synchronising emails

Question

how to fix not receiving and synchronising emails and not allowing me to go back to new outlook

Answer 1

Hi @Robert Colthorpe,

Welcome to the Microsoft Q&A forum.

I would like to provide you with the following information:

For the issue where emails are not being received or synchronized, please check the steps below:

Step 1: Check the Outlook status

• In the bottom-right corner of the Outlook interface, please check the current status of Outlook.

Step 2: Check whether Outlook is in Work Offline mode

• Step 1: Click Send/Receive
• Step 2: Check whether Work Offline is enabled
  • If it is enabled, please turn it off.
  • If Work Offline is not enabled, you can click Work Offline and then click it once again to fully disable this mode.
• After that, please click Send/Receive All Folders.

Step 3: Create a new Outlook profile To create a new Outlook profile, please follow these steps:

• Step 1: Open Control Panel > Mail (Microsoft Outlook)
• Step 2: Click Show Profiles > Add > create a new profile
• Step 3: Select the newly created profile > choose Always use this profile

You can refer to the following documentation:

I can't send or receive messages in Outlook - Microsoft Support

Regarding the issue of not being able to switch to the New Outlook

First, please follow the steps below and check whether you are able to switch to the New Outlook.

• Open Outlook Classic > click Try the New Outlook

If you are unable to open Outlook, please provide me with the following additional information:

• Is there any error code or error message displayed?

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.

Thank you for your patience and your understanding. If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

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Answer 2

Use the following steps in order, focusing on New Outlook for Windows and sync issues.

1. Confirm internet connectivity
   • Open Microsoft Edge or Google Chrome.
   • Browse to http://www.microsoft.com or http://www.bing.com.
   • If these do not load, resolve the network issue first using the guidance in Fix network connection issues in Windows, then test Outlook again.
2. Manually trigger a sync (if available)
   • In classic Outlook, go to the View tab and select the Sync button to force a manual sync.
   • Watch the status bar at the bottom for sync progress or errors.
   • Note: Third‑party accounts such as Gmail, Yahoo, iCloud, or generic POP/IMAP may not support this manual Sync button.
3. Check that the correct account type is configured (classic Outlook)
   • If classic Outlook is still in use for the same mailbox and messages/folders are missing, verify the account type:
     • For addresses like @hotmail.com or @live.com, the account type should be Outlook.com, not Exchange or Microsoft 365.
   • If the account type is wrong, remove the account and re‑add it with the correct type.
4. Fix sync issues by removing the mobile device partnership If the problem is that email is not syncing properly across devices (for example, phone and New Outlook):
   • In New Outlook for Windows:
     1. Open New Outlook.
     2. Go to Settings > Accounts > Mobile devices.
     3. Select the affected device and choose the option to delete the device partnership.
     4. Select Save at the top.
     5. Power off the mobile device completely, wait a few seconds, then power it back on and let it resync.
   • If using Outlook.com in a browser:
     1. Go to Settings > General > Mobile devices.
     2. Select the device and delete the device partnership.
     3. Select Save.
     4. Power off and restart the mobile device, then sync again.
5. Check Outlook.com / Microsoft cloud storage (if using Outlook.com account)
   • If the mailbox is an Outlook.com/Microsoft consumer account and Microsoft cloud storage is full, sending and receiving email will stop and messages sent while full are bounced and unrecoverable.
   • Check mailbox storage using the storage page linked in the article and free up space if needed, then test sending/receiving again.
6. If New Outlook will not open or keeps failing
   • If New Outlook starts and then fails after 30–60 seconds, clear its local state:
     1. Close New Outlook.
     2. Run the command olk.exe --clearLocalState (from Run or a command prompt).
     3. Start New Outlook again.
     4. When prompted, re‑enter the email account password and confirm the server details.
   • This forces New Outlook to rebuild its local data and can resolve sync/startup issues.
7. If Outlook is using a temporary mailbox or wrong account (classic Outlook)
   • If classic Outlook reports that the mailbox has been temporarily moved or starts using a temporary Outlook.com address instead of the business Exchange mailbox, create a fresh Outlook profile after ensuring Outlook is not talking to the wrong service:
     1. Close Outlook and confirm in Task Manager that no Outlook.exe or MSOSYNC.exe processes are running.
     2. Apply the ExcludeExplicitO365Endpoint registry flag (per the referenced guidance) so Outlook stops trying to connect to Microsoft 365 instead of the hosted Exchange server.
     3. Restart the PC.
     4. Open Control Panel > Mail > Show Profiles….
     5. Remove the old profile(s) that used the temporary mailbox.
     6. Click Add…, create a new profile, and add the correct Exchange account (business email address and password).
     7. Start Outlook with this new profile and verify only the correct Exchange account is present and set as default.
8. If still unable to receive/sync or switch back to New Outlook
   • Use the Outlook.com / Outlook help channels:
     • In Outlook.com, select Help on the menu bar, enter the issue (e.g., “not receiving email” or “New Outlook sync problem”), and if self‑help does not resolve it, scroll to Still need help? and choose Yes to contact support.
     • If sign‑in is not possible, use the dedicated sign‑in help link from the article.
   • For broader Microsoft account or subscription issues, use the Account & Billing Help entry point.

These steps cover connectivity, sync, account configuration, device partnerships, and New Outlook client corruption, which are the main causes of not receiving or synchronizing email and issues switching between classic and New Outlook.

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References:

• I can't send or receive messages in Outlook
• Fix email sync issues by removing a device from your Outlook mailbox
• Troubleshoot Outlook email setup
• Outlook is using a temporary email and I cannot receive emails - Microsoft Q&A
• Stopped receiving emails on my account. - Microsoft Q&A
• Yahoo Account No Longer Syncing to Outlook - Microsoft Q&A
• New Outlook has stopped working, Fails when starting after 30 to 60 seconds - Microsoft Q&A
• Outlook.com address returning TooManyObjectsOpenedError - Microsoft Q&A