Outlook can display cached messages while a server connection is unavailable. Use the account-specific inbox and compare it with webmail to determine whether the delay is in delivery or synchronisation.
IN THIS ARTICLE
01 What you need before you begin
Identify the exact mailbox and keep webmail open for comparison. Use one newly sent message with a distinctive subject and note its arrival time so you can isolate delivery from Outlook synchronisation.
02 Check for new email and fix Outlook synchronisation delays
- Select the intended mailbox and Inbox. Clear any active search or unread-only filter.
- In classic Outlook, check Work Offline status and use the Send/Receive controls for the account. In new Outlook, use its available sync/refresh controls and account status.
- Check Junk, focused or other inbox views where enabled, and folders targeted by rules.
- Send a uniquely titled test message and compare its arrival in webmail and Outlook. Record any account or authentication warning.
03 Confirm the expected result
A message visible in webmail but absent in Outlook points toward client sync, filtering or folder configuration. A message absent from both needs server delivery and quota investigation.
04 Troubleshoot unexpected results
Check connectivity, saved authentication and the account's folder settings. Avoid rebuilding the profile until you have secured local-only messages and archives. Repeated password resets will not fix an unread filter or a full mailbox.
05 A common question
Does pressing Send/Receive change domain DNS?
No. It asks the client to synchronise mail. Domain routing is a separate server-side configuration and should not be changed merely because one computer is delayed.
06 Example: separate an Outlook sync problem from missing mail
Open the same mailbox in webmail and compare one specific message. If it appears in webmail but not Outlook, investigate the client connection, folder selection and sync behaviour before changing DNS. If it is missing from both, check delivery, filters and other devices rather than assuming Outlook is the only cause.
Record the account type before making changes. POP and IMAP can handle storage and deletion differently. Removing and recreating an account without preserving local-only data can make recovery harder. Keep a backup of local folders or archives before any destructive troubleshooting.
What should I check after reconnecting?
Send a harmless test from an external mailbox. Confirm it appears in webmail and Outlook, then reply and check the received response. Compare the actual folder locations for Sent, Deleted and Archive so that you do not mistake a different folder mapping for lost mail.
When contacting our support team, provide the Outlook edition, account type, error message and whether webmail works. Include the approximate test time and affected mailbox, but do not send the mailbox password. A screenshot of a connection error is usually more useful than a screenshot of your entire inbox.