Share via

New (and old) Outlook not syncing new emails

John Dixon 40 Reputation points
2025-11-25T21:27:47.23+00:00

The user's Outlook no longer refreshes itself. He has to close the application and reopen it in order for it to refresh. It has been happening for over a week. As the IT Support, here is what I've tried: I have done all of the basic troubleshooting, Reset, Repair, Remove User and re-add and reinstall the app. Contacted support through the app, said to restart and reset the app, all of which we did. This is a known issue with the New Outlook. One thread said to check for updates or Firewall Security settings as well which are all clear as other users at our company are using the new Outlook with no problems.
I switched back to the old version of Outlook. That did not sync new emails either. Both myself and my IT Director are at a loss. Any help will be appreciated.

Outlook | Windows | New Outlook for Windows | For business
0 comments

Answer accepted by question author

  1. Jade Ng 11,510 Reputation points Microsoft External Staff Moderator
    2025-11-26T02:04:31.5766667+00:00

    Dear @John Dixon,

    Good day. Thank you for posting your question in the Microsoft Q&A forum!

    I sincerely apologize for the inconvenience you’ve experienced. I truly appreciate your patience during this time and thank you for bearing with us.

    I understand that you have already contacted support through the application, but the issue still persists. In this case, I sincerely recommend you try to create a new support ticket from Microsoft 365 Admin Center>Support>New Service Request. You can raise support ticket from: https://admin.microsoft.com/#/support/requests

    The support team over there has higher permission than us to investigate the issue from background, they have more resource and correct escalation channel in handling this kind of issues. This would be a more efficient way in handling the case for you. 

    For reference:  Get support | Microsoft Docs      

    I will also feedback this situation on our side. Please accept my sincere apologies for not being able to resolve the problem and for redirecting you to the related development team. I regret any inconvenience this may cause. The fix to your concern can be identified through the background logs, and I suggest you raise a support ticket from the Office 365 admin center, where the related team will investigate the problem further by collecting the necessary background logs.

    Once again, I apologize for the inconvenience this has caused. I appreciate your patience and understanding and thank you for your time and cooperation.

    If you have any further questions or need clarification, please feel free to reach out. I'm looking forward to hearing from you. 

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".   

    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.

    Was this answer helpful?

    0 comments

2 additional answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. John Dixon 40 Reputation points
    2025-12-01T16:48:06.9966667+00:00

    Last Wednesday Nov. 19 the user was working from home. He sent out a couple of emails and within a few minutes received a reply. Since then, including here at work his email is working fine. Not sure what happened, (update or network refresh switching between home and work) but the problem has been resolved.

    Was this answer helpful?

  2. Q&A Assist
    2025-11-25T21:27:58.0566667+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    It sounds like you're experiencing a synchronization issue with both the New Outlook and the old version of Outlook. Here are a few troubleshooting steps you can try:

    1. Clear Offline Items: For both versions of Outlook, you can try clearing offline items for the folders that are not syncing. Right-click the folder, select Properties, then choose Clear Offline Items. After that, go to the Send/Receive tab and click Update Folder.
    2. Rebuild the OST File: If the issue persists, consider rebuilding the OST file. You can do this by locating the OST file in the following path: C:\Users\<username>\AppData\Local\Microsoft\Outlook, renaming the OST file to have a .old extension, and then restarting Outlook. This will create a new OST file and resynchronize your mailbox.
    3. Check for Updates: Ensure that both versions of Outlook are up to date. Sometimes, synchronization issues can arise from outdated software.
    4. Use Online Mode: If you are using cached mode, try switching to online mode to see if that resolves the issue. This can help bypass any problems related to cached data.
    5. Firewall and Security Settings: Since you mentioned that other users are not experiencing issues, double-check the firewall and security settings on the affected machine to ensure they are not blocking Outlook's connection to the server.

    If these steps do not resolve the issue, it may be beneficial to consult with Microsoft support for further assistance, as it could be a more complex issue related to the specific environment or configuration of the user's Outlook.

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.