Outlook app currently non-functional on Samsung Watch 7, Ultra, 6, 5, etc.

Anonymous
2024-08-15T21:09:54+00:00

EDIT: September 13, 2024:

As of Outlook version 4.2435.1 Outlook is working again on my watch for both email and calendar events. I had to wait a little bit after I installed this new version before calendar events started sinking, but everything does work now.

Original message:

When I launch the Outlook app on my Watch Ultra I get the error in below: 

"Add an account on mobile to use the app"

I am running the Outlook app on my phone (S21) and have multiple accounts (Hotmail and Gmail) set up in the Outlook app. 

The app refuses to open normally and function. I've uninstalled and reinstalled the app on my watch. I've installed the app on the watch from the Play Store on my phone, and from the Play Store on the watch.

No change.

When I set up my Galaxy Watch Ultra I did not do a restore from my previous Galaxy watch, and I also cleared cache on the watch after setup, so the watch is as fresh as can be. The watch is up-to-date w/the most recent FW from Samsung, ver AXG2.

Others are reporting the same issue: 

https://us.community.samsung.com/t5/Galaxy-Watch/Outlook-watch-app-error-quot-Add-an-account-on-mobile-to-use-the/m-p/2981961#M85872

https://www.reddit.com/r/GalaxyWatch/comments/1eqks1f/galaxy_watch_ultraoutlook/ 

https://www.reddit.com/r/GalaxyWatch/comments/16y61g3/outlook_not_working_on_watch5_getting_add_an/

Please release an updated version of the Outlook app for Android watches that fixes this problem. Currently the Outlook Android watch app is unusable.

Outlook | Outlook for mobile | Outlook for Android | For business

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  1. Anonymous
    2024-08-17T16:39:15+00:00

    Me too!

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  2. Anonymous
    2024-08-16T16:38:42+00:00

    Thanks, Addie, for the prompt reply.

    The info has already been shared w/Samsung here:

    https://us.community.samsung.com/t5/Galaxy-Watch/Outlook-watch-app-error-quot-Add-an-account-on-mobile-to-use-the/m-p/2981961#M85872

    Please note:

    1. The issue has been reported across multiple versions of WearOS (WearOS 5 and WearOS 4)
    2. The issue has been reported on multiple versions of watches (Watch 7/Ultra, 6, 5, & 4)
    3. One user in the Samsung Watch Reddit sub noted that the issue may be related to an update of the Outlook app that occurred on 8/9/24, as it seems the app worked prior to that Outlook app update. Quote from post on Reddit sub: "I have the same problem with my Watch 6 Classic. Everything was fine until last Friday, 8/9/24."

    Based on above it seems that the problem may likely have been introduced by Microsoft in an Outlook app update. But of course root cause is not clear at this point.

    I do appreciate your help on this very much. Is there anything you can do to encourage the appropriate MS personnel to contact Samsung regarding this issue, to work together to determine root cause and release a fix? Obviously we won't get anywhere if Microsoft and Samsung just point at each other and say "It's their fault" and don't collaborate to solve the problem. :-)

    For my part, I have follwed your suggestion and have submitted feedback on this issue as you suggested below via the "contact support" option in the Outlook mobile app. I have not received any response from that channel yet.

    "You can also submit feedback on this issue through the following link to help Microsoft better understand the problem. Get in-app help for Outlook for iOS and Android - Microsoft Support"

    Thanks!

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  3. Anonymous
    2024-08-16T08:49:23+00:00

    Dear Redflea,

    Thanks for using Microsoft products and posting in the community.

    I understand that you encountered an error when launching the Outlook application on Watch Ultra. At the same time, many people have also encountered the same problem.

    Firstly, thank you for your exploration and efforts on this issue. It is because of people like you who have driven the progress and improvement of our products.

    Regarding the issue you mentioned, as it pertains to Samsung products, it may be a compatibility or other unknown problem. In this situation, it is recommended that you contact Samsung's support personnel to report this issue and have them contact Microsoft to explore and resolve the problem together.

    You can also submit feedback on this issue through the following link to help Microsoft better understand the problem. Get in-app help for Outlook for iOS and Android - Microsoft Support

    I believe that with the efforts of multiple parties, this problem will eventually be well resolved in the near future. I deeply apologize for any inconvenience caused to you at present.

    Wishing you a happy life!

    Best Regards,

    Addie - MSFT | Microsoft Community Support Specialist

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