Outlook no longer syncing with Spectrum

Question

Outlook no longer syncing with Spectrum

Brian Hannay 50

My "New" Outlook has been working fine for several months now. On 08/05 it worked in the A.M. then I flew to New York to visit my dad connected to his wifi which is also Spectrum and it hasn't worked since. I thought that maybe when I got back home and reconnected to my wifi that it would start working again but it has not. I've deleted the account and tried to reinstall but no success.

Anyone else experience this recently?

Any suggestions on how to fix this issue?

Moved from: Windows for home | Windows 11 | Internet and connectivity

DWest 85 Reputation points

2026-08-23T22:57:32.0566667+00:00

I contacted Spectrum Technical Support this evening, and their automated system said they are aware of an issue where their email is experiencing issues with Microsoft email products and that their engineers are working on the problem.
Amy Fitzpatrick 0 Reputation points

2026-08-24T17:20:43.56+00:00

I experienced the same thing. unable to add account back.... gave up and switched back to Outlook classic and all my email and settings were still there. I will be watching this thread to know when it may be safe to try again. in the meantime I changed the shortcut for outlook back to classic and we are back to business as I prefer
Tom Winters 10 Reputation points

2026-08-24T18:55:14.3+00:00

This started to happen to me 3 or so days ago in Northern Michigan. At first I noticed it on my Outlook on my Samsung S 24 phone, but upon checking my Android Fire tablet, Windows desk top and SurfacePro they all seem to fail at the same place retrieval of messages from the server. I use the old Outlook on my Windows systems and it reports:

**Task 'Synchronizing subscribed folders for ******@charter.net.' reported error (0x800CCC0E) : 'Outlook cannot synchronize subscribed folders for ****@charter.net. Error: Cannot connect to the server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP).'

That last part is easier said than done.

I deleted Outlook on my phone and tried to reinstall it and connect it to the mobile.charter.net account ( and i am using the correct setting) to no avail. I enter my e-mail credentials and I receive a message that my mail server certificate is invalid.

When I call Spectrum and try to talk to some one I am put on hold for a long time, and periodically a recorded message comes up that users are experiencing an inability to access E-Mail using Microsoft Outlook clients, and that they are looking into the situation. They suggest using the Web Mail app which works but I can't stand to use, After a while I gave up trying to speak to anyone.
Tom Winters 10 Reputation points

2026-08-25T16:17:05.35+00:00

As of this morning this seems to have been resolved! All of my devices are now able to connect and sync with mobile.charter.net. If this should happen again a good solution for me was Samsung Mail on my phone temporarily. It worked quite well as a replacement for Outlook on my phone while Spectrum was working on the problem..

Answer accepted by question author

DWest 85

I contacted Spectrum Technical Support this evening. Their automated system states that Spectrum is aware of an issue with their email experiencing issues with Microsoft email products that their engineers are working on the problem.

0 comments

Answer accepted by question author

Hendrix-V 18,605 Microsoft External Staff Moderator

Hi Brian Hannay,

Since the issue started suddenly and has continued even after returning to your usual network and re-adding the account, it may be worth checking whether the problem is related to the Spectrum email account connection itself rather than the Wi‑Fi network. Based on your description, New Outlook had been working normally before August 5 and the issue persisted across different Spectrum connections.

You can try the following quick checks:

1, Verify the account in Spectrum Webmail

Sign in to your Spectrum email through a web browser.
Confirm that new messages can be sent and received.

2, Test the account on another device or app

Add the same Spectrum account to another mail client or mobile device.
If it also fails to sync there, the issue is likely account-specific rather than related to New Outlook.

3, Remove and recreate the account from Outlook Settings

Open Settings > Accounts > Email accounts.
Remove the Spectrum account.
Restart Outlook and add the account again using the full email address and password.

4, Check for any account verification prompts - sign in to your Spectrum account online and look for security alerts, password reset requests, or prompts requiring confirmation.

If the account works in Spectrum Webmail but still will not sync in New Outlook, please let us know whether you receive any specific error messages during setup or synchronization. That information can help narrow down whether the issue is related to authentication, account configuration, or the Outlook profile.

