It’s 8:58. Your first call is at 9:00. Outlook won’t open.
Or maybe the app is open, but your newest messages aren’t showing up. Either way, you don’t have time to wrestle with your inbox.
The good news: a few simple checks can help you figure out whether the issue is Outlook, your internet connection, or your account. Start with the problem that matches what you’re seeing.
First, check whether your email works in a browser
Before changing settings, open your email in a browser. This quick check helps separate an app problem from an account or connection problem.
- For a Microsoft 365 work account, go to Microsoft365.com and open Outlook.
- For Google Workspace, go to Gmail and sign in with your work account.
If your email works in the browser, your account is probably available and the issue may be with the app on your computer. Use webmail as a temporary workaround while you check Outlook.
If you can’t sign in there either, skip to the sign-in section below.
Outlook won’t open at all
When Outlook refuses to start, it’s frustrating, and it doesn’t automatically mean your messages are gone. Try these basic checks first.
- Restart your computer. A restart can clear a temporary app or system problem.
- Check your internet connection. Open a familiar website. If it won’t load, reconnect to Wi-Fi or check your network.
- Try Outlook on the web. Sign in at Microsoft365.com. If you can read your email there, you can keep working while you troubleshoot the desktop app.
- Install Office updates. If another Office app, such as Word, opens, check for updates there. In many Windows versions, you can go to File > Account > Update Options > Update Now. The exact steps can vary by version.
If Outlook still won’t launch, avoid deleting accounts or profiles as a first step. Those changes can be confusing and may affect local settings. Microsoft’s Outlook for Windows troubleshooting guide has additional steps for specific errors.
Email isn’t syncing
Is Outlook open, but new messages aren’t arriving? First check whether the inbox updates in webmail.
- Webmail updates, but Outlook doesn’t: The problem is more likely with the app or its connection to your account.
- Neither webmail nor Outlook updates: Check your internet connection and account access. If other people at your business have the same issue, your organization’s email service or settings may need attention.
Then try these simple steps:
- Confirm your computer is online by opening a website.
- Close Outlook, restart your computer, and open Outlook again.
- Check for Office updates if Outlook opens.
- If you recently changed your password, sign in to your email directly through its official website. Follow the service’s instructions to reconnect the app if needed.
Microsoft offers more guidance in its article on sending and receiving messages in Outlook.
A password prompt can also be a security concern. Never re-enter your password in an unexpected pop-up asking for it. Close the pop-up and open the official website or app yourself. If you’re unsure whether a prompt is legitimate, pause and ask for help.
Can’t sign in to Microsoft 365?
If Outlook won’t accept your password, try signing in directly at Microsoft365.com instead of repeatedly entering it in the app.
- You can sign in in the browser: Your account works, so the issue may be with Outlook or its saved connection.
- You can’t sign in in the browser: Check that you’re using the right work email address. Follow Microsoft’s sign-in instructions or contact the person who manages your Microsoft 365 account.
- You recently changed your password: Use the new password when signing in through the official website. Outlook may also need to reconnect.
For personal Microsoft accounts, Microsoft provides a sign-in help page. A work Microsoft 365 account may have different recovery options, especially if your business has an administrator.
Can’t sign in to Google Workspace?
For a Google Workspace work account, go directly to Gmail and try signing in there.
If that works, your account is available, and you can use Gmail in the browser while you check the mail app. If the browser sign-in doesn’t work, make sure you’re using your work account, not a personal Gmail address, and follow Google’s prompts.
Some sign-in or access issues may need help from your organization’s Google Workspace administrator. Google explains common account access problems in its Workspace sign-in help.
Still stuck? You don’t have to troubleshoot alone
Email problems are disruptive, especially when a meeting or customer reply is waiting. Start with the simple checks: restart your computer, confirm your internet works, and try webmail. Those steps can help you get back to your inbox or identify where the problem is.
If you’re spending more time troubleshooting than working, My SMB IT can help with everyday Outlook, Microsoft 365, Gmail, and Google Workspace problems. Plans start at $9.99 per device per month, with no contract and the option to cancel anytime. Essentials and Pro include unlimited remote Help Desk support.
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