Since latest update Outlook on Mobile does not download new messages

Question

Since latest update Outlook on Mobile does not download new messages

Patrick939 25

Having issues with multiple customers that the latest Outlook does not show any messages. Happens on iOS and Android. I can send an email within the Outlook app but when i get a reply back the Outlook app does not show any incoming messages. Added my account on the gmail app and it works perfectly.

Note: Multiple customers, multiple phones and multiple accounts are affected! This is not a standalone issue; it affects multiple people.

Simply to reproduce:

Remove Outlook
Install Outlook
Add Account
No error messages appears. Inbox is empty.
Sending a message works but no incoming messages are shown.

Note: We use Exchange 2019 / SE On Premise. I'm the system administrator of the environment, happens on already 4 affected phones. Im on version 5.2634.1 on both phones that i own and tested. Will try to download an older apk and reply back but it seems an issue on this specific version.

Please fix asap.

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1 answer

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Answer 1

Hi @Patrick939

I understand how inconvenient this situation is, especially as the same behavior is affecting multiple accounts and devices on both iOS and Android.

Based on the testing you have completed, this does not appear to be an isolated mailbox or device issue. Outlook can still send messages, incoming messages appear correctly in another mail app, and an older version of Outlook works normally. This suggests that the behavior may be related to the current Outlook Mobile version or its synchronization with your on-premises Exchange environment. However, I have not been able to verify an officially confirmed issue specifically affecting version 5.2634.1.

Since the issue affects multiple accounts and devices, please contact Microsoft Support so the team can investigate further and collect the necessary diagnostic logs:

Visit Contact Microsoft Support.
Select Show expanded list of products.
Select Outlook > Get Home support.
Type Outlook live chat in the search box, then select Get Help > Contact Support.
Sign in to the affected account. If that is not possible, use a different Microsoft account to access the available support options.
Under Products & Services, select Other Products > Outlook, then choose Chat with a support agent in your web browser.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

Thank you for your understanding.

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