I hope this points you in the right direction. Let me know if you need further assistance, feel free to ask me by clicking "Add Comment" or "Add Answer" if you cannot add comment so your response will be visible. Thanks for your effort.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Brian Hannay 50 Reputation points

2026-08-22T21:15:40.4133333+00:00

Hello, My outlook connected to my Spectrum account works on all my other devices and Spectrum webmail works just fine on its own, but they are all on the old Outlook. I'm only having a problem on my laptop with the "New" Outlook.

I have removed the Spectrum account and now that's where my trouble is. I cannot add the account back. At first, I was getting an authentication error, but I've tried every password I have and still nothing. Now I'm getting this message: Your email provider can no longer connect to Outlook. To fix this, click here. When I click it takes me a page that says what you just posted above. Should I uninstall and reinstall the New Outlook?
Hendrix-V 18,605 Reputation points Microsoft External Staff Moderator

2026-08-23T05:29:12.83+00:00
Hi Brian Hannay,

Thanks for the update. Since your Spectrum account still works in Spectrum Webmail and on other devices, but cannot be added back to New Outlook on this laptop, the issue appears to be isolated to the New Outlook profile or its connection configuration rather than the email account itself.

At this point, reinstalling New Outlook is reasonable, but I would first try resetting the app completely:

Close New Outlook.

Go to Settings > Apps > Installed apps.

Find Outlook (new), select Advanced options.

Click Repair. If the issue remains, click Reset.

Open New Outlook and try adding the Spectrum account again.

If the account still cannot be added, test whether Classic Outlook on the same laptop can add the account successfully. This helps determine whether the issue is specific to New Outlook's account connection process.

If you receive the authentication error again, please note the exact wording or error code. The newer message, "Your email provider can no longer connect to Outlook," may provide additional clues once we know whether the account can still be added through Classic Outlook.

I hope this helps narrow things down.
Hendrix-V 18,605 Reputation points Microsoft External Staff Moderator

2026-08-23T08:06:29.2+00:00

Hi Brian Hannay,

If you have any further questions or updates regarding this issue, please feel free to let me know in the Comments section. I'd be happy to assist you.
Brian Hannay 50 Reputation points

2026-08-23T10:24:19.7433333+00:00

Repair did not work. Reset says the apps data will be deleted. Does that mean all my saved email folders and contacts?
Brian Hannay 50 Reputation points

2026-08-24T10:29:04.13+00:00

I talked to 6 different people at Microsoft support yesterday and not one was able to solve my issue. They took control of my computer. I got "disconnected" on everyone. One person did some kind of BIOS update or something now I have a Trusted Platform Module window come up every time I start my computer. Another person uninstalled my Office 2016 program so now my New & Classic Outlook don't work. I can only imagine what else I haven't discovered yet that is not right.

Can I do a restore to a previous time to fix these new issuses?
Hendrix-V 18,605 Reputation points Microsoft External Staff Moderator

2026-08-26T03:46:59.01+00:00

Hi Brian Hannay,

Thank you for the update. I can understand why this has been frustrating, especially after spending significant time troubleshooting and then seeing additional changes on the PC.

Regarding Reset in New Outlook, it removes the app's local settings and cached data on that device. It does not delete emails, folders, contacts, or calendar items that are stored on the Spectrum mail server and still accessible through Spectrum Webmail or your other devices.

Since your Spectrum account continues to work everywhere except New Outlook on this laptop, and you are now receiving authentication and provider connection errors, the issue appears to be isolated to the Outlook environment on this PC rather than the Spectrum account itself. If a restore point is available from before the recent changes, that may be the quickest way to return the system to a known working state before continuing Outlook troubleshooting.
Brian Hannay 50 Reputation points

2026-08-26T09:44:57.66+00:00

I did do a restore and that did not solve the issue. Every day since this issue arose, I try to re-add my account with no luck. However, yesterday I tried again and it connected. Now the New Outlook has been working since. I guess we'll see for how long.

The restore did not remove the Trusted Platform Module box that appears during start up. How do I get rid of this box?
Hendrix-V 18,605 Reputation points Microsoft External Staff Moderator

2026-08-27T06:47:56.0566667+00:00
Hi Brian Hannay,

That's encouraging news that the Spectrum account was finally able to reconnect and that New Outlook has been working again. Since no additional changes were made before it started working, it may have been a temporary authentication or connectivity issue between Outlook and the mail provider that eventually resolved itself.

