IMAP Issues Affecting Outlook 2013 and Office 365

It has come to our attention that many Outlook 2013 and Office 365 users are having issues within synchronizing IMAP folders recently. This appears to be happening across all hosts due to a recent update that Microsoft has pushed out to all of its users.

What causes the issue?

This issue is caused by installing one of the following updates that have been pushed out by Microsoft on 11/12/13:

KB2837618 or KB2837643

If you have not already done so, please avoid this update for a bit until Microsoft corrects the issue. If you cannot avoid the update, we will provide you with further steps regarding a temporary fix for the issue.

What does this issue affect?

This issue with Microsoft Outlook 2013 and Office 365 will cause IMAP folders to not successfully synchronize, therefore inhibit your ability to receive new mail to your inbox.

How do I fix this issue?

There are a few ways to resolve the issue:

Uninstall the recent updates (KB2837618 or KB2837643)

One option is to remove the recent update that has been pushed out by Microsoft to Outlook 2013 and Office 365 users. To do so, complete the following steps:

  1. Open your Start menu and click visit your Control Panel.

  2. Click Programs and Features

  3. Click View Installed Updates

  4. Locate either the KB2837618 or KB2837643 updates and remove them.

Disable the “Show only subscribed folders” option in Outlook

There have been reports that the problem can also be resolved by removing the setting that states to show only subscribed folders in Outlook. To do so, complete the following steps:

  1. Right-click the name of your account with the issue, then click the IMAP Folders… link.

    Changing setting for

  2. Outlook will open a box with IMAP folders.There is a checkbox that says, “When displaying hierarchy in Outlook, show only the subscribed folders.” Uncheck that box.

  3. Force sending/receiving within Outlook and everything should synchronize up properly.

Changing the root folder path

Be sure to back up any existing emails or transfer to an offline location before making this change. Replacing the root folder can possibly cause the loss of saved emails in the account.

Visit your Account Settings, then Advanced for the mail account that you are having trouble with. This can be located at one of the following:

  • Go to Change Account>More Settings>Advanced Tab

  • File>Account Settings>Account settings>Change…>More Settings…>Advanced

  1. In the Folders option, look for “Root folder path” and enter “INBOX” (with all caps).

  2. Save your settings and force a Send/Receive

We will keep this article updated as much as possible while the issue persists. If you have any further fixes that worked for you, let us know in the comments.

Thoughts on “IMAP Issues Affecting Outlook 2013 and Office 365

    • We would need more detail on the issue. Please include the version involved and a complete description of your problem.

  • I recently had to reinstall Outlook.  Now Outlook only syncs the Inbox of my Gmail account.  It does not sync Sent, Junk, Trash, or any other folder.  I have tried the 4 recommended fixes but none work.  One thing noticed in trying the second recommened fix, “Disable the ‘Show only subscribed folders'” is that when I click on the IMAP folders box, no IMAP folders appear.  Any suggestions?

     

    I have one of the problems described but none of the recommended fixes corrects the problem.  

    • I’m sorry to see that you are experiencing persistent issues. I recommend reaching out to Outlook/Microsoft for further support of their product.

  • thanks heaps … this has been bugging me for ages

    Disable the “Show only subscribed folders” option in Outlook  .. worked for me ..

    • We appreciate your thanks! If you are continuing to have problems, please provide specific information about the version of Outlook you’re using and any steps leading to that specific area or error.

  • Using Office 365 Outlook with AOL. AOL installed correctly (per AOLper tech service) but synch problems persist. Inbox and subfolders do not receive messages from server but Sent box does. Have tried the “uncheck” subscribed folders solution, reinstalled Office and AOL multiple times, even tried switching settings to POP. When I did that, the Inbox got messages, the Sent did not, and the Inbox subfolders were not there. All other features of Office work fine. Seems to be a specific synch problem. Help!

  • thanks a million i used (Disable the “Show only subscribed folders” option in Outlook)

    and it worked for me.

    thanks once more.

  • You say you added to root box and everything dissapeared – what does tha tell u lol? remove it? an your folders will re appear….

