EMAIL ISSUE

Question

Hello, it has been a few days since I could use my business email. Can someone assist me? I can't send or receive emails on my account. Thank you.

Thank you

Answer 1

Dear Diriba Sapanie,

Thank you for reaching out. To help identify whether the issue is related to Outlook or to the mailbox itself, could you please check the following:

1. Please sign in to Outlook on the web and check whether you can send and receive emails there.
2. When you try to send an email, do you receive any error message or delivery failure notification? If so, please take a screenshot and share it with me.
3. Does this issue affect only your email account, or are other users in your organization experiencing the same problem?
4. Are you able to sign in to the affected Microsoft 365 account normally?
5. Does the sending/receiving issue affect all internal and external recipients, or only specific users?

In the meantime, please try these troubleshooting steps below:

1.Check mailbox storage:

• Open Classic Outlook.
• Select File.
• Go to Info.
• Under Mailbox Settings, check the Mailbox Usage bar to see if your mailbox is full or close to its storage limit.

2.Start Outlook in safe mode:

• Close Outlook completely.
• Press Windows + R.
• Enter: Outlook.exe/safe
• Select OK.
• Test again.

3. Clear the cached Outlook credentials

• Open Control Panel > Credential Manager > Windows Credentials.
• Review the saved Microsoft Office/Outlook credentials associated with the affected work account.
• Remove the relevant cached credentials, then reopen Outlook and sign in again when prompted.

4. Create a new Outlook profile

• Close Outlook.
• Open Control Panel.
• Search for and open Mail (Microsoft Outlook).
• Select Show Profiles.
• Select Add.
• Create a new profile and add your account.
• Start Outlook using the new profile.

Please feel free to reply below if you have any update or further concern. I am looking forward to your response!

Answer 2

For a business account that cannot send or receive email for several days, use this order of checks:

1. Sign in to Outlook on the web.
   • If mail works there, the issue is likely the Outlook app or the local profile.
   • If mail does not work there either, the issue is more likely with the mailbox or Microsoft 365 service.
2. Run Microsoft Support and Recovery Assistant on the affected computer.
   • Microsoft recommends this as a first step for a single user having trouble receiving email in Microsoft 365 for business.
   • It can detect and help fix many Outlook and Microsoft 365 account issues.
   • Note: Get Help troubleshooters are not available for new Outlook for Windows.
3. Check whether the mailbox or cloud storage is full.
   • If Microsoft cloud storage is full, email cannot be sent or received.
   • Messages sent while storage was full are bounced back to the sender and are unrecoverable.
4. Check account access issues.
   • If the password was changed recently, update it in Outlook.
   • The account might be temporarily blocked because of unusual sign-in activity. If so, unblock the Outlook.com account.
5. If only sending is failing, check these common causes:
   • Attachments larger than 25 MB cannot be sent in Outlook.com.
   • If a non-delivery receipt was received, review the reason in that message.
   • A signature can sometimes prevent sending; remove it and try again.
   • New Outlook.com accounts can have a temporary low sending quota until credibility is established.
6. If only receiving is failing, check these common causes:
   • Review the Other tab.
   • Check Junk Email settings and the Junk Email folder.
   • Restore sort order with Filter > Sort > Date.
   • Check whether forwarding is enabled.
   • Check for email rules that move or hide messages.
7. If Outlook desktop is the problem, use the business troubleshooting path.
   • Microsoft provides a connection troubleshooter for Outlook with Microsoft 365 accounts.
8. If this affects only one business user and Outlook on the web also fails, ask a Microsoft 365 admin to check:
   • Admin > Service health > View the service health for Exchange Online issues.
   • Run the Diag: Troubleshoot Email Delivery diagnostic in the Microsoft 365 admin center.

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