outlook sync issues

Hi Mohube Rapodile

Thank you for reaching out to the Microsoft Q&A Forum. I understand how frustrating it can be when your emails aren't syncing correctly on the New Outlook for Mac.

Please try these steps:

1. Reset the Account within Outlook

• Navigate to Tools > Accounts.
• Select the affected email account from the left-hand pane.
• Click the Reset Account button (or the ... icon next to the account name).
• Restart Outlook when prompted.

2. Verify "Work Offline" Status

• Go to the Outlook menu in the top Apple Menu bar.
• Ensure that Work Offline is unchecked. If it is already unchecked, try toggling it On and then Off again to refresh the connection.

3. Clear the Folder Cache

• If the issue is limited to a specific folder (e.g., your Inbox), you can force a re-download of those items.
• Right-click on the Inbox folder in your sidebar.
• Select Properties.
• Click Empty Cache and then click OK.

4. Switch to Legacy Outlook

• Click on the Outlook menu and uncheck New Outlook.
• Check if your emails appear in the Legacy version.

If they do, you can switch back to the New Outlook; this toggle often triggers a background database repair.

If you are using an IMAP account (like Yahoo, iCloud, or a custom provider), please ensure your "Microsoft Cloud" sync settings are enabled when prompted, as the New Outlook requires this to bridge the connection for certain providers.

Please feel free to let me know how it goes. I truly appreciate your time and understanding.

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If your emails are not appearing in Outlook, especially when using Cached mode, it could be due to synchronization issues. Here are some steps you can take to troubleshoot the problem:

1. Check for Offline Folder Synchronization: Right-click on your offline folder (like Inbox), select Properties, and then go to the Synchronization tab. Verify that the synchronization settings are correct.
2. Use the /cleanips Switch: This command can help resolve issues with items stuck in the incoming item processing pipeline. To use it:
   • Exit Outlook if it's running.
   • Open the Run dialog (Windows + R) and type Outlook.exe /cleanips.
3. Clear Offline Items: If the above doesn't work, you can clear offline items in your Inbox:
   • Right-click the Inbox folder and select Properties.
   • Go to the General tab and select Clear Offline Items.
   • Click OK and then press Shift + F9 to force a resynchronization.
4. Check the OST File: If synchronization issues persist, it might be due to a damaged Offline Outlook Data File (.ost). You can use the OST Integrity Check Tool (Scanost.exe) to diagnose and repair synchronization issues. This tool will compare your local .ost file with the mailbox on the Exchange Server and attempt to reconcile any differences.

If you continue to experience problems after trying these steps, it may be necessary to look into further troubleshooting options or consult with your IT department.

References:

• Issues when you synchronize your Exchange Server mailbox with your .ost file in Outlook
• Sometimes emails do not appear in Cached mode Inbox even if they were synchronized down from mailbox