  • Hello – we are having an issue with subscribed folders which are not updating.

    We have 2 computers using outlook who both access the same account so we can share the available files.  When one computer opens new folders within the inbox, these sychronise and show up on the other computers inbox fine but we have recently found that any folders set up on the other computer are not updating in the outlook folders on the first computer.  When checking IMAP folders, these folders are showing up as subscribed and if we check webmail, the folders are there so they are synchronising to the server from the 2nd PC but they are not downloading in outlook on the first PC.  I have confirmed “when displaying hierarchy in outlook show only subscribed folders” is unticked, I have perfromed an outlook account repair and I have also tried changing the settings in the define send/recived groups to inbox only but none of these appear to work.

    Files which are put in the exisitng folders from the 2nd PC synchronise fine – it is just the folders.

     

    Do you have any idea how I can fix this issue?

     

    Thanks.

    • Unfortunately, I’m unable to diagnose what the issue is. To diagnose the issue would require removing and re-adding the accounts and setting things back up again.

      I recommend contacting Outlook support to have them advise what steps you can take to troubleshoot the issue with their software and go from there. If the folders are updating/synching in Webmail then Outlook (if properly configured) should be able to sync those folders on multiple computers.

  • I’ve tried all of these fixes and none have worked for me. The only way I can get new mail is to close Outlook and re-open.  Using Outlook Office 365 and w10.

    • Sorry for the problem with Outlook. If you’re having problems with setup my recommendation is that you speak with our live technical support team for assistance. If you continue to have problems then you may need to speak with Microsoft support to determine the source of your problems.

  • My boss was formely using outlook 2013(POP), then he stared having problem getting all his inbox mails, so we deleted the the account and create an IMAP account for the mail. He is able to get all his inbox mail now synchronizing well but his sent mails doesnt show in the outlook but reflect on his gmail server and his Iphone. pls help out . thanks 

    • I recommend you follow the instructions in the section: “Disable the “Show only subscribed folders” option in Outlook” of this article. This may help to display the missing Sent folder you are describing.

      Otherwise, check the setting for “Enable the Save copies of messages in the Sent Items folder option” to ensure that the messages are saved properly to the correct folder they would like. Microsoft has documentation for how to do this in various versions of Outlook here.

      I hope this helps!

  • Disable the “Show only subscribed folders” option in Outlook

    Worked like a charm for me in regards to two things I have been searching for 2 days.  New laptop and installed outlook 2013 and my first problem was not synching or allowing to delete an email from the inbox and the 2nd problem was not pulling in new emails.  I disabled the only show subscribed folders and both problems were fixed.  THANK YOU

  • The second solution ( unchecking subscribed within imap folders) worked like a dream after much frustration – inbox had been synching ok – however any changes made in mail folders within outlook were not reflecting back in yahoo mail itself– well done with a really useful solution

    cheers

    graham

  • we have facing outlook 2013 mails not coming my system 

    after close outlook & restart oulook mails comes please help me how to resolve this issue can you suggest me how to find out this issue

    OS WINDOWS 8.1 64BIT

  • This was a most vexing problem for me, and I just want to say that the

    Disable the “Show only subscribed folders” option in Outlook

    solution in this thread is what solved it for me.  Thank you very much!

  • Also check under the advanced settings, what the period of time to keep Mail offline has been set to.

    I had mine set to 1 month to limit the amount of data I store on my laptop .. and then I was wondering why subfolders where not displaying any mails – and the reason was because all the mail in the sub folder was older than 1 month. 

  • Thank you so much, I have been struggling with this for hours, and unticking that box in the IMAP settings sorted it in a jiffy!

  • just fixed the issue on outlook 2016 and win10 by doing this: Outlook will open a box with IMAP folders.There is a checkbox that says, “When displaying hierarchy in Outlook, show only the subscribed folders.” Uncheck that box.

    thanks for the tip!

  • i have only one issue now.  it just started after everything was working.  only the “sent” folder does not update from the yahoo web imap server.  alll other folders are synced.  any suggestions?