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?

    • Hello Glenn,

      Thank you for contacting us. It is difficult to say without access to the logs, since you are hosted with yahoo. But, I have seen this type of issue when there are a huge amount of emails in the sent folder.

      I recommend checking that there aren’t a large number of email there, and possibly moving them to a different folder, such as “archive” or “backup.”

      They will still be accessible, but will not have to load/list all of the sent files every time you access the folder.

      Thank you,
      John-Paul

  • jeff, after a week including Microsoft paid for support, you struck it with the second option of disabling the subscribed folders.

    i don’t know how these solutions are found sometimes, but you should take great pride in this solution.  regards,

  • Hey guys,

    I really hope you can help me.

    I recently reorganized my Outlook 2013 and now the syncronizing via IMAP to Gmail is blocking invomcing emails.

     

    Basically the emails do come in, but only once the syncing is done, which takes forever, and whenever I move an email from my primary inbox into a “done” folder, the syncing starts again and takes so long before it is done.

    I have read so many articles about how to fix this but nobody ever seems to have an exact answer. At this point I would settle for a diagnosis so that I work backwards, or forewards for that matter, from here.

    You guys really look like you know what you are doing so I really hope you can help.

    • Check if you are storing a lot of emails in your INBOX, as it may be causing a delay. This is due to syncing all the folder contents every time it communicates with the mail server.

      Thank you,
      John-Paul

  • The easiest way to fix this sync folder problem (that is not getting your mail) is to go back to outlook 2010 because it does not use OST files.

    You will find that office 2013 uses both PST files and OST files to cache the server and this is where the problem is and Microsoft have been very silent on the problem.

    Search the net and no fix from them guest they dont have the answer yet.

  • I had the same problem for months. Drove me batty. Tried disabling the Show only subscribed folders option first and TADA it works. 

     

    Thank you for the help. This was for a business related email address and I was not seeing the emails on time. Now I can. (damn – more work 😉 )

     

    Cheers! 

  • Disabling the “Show only subscribed folders” option seems to have done the trick for me (Windows 10, Outlook 2010).  Many thanks to whoever suggested it.

  • I notice I have 20297 synchronization issues. Is that unusual I wonder?

    I also notice there is ZERO alignment between what OUTLOOK thinks is an IMAP folder and what I see looking at my mail directory in CPANEL.

    In plain english, this is royally screwed up and if you think Microsoft knows what there doing that has NOT been my experience at all. Their 3rd level expert doesn’t seem to think IMAP folders have anything in them! I guess it’s just 800 MB of entropy. 

    This is clearly driving thousands of your customers up the wall. What else can you suggest since none of the above has helped me a jot.

    • Hello Firo Stefani,

      Our apologies for the problems that you appear to be having with Outlook and making it work with your email account with us. It’s pretty hard to determine how we can help you since we have no details on the issue (Outlook version, account info, error messages, steps to duplicate the possible problem, etc.). If you can provide us further information then we may be able to help resolve problem. Otherwise, we would be guessing or giving you general info.

      Microsoft Outlook is a 3rd party email client that has many versions and iterations that can vary from customer to customer. The thing to focus on with the client are the email settings being used, how they are set in the client, and other settings that affect your email accounts such as folder subscription. You can find more information here: Everything Email.

      If you have any further questions or comments, please let us know.

      Regards,
      Arnel C.

  • I have office 2013 on my computer and am still using windows 7. I typically use outlook from as part of office 2013 on my desk top, but it dose not always sync so if I go to hotmail/outlook.com or get my emails via my android phone or ipad the emails are not always the same. I understand my folders may take some time to sync, but emails in my inbox are not getting to me on my desk top using outlook via office 2013. What can I do?

    Thanks

    • Hello Elizabeth,

      Sorry that you’re having problem receiving emails on your desktop using Outlook 2013. If you are hosting with InMotion, I would first go through our Problems Receiving Email article. You can find more information about finding your proper email settings. If those check out and your email works in other programs like webmail, then you may need to consult with Microsoft support if your email client continues to give you trouble. If you want us to look at it,then please provide more information about your settings, steps to duplicate the problem and an email address that we can use to investigate log files.

