Why isn’t the Outlook app working properly?

There are a few things you can try if you find that Outlook no longer functions as it should.

A: Update the App and your phone software:

If you haven’t updated the outlook app for a while, it may be an out-of-date version no longer supported.  There may also be an update for the operating system on your phone.

1. Instructions on how to update the app can be found in the ‘Updates - Apps’ section of this guide.  You should also check for system updates.  See the 'Updates - System' section.

B: Clear Cache:

1. Open the ‘Settings’ app.
2. Click ‘Apps and Notifications’.
3. Click ‘Outlook’. (You may have to click ‘See all <X> apps and scroll through the list to locate it.)
4. Click ‘Storage and Cache’.
5. Click ‘Clear Cache’.

C: Reset the Account:

1. Open the ‘Outlook’ app.
2. Click the icon in the top left hand corner.
3. Click the settings icon (the cog).
4. Click on your email account under ‘Mail Accounts’.
5. Scroll to the bottom of the list and click ‘Reset Account’.

D: Check signal of data connection:

1. Instructions on how to check your data connection is active can be found in the ‘WiFi and mobile data’ section of this guide.

E: Remove the account and readd it.

1. Open the ‘Outlook’ app.
2. Click the icon in the top left hand corner.
3. Click the settings icon (the cog).
4. Click on your email account under ‘Mail Accounts’.
5. Scroll to the bottom of the list and click ‘Delete Account’.
6. Add the account again.  Follow the Instructions in the ‘Outlook App - Setup’ section of this guide if you are unsure how to do this.

F: Use Outlook Web Access

If none of these solutions work, contact the ICT Helpdesk. Remember you can use Outlook Web Access on your phone until the Outlook app is fixed. Refer to the ‘Outlook Web Access’ section of this guide for more information.