Why is Conversation View greyed out in Outlook.com Android App?

Hi MichaelMaker,

Welcome to Microsoft Community and I am happy to assist you with this. In order to determine if this is app or account-related, I'd like you to check the current setting on your account. Follow these steps to proceed:

1. Log in to Outlook.com using a computer.
2. Click the cog wheel icon next to your profile name, and then select More mail settings.
3. Once on the Options page, look for Reading email, and then click Group by conversation and pre-load messages.
4. Once on the Group by conversation and pre-load messages page, tick the radio button next to Group messages by conversation. 
5. Click Save.

Going back to your Galaxy S3, see if the Conversation View is now clickable. If not, you may have to remove and reinstall the Outlook.com app for the changes to take effect. 

We look forward to your response.

Thank you.

Hi MichaelMaker,

We appreciate your efforts in doing the troubleshooting steps.  Let me further assist you on this.

Based on the results of the troubleshooting we've done so far, it seems that the issue is related to your phone.  To confirm this, please try these steps:

1. Sign in on your phone using another account, then observe if issue persists.
2. If issue persists using other account, please do a factory reset of your phone, refer to your phone's user manual.  NOTE: This step will delete everything you've ever added to your phone.  So make sure to back up everything first.  For details about different ways of backing up your phone, please refer to your phone's user manual.
3. Update your phone's Android version to the latest version if issue still persists.  To  know how to do this, contact your network provider or your phone manufacturer.

Please let us know the results.

Thank you and have a pleasant day!

Hi MichaelMaker,

 

We appreciate your efforts in doing the troubleshooting steps.  Let me further assist you on this.

 

Based on the results of the troubleshooting we've done so far, it seems that the issue is related to your phone.  To confirm this, please try these steps:

1. Sign in on your phone using another account, then observe if issue persists.
2. If issue persists using other account, please do a factory reset of your phone, refer to your phone's user manual.  NOTE: This step will delete everything you've ever added to your phone.  So make sure to back up everything first.  For details about different ways of backing up your phone, please refer to your phone's user manual.
3. Update your phone's Android version to the latest version if issue still persists.  To  know how to do this, contact your network provider or your phone manufacturer.

Please let us know the results.

 

Thank you and have a pleasant day!

Hi trikotret,

Welcome to Microsoft Community and I understand that you're also having the same issue with Outlook.com app. Since the recommended troubleshooting steps did not work, I advise that you upload its log files for investigation:

1. Start Outlook.com app.
2. In the message list view, click the ... at the bottom-right of the screen.
3. Tap the settings option.
4. Tap the general option at the top.
5. Scroll down and tap the support tools option.
6. Tap log level and choose fine trace.
7. Delete/Remove the account and sign back in.
8. Go back to support tools.
9. Tap the send logs option.
10. Send the logs to your email address.
11. Log in to that email address and download the attachment.

Here are the steps to upload a file:

1. Click You have a private reply to this message link just above your post wherein you can upload the log files.
2. From the private message window, click Upload File link.
3. Click Browse button next to the field provided.

In addition, could you verify if the issue happens when another account is configured to Outlook.com app? How about setting up your account on another device with Outlook.com app, do you encounter the same problem?

We look forward to your response.

Thank you.

Hi trikotret,

 

Welcome to Microsoft Community and I understand that you're also having the same issue with Outlook.com app. Since the recommended troubleshooting steps did not work, I advise that you upload its log files for investigation:

1. Start Outlook.com app.
2. In the message list view, click the ... at the bottom-right of the screen.
3. Tap the settings option.
4. Tap the general option at the top.
5. Scroll down and tap the support tools option.
6. Tap log level and choose fine trace.
7. Delete/Remove the account and sign back in.
8. Go back to support tools.
9. Tap the send logs option.
10. Send the logs to your email address.
11. Log in to that email address and download the attachment.

 

Here are the steps to upload a file:

1. Click You have a private reply to this message link just above your post wherein you can upload the log files.
2. From the private message window, click Upload File link.
3. Click Browse button next to the field provided.

 

In addition, could you verify if the issue happens when another account is configured to Outlook.com app? How about setting up your account on another device with Outlook.com app, do you encounter the same problem?

 

We look forward to your response.

 

Thank you.

Hi trikotret,

Thanks for providing the information we need. This issue is now forwarded to our product specialists.

Your patience is much appreciated and we will update you on this thread as soon as our investigation is complete.

Thanks,

Hi trikotret,

Thank you for waiting. Our Support Specialist has responded and before reviewing the log files you provided, we advise that you try configuring a different account on your Outlook.com app and see if the same issue will occur. Are you able to change the value of Conversation View before?

We are looking forward to your response.

Regards,

Grace

Hi trikotret,

 

Thank you for waiting. Our Support Specialist has responded and before reviewing the log files you provided, we advise that you try configuring a different account on your Outlook.com app and see if the same issue will occur. Are you able to change the value of Conversation View before?

 

We are looking forward to your response.

 

Regards,

Grace

Hello trikotret,

Thank you for the information, and for the log file and screenshot you provided in the private message area.  Please be advised that we will be looking into this issue along with the Support Specialist.  We understand the urgency of this issue.  However, we cannot provide you with the time before an answer can be provided.  Rest assured that this post is being tracked.

We recommend that you try visiting this thread and the private message area from time to time to check if the issue is already resolved.

We appreciate your patience in going through this issue.