Outlook for Mac 2016 losing connection with Shaw email server per attached sync error message

Hello Jim,

Thanks for provided the pictures. 

From the screenshoot, you have configured your Shaw account as pop account in Outlook. It is recommended to change the account settings like below to configured it as IMAP account and check the result: 

IMAP (Incoming Mail)

Server: imap.shaw.ca

Port: 993

Encryption: SSL/TLS

SMTP (Outgoing Mail)

Server: smtp.shaw.ca

Port: 587

Encryption: STARTTLS 

For your reference: 

By the way, regarding your Outlook version, from this link, the latest version of Office for Mac is version 16.32 (19120802). May I know if you don't have the Check for Update option when going to the Help menu?

If so, run the latest version of Microsoft AutoUpdate tool, then check for updates again.

Amia

The screen shot you asked for is already posted as the first post on this thread.

A screen shot of each of the two email accounts in Outlook and a screen shot of the "about Outlook" window.

It's up to date

I use two part security so I need to get an Apple generated password for each email account which I've done

I have not tried a new profile in Outlook.

I will do that after I've heard back from you on the screenshots.

Thank you

Jim

Dear Jim,

I'm sorry to hear that you cannot create a new session with the in-app support person, I'd like to continue to help you, but to help you better, could you please capture a screenshoot of the details of your account settings in Tools > Accounts and upload the screenshoot in the forum?

In the meantime, since your Outlook client version is an old version, firstly, please go to the Help menu and click Check for updates to update your client to the latest version.

Also, may I confirm if you have tried to create a new Outlook profile and add your Shaw account to a new profile to check this issue?

If the issue persists in the new profile, then kindly delete keychain based on the steps below:

1. Make sure you quite Outlook and other Office apps, then go to KeyChain Access
2. Search "Exchange" under Login --> All Items and delete everything
3. Search "Office" and delete everything
4. Search "ADAL" and delete everything
5. Launch Outlook
6. You will get the activation prompt and then If account is already added.

Hope above steps will help to fix this issue for you. However, if the issue persists, I'd like to recommend you login your Shaw account with the web browser to access your emails to work around this issue.

Amia

My Outlook is 16.16.17 so no problem there

When I click on Contact support a window opens with the last problem I had a year ago.

Can't get a new window to start a new session.

When I try to send a message on my old session screen and try to include the screen shot of the problem your system won't accept the screenshot.

I followed your shortcut for help and tried locking and unlocking the keychain but nothing happened.

The procedure on your shortcut isn't correct.

I'm 72 years old and this is a problem that I need help on

Jim 🤓

Hi Jim,

If you update your Outlook client to version 15.34 (170515) and later, then you can directly contact the in-app support team within the Outlook for Mac client by going to the Help menu and select Contact Support.

For more details, please see: https://support.office.com/en-us/article/Contact-support-within-Outlook-for-Mac-d0410177-8e65-4487-93f7-206a3a3d71a8

BR,

Amia