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Outlook for Android not syncing new emails

Anonymous
2019-04-09T12:30:46+00:00

Outlook for Android has stopped loading new messages in my Inbox.  I suspect the behavior ties to a recent update. I'm set to have updates for Outlook automatically update and in Play Store states the last update was 3 days ago. I've been aware of the issue for the last 2 days. 

Characteristics

  • Outlook new email icon displays on top bar
  • Notification shade displays the email title and message preview
  • Navigating to message from the notification shade, Outlook states "Couldn't Open Message"
  • Navigating to Outlook app directly and pull down to refresh >> Nothing new loads
    • No error message provided

Reset Attempts

  • Force Stopped app and reloads > no change
  • System restart from UI, load app > no change
  • Hard restart of the device, load app >> Inbox refreshes!
    • Hard restart = Volume down & Power button for 5-8 seconds until reboot initiated
    • Email is received for a short while and then fails to sync again

Environment

  • Samsung Galaxy Note 8
    • SM-N950W
  • Android 9 (Pie) w/One UI
    • Ver. N950WVLU5DSC1
  • Other MS apps loaded
    • Teams (not connecting either recently)
    • Word
    • Excel
    • PowerPoint

Any help or insight anyone could offer would be greatly appreciated. 

Thanks

Jay

Outlook | Outlook for mobile | Outlook for Android | For home

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous
2019-04-09T14:14:27+00:00

Hi  Jay,

Thanks for your posting here, firstly, please sign in your account in your mailbox web page and check if this account can receive the emails successfully, if yes, please open Outlook app, go to Settings > Tap the account that is not syncing > Tap Reset Account. Check to see if your account is syncing. If it still doesn't work, may I confirm that if your account is IMAP or Exchange account? if yes, please delete and re-add your email account.

If issue persists, please go to Open the Menu > tap the ? > Contact Support. For your reference: Get in-app help for Outlook for iOS and Android which is dedicated to handling Outlook for Android related issues, you'll receive a notification once the support team get back to you, you can easily communicate with them there. Your time and understanding will be appreciate.

Regards,

Bryan

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  1. Anonymous
    2019-06-27T12:52:47+00:00

    SOLVED (for me at least) -- Allow Authenticator app to run in background and do not allow battery optimization to disable it.

    I have been having the same issue on a Samsung Galaxy Note 9.

    In Outlook mobile for Android I clicked the three bar menu at top left | ? | Contact Support.

    I got a screen that asked if I was having trouble adding an account or syncing mail to an existing account. Sorry, I did not grab a screenshot. It indicated that Outlook mobile for Android, when installed along with some other Microsoft apps, sometimes has problems when the other apps are not allowed to run in the background.

    It came down to going into settings and finding the setting to allow Authenticator to run in the background and to not allow battery optimization to disable it. As soon as I did this my Inbox started updating.

    Hope this helps!!

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  2. Anonymous
    2019-05-22T03:16:01+00:00

    I've had this a few times lately ... sometimes a reset helps, sometimes I have to re-install.

    But it always comes back within a day or two.

    I have a Samsung Galaxy Note 9.

    @microsoft - this is a bug - not a user fault.

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  3. Anonymous
    2019-05-24T12:24:33+00:00

    Hi,

    I can confirm this is definitely an App issue on Android, multiple software levels from 8 through to 10, and on several different devices (Samsung xcover 3, Tab A6, Oneplus 3, OnePlus 6, Galaxy A50, and Pixel 3xl).

    Samsung's generic email app for exchange doesn't have any issues, but I'd prefer to use Outlook.

    Clearing cached data for the app in settings and reopening is sufficient to clear the issue, but problem returns within a day or so of use. 

    Looking through these forums its a long standing issue, going back a couple of years at least, yet @microsoft seems unable/unwilling to fix.

    Pete

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  4. Anonymous
    2019-05-25T07:02:06+00:00

    I'm experiencing the exact same issues. My device:

    Samsung Galaxy S8+

    Android 9 (kernel 4.4.153-15480860 #2 updated Apr 10, 2019.

    Outlook 3.0.70 (321)

    I verified the sync issue only occurred when I'm connected to WiFi. When I'm connected to cellular data, sync worked just fine. 

    The only workaround I've found is to turn WiFi off for a minute and allow mail to sync. Never had an issue until recent app updates (unsure if it was Android 9 or Outlook app). But this has been plaguing me for a couple of months now. I've tried resetting my accounts, clearing various caches, restarting, etc.

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