      If you have any further questions or comments, please let us know.

      Regards,
      Arnel C.

  • Hello,

    These last two weeks I am unable to access my mail office 365 account from home. It tells me that it looks like my connection is slow. However, the connection isn’t slow, everything else opens up and my internet downloads at about 1MB per sec. I can access my account fine from work, why can’t I access it from home? I never had any problems before and it is vital for me to be able to access it from both locations. Please help!

  • All of a sudden today Outlook 2013 will not receive IMAP email.  I get them on my iphone so the account is syncing there but on my PC i get nothing.  The only thing different from yesterday is that a Windows 10 update was performed.  The update number is KB3081455.

    Please help

    • Hello Dennis,

      Sorry for the problem with Outlook. If your phone is working the problem you’re having is client-side – meaning that something changed within your Windows settings or Outlook settings. It’s possible that the update to Windows 10 changed your security settings for the port you’re using. Double-check your settings for Outlook (you can find your email settings if you’re an InMotion Hosting customer by going here). Look for your Windows 10 firewall settings and make sure that you’re able to send email through the ports that are being used.

      I hope this helps to answer your question, please let us know if you require any further assistance.

      Regards,
      Arnel C.

    • Hello Dennis,

      Sorry about the problem you’re having with Outlook. Since your phone is receiving emails and syncing okay, then the problem is most likely related to your Windows 10 update, or something with your Outlook client.

      Double-check your email settings. Then look at your Windows 10 firewall settings. Make sure that your port and email server settings are correct. It’s possible that security has changed and it may affect the ports that have been set for your email client.

      I hope this helps to answer your question, please let us know if you require any further assistance.

      Regards,
      Arnel C.

    • Hello KELLY,

      Thank you for contacting us. First, I recommend disabling any POP accounts, since using it simultaneously with IMAP can cause issues.

      POP removes all emails from the server by default, then the IMAP account will not see any emails. This may be why you are not seeing any emails when logged in with IMAP.

      If your problems persist, check your email logs for record of your connection, or errors.

      Thank you,
      John-Paul

  • I am having the same problem on just one of my computers. We all use the same outlook account on three different computers and for the last 3 days one of them will not recive mail or sync. I don’t have the suggested updates on this computer. I have tried the Unsubcribe thing. And still no mail…. This is not the first time it has happened. I am seriously looking at a new mail system for the office.  

    • Hello Roisin,

      Thank you for contacting us. Since 2 out of 3 computers are connecting without issues, this problems seems confined to that specific computer.

      I recommend restarting the computer, and reviewing the email settings. I have seen instances where settings in Outlook were dropped/changed without warning.

      Next, check the mail logs while you are connecting (f you are on a shared server, can help you with this). This will confirm if the computer is attempting to connect to the server, or failing before getting there.

      Thank you,
      John-Paul

  • Setting up a new computer and running into an odd problem that might be related to this article.

    When I open Outlook 2013 the first screen has a message We didn’t find anything to show here. The mesage field is blank.

    If I go down 1 line to Inbox, all my messages show properly, and the unit sync properly.

    NOW the issue, if I go farther down in my messages, and delete a couple, the cursor jumps back up to the top of the stack, and Outlook syncs for awhile. It makes cleaning up the box very difficult. Even worse, this is on the wife’s computer who does not take to change well to start.

    PBAJ sandwhich to whover helps me get this straight.

    • Hello Patrick,

      Unfortunately we cannot troubleshoot email client behavior, only provide settings for connection. With active issues such as this, you will need to contact Microsoft’s help (possibly their forums since they are free).

      Kindest Regards,
      Scott M

  • My Outlook stopped synchronizing after updates installed on Aug 15, 2015. I do not have the above listed updates. 

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

     

    Worked perfectly to solve problem in Outlook 2013 for windows (running windows 7)!  Thanks so much.  Solved a problem that perplexed me for hours. 

