Inbox Messages Not showing

Question

I have installed Outlook 365 on my desktop Mac, my MacBook Air, my iPad and my iPhone. It is working fine on the iPad and the iPhone but on both the desktop mac (27" iMac) and MacBook Air I am unable to view any new mail in my InBox. I have switched from PostBox to Outlook 365 as it is available across all my devices. Postbox works fine on both iMac 27" and MacBook Air. All the settings are fine and all previous mailboxes have synchronised OK. However new mail is not showing. I include a screenshot of the Outlook result and the PostBox result below. 

I need to be able to fix this so I can work across all devices. Is there some reason why the Inbox items do not show but all other folders are showing OK.

Kind regards

Ian

Answer 1

Hi Jasmine,

In answer to your questions as follows:

1. The accounts on the iPhone and iPad were both set up as IMAP accounts and both work fine. 
2. I did refer to the Manage Profiles in Outlook 2016 for Mac and followed the instructions but unfortunately this did not work. I created a new profile and set up the mail account as an IMAP on that new profile but still had the same result with no Inbox mail showing. Older emails which had been filed into subfolders were visible and could be opened but nothing shows in the Inbox.
3. I have installed Outlook 365 onto my iMac 27" and my MacBook Air and set up both with the same IMAP account but I am getting the same result. Nothing shows in the Inbox just the mail in the subfolders. I have uninstalled and re-installed the Outlook 365 on both devices and set up the account again and still get the same result.

I am persevering with the POP account on both iMac and MacBook Air and IMAP on iPhone and iPad but it needs a lot of attention to make sure I manage individual mail items correctly. Certainly not ideal. I would love to solve this problem.

Both the MacBook Air and iMac 27" are running on OSX El Capitan V10.11.6

Regards

Ian

Answer 2

Hi Lan094,

Please back up your Outlook data first in case of any information loss when you refer to the following methods:

1.  Clear your Outlook for Mac cache.

2.  Set IMAP Root Folder Path to INBOX:

Best regards,

Jasmine

Answer 3

Hi Jasmine,

I appreciate your perseverance on this matter but I am still not having any success. I cannot clear the cache because it is not an Exchange Server. I do not have the option to clear the cache. I did change the IMAP folder to INBOX but the result is still the same as per the image below. I know there are multiple items in my inbox but they simply do not show with an IMAP account.

Regards

Ian

Answer 4

Hi again Jasmine,

Just for your reference here is the same INBOX screen shot with the POP account in place. I would really like to solve this issue.

Regards

Ian

Answer 5

Hi Lan094,

To further narrow down this issue, I need to collect the following information:

1.  Go to your webmail to check if there are any new messages in Inbox folder.

2.  In what order did you access your account on different devices? I am a little doubted if this is the scenario: You open your IMAP accounts on iPhone & iPad first, then you open your POP account on your Outlook for Mac and don’t select Leave a copy of the message on the server, therefore there are no new messages showing in the Inbox folder when you access your IMAP account on your Mac at last.

3.  Go to Tools > Sync Errors to check if there are any sync errors.

4.  As you mentioned, new messages don’t show in Inbox, are there any notifications indicating emails arrive while just don’t appear in Inbox folder? And can you send emails out?

5.  Please close your anti-virus software and any other third-party programs, then start your Outlook to check if you can receive emails.

6.  I’ll give you an office 365 account via private message, please configure it via IMAP in your Outlook for Mac and see if the same issue occurs. Here is the link to access the private message:

https://answers.microsoft.com/en-us/privatemessages/list

7.  The screenshots of specific settings about how you configure your IMAP account on Outlook for Mac via private message (Information not masked about account configuration, Server, Security).

8.  It depends your needs to try the followings or not:

   1)  Move your old emails to local folders under “on my computer”.

   2)  Purge your deleted items (if you no longer need them) from server.

   3)  Not store items contained in some folders on the server: Tools > Accounts > Advanced    > Folders.

Best regards,

Jasmine