Problem with Outlook app

Question

Hello,

For several days I have not been able to send emails from the outlook application, the emails I try to send are directly in the outbox despite a good connection.

In addition I tried to delete the application and reinstall it to see if the problem persisted, by reinstalling it I no longer have access to any of my old emails or files the account is completely empty.

I have to connect to the web version in order to have access to my account and there strangely I can send an email without any problem.

Can you please help me solve the problem so that I can find my account on the Outlook application and especially be able to send emails without any problem.

Thank you in advance.

Answer 1

Dear Hayes Lenora,

To ensure I understand your request correctly and to support you as effectively as possible, I need more specific information from you:

Is this a Microsoft 365 work or school account, Outlook.com account, or another email provider?

After reinstalling Outlook, did you add the same email address, and does the account show as connected without an issue?

Does the app show “Working Offline,” “Disconnected,” “Not Syncing,” or any other message?

Are incoming emails also missing, or is the issue limited to sending?

When was the last time the application successfully sent and received email?

Are both old and new emails missing from the application?

Can you receive a newly sent test email in the application?

Does the issue continue on another network or another device?

Is anyone else in your organization experiencing the same issue?

In the meantime, kindly try the outlined steps from AI-generate and check if it helps the issue.

Your provided information will help me assist you more promptly and efficiently.

Answer 2

Since email works in Outlook on the web but not in the Outlook app, this points to an Outlook app issue rather than a mailbox issue.

Try these steps in order:

1. Check that Outlook is not offline
   • In classic Outlook, look at the status bar at the bottom.
   • If it shows Disconnected, Working Offline, or Trying to connect..., go to Send/Receive and select Work Offline to switch back online.
   • Then try Send/Receive again.
2. Force a manual sync
   • In Outlook, go to the View tab and select Sync.
   • A status message should appear at the bottom while Outlook syncs.
   • Note: manual Sync is not available in the same way for third-party accounts such as Gmail, Yahoo, iCloud, or generic POP/IMAP accounts.
3. Check the Outbox for a stuck message
   • Open the Outbox.
   • Start with the oldest message.
   • If a message has a large attachment, remove it and try again.
   • Messages with attachments larger than 20 MB can block sending.
4. Re-enter the account password in new Outlook
   • Select the email account name.
   • When prompted to sign in, select Continue.
   • Complete sign-in with the current password.
   • If Outlook shows Please create an app password for Outlook on your email provider's site, generate an app password with the email provider and use that in Outlook.
5. Repair the Outlook profile
   • If reinstalling Outlook left the app empty or not syncing older mail, repair the Outlook profile or create a new one.
   • A damaged profile can prevent sending and syncing.
6. Start Outlook in safe mode
   • Press the Windows key.
   • Type outlook.exe /safe and press Enter.
   • If sending works in safe mode, an add-in or profile issue is likely involved.
7. Repair Outlook
   • If the issue continues, repair the Office/Outlook app.
   • This can take up to about 30 minutes.

If the account is still empty in the app after these steps, but the full mailbox is visible in Outlook on the web, the mailbox data is still on the server and the problem remains local to the Outlook app profile or sync state.

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• I can't send or receive messages in Outlook
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