  • I HATE this new software Windows Outlook.  Why can’t you just leave a blasted product alone.  I have better things to do than have to spend hours trying to work out what I need to do to fix Windows update stuff ups.

  • Changing the root folder setting caused me lose EVERY EMAIL FOR FIVE YEARS that I had saved!

     

    AAAAAAGH!

     

    Starting over sucks!  Now some of my folders are still not syncing with outlook… I’ve tried the other two suggestions as well.

    • Hello Page,

      Sorry to hear about the issues with Outlook. This is definitely a Microsoft issue and changing the root folder path is definitely not the best solution for everyone. I reviewed Microsoft’s support forums to see if others had encountered the issue and if they had a solution. Check out this post. This is another reply that my help resolve the issue of your missing mail.

      Sorry again for the issues with Microsoft Outlook. If you have any further questions or comments, please let us know.

      Regards,
      Arnel C.

  • I’ve done everything on here in an attempt to sync my Outlook 2013 with my Godaddy webmail account via IMAP.  Everything works perfectly — except for the fact that my INBOX still has yet to receive a single message (while all of my subfolders sync perfectly).

    1) These updates are not on my computer (verified): KB2837618 or KB2837643.

    2) I did this as well: Disable the “Show only subscribed folders” option in Outlook

    3) I did this as well: Changing the root folder path (and all of my subfolders disappear and my Inbox still does not sync).

    Thoughts, solutions?

    Thanks!

    • Hello Kyle,

      Sorry that it appears your INBOX is not receiving emails. If your webmail is working for your account, then the issue is most likely one of configuration. You may need to review your Godaddy support documentation for the proper settings or have one their techs look. Webmail is simply a client to view email and generally runs using the IMAP protocol. Also, you mentioned the subfolders working, so it doesn’t appear to be a server-side issue. The docs that I could find for Godaddy’s Outlook are here.

      I hope this helps to answer your question, please let us know if you require any further assistance.

      Regards,
      Arnel C.

    • Hello David,

      Thank you for contacting us. The “INBOX” setting is specific to our servers, if you are not hosted with us it may differ.

      Since by default, IMAP stores emails on the server, changing this setting does not delete anything. It just changes the folders you see/store emails in.

      Changing it back to the original setting, should allow them to see the original folders again. Here is a link to the official Microsoft guide on how to Choose which IMAP account folders appear in Outlook.

      Thank you,
      John-Paul

  • Thanks for the above, but found a fool-proof, simple solution to my days and nights of frustration and gigabytes of wasted downloads caused by Outlook bugs – went to Thunderbird last night – amazing – simple, efficient and no stupid syncing wheelspin

  • How come the email below (which is really my issue) is considered acceptable and mine is not?  I don’t understand – can someone spell out exactly what this forum is for and what is not for?  I just want to make sure I use it appropriately.  Thanks

    • Hello Rammy,

      I apologize as I must have misread your original question. I believed you were having issues with the functionality of the software not having issues with your IMAP folders not syncing. Have you made sure that you subscribed to the folders and that you are indeed using IMAP to connect to the server? Are you still getting the emails in those folders put into your inbox or are you not seeing them at all?

      Best Regards,
      TJ Edens

  • Hi all:

     

    I haven’t found a solution anywhere that fixes the problem I’m having syncing Gmail IMAP with Outlook 2013. It was working fine, and then suddenly it has stopped updating the Inbox. If I select another mailbox, it will sync my inbox sometimes, but sometimes it won’t. In addition, sometimes the main Outlook window will close for no apparent reason, leaving a process running, but no open window and no incoming mail. I think this ghost process has to do with send/receive. Send/receive, tby he way, doesn’t work AT ALL — nothing I do with it makes Outlook sync my Gmail IMAP inbox.

    This is starting to interfere with my work, because I’m not getting urgent and important emails. Other than spending hundreds of dollars to purchase Outlook 2010 and revert, is there any solution?

    Thanks in advance!

