Error Msg: Remote Job Failed

Question

Hi team,

Since yesterday, 20 April 2021, I get this error message when i try to send/receive emails from my Gmail account on outlook:

"Remote Send Job is in Failed or Quarantined State., Sending email is temporarily unavailable for this acccount. Details: ConnectedAccount:Address:*** Email address is removed for privacy ***, Guid:16939a03-7a89-42d7-a2da-84bde383a113, Status:Retrying, Flags:RemoteSendEnabled, SendEnabled, MoveSentMessagesToSentItemsFolder,Quarantined."

I am able to send/receive emails from my Gmail account from a web browser and on the Gmail mobile app. The issue is only when i try to use the gmail account on Outlook.

Are you able to help?

Thank you.

Kind regards

Helen

Moved from: Outlook.com / Email / Sending, receiving, andreading email

Answer 1

One of our users has the exact same problem starting on the same day.

Gmail works fine, Mac Mail is fine.  Moving the account to a new mac = same issue.

Create ne Outlook profile = same issue

Create new user on machine and then add gmail account = same issue

re-move and re-install office = same issue

reset Outlook preferences = same issue

Tested a PERSONAL Gmail account rather tthan my user's Workspace Gmail account works fine - wonderingif there is a difference between then in the way Outlook connects?

Rolling back to Office 2016 v 15.xx (released 2018) and the issue goes away.  We are in the process of incrementally going back through the Outlook versions listed here: https://docs.microsoft.com/en-us/officeupdates/update-history-office-for-mac

So far none of the 16.xx versions work.

But were working just fine until April 20 @ 11:50 BST.

Issue is present on Big Sur and Catalina

Would be interested if a solution is found as we're just around in circles at the moment

Found the solution - it's really easy but a little obscure and I don't really understand WHY this fixed the issue...

In Outlook for Mac click Outlook > Preferences

Click Accounts

Delete the account by highlighting it and clicking the minus (-) sign

When prompted click "Delete from all devices"

Close and re-open Outlook

Re-add the account

Should all work now.

Answer 2

This worked! Thank you so very much Jason. Good to have Outlook back :)

Answer 3

ok. Thanks.

Furthermore to my trouble shooting activities, today I have:

1. Deleted the profile and recreated it. The issue still exists.
2. Re-installed Microsoft 365. The issue still exists.
3. I have liaised with Apple Support and they have done their checks and there are no hardware/software issues. Mac Mail works fine. 

I wonder whether at this rate I would be entitled to a discount on the subsciprition as I'm paying for something that I am unable to use?!

Answer 4

Thanks for the information provided.

Since we’ve confirmed that you’re using the Outlook for Mac app, we’d be moving the thread to the appropriate forum category that handles queries for Mac users. The designated experts for this type of product/category will be picking up this thread and will continue to provide support regarding your concern. They will check on this and provide steps on how this can be sorted out.

No need to re-create the thread and it will be the same post. To set the expectation, the waiting time for a response usually takes 24 to 48 hours, depending on the thread volume being handled by the support team of this category. Otherwise, if you’d prefer to start a new thread, you may click here, and use refer to this screenshot for the appropriate Category > Topics > Sub-Topics > Office Product:

We thank you again for taking the time to raise this query.

Answer 5

Hi Helen,

Thank you for reaching out here at the Microsoft Community Forum.

We understand that you have concerns sending and receiving emails from your Gmail account in Outlook, as you’re getting an error message that says about Remote Send Job is in Failed or Quarantined State. We know how important it is for you to get this addressed. Allow us to check on this and we’ll assist you in the best way we can.

We acknowledge that you’re able to send/receive emails from the Gmail account when you’ve used it via a browser and through the Gmail app. If that would be the case, then it may be related to an issue with the Outlook platform being used.

For us to isolate this and learn more about the situation, we’d like to ask the following questions:

1. Noted that the thread is tagged under Outlook.com, may we confirm if it’s the Outlook desktop email client that you’re using accessing your Gmail account?
2. If it’s the Outlook desktop application, which build/version of Office is installed on your device? Is it part of the Office/Microsoft 365 Family, Personal, or Business subscription? See this: About Office: What version of Office am I using?
3. Are you using a Windows 10 PC or Mac device?
4. Were there any possible changes/updates before this happens?
5. Does the issue occur on sender or recipient only? Or it happens every time you try to send an email regardless of whom the recipient is?
6. Have you already tried sending a test email to yourself to check if you’ll get the same error message? If you haven’t done this yet, you may try to do so. This is just for further isolation.

The questions above can help us narrow down the cause of the issue and identify the recommendations that we can provide in the next response. We’d love to hear from you soon.