emails are not loading

Question

None of the emails in our office are loading.

There are 3 differnt emails here at our office and none of them are loading.

we cannot send or receive emails since Friday.

Answer 1

Hi Alicia,

Thank you for reaching out to Microsoft Q&A.

Since all three email accounts in your office are unable to send or receive emails, please check the following:

• Confirm whether the affected users can access and send/receive emails in Outlook on the web ( https://outlook.office.com )
• Check the mailbox storage for each affected user to ensure the mailbox is not full.
• Review Health > Service health in the Microsoft 365 Admin Center for any service incidents.
• Verify that the affected users have active Microsoft 365 licenses assigned.
• Test from a different network or device, if available.

Please share the results of these checks, along with any error messages or screenshots, and we'll be happy to assist further.

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Answer 2

Test the office Internet connection and each mailbox in webmail before changing New Outlook, because three accounts failing together may indicate a shared network or mail-provider issue rather than three separate app failures.

1. Isolate the affected system

1. Test the office Internet connection
   • On an affected PC, open a browser and visit a known working website.
   • If websites do not load, troubleshoot the office router, firewall, DNS, or Internet connection first. Outlook cannot send or receive without connectivity.^1^
2. Test each account through its provider’s webmail
   • Sign in to each mailbox using a browser.
   • Send a short test message from one office account to another.
   • Check whether the message arrives.

Use the result to choose the next branch:

• Webmail also fails: This is not limited to New Outlook. If the accounts share the same provider or email domain, contact that provider or your office email administrator.
• Webmail works: Mail service is operating; use webmail temporarily and troubleshoot New Outlook using section 3.^2^
• Only one account fails in webmail: Investigate that mailbox with its provider rather than repairing Outlook for every user.

If these are Microsoft-hosted mailboxes, also check whether their Microsoft cloud storage is full. A full mailbox prevents both sending and receiving; remove or move content and then retest.^1^

2. If these are Microsoft 365 business accounts

A Microsoft 365 administrator—or a user assigned the Service Support or Helpdesk admin role—should:

1. Open Microsoft 365 admin center → Health → Service health.
2. Check Exchange Online under:
   • Active issues Microsoft is working on
   • Issues for your organization to act on
3. Because the failure began Friday, also open Issue history, which shows resolved incidents and advisories from the previous 7 or 30 days.^3^

If an Exchange Online incident matches the symptoms, monitor that incident for Microsoft’s updates instead of changing every PC. No available public information confirms a specific Friday outage for this office.

If no incident is listed:

1. In the Microsoft 365 admin center, run Diag: Troubleshoot Email Delivery using a recent sender and recipient.
2. If necessary, open Exchange admin center → Mail flow → Message trace.
3. Search for a recent test message and inspect its status and How to fix it details.^2^

These tools require Microsoft 365 administrator access. If that is unavailable, give these steps and the exact failure start time to your administrator or IT provider.

3. If webmail works but New Outlook does not

Perform these steps on one PC first:

1. In New Outlook, select View → Sync and wait for the synchronization status to finish. Manual Sync is not available in the same way for some third-party POP, IMAP, Gmail, Yahoo, or iCloud accounts.^1^
2. If an account password recently changed, select the account name, choose Continue, and sign in with the new password. If Outlook explicitly requests an app password, obtain one from the email provider.^1^
3. Close Outlook. Open Windows Settings → Apps → Installed apps → Outlook (new) → Advanced options → Repair, then reopen Outlook and test.^4^
4. If Repair fails, use Reset from the same page. Reset can remove local app configuration, so first confirm that webmail works and that the account credentials are available.
5. If Reset also fails:
   • Uninstall Outlook (new).
   • Reinstall it from Microsoft Store.
   • Install pending updates under Settings → Windows Update and Microsoft Store.
   • Restart Windows and test again.^4^

If all three accounts work in webmail but fail in New Outlook on multiple office computers, report the affected Outlook version, email provider, exact error text, and whether the computers use the same office network to your IT administrator or Microsoft support.

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References

1. I can't send or receive messages in Outlook | Microsoft Support
2. Find and fix email delivery issues as a Microsoft 365 for business admin
3. How to check Microsoft 365 service health
4. New Outlook playing up - Microsoft Q&A