Regarding the Trusted Platform Module (TPM) window, that is separate from the Outlook issue. Since it appeared after the recent troubleshooting session and remained after System Restore, the next step is to identify the exact message.

You can try these checking steps:

1, Event Viewer

Press Win + X > Event Viewer

Expand Windows Logs > System

Look for recent TPM-related warnings or errors

2, TPM Status

Press Win + R, type tpm.msc and press Enter

Note the status shown in the TPM Management console

3, Startup Apps

Open Task Manager > Startup apps

Check for any newly added security, encryption, or management software that may be triggering the prompt

I would avoid clearing or resetting the TPM until we know exactly what message is appearing, as TPM is used by security features such as Windows Hello, BitLocker, and credential protection.

I'm glad New Outlook is working again.

2 additional answers

Your answer

DWest 85 Reputation points

2026-08-23T22:57:32.0566667+00:00

I contacted Spectrum Technical Support this evening, and their automated system said they are aware of an issue where their email is experiencing issues with Microsoft email products and that their engineers are working on the problem.
Amy Fitzpatrick 0 Reputation points

2026-08-24T17:20:43.56+00:00

I experienced the same thing. unable to add account back.... gave up and switched back to Outlook classic and all my email and settings were still there. I will be watching this thread to know when it may be safe to try again. in the meantime I changed the shortcut for outlook back to classic and we are back to business as I prefer
Tom Winters 10 Reputation points

2026-08-24T18:55:14.3+00:00

This started to happen to me 3 or so days ago in Northern Michigan. At first I noticed it on my Outlook on my Samsung S 24 phone, but upon checking my Android Fire tablet, Windows desk top and SurfacePro they all seem to fail at the same place retrieval of messages from the server. I use the old Outlook on my Windows systems and it reports:

**Task 'Synchronizing subscribed folders for ******@charter.net.' reported error (0x800CCC0E) : 'Outlook cannot synchronize subscribed folders for ****@charter.net. Error: Cannot connect to the server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP).'

That last part is easier said than done.

I deleted Outlook on my phone and tried to reinstall it and connect it to the mobile.charter.net account ( and i am using the correct setting) to no avail. I enter my e-mail credentials and I receive a message that my mail server certificate is invalid.

When I call Spectrum and try to talk to some one I am put on hold for a long time, and periodically a recorded message comes up that users are experiencing an inability to access E-Mail using Microsoft Outlook clients, and that they are looking into the situation. They suggest using the Web Mail app which works but I can't stand to use, After a while I gave up trying to speak to anyone.
Tom Winters 10 Reputation points

2026-08-25T16:17:05.35+00:00

As of this morning this seems to have been resolved! All of my devices are now able to connect and sync with mobile.charter.net. If this should happen again a good solution for me was Samsung Mail on my phone temporarily. It worked quite well as a replacement for Outlook on my phone while Spectrum was working on the problem..
Brian Hannay 50 Reputation points

2026-08-22T21:15:40.4133333+00:00

Hello, My outlook connected to my Spectrum account works on all my other devices and Spectrum webmail works just fine on its own, but they are all on the old Outlook. I'm only having a problem on my laptop with the "New" Outlook.

I have removed the Spectrum account and now that's where my trouble is. I cannot add the account back. At first, I was getting an authentication error, but I've tried every password I have and still nothing. Now I'm getting this message: Your email provider can no longer connect to Outlook. To fix this, click here. When I click it takes me a page that says what you just posted above. Should I uninstall and reinstall the New Outlook?
Hendrix-V 18,605 Reputation points Microsoft External Staff Moderator

2026-08-23T05:29:12.83+00:00

Hi Brian Hannay,

Thanks for the update. Since your Spectrum account still works in Spectrum Webmail and on other devices, but cannot be added back to New Outlook on this laptop, the issue appears to be isolated to the New Outlook profile or its connection configuration rather than the email account itself.

At this point, reinstalling New Outlook is reasonable, but I would first try resetting the app completely:

Close New Outlook.

Go to Settings > Apps > Installed apps.

Find Outlook (new), select Advanced options.

Click Repair. If the issue remains, click Reset.

Open New Outlook and try adding the Spectrum account again.

If the account still cannot be added, test whether Classic Outlook on the same laptop can add the account successfully. This helps determine whether the issue is specific to New Outlook's account connection process.

