Frequently Asked Question

Knowledge Base Article: Outlook isn't syncing emails

Outlook has stopped populating new emails or is not sending new emails out.

Overview:

This guide outlines the steps to troubleshoot and resolve issues when O365 Outlook has stopped sending and receiving emails, but those emails work fine on the outlook web app.

Steps to Troubleshoot:

Check Sync status

• Navigate to the Send/Receive tab
  • Select "Update Folder"
    • New popup window will report the progress and close if successful.
    • If it is not successful the popup window can often report to you the issue.

• Outlook needs new credentials
  • Look at the status bar at the bottom of the outlook window.
  • Is there a warning icon and a "Sign in required" or similar notification?
  • Have the user enter their credentials again. This is common after a password change.

• Another email is connected and is not syncing
  • File>Account Settings>Sign out
  • Sign in by adding the account again with the +Add Account button

• The credentials are fine or were not changed.
  • The Outlook profile has likely failed or has corrupted.
  • Open the control panel and open "Mail (Microsoft Outlook)"
  • This will open Outlooks "Mail Setup
  • Select Show Profiles
  • Select the outlook profile or the listed profile if it has already been changed.
    • Could be called Default or another variation
  • Select remove to delete the profile and accept any warnings.
  • Select Add to create a new profile. Change the name to something that was not used.
  • Follow the Account setup wizard to add the users email.
    • If it is functioning as intended the fields should auto populate.
  • Perform a send receive again if it does not launch automatically and allow the inbox to be rebuilt.