Outlook Classic not updating inbox

Question

Hello. I have encountered this issue twice within the last week of users who are still on outlook classic not receiving emails to their inboxes. I understand that there is a push to move users away from classic outlook, but this is not an option for them due to missing components on the new outlook. I need to know how to fix and prevent this issue from happening so my users can continue to communicate with their emails.

Answer 1

Hi @E,

Welcome to the Microsoft Q&A forum.

I would like to provide you with the following information.

At the present time, Microsoft continues to support Classic Outlook until 2029 and does not take any actions to force users to fully migrate to the new Outlook during this period.

To resolve this issue, please follow the steps below:

1. Check Outlook Status

Please make sure that Outlook is working normally and that no unusual error messages are displayed.

1. Check if Work Offline mode is turned on

• Click Send/Receive > Work Offline
• 
• If Work Offline mode is enabled, please disable it.
• If it is already disabled, please enable it temporarily, then disable it again and check if the problem persists

1. Clear Outlook cache

• Step 1: Close Outlook completely.
• Step 2: Press the Windows + R keys.
• Step 3: Enter the following path and then press Enter: %localappdata%\Microsoft\Outlook\RoamCache
  • Step 4: Press Ctrl+A to select all the files and then delete them.

1. Empty the Deleted Items folder

Please check and delete all emails contained in the Deleted Items folder.

1. Create a new Outlook profile

To create a new Outlook profile, please follow the steps below:

• Step 1: Close Outlook completely.
• Step 2: Open the Control Panel > select Mail (Microsoft Outlook).
• Step 3: Click View Profiles > Add, and then create a new Outlook profile.
• Step 4: Select the newly created profile and set Always use this profile.

1. Remove and reassign the license from the account

Note: This step requires Admin rights in the tenant. If you do not have these rights, please contact your organization's IT department for assistance.

• Step 1: Go to admin.microsoft.com.
• Step 2: Click Users > Active Users, then select your account.
• Step 3: Click on Licenses & Apps.
• Step 4: Uncheck Exchange Online, and then check it again in order to reassign the license.

I hope this information will be useful to you. Please follow these steps and let me know if it works for you. If not, we can work together to solve this problem.

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

Looking forward to continuing our exchange.

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