Outlook Web and Desktop not syncing new emails (Mobile works perfectly) - Server-side index issue

Question

Hello,

I am experiencing a synchronization issue with my free Hotmail account. The problem is isolated to the server-side indexing of my mailbox.

Symptoms:

• Outlook.com (Web browser) and the New Outlook for Windows 11 do not display any new incoming emails. The inbox view is completely stuck and shows only old emails.

My mobile device (Pixel 10) receives and displays all new emails instantly without any issues.

Troubleshooting performed:

I have cleared browser caches and tested on multiple browsers and computers. The issue persists.

Because the mobile device syncs flawlessly, the account is clearly active and receiving mail. This strongly indicates that the Exchange/Outlook.com server-side index is broken or stuck for the web/desktop interfaces.

Because I am on a free tier, I am locked out of the direct support chat and cannot submit a ticket to have my mailbox index reset. Could a Microsoft moderator or support engineer please assist and trigger a server-side index rebuild for my account?

I will provide my email address via direct message when requested. Thank you.Hello,

I am experiencing a synchronization issue with my free Hotmail account. The problem is isolated to the server-side indexing of my mailbox.

Symptoms:

Outlook.com (Web browser) and the New Outlook for Windows 11 do not display any new incoming emails. The inbox view is completely stuck and shows only old emails.

My mobile device (Pixel 10) receives and displays all new emails instantly without any issues.

Troubleshooting performed:

I have cleared browser caches and tested on multiple browsers and computers. The issue persists.

Because the mobile device syncs flawlessly, the account is clearly active and receiving mail. This strongly indicates that the Exchange/Outlook.com server-side index is broken or stuck for the web/desktop interfaces.

Because I am on a free tier, I am locked out of the direct support chat and cannot submit a ticket to have my mailbox index reset. Could a Microsoft moderator or support engineer please assist and trigger a server-side index rebuild for my account?

I will provide my email address via direct message when requested. Thank you.

Answer 1

Hi! Sorry to hear that you’re having trouble with this situation. If I understand correctly, this is a Hotmail account, so the address ends in @hotmail.com, correct? Or are you using a Hotmail account configured through a third-party mail server?

On your mobile device, are you using the Outlook app, or a different email app? Also, please sign in at Outlook.com on the web. In the message list, look for the Subject and Received headers, and make sure the arrow next to Received shows “v” and not “^”.