outlook not receiving emails unless restart the app

Eaven HUANG 2,126 Reputation points
2022-10-17T02:58:50.49+00:00

Dear experts,

We have one user facing an issue with outlook 2019 receiving emails. So it was a new computer and she configured her org email account where it needs to update around 3.98GB emails.
The wired thing is that

  1. The folders have been being updated over 2 days and it's still saying updating folders..
  2. New emails can be received if checked via webpage or other mobile devices, but it's not receiving by Outlook
  3. When we close the Outlook app then reopen it, it shows the new emails there, but it's not receiving new emails as long as it's running, only an app-restart can receive new emails

I've tried to create a new mail profile but it seems not making any difference.
What else can we try?

Outlook Management
Outlook Management
Outlook: A family of Microsoft email and calendar products.Management: The act or process of organizing, handling, directing or controlling something.
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  1. ChristyZhang-MSFT 21,181 Reputation points Microsoft Vendor
    2022-10-18T02:27:40.317+00:00

    Hi @Eaven HUANG ,

    Welcome to Our forum!

    In order to confirm if the issue is related to the Outlook client, it's suggested that you could add your account in other computer to check if the issue still exists.

    If the issue only occurs in the specific Outlook client, considering the impact of some add ins, it is suggested that you try to start outlook in safe mode(win+R>type: outlook /safe) to check whether it works normally.

    If the issue still exists, considering corruption in send/receive settings file may cause this issue, it's suggeseted that you could try to reset the SRS file to check if there're any differences. (Go to C:\Users\%username%\AppData\Roaming\Microsoft\Outlook>Rename the Outlook.srs file to Outlook.srs.old>restart Outlook)

    Hope to help you!


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  2. T. Kujala 8,706 Reputation points
    2022-10-17T03:52:36.003+00:00

    Hi @Eaven HUANG ,

    You could try the following method.

    Close the Outlook app and delete a mail profile.

    Then rename the ost. file.

    C:\Users\username\AppData\Local\Microsoft\Outlook\file.ost.old

    Create a new Outlook profile. If this doesn't help, you could reinstall Office.

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