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
    2019-07-03T16:18:55+00:00

    [SOLVED]

    TAKE THE FOLLOWING STEPS

    1. SETTINGS

    2. APPS

    ***MAKE SURE ALL IS SELECTED***

    3. OUTLOOK

    4. BATTERY

    5. OPTIMIZE BATTERY

    ***MAKE SURE ALL IS SELECTED***

    6. OUTLOOK

    7. DESELECT OUTLOOK

    TAKE THE SAME STEPS FOR "AUTHENTICATOR"

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  2. Anonymous
    2019-06-03T05:57:37+00:00

    IT admin for my organization.

    Started out slow but now over a dozen or so of my users including myself are seeing this issue now.

    All users are using Samsung phones (s8, note8, s9, s10, note9)  with android pie, using outlook for mail and teams for chats app.

    The only ways ive been able to get them to sync new data on demand is to clear data in the app and reload the profile or to fully reboot the phone.

    Like the original post states, notification badges and sounds come in but once clicked on and the app loads there is no new mail or chats there.

    You can pull down to manually refresh and nothing ever comes in, only a reboot/clear fixes the issues.

    The worst part is These fixes only last 1-2 days at the most.

    Outlook has way more issues than teams with this syncing issues for new data.

    Not sure if this is an Android bug with Samsung one UI, or an office365 mobile apps issue, or the perfect storm of both to blame.

    Hoping MS can help get this resolved ASAP. 

    Going on for over a month now.

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  3. Anonymous
    2019-05-29T02:44:45+00:00

    Edexg - No the MS support suggestions haven't resolved this issue for me yet. I did reach out via the app to their support staff. One thing we discovered while troubleshooting is I can sync email on other WiFi connections. So it seems it's just my home WiFi that won't allow the sync to occur normally. I'm using a Linksys router and have Xfinity cable for my ISP. I haven't changed anything on my router in the last few months. I've ordered a new router from Amazon to see if that fixes the issue. I asked the MS support rep if there was some kind of utility I can run on my mobile to test connectivity for the ports/services Outlook mobile uses. I haven't heard back from them yet. I know the Outlook desktop client has some diagnostic tools to figure out if anything's getting blocked that needs to get through for normal connectivity. But I'm not aware of something to test via mobile. I did find an option in the Outlook mobile app in the Help & Feedback section to test push notifications. When I try this while connected to my home WiFi, I get "Timed out waiting for a notification. Please make sure you have enabled notifications for Outlook in the Android Settings.". When I disable WiFi and just use cellular data, the push notification works instantly. 

    Also note, I eventually do get email - even when I'm connected via my home WiFi. It's just really delayed compared to the notification on the phone of new mail. And sometimes when I try to open the email the body is blank. It also spins when I try to send a new email from my phone while connected via WiFi at home.

    I can understand there might have been a change with Android, the Outlook app, our XFinity, or my WiFi router might be flaking out (no other signs of this by the way). But the fact thousands of people have upvoted this same issue on the Outlook mobile app reviews leads me to believe this is an Android 9/Outlook app update issue. It's pretty frustrating that the root cause hasn't been identified yet with so many users affected.

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  4. Anonymous
    2019-07-07T15:54:09+00:00

    Read the last few posts. A solution has been found. 

    Go into Android settings, applications and make sure the battery for the Microsoft authenticator app is not being optimized. 

    Some people do Outlook as well.

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