Problems With Email Cache for Outlook 365 for Mac.

Scott Barnum 40 Reputation points
2026-06-06T15:53:19.74+00:00

The bodies of emails, regardless of account, are not coming through on my MacBook Pro using OS 26.5.1 and using Microsoft 365 Version 16.109.3. I tried switch to/from the Legacy Outlook format but it doesn't do anything.

Thank you.

Outlook | MacOS | New Outlook for Mac | For home
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Answer accepted by question author
Anonymous
2026-06-07T00:45:31.8533333+00:00

Hi Scott Barnum

I understand how frustrating it can be when email bodies don’t load properly, especially when it’s affecting all accounts.

Have you already tried the Q&A Assist suggestions? In addition, could you confirm:

  • Are you using Outlook.com / Gmail / IMAP accounts, or Exchange?
  • Did this start after a recent macOS or Outlook update?

In the meantime, please try the following:

1, Check for pending Outlook updates

Even if you're on a recent version, confirm no partial update issue:

  • Open Outlook
  • Go to “Help” > “Check for Updates”
  • Install any available updates and restart Outlook

2, Rebuild the local Outlook profile

This goes deeper than “Reset Account.”

Note: This will re-download all mail locally.

  • Close Outlook
  • Open Finder
  • Go to: ~/Library/Group Containers/UBF8T346G9.Office/Outlook
  • Rename the folder (e.g., to “Outlook_old”)
  • Reopen Outlook and re-add your account

3, Test in Outlook Web

Since the issue affects all accounts:

If message bodies display correctly there, it confirms the issue is isolated to the Mac client.

Please feel free to let me know how it goes. Thank you for your time and understanding.

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AI answer

2026-06-06T15:53:29.9433333+00:00

Follow these steps to troubleshoot missing message bodies in Outlook 365 for Mac:

  1. Verify Outlook is online and connected
    • On the Outlook menu, ensure Work Offline is not checked.
    • Go to Tools > Accounts and check each account in the left pane:
      • If the status icon is orange or shows an error, there is a connection issue.
      • For Exchange accounts, try signing in to Outlook on the web to confirm the mailbox itself is healthy.
  2. Reset the account cache (for accounts where bodies are missing) Missing or incomplete content can be caused by a corrupted local cache. Resetting forces a full re‑sync from the server. Caution: This deletes any data not yet synchronized to the server (for example, unsynced drafts). Ensure important items are saved on the server first.
    • Make sure the Mac is online and the account can reach its server.
    • In Outlook, go to Tools > Accounts.
    • In the left pane, select the affected account.
    • At the bottom left of the Accounts window, select the three dots (…) and choose Reset Account.
    • Allow Outlook time to re‑download mail; keep it open and connected until sync completes.
  3. If using an Exchange account and only specific folders are affected
    • In the folder list, Ctrl+click or right‑click the affected Exchange folder and select Properties.
    • On the General tab, select Empty Cache.
    • Outlook will clear the local copy of that folder and automatically download items again from the server.
  4. If using IMAP accounts (Yahoo/AOL)
    • Be aware that some IMAP Yahoo and AOL accounts can have re‑sync issues where messages appear/disappear.
    • If using legacy Outlook, switch to the new Outlook for Mac by turning on the New Outlook switch in the Outlook window, then let it fully resync.

If the problem persists after resetting the account and confirming connectivity, contact support from within Outlook for Mac via Help > Contact Support, or, if using a work/school account, work with the organization’s help desk to open a support ticket.

References:

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