    • Hello AH,

      Please check out this post concerning that exact issue. It appears to be heavily discussed in Google forums. They provide a link and hopefully a good solution for your particular situation.

      Regards,
      Arnel C.

  • Thanks Scott and I hadn’t realised that I was asking questions outside of the remit of this webpage – so apologies. Can I therefore just ask one question which is about functionality with Outlook 365 Home.

    Why won’t Outlook 365 Home not synchronise on my PC and laptop?  The inbox, outbox and sent mail boxes synchronise fine.   But I have other folders and if I move items in and out of them, that bit doesn’t syncrhonise.  It used to.  But now it doesn’t.  It’s so temperamental!

    (Both PC and laptop are Windows 8.1 64 bit).

    • Hello Rammy,

      These are still questions specific to the Office 365 service that should be presented to Microsoft as there may just be a simple setting you would need to change.

      Best Regards,
      TJ Edens

  • I am currently using Outlook 365 Home linked to a googlemail account.    Currently, in my Outlook folder (which sits on my PC), I have around 80 sub folders with various items in them.  I also have about 8 subfolders (or groups) for my contacts – for example, like ‘work colleagues’, ‘trainees’, ‘family’ and so on. 

    THe problem I am experiencing is that Outlook 365 Home on my PC and my laptop do not synchronise very well and it is giving me a massive headache.  Sometimes it works, sometimes it doesnt, and I’ve learnt that Windows Update has a lot to do with it and both machines need to be updated all the time.   It’s a headache as windows updates come out so frequently and at other times, the synch just doesn’t happen for whatever reason.

    Questions

    1. Will installing Outlook 365 Business solve my headache?

    2. As a single person (not a business) can I still subscribe to a Businesss Outlook 365 account?

    3. Can i still link my Google email account to Outlook 365 Business or do I have to import everything over to a new Outlook account which will then take over all my email messaging?  If the latter, does this mean I end up having a new @outlook.com email address or something?  Can I not keep the old? 

    4. Can I have multiple contact folders like I can currently have with my Outlook 365 Home?

    I know I’m asking a lot of Qs here, but this probably reflects the headache I’ve got.  Thank you so much to ANYONE who replies.  I really appreciate you. xxx

    • Hello Rammy,

      These are questions you may want to ask Microsoft or at investigate on their Outlook 365 website/forums.

      Kindest Regards,
      Scott M

  • I am having trouble logging into office 365. I go to Valdosta State and it uses this email system. Someone from another school used my computer and every time i go to office 365 their school pops up and it will not allow me to log into my school’s system. Is there anything that I can do to solve this.

  • Hi

    I am using Win7 with Outlook 2013. Facing sync issues with Yahoo IMAP Inbox folder only.

    I installed Yahoo IMAP account with Outlook 2013, all my folders/subfolders including Sent & Trash are perfectly syncing except Inbox. My Yahoo inbox has around 5000+ mails, but outlook only synced 600+ mails.

    My fresh emails are arriving perfectly in outlook. Many mails from past are missing.

    Please help me with advanced troubleshooting, as I have already tried basic steps such as :
    Deleting profile, deleting OST/data files & reconfiguring Yahoo IMAP account.
    Repairing Microsoft office, Reinstalling MS office  etc…

    • Unfortunately what you are experiencing is beyond the scope of this article. You may want to check with Microsoft Outlook support for further assistance.

  • Thanks a lot, step 2 and step 3 helped me resolve my sync problem, atleast for now sync has started

  • Hello – I’m not able to receive nor send email in my computer and in my phone i only receive emails not send. please advise. Thank you

     

  • I was having issues with the synchronization of of my outlook folders between my main desktop and laptops. I came to your site and followed the advise re entering ‘INBOX” (Caps) in the Root Folder Path. It wiped out all my folders. Help

     

    • Hello Nancy,

      Thank you for contacting us. The “INBOX” setting is the RootFolder Path on our servers, but it may differ based on your email host.

      Since you just changed the folder path, changing it back to the original name (whatever it was before ‘INBOX’) should list your folders again.

