Outlook for Mac Not downloading some gmail messages

I use Outlook on my Mac (Macbook pro) and Outlook iOS on my iPhone 7. I connect to our company gmail server using both devices. This has worked very well for the last 2 years. About three weeks ago I noticed some odd behaviour. In certain situations emails would download to my phone but would not download to my Macbook. I would try clicking on send receive but the emails (even unread ones on my iphone) would not download. I have updated both Office on the Mac and Outlook iOS on the phone but the problem persists. I restarted Apple mail and all my emails downloaded normally. I have "turned off" Outlook for now and am using apple mail until I can figure this out. Has anyone else experienced something similar? 
Never experienced this, but FWIW I would never use a free mail service in a Bus environment

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Hi PhilipARP,

Thank you for posting. Which Outlook for Mac client version are you using, please refer to the article and provide us with the detailed version screenshot see What version of Outlook do I have? 

You may try using another network environment to check this issue.

Moreover, please temporarily disconnect all the client (e.g. Outlook iOS app/Apple mail client) and then try to check this issue via only using Outlook for Mac desktop client to see whether the problem still occurs.

Your cooperation are highly appreciated. 

Best regards,
Shyamal
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Thanks Shyamal - 

My client is:

Couple of additional pieces of information:

Yesterday I deleted my gmail account from my Mac Outlook client and then reconnected it. It downloaded all of the emails but only up to June 17 (!?) although new emails started successfully downloading. I checked the apple mail app and my iPhone and all of the emails had successfully downloaded.

This morning I checked my phone first and read some of my emails on the phone. When I checked the Outlook client on my Mac none of the emails that had downloaded to the phone had downloaded to the Mac but they did download to Apple Mail. My Mac hibernates after a certain period of time. When I logged in, new mails started arriving but the existing emails did not download.

I will try disconnecting the other clients on the weekend as I can't afford to miss critical emails during the business week. (I missed two critical emails on Monday which  brought this situation to my attention.) Nonetheless, I have had no problem with this configuration for over 2 years so something has changed. I guess it will take a while to sort out.

Sorry for all the detail but I think this is a bug/feature. Somehow the Outlook client for Mac is not recognizing emails that have been downloaded to the iPhone first - since this was happening before I reconnected Apple Mail. When the Mac is up and running the Outlook client is first in line for the new emails so it works fine. But if the Mac is offline and the iOS Client downloads the emails, something 'confuses' the Mac Outlook client and it doesn't download the emails. Not sure how that is possible since it is above my pay grade but those are my observations.


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Hi - just to clarify. My company uses G Suite Enterprise so it is not free. They have used it since the Company was a start-up. No complaints apparently.

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Hi PhilipARP

Thanks for the detailed information. Regarding “Yesterday I deleted my gmail account from my Mac Outlook client and then reconnected it. It downloaded all of the emails but only up to June 17 (!?) ”

If your Gmail mailbox is large, the initial download of your complete mailbox to Outlook for Mac may take some time due to data limitations with Google. All new email will be sent or received without delay. However, depending on the size of your mailbox, it may take up to a few days for older messages to become available in Outlook. See Known issues syncing Google accounts to the Microsoft Cloud

On the ribbon, select Home > click Send & Receive button to see whether the new email download.

You may also use the contact support option to get the dedicated support within the Outlook for Mac for further assistance. Open Outlook and select Help > Contact Support.  For your reference: Contact support within Outlook for Mac 

Your time and understanding will be highly appreciated.

Best regards,
Shyamal
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Hi Shyamal - all of the old emails have successfully synced from gmail but they stop at June 17. The behaviour continues. Even though I turned off my iPhone last night, this morning when Iogged into my Mac the messages that had come into gmail overnight did not download or sync with the Outlook client. They did sync with my iPhone when I turned it back on and Apple Mail when opened it. And all new emails sync with the Outlook client on the Mac.

I will contact support within Outlook but I am pretty sure this is a bug/feature.The question of where the bug/feature lies (Outlook or Google IMAP) is difficult to ascertain. However, I am sure the two largest software companies in the world will stop at nothing to help me...  :-) 

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Hi PhilipARP,

Thanks for the reply. You may try to check via joining latest Insider Fast build 20062305 version (16.39) to see whether the problem still occurs, if it is acceptable for you. See Join the Office Insider for Mac


Yes, please use contact support option to report it. Regarding this point, we would truly appreciate your kind understanding. 

Best regards,
Shyamal
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I am having this same problem.  I use Outlook for Mac for my gmail for the past three years and had no problems until recently.  When some but not all emails load.

I deleted and re-booted the account in outlook.  

The problem I am having now is that emails received overnight are not synching on my mac.  They are syncing on my phone but not on the mac.  They will start synching again in the morning after I forward overnight emails to myself.  

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Hi Henry,

As I suggested above, please directly report this issue via using the contact support option within the Outlook for Mac and there our dedicated Outlook for Mac expert will further assist you. Open Outlook and select Help > Contact Support.  

Your understanding are highly appreciated.

Best regards,
Shyamal
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Last updated July 6, 2020 Views 135 Applies to: