outlook-for-android

Question

Outlook on my Samsung S26 signs into my Microsoft 365 work account (******@kronhr.com) successfully, but no emails, folders, or mailbox content load after sign-in.

The account works correctly in Outlook Web and on another Android device (Samsung S20), so this is not an account or server issue.

Authentication completes without errors, but Outlook mobile does not initialize or sync the mailbox on this device. The inbox remains empty.

I have already tried:

• Removing and re-adding the account
• Clearing cache and app data
• Reinstalling Outlook
• Resetting the account
• Disabling battery optimization
• Testing different Wi-Fi and mobile networks

None of these steps resolved the issue.

Question: How can I force Outlook mobile on Android to rebuild the mailbox profile or trigger a full mailbox sync after successful authentication?

Answer 1

On some Samsung devices, Outlook and other Microsoft 365 apps can fail to load or sync mailbox content even though sign-in succeeds. This has been linked to issues with Android System WebView and with how some OEM power/launch controls affect Microsoft apps.

Use the following sequence on the S26 (some steps are Samsung‑specific but based on similar Samsung models in the context):

1. Fully remove and reinstall Outlook and Teams
   1. Uninstall Microsoft Outlook.
   2. Uninstall Microsoft Teams (if installed).
   3. Reboot the phone.
   4. Reinstall Outlook from the Play Store and sign in again.
   A similar Samsung mobile issue where Outlook/Teams would not work was resolved by completely uninstalling both apps and reinstalling them so they re‑register correctly with the system WebView and account stack.
2. Reset Android System WebView Outlook’s UI and sign‑in flow rely on Android System WebView. A regression in WebView on Samsung devices has previously caused Microsoft apps to stop working or not load content.
   1. Open Settings.
   2. Search for Android System WebView.
   3. Open App details in store.
   4. Choose Remove updates.
   5. Reboot the phone.
   6. Go back to Android System WebView → App details in store and Update it again.
   If Android System WebView does not appear in the normal app list:
   1. Go to Settings → Google → All services → System services.
   2. Select Android System WebView from there.
   3. Then perform the same Remove updates → Reboot → Update sequence.
   After this, launch Outlook and sign in to the Microsoft 365 work account again and wait a few minutes to see if the mailbox initializes and starts syncing.
3. Ensure background and launch permissions for Microsoft apps Some Android devices block Microsoft apps from launching or running in the background, which can prevent mailbox initialization and sync.
   1. In Settings → Apps, locate Authenticator and/or Company Portal (if used with the work account).
   2. Disable any power‑saving or battery optimization that restricts these apps so they can run in the background.
   3. On Samsung devices with auto‑launch/secondary launch controls, ensure Authenticator/Company Portal are allowed to auto‑launch and to start other apps.
   4. Open Authenticator/Company Portal first and confirm it is running and signed in.
   5. Then open Outlook and let it sit on the inbox view for several minutes to allow the first full sync.
4. If the account still will not initialize Since the account works on Outlook Web and another Android device, and the above steps rebuild the local app state and WebView layer, a persistent failure on this single device after these steps points to a device‑specific issue. In that case:
   • Contact the Microsoft 365 admin or IT support for the work account so they can verify there are no device‑specific conditional access or compliance blocks for this S26.
   • If this is a personal Microsoft 365 subscription (no admin), use the Outlook mobile troubleshooting guidance and, if needed, contact Microsoft support for Outlook for Android.

These steps force Outlook and its underlying WebView and authentication components to rebuild their local state and typically restore mailbox initialization and sync on affected Samsung devices.

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References:

• Troubleshoot Outlook mobile issues
• Can't sign in to the Outlook mobile app
• Failed to add Microsoft 365 account or cannot sync new messages with your existing Microsoft 365 account?
• Fix email sync issues by removing a device from your Outlook mailbox
• Outlook is using a temporary email and I cannot receive emails - Microsoft Q&A
• My Microsoft Apps have stopped working on my Samsung Ultra S25 - Microsoft Q&A
• Cannot log in Outlook. - Microsoft Q&A
• New Outlook has stopped working, Fails when starting after 30 to 60 seconds - Microsoft Q&A