      Thank you,
      John-Paul

  • I’ve had trouble with Outlook 2013 similar to what is described in the article, but without the prescence of the two offending Microsoft updates.  Inmotion client with a Cpanel admin email service installed.

    The suggested fixes of INBOX and unchecking subsribed folders resolved most things for me.  One lingering problem, that I don’t experience with Outlook 2010 and IMAP addresses, is purging deleted mail using the Folder\Purge\Purge Marked Items menu path.  (it will delete when changing folders with that option selected, but it’s curious that the menu path above gives this error:

    Task ‘Purging subscribed folders on bill@hugosrestaurant.com.’ reported error (0x80004001) : ‘Outlook cannot download folder (null) from the IMAP e-mail server for account bill@hugosrestaurant.com. Error: Outlook cannot download folder (null) from the IMAP e-mail server for account bill@hugosrestaurant.com. Error: . If you continue to receive this message, contact your server administrator or Internet service provider (ISP).’

    • Hello Bill,

      Sorry for the problem with Outlook. I found a very good post in Microsoft Support in regards to this very error. Please look through the thread and try the various suggestions. Many people have reported the exact error and hopefully, the solution(s) they have provided will help resolve yours. Outlook 2013 IMAP folders not Syncing properly.

      Kindest regards,
      Arnel C.

  • Sync was not working for a couple of months and i did not realise until i went traveling and found that from my laptop ihad e.g. 10 folders and when i looked on my I pad i only had 4 folders but i had already sorted a resolution for Syncing and by the time this had finished found that it synced was was on the server to my laptop and ipad but had removed from my laptop the folders i had created in the last couple of months. q. how can i get these back?

     

    • Hello Chris,

      Have you tried checking the webmail client to see if your folders are there? If so then you would just need to re-subscribe to them. If not then you would need to re-create them.

      Best Regards,
      TJ Edens

  • After trying for 3 Weeks (!!) and checking all advice i could find I decided Outlook 2013 just does not cooperate with IMAP. Most of the time it hangs. I uninstalled it, keeping the rest of the office suite and installing just Outlook from the 2010 version. Believe it: that works. I like the icon better anyway.

    Some of the VBA changes are also very stupid, like not being able to compare 2 variants on equality when the current type is e.g. a MAPIitem. 

     

     

  • I couldn’t solve this problem until I changed from an “imap” setting to the “pop” setting with charter.net. I don’t know what problems using the “pop” setting causes, but I’m getting my emails for the first time in 2 weeks so I’m happy.

  • I’ve just set up a few accounts on the Outlook Desktop 2003 (11.5608.5606). The ones set up with our company domain are working (all IMAP) whereas there are 2x hotmail domain (live.co.uk & outlook.com) that have been set up using “Outlook Connector” which are not working.

    The 2nd issue is that the emails are only showing in the individial “Inboxes” of subsequent maiboxes and the only way to access them is by using the individual dropdowns of the mailboxes and then selecting INBOX.  My understanding is that they should appear on the mailbox name without having to follow Dropdown>Inbox.  They’re not appearing in the Outlook Inbox either.

     

    I’ve followed the steps mentioned above and can confirm that my windows did not have those 2x updates and that I’ve set the route path to INBOX and have unchecked subscribed folders.

     

    Help!

    • Hello Zubair,

      Sorry to hear that you are having problems with Outlook email. We can try to help you with those issues, but we would need more information. You may be better off speaking with a Microsoft Support representative if you are having client-specific issues. If you are having setup issues where the account is not connecting, then you should be double-checking the IMAP settings that are used to connect to the mail server. Are you using an Exchange server? Or are you trying to connect to an email server that InMotion hosts? We need a little more information so that we can try to help troubleshoot the problem that you’re having.

      Regards,
      Arnel C.

    • Hello Jose,

      Thank you for your question. If your email is working through your phone, but not on your computer. Try changing your settings on the computer.

