.  Email will continue to sync thereafter.

    Like others, I tried all of the resets, reinstalls, reconfigurations with no long-term fix.  This solution (removing MS Authenticator) from the list of apps to be shut down automatically.

    Go to Settings -> Device Care -> Memory

    You should find the option to uncheck 'Authenticator' (the MS app) from being shut down automatically.

    Good luck.

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