If you receive the authentication error again, please note the exact wording or error code. The newer message, "Your email provider can no longer connect to Outlook," may provide additional clues once we know whether the account can still be added through Classic Outlook.

I hope this helps narrow things down.
Hendrix-V 18,605 Reputation points Microsoft External Staff Moderator

2026-08-23T08:06:29.2+00:00

Hi Brian Hannay,

If you have any further questions or updates regarding this issue, please feel free to let me know in the Comments section. I'd be happy to assist you.
Brian Hannay 50 Reputation points

2026-08-23T10:24:19.7433333+00:00

Repair did not work. Reset says the apps data will be deleted. Does that mean all my saved email folders and contacts?
Brian Hannay 50 Reputation points

2026-08-24T10:29:04.13+00:00

I talked to 6 different people at Microsoft support yesterday and not one was able to solve my issue. They took control of my computer. I got "disconnected" on everyone. One person did some kind of BIOS update or something now I have a Trusted Platform Module window come up every time I start my computer. Another person uninstalled my Office 2016 program so now my New & Classic Outlook don't work. I can only imagine what else I haven't discovered yet that is not right.

Can I do a restore to a previous time to fix these new issuses?
Hendrix-V 18,605 Reputation points Microsoft External Staff Moderator

2026-08-26T03:46:59.01+00:00

Hi Brian Hannay,

Thank you for the update. I can understand why this has been frustrating, especially after spending significant time troubleshooting and then seeing additional changes on the PC.

Regarding Reset in New Outlook, it removes the app's local settings and cached data on that device. It does not delete emails, folders, contacts, or calendar items that are stored on the Spectrum mail server and still accessible through Spectrum Webmail or your other devices.

Since your Spectrum account continues to work everywhere except New Outlook on this laptop, and you are now receiving authentication and provider connection errors, the issue appears to be isolated to the Outlook environment on this PC rather than the Spectrum account itself. If a restore point is available from before the recent changes, that may be the quickest way to return the system to a known working state before continuing Outlook troubleshooting.
Brian Hannay 50 Reputation points

2026-08-26T09:44:57.66+00:00

I did do a restore and that did not solve the issue. Every day since this issue arose, I try to re-add my account with no luck. However, yesterday I tried again and it connected. Now the New Outlook has been working since. I guess we'll see for how long.

The restore did not remove the Trusted Platform Module box that appears during start up. How do I get rid of this box?
Hendrix-V 18,605 Reputation points Microsoft External Staff Moderator

2026-08-27T06:47:56.0566667+00:00

Hi Brian Hannay,

That's encouraging news that the Spectrum account was finally able to reconnect and that New Outlook has been working again. Since no additional changes were made before it started working, it may have been a temporary authentication or connectivity issue between Outlook and the mail provider that eventually resolved itself.

Regarding the Trusted Platform Module (TPM) window, that is separate from the Outlook issue. Since it appeared after the recent troubleshooting session and remained after System Restore, the next step is to identify the exact message.

You can try these checking steps:

1, Event Viewer

Press Win + X > Event Viewer

Expand Windows Logs > System

Look for recent TPM-related warnings or errors

2, TPM Status

Press Win + R, type tpm.msc and press Enter

Note the status shown in the TPM Management console

3, Startup Apps

Open Task Manager > Startup apps

Check for any newly added security, encryption, or management software that may be triggering the prompt

I would avoid clearing or resetting the TPM until we know exactly what message is appearing, as TPM is used by security features such as Windows Hello, BitLocker, and credential protection.

I'm glad New Outlook is working again.

Answer 1

Brian Hannay 50

Does anyone know how to stop the Trusted Platform Module window from coming up on start up?

Hornblower409 14,690 Reputation points

2026-09-01T02:52:46.2233333+00:00

@Brian Hannay said

Does anyone know how to stop the Trusted Platform Module window from coming up on start up?

This is the Outlook forum. You will probably not get any help for this issue by adding to an existing post on a totally different subject. I would suggest that you start a new thread using the "Ask a question" button at the top of this page to create a new Question and include the details for this specific problem.

Answer 2

Amy Megan Speer 0

Has anyone had success logging in? I removed and added the spectrum account manually with the correct settings. I contacted support and they said I need to contact Microsoft? I was getting the same errors mentioned in this thread. At this point my folders came in but nothing is in them. And my inbox only pulled emails from yesterday.

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