Share via

Outlook mobile app shows no email when opened (all done) then, after refresh, mail shows up

Anonymous
2019-08-01T20:56:53+00:00

Hi , 

I have a group of users seeing this behavior with the Outlook mobile app. All the users are on Intune with a mixture of enrolled and non-enrolled (app protection) policies. The users open their Outlook (iOS and Android) and the mailbox shows empty. Upon refresh most times, the inbox is repopulated with their email (both read and unread). This is occurring sporadically globally as some users are in China and others, including myself, are in the US. It's a somewhat uncommon issue, but we're being asked to address it. Any idea what may be causing such a problem?

We are on Office 365 and Exchange is cloud based only. This behavior is not being seen in OWA, only in the mobile app. 

*Moved from: Outlook.com/*Email / Connecting to Outlook.com with apps and devices

***

Moved from: Office/ Outlook / iPhone & iPad / Unknown/other

Outlook | Outlook for mobile | Outlook for iOS | 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.

0 comments

8 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2019-08-02T04:01:20+00:00

    Hi Yurinaut,

    To isolate this concern with the Outlook mobile app that doesn’t show emails when opened, I’d like to ask the following questions:

    • Which build and version of Outlook mobile app are you using? Please provide both for iOS and Android.
    • Are you using Office 365 Home or Business?
    • Which version of Android and iOS is running on the device of those users?
    • What troubleshooting steps have you done so far to address this issue?

    To notify us and have us get back to you, simply reply to this post.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  2. Anonymous
    2019-08-14T08:13:42+00:00

    Hi Yurinaut,

    Thanks for sharing the detailed information with us, I found there is newer version of Outlook for iOS now, please try to update/reinstall it and view whether the issue disappears.

    If the issue persists, since the issue occurs occasionally and it is common in your organization, to figure out whether it is related to Outlook for iOS app or account, it is recommended to add a test account(out of your organization) and view whether the same phenomenon occurs, and you can also try to reset your account in Settings > select your account > Reset Account, which will resync connection from mail server to Outlook for iOS client.

    If the suggestions above didn't resolve your issue, since we have a dedicated in-app support team for Outlook for iOS, which has richer experience with this kind of issue, to help you better, we recommend you can contact that team for further assistance, to contact it, click Menu > ? > Contact support, then the engineer there will contact you via IM directly, your understanding and time is appreciated.

    Best Regards,

    Betty

    Was this answer helpful?

    0 comments
  3. Anonymous
    2019-08-09T12:56:09+00:00

    Hi Louie, 

    I haven't heard anything back since this was moved. Any way to check on a status?

    Thanks! Mike

    Was this answer helpful?

    0 comments
  4. Anonymous
    2019-08-05T22:45:58+00:00

    I appreciate the information you’ve provided, Mike. Since you’re using an Office 365 E3 license, I’ll be moving the thread to the appropriate category that handles this type of product. They may have an update about this issue and may provide you further assistance on how to address the concern.

    Should you have any clarifications, don’t hesitate to let us know.

    Was this answer helpful?

    0 comments
  5. Anonymous
    2019-08-05T13:08:14+00:00

    Hi Louie, 

    I was told that this is only affecting the iOS devices since the Androids are under an App Protection policy and facing some separate issue. For iOS we have the following answers:

    ·        Which build and version of Outlook mobile app are you using? 

    • iOS: 3.34.0

    ·        Are you using Office 365 Home or Business?

    • Business: O365 E3 license

    ·        Which version of iOS is running on the device of those users?

    • iOS: Checked with multiple testing users, all of them are using 12.4

    ·        What troubleshooting steps have you done so far to address this issue?

    • Made sure connectivity was decent
    • Have we tried turning off WiFi and just using phone connection?: all the relevant iPhone are using 4G, when problem happen
    • Are these devices on corp wifi? If so, connection could be blocked: problem happened on 4G.

    Br,

    Mike

    Was this answer helpful?

    0 comments