Issue with inbox not updating with new emails

I am having the same issue. Mine started today 2/11/2025. I haven't received any new emails since 2/10/2025 however if I use the old Microsoft Mail the emails are showing. My problem is with the new Outlook

Exactly same. Waited for tech support twice for over 30mins... no fix, no synch.

I updated 365 Family, deleted and reinstalled Outlook(new).

Primary folder to web domain does not work, other address accounts do work.

Primary folder does work on iphone and ipad.

I think this is a synch issue with new Outlook 365....

IB

Dear Whigham,

Good day!

Thank you for posting to the Microsoft Community. We are glad to assist.

Based on your post regarding "Issue with inbox not updating with new emails". If your desktop Outlook app is not updating the inbox with new emails but the web app and phone app are functioning correctly, the issue may be related to synchronization settings, cached data, or a corrupted profile.

To understand the situation and be able to offer you relevant suggestions, we would need a little more information from you. Kindly help us in providing the following information.

• May I know your affected account type and subscription ? Is it Microsoft365 business or Microsoft Personal account (outlook.com/Hotmail.com/live.com) or any third party account ?
• Could you please provide us product and version details of your Outlook? About Office: What version of Office am I using? - Microsoft Support and What version of Outlook do I have? - Microsoft Support

In the meantime please try the following troubleshooting:

1. **Update Outlook:**Ensure that your Outlook desktop app is updated to the latest version. Go to File > Office Account > Update Options > Update Now.

2. Start Outlook in Safe Mode:

• Press the Windows key + R to open the Run dialog box.
• Type Outlook /safe and press Enter.
• If Outlook opens in safe mode, it indicates an add-in or script might be causing the issue.

3. Disable Add-ins:

• In Outlook, go to File > Options > Add-ins.
• At the bottom, choose COM Add-ins and click Go.
• Uncheck all the boxes and click OK.
• Restart Outlook.

4. Rebuild OST File

• Close Outlook and navigate to the location of the OST file: C:\Users<YourUsername>\AppData\Local\Microsoft\Outlook
• Rename the OST file to backup.ost.
• Restart Outlook, and it will create a new OST file.

5. Repair Outlook

• Go to Control Panel > Programs > Programs and Features.
• Find Microsoft Office in the list, select it, and then click Change.
• Choose Repair, and follow the prompts. You can choose either a Quick Repair or an Online Repair.

6.Clear Outlook Cache:

• Close Outlook.
• Go to File Explorer and type**%localappdata%\Microsoft\Outlook**in the address bar.
• Delete or move the Outlook folder.
• Reopen Outlook and check if the Quick Steps load properly.

Note: Clearing the cache will cause Outlook to rebuild it, so it may take some time on the next launch.

7.Use the SARA Tool: I suggest using the Support and Recovery Assistant (SARA) tool. You can find more information about it here. This tool is designed to diagnose and resolve various Outlook issues.Microsoft Support and Recovery Assistant

8. Create a New Outlook Profile:

• Close Outlook.
• Open the Control Panel and search for Mail.
• Click Show Profiles.
• Click Add to create a new profile.
• Follow the prompts to set up your email account.

9. **Reinstall Microsoft Office:**If the issue persists, reinstalling Outlook may resolve underlying software issues:

• Uninstall Outlook via Control Panel > Programs and Features.
• Reinstall via your Microsoft 365 subscription.

I hope the above information will be helpful. Please feel free to let me know if you have any other concern or if I get you wrong. Glad to assist you.

We sincerely appreciate your patience and cooperation. Thanks for your precious time!

Sincerely

Microsoft Community Moderator

I am having the same issue. All my shared mailboxes stopped refreshing from this morning. It affects multiple laptops/Outlook but the phone app is working fine.

I have had the same problem. I tried all of the fixes that Eleni suggested, and none have worked. This is a fairly recent problem, over the last couple of months. Like the poster, could have been last September but at the very least on some new installs over the past couple of months. On some computers with outlook it is not an issue, and I cannot correlate the actual problem to anything other than waiting for a long time.

I have noticed a few things - note I have a lot of messages in Google mail -

1. Leaving Outlook to sync for long times (setting computer to not sleep, etc) over the course of a week or more can help. Turn off updates so it doesn't reboot in mid-sync.
2. Sometimes closing and opening helps after a reboot, sometimes it does not, usually it does not.
3. While syncing - looking at the task manager performance CPU in graph form, it seems a processor core has to be running at close to 100 percent. That task can switch across cores, but seemst to be single-threaded. If that isn't running, it likely isn't syncing, no matter what Outlook is claiming.
4. The ethernet connection will show periodic spikes, on some systems as slow as 56 kbps, while syncing. It appears to be asking for new data fairly slowly and the processor core can dip at this same time.
5. It is somewhat indeterministic whether it will get new mail and then try to sync, or sync and then get new mail. If it is the latter, forget it because it could take a week. A fresh install or recent change to email server settings will make it more likely to get new mail, but it will not eliminate the problem.
6. I was on the support tool with Microsoft over the course of a couple of weeks and it was to no avail.
7. This is also happening on computers with existing installs, but in general they are faster because they are already synced.
8. New outlook works but because it doesn't use a .PST file it doesn't really serve my needs. Gmail web is my alternative if I know there is a message or attachment to get to the PC. Outlook has become less usable in this regard and I am questioning whether support has any concern for this.
9. Syncing can be slightly faster if you turn off other folder syncs (when in Outlook Ctrl-Alt-S, Edit.. then uncheck "Get folder unread count for subscribed folders, and check "Receive mail items" and select "Use the custom behavior defined below" then only check the inbox. It seems Outlook is doing a round-robin polling of the folders and this slows down the syncing. I tried to do this and then reselect all folders, but it seems like it redoes all of the syncing first (i.e. wait a week or two).

YMMV