Incoming Emails

Question

I'm having an issues seeing new incoming messages they are not appearing in my inbox I tried all the suggestions to fix the issue and none of them have worked on on a VA GFE device so what else could the issue be.

Answer 1

Good day,

Thank you for your efforts in working through the troubleshooting steps 

Since you're using New Outlook for Windows on a VA GFE device, and you've already tried the common troubleshooting steps without success, the issue may be related to one of the following: 

• New Outlook's sync/cache process is stuck or corrupted 
• A VA/GFE network or security policy is preventing New Outlook from syncing properly 
• Messages are being delivered but are being moved, filtered, redirected, or quarantined before they appear in the Inbox 

Please try the following: 

1/ Test in Outlook on the web 

• Sign in to Outlook on the web using the same account and check whether new messages appear : https://outlook.cloud.microsoft/ 
• If new messages appear in Outlook on the web, the issue is likely related to New Outlook synchronization, caching, WebView2, or the local device. 
• If new messages do not appear in Outlook on the web either, the issue is more likely related to mail flow, mailbox configuration, rules, quarantine, licensing, or Exchange Online. 

2/ Repair and reset New Outlook 

On your GFE device: 

• Open Windows Settings 
• Go to Apps > Installed apps 
• Locate Outlook (New Outlook) 
• Select Advanced options 
• Choose Repair first 
• If the issue persists, select Reset 

 

 

3/ Repair or reinstall Microsoft Edge WebView2 

• New Outlook relies heavily on Microsoft Edge WebView2. On managed government devices, WebView2 functionality or network access may be restricted by security policies, proxies, or endpoint protection tools. 

Please ask your VA IT administrator to verify: 

• Microsoft Edge WebView2 Runtime is installed and functioning correctly 
• WebView2 is allowed by endpoint security policies 
• Outlook and New Outlook can access required Microsoft 365 service endpoints 

4/ Disable Offline access 

In New Outlook: 

• Select Settings 
• Navigate to General > Offline 
• Clear Allow offline access to email, calendar, and people 
• Close and reopen Outlook 
• Test whether new messages are received 

This may force New Outlook to rebuild its local synchronization state. 

5/ Ask IT admin to run a Message Trace 

If the missing messages do not appear in Outlook on the web, your IT administrator should run a message trace for an affected sender or message. 

A message trace can confirm: 

• Whether Exchange Online received the message 
• Whether it was successfully delivered to the mailbox 
• Whether it was redirected or forwarded 
• Whether it was quarantined 
• Whether a transport rule blocked it 
• Whether delivery was delayed or failed 

For reference: Message trace in the new EAC in Exchange Online | Microsoft Learn 

If the issue persists: 

Please contact your VA IT administrator for further investigation. They can review mailbox settings, Exchange Online logs, security policies, transport rules, and device management configurations that are not accessible through this support forum. 

If you’re unsure who your IT admin is, you can find guidance here: How do I find my Microsoft 365 admin? - Microsoft Support.  

Note: We appreciate your understanding regarding the scope of support available through this forum. As moderators, our role is to provide general guidance and assist with common troubleshooting steps. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.  

I hope this helps point you in the right direction. If you have any questions or need clarification on any of the steps above, please let me know and we'll be happy to assist further.  

Thank you for your patience and understanding. 

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