Unable to access office 365 apps on mobile

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Unable to access office 365 apps on mobile

Lisa McGhee 20

Outlook and other apps on my mobile phone do not respond after I type in my email account. It goes to a black page. I've even uninstalled and downloaded the Outlook app again, but that has not helped. My Microsoft 365 Personal subscription was just renewed, so not sure if this is the cause but I need some help.

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Answer 1

Winnie-B 7,765 Microsoft External Staff Moderator

Hi Lisa McGhee

From your description, I understand how frustrating this must be, especially when the apps stop responding right after you enter your account details.

Just to confirm: Are you using a personal Microsoft account (such as @outlook.com, @hotmail.com, @live.com) on the phone?

If you're using personal Microsoft account, please try the following:

1, Update Android System WebView and Google Chrome

Outlook mobile uses an embedded web sign‑in page. If these components are outdated, it may show a black screen.

Open Google Play Store
Search for:
- "Android System WebView"
- "Google Chrome"
Tap “Update” if available
Restart your phone afterward

2, Clear cache for Outlook

Go to Settings > Apps > Outlook > Storage
Tap Clear cache (only cache, not data)

This helps reset temporary files that can block the sign‑in page.

3, Check battery/data restrictions

Some Android devices restrict background components needed for sign‑in:

Go to Settings > Apps > Outlook > Battery
Set to "Unrestricted" or disable optimization

This can prevent the sign‑in screen from freezing.

4, Test sign‑in via browser

On your phone browser, go to: https://account.microsoft.com
Try signing in there

If it works in browser but not in the app, this confirms the issue is app/device‑side (not your account or subscription).

Please feel free to let me know how it goes. Thank you so much for your time and understanding.

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Winnie-B 7,765 Reputation points Microsoft External Staff Moderator

2026-04-22T04:03:27.4066667+00:00

Good day Lisa McGhee, I hope you're well. May I know if you've got any chance to check my reply? If you have any further updates on this issue, please feel free to reach back. I'm happy to help you.
Lisa McGhee 20 Reputation points

2026-04-22T14:33:45.0033333+00:00

Hi Winnie. I was able to sign in using the browser on my mobile. It is an @outlook.com personal account. I didn't see "Android System WebView" in the store (only ones that said Dev or Test). Chrome showed as already installed. I did change the Outlook battery setting and then followed your instructions to sign in using Chrome.

After successfully signing in using the Chrome browser app on the phone, I then tried the Outlook app again, but it still goes to a black screen after I submit the email address. After 30 seconds it has a pop up that says Outlook isn't responding, close app or wait. If I do nothing it returns to the app.

I've already uninstalled and reinstalled the Outlook app. Do you have any additional advice on what the issue might be or what steps to try next?

I appreciate your assistance. Thank you!
Winnie-B 7,765 Reputation points Microsoft External Staff Moderator

2026-04-23T06:24:17.8033333+00:00
Hello Lisa McGhee

Thank you for the detailed update. It is great news that you can sign in via the browser, as this confirms your account and subscription are in good standing.

Please try these next steps to address the app-specific freezing:

1, Force Update WebView via Settings

Go to your phone's “Settings” > “Apps” > “See all apps”.

Find Android System WebView. If it is disabled, "Enable" it.

If it is enabled, click the three dots in the top right and select “Uninstall updates”, then go back to the Play Store to see if an “Update” button now appears.

2, Clear All Data (Reset App)

A reinstall sometimes leaves old configuration files behind.

Go to “Settings” > “Apps” > “Outlook” > “Storage & Cache”. This time, select “Clear Storage” or “Clear Data”.

Warning: This will remove all accounts currently signed into the app, but since you are currently unable to sign in, it is a necessary step to ensure a clean slate.

3, Check System "Default Browser"

Ensure Google Chrome is set as your default browser, as Outlook often uses the default browser's engine to render the login page.

Go to “Settings” > “Apps” > “Default apps” > “Browser app” and ensure Chrome is selected.

4, Disable Display Overlays

Sometimes "Blue light filters" or "Screen dimming" apps (like Twilight or specialized Samsung/Pixel game overlays) can interfere with secure login screens. Please temporarily disable any screen-filtering apps or "Easy Mode" settings and try the login again.
Lisa McGhee 20 Reputation points

2026-04-24T03:36:34.02+00:00

Hi Winnie. I followed every step above, but the result is the same. The Outlook app has the error that says to close the app or wait.

The other frustration is the same issue happens with Microsoft Authenticator and Word. I'm having to work around the MFA. I was hoping once we resolve the Outlook issue it would fix the other apps too.

I am on Android v16 and security patch level Feb. 2026 if that helps.

Thank you again for all your help so far.
Lisa McGhee 20 Reputation points

2026-04-24T15:41:47.9133333+00:00

Quick update. A couple of hours after my last comment, I noticed that my phone was restarting by its self. Once it came back up I was able to get into all the problematic apps. Thank you!
Lisa McGhee 20 Reputation points

2026-04-24T15:48:23.87+00:00

I believe the advice that resolved this was most likely resetting the Android System WebView back to the default setting and then doing a fresh update of it.
Winnie-B 7,765 Reputation points Microsoft External Staff Moderator

2026-04-26T07:30:22.5233333+00:00

Hi Lisa McGhee

You’re very welcome and thank you for the update! I’m glad to hear everything is working again.

If you need anything else, feel free to reach out. Take care.

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