Why do I keep getting a network timeout message?

Question

I'm working on a Mac. I've done every step of the various help messages I've seen, and I still can't get Microsoft to open properly. All I get is the same network timeout message. I'm really frustrated now.

Answer 1

On Mac, a persistent network timeout or “no network” style message in Microsoft 365 apps is usually tied to one of these causes:

1. Outlook or the app is actually offline
   • In Outlook for Mac, check Outlook > Work Offline and make sure it is not selected.
   • Also confirm the Mac can reach websites in a browser.
2. The network is reachable, but Microsoft sign-in or mail services are being blocked locally
   • Check System Settings > General > Date & Time and turn on Set time and date automatically. Incorrect time can break secure sign-in.
   • If the issue affects Microsoft apps only, remove old Microsoft sign-in cache:
     • Close all Microsoft apps.
     • Open Keychain Access.
     • Search for and delete entries related to Office, Microsoft, ADAL, and MSOID.
     • Restart the Mac and try again.
3. Outgoing mail authentication or account settings are wrong If the problem is in Outlook for Mac sending/receiving mail:
   • Go to Tools > Accounts.
   • Select the account.
   • Verify the email address, user name, and password.
   • Under Outgoing server, select More Options and enable the required SMTP authentication method.
4. A firewall, proxy, or network restriction is interfering
   • Some networks block the outgoing mail server or require a proxy.
   • If this happens on one network, try another network.
   • If a proxy or alternate SMTP server is required, enter it in the account settings.
5. The app is hanging while contacting a remote source If the message appears when opening or saving files:
   • If it happens only with certain files, check whether those documents contain links to remote sources that were moved or deleted.
   • If it happens with all files, network speed or network load may be the cause.
   • If the app is stuck and needs to be closed, press CTRL+SHIFT+ESC to open Task Manager, select the blocked app, and choose End Task. Warning: unsaved data will be lost.
6. Office installation may need repair If the “Contacting the server for information” message stays for a long time or happens regularly across documents, repairing the Office installation is recommended.

If the issue is specifically that Microsoft 365 apps on Mac say there is no network even though browsing works, the most relevant next steps are:

• verify Date & Time is automatic,
• clear Microsoft entries from Keychain Access,
• restart the Mac,
• then try signing in again.

If Outlook is the affected app, also verify Work Offline is off and recheck the account’s SMTP/authentication settings.

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References:

• I can't send or receive messages with Outlook for Mac
• Why am I getting the message "Contacting the server for information"?
• Cant sign in to 365 - no internet error - Microsoft Q&A