      For example, if you are using non-secure email settings, try using the secure SSL options. This will require you to change the port, and may help. Otherwise, you may have to contact the email provider, to see if they have a different setup, or known problems on their servers.

      Thank you,
      John-Paul

    • Email issue just started 2 days ago- could not find those updates but did the other two items on your list and voila! it works again
      Will start your site – thanks –

    • Your help was very appreciated. It worked like a charm. Please note that your description of steps to take does not apply to all versions of outlook. I use 2013 and it got me confused at first. But I did find the way, so it all worked out at the end. Thank you.

    • logged on this morning to find all my subfolders had disappeared.. now as I run a small business I was worried that I had lost all my contacts-emails-important documents–spent all day trying to recover my emails and found this great advice and recovered all my emails ..massive thanks to you…priceless advice

  • I just had an upgrade done on my pc with windows 8.1 and I have outlook 2013.

    I have been having issues with a constant pop up saying IMAP wants to alert you: you cannot delete a system folder.. I dont even know what folder it is trying to delete..

     

    I have been back and forth with microsoft (paying for support) for 3 days now and still no resolution. Can someone help???

    • Need Help Please – I have a Laptop with Outlook 2010 and Desktop with Outlook 2013 – 2 email accounts, one gmail and the other hotmail – I have them set up on both computers but for some reason I end up with a set of folders i.e. Inbox, Drafts, and Sent etc under my name but does not accept emails it just has the Outlook Data file (Contacts etc) then another set under the Hotmail account, then another under the gmail account with a further one tagged on to the gmail saying (Google Mail) which collects everything – So what I would like to know is how do I get rid of the Google Mail and the one with my Name on it and just have the Two Accounts showing GMAIL & HOTMAIL
      Thank you

    • Hello Misty,

      I am aware that there are a lot of bugs with windows 8.1 at this time and this may be one of them. I would suggest removing your IMAP account from the client and re-add it back. This should default its settings.

      Best Regards,
      TJ Edens

    • Hello Ecm,

      You would just need to go into your account settings and there will be a list of the accounts at the bottom. Select the one you would like to delete and click the delete option. If it is folders you would like to remove, then just select the folder and hit delete on your keyboard. It will sync with the server and be removed from your view.

      Best Regards,
      TJ Edens

  • Outlook 2013 won’t sync unless closed and then restarted. I am using Win 8.1 with Comcast IMAP. Outlook 2013 IMAP has been a nightmare. After various glitches, doing complete uninstalls of Office, including registry settings, etc., then reinstalling, etc. the darn thing “almost” works. Latest and greatest problem: Sync’ing won’t work unless Outlook is exited and then restarted. I can see new messages on my phone, but they don’t appear in Outlook’s Inbox. I’ve set the root folder of the account to INBOX, but still doesn’t work properly. “sometimes” during the day, I can switch to another account folder and then the inbox will sync. Typically not, though.

    Also, after adding INBOX as the roof folder for the account, Outlook no longer displays all of the subfolders under the inbox, nor any of it’s own required folders such as “Sent” or “Drafts.” I now only see Inbox, Outbox, and Search Folders. The folders DO exist and I can see them on my phone or by going directly to the server, but Outlook has, once again, trashed itself. I will likely need to delete the profile and recreate the blasted thing again.

    Outlook’s handling of IMAP is absolutely frustrating.

  • I created rule in my outlook 365 for all my incoming and outgoing email to that concern people or companies folders and everything was working fine, but now  all my email came in single folder and i checked that folder rule and it’s fine. i don’t understand how and where it’s having problem. kindly help..

    • Hello Nishant,

      Typically, the only way that email is showing up in a single folder (the INBOX) is when the protocol for the email account is set to POP3. If you are set to use IMAP, then your email will be able to use multiple folder structures. Check to make sure that your email account is set to IMAP and then it will be able to use multiple folders. For further information, please see How email works in general.

      I hope this helps to answer your question, please let us know if you require any further assistance.

      Regards,
      Arnel C.

    • The article is OK I cannot solve my Outlook issues however. I cannot send or receive email. This started quite suddenly, and I cannot fix the problem.

