New Outlook Not Receiving New Emails

Applies To: Microsoft Outlook (New Outlook)

Symptoms: New emails are not appearing in Outlook, folders are not updating, or Outlook appears to stop syncing new messages.

Overview

Some users may experience an issue where the New Outlook desktop application stops syncing new emails. Before contacting IT, follow the steps below to determine whether the issue is isolated to New Outlook.

Step 1: Verify Emails in Outlook on the Web

1. Open your web browser.
2. Navigate to Outlook on the Web.
3. Sign in using your company email account.
4. Compare your Inbox in Outlook on the Web to your New Outlook desktop application.

Check for the Following:

• Are recent emails visible in Outlook on the Web?
• Are emails missing from the New Outlook desktop application?
• Does Outlook appear more up to date on the Web than the desktop application?

If the emails appear correctly in Outlook on the Web but not in the desktop application, continue to Step 2.

Step 2: Open Classic Outlook

Option 1: Use the New Outlook Toggle

1. Open the New Outlook application.
2. Locate the New Outlook toggle in the upper-right corner. ( or in Help tab )
3. Turn the toggle Off.
4. Allow Classic Outlook to open.

Option 2: Search for Classic Outlook ( If you can’t find toggle)

1. Click the Windows Start Menu.
2. Type Outlook (Classic) into the search bar.
3. Open the Classic Outlook application if it appears in the search results.

Step 3: Verify Email Synchronization

Once Classic Outlook opens:

1. Check whether recent emails appear.
2. Send yourself a test email
3. Confirm your Inbox is up to date.
4. Verify that new emails continue to arrive.

Results

If Classic Outlook Works

You may continue using Classic Outlook as a temporary workaround.

If Classic Outlook Is Not Installed

Please contact the IT Department for assistance.

If Both Versions Have the Same Issue

If recent emails are missing in:

• New Outlook
• Classic Outlook
• Outlook on the Web

Please contact the IT Department for further troubleshooting.

If Outlook on the Web Works but Both Desktop Versions Do Not

Please contact the IT Department.

When to Contact IT

Contact the IT Department if:

• Classic Outlook is not installed on your computer.
• Emails are not syncing in both New Outlook and Classic Outlook.
• Outlook on the Web is also missing emails.
• You continue experiencing synchronization issues after following the steps above.