![]() Important: traceroute must be run during the time when the user is experiencing the issue from the computer that is experiencing the issue. Note: Despite the fact that normal websites may be opening fine, there can be some connection lags or interruptions on a particular network segment. You may find the correct proxy server address in HostPilot > Home > Exchange servers and settings or in My Services click on Downloads & Instructions. Run traceroute to your Exchange proxy server. It allows you to determine if your connection to the Exchange server is lost, and also shows where exactly that happened. See the Mailbox-related Issues section below for more informationĪ traceroute is a function that traces the path from one network to another. more than 50GB, you can check your mailbox size in My Services click on Storage or admins can check it in HostPilot under Users > click on the user's Display name > Exchange > Storage Management), it is strongly recommended to archive mailbox data periodically to avoid increasing Outlook cache and its corruption. ![]() Before emptying cache, you may want to back up your Outlook information. ![]() Emptying the cache replaces the contents of the folder with the latest items from the Exchange server. Important: This procedure deletes any information that is not synchronized with the Exchange server, including your contacts' mail certificate. To do it: open up Outlook > right-click the desired folder and scroll down to Properties > select Empty Cach e on the General tab. Users can empty this cache so Outlook can download all the items from your Exchange server again. If the cache becomes corrupted, it will cause synchronization issues in Outlook. Unlike Outlook for Windows, Outlook for Mac always runs in Cached Mode and it is not possible to switch it to Online Mode. Sometimes Outlook may go to Work Offline status when there are intermittent issues with the Internet connection. Make sure that the Work Offline mode is turned off in the affected Outlook for Mac: click on Outlook in the upper right corner if there is a checkmark next to Work Offline then you are in Offline Mode, uncheck it. Important: Tests should be run on the affected computer while the user is experiencing connectivity issues.Ĭonnection Issues Working in Offline Mode To troubleshoot connectivity issues locally in Outlook, follow the steps listed below one by one and see if the problem persists after each step. Keep the number of subfolders in Inbox and Sent Items to minimum.If an issue is not replicable in OWA, then it is local to Outlook and can be caused by the following reasons: If the server is still unavailable, run the traceroute command and provide Support with the results. Verify your password is correct, ask the account administrator to reset your password if necessary or reset it via the Forgot Password option.Ĭlear browser cache, restart OWA and try again. You may get one of these error messages: Login or password incorrect. That will allow you to determine if your connection to the server works fine. Here is what normal Outlook status looks like:Īs a first step, check if you can log in to Webmail (OWA) and replicate the issue there. User re-creates the Outlook profile and/or reinstalls Outlook but the issue is not resolved.However, if the user restarts Outlook, Outlook reconnects to the server, and messages are sent. Messages stay in the Outbox and aren't sent.Messages come with a delay in the Outlook client.The Outlook status bar might be showing Connected to Microsoft Exchange or Connected, but may not sync properly. ![]() When a user uses Microsoft Outlook for Mac, they might experience the following symptoms: Symptoms of connectivity issues in Outlook See the Exchange Versions And Compatible Clients article for more information and consider updating the Outlook client for Mac to the newer version. To bring back the Legacy view, navigate to Help > Revert to Legacy Outlook. If you switch to the new view by accident, your Intermedia Exchange mailbox won't show in Outlook. New Outlook for Mac doesn't support hosted Exchange mailboxes.Outlook 2019/2021 supports Exchange 2013 or higher version.When a new version of macOS is released, the Office 2019 for Mac Operating System requirements are updated such that the three most recent versions are supported: the new version of macOS and the two previous versions. Outlook for Mac is supported on the three most recent versions of macOS.See the full list with service status here. Mac OS versions older than macOS 11 (Big Sur) are no longer supported.Outlook versions of 2011 and earlier are no longer supported.For Outlook for Windows, refer to the following article Troubleshooting Connectivity Issues For Outlook For Windows This article describes the steps for troubleshooting connectivity issues in Outlook 2016/2019/365 for Mac and New Outlook for Mac and explains why such problems may occur.
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