    • Hello Kathe,

      This article was written for a specific issue and not as general troubleshooting. If you are having issues sending and receiving emails, then you will want to start by evaluating your email settings within the client.

      Kindest Regards,
      Scott M

  • I don’t know if this will work for everyone but I went into the Start Menu and typed ”outlook/safe” then clicked the appropriate line.  The app appeared on the top left of screen.  Right-clicked on that icon . At the bottom of the Screen, clicked on  “Open File Location” then Clicked on the Outlook Icon and saved to the Task Bar, from there on I no longer got the  “……has stopped working” nuisance.

    • I think there was the last download that causes very very slow download It went from 3 minutes to over 15 minutes download

  • Spent hour and half on remote access with Microsoft Tech Support who finally gave up and referred me to Level 2 Technician who is supposed to call me within 24 hours. Then logged in to Inmotion, searched Office 365, unclicked Folder Hierachy as suggested and problem solved in under five minutes. Go to love it.

    • It’s awesome! I couldn’t figure out what was wrong lately but Outlook 13 was hanging up constantly and this explains it. I’ll try uninstalling the recent updates first and if that doesn’t fix the problem I’ll disable the show only subscribed folders option in Outlook and if that doesn’t work, I’ll change the root folder path. I like that you offered multiple solutions and explained them clearly and succinctly. Huge contribution. I can’t develop the fixes but I follow the directions well and experience a sense of accomplishment when the fix works.

    • Little improvement needed. Perhaps update with expected fix date from Microsoft (if known) or link to MS bug report.

  • Not sure if this will help anyone but after a few weeks of dealing with this and trying all the fixes it turns out to be a problem with AVP for me.  I turned off AVP Add-on and everything works.  I feel kinda stupid should have realized that weeks ago, but just happy it is fixed now.

  • Hi there- i am having issues with new emails coming into my inbox. i just downloaded microsoft 365 on a new computer and my outlook isnt updating. the last email that came through was Monday morning. i am able to send emails. When i run a test email it completes and comes through outlook on my other computer but not current one. When i try to repair a message comes through about encryption error.

    please advise. my email host is go daddy

    • Hello Michelle,

      Sorry for the problems with receiving email. Generally, when these kind of problems occur it is a settings issue. You would need to make sure that you are using incoming server settings that apply to your account and work with your ISP (internet service provider). Check out our article on troubleshooting receiving email. It will take you through some steps that should help you pinpoint the problem that you’re having. I hope this helps to answer your question, please let us know if you require any further assistance.

      Kindest regards,
      Arnel C.

  • Hello Jeff.

    Thank you for your swift response, however the account is completely removed. I used to have the following accounts:

    email@email.com and email@email.com(1).

    I removed email@email.com, and after that renamed email@email.com(1) to email@email.com, if this makes sense?

    So in my accounts I only have the new one, however when I open Outlook it stil shows 2 accounts, both named email@email.com. No emails are received in the second account and all sync issues appear in the first account.

    Not sure how to explain this in a better way.

    • It sounds like a setting is still stuck somewhere. If you’re confident that the old email account was fully removed, you may have deeper issues inside Outlook. You may need to either contact Microsoft, or reinstall Outlook.

    • I have just recently installed Outlook 2013 on my Desktop and my Lap Top has Outlook 2010 – Both have the same email address but the Account Type on Outlook 2013 is IMAP and the Account Type on Outlook 2010 is POP3 – The problem is Outlook 2013 does not retain emails (I receive them but they remain in the folder) and Outlook 2010 works fine
      I note there are numerous problems with email retention on 2013 but could my problem be related to IMAP & POP3 and if so how do I resolve it

      Sorry should have said the emails DO NOT remain in the folder

    • Hello Ecm,

      Thanks for the question. If you are using two different email clients connected to the same email account and one uses POP3 while the other uses IMAP, then yes you will have a problem with retaining some of your emails. The POP3 client works by downloading emails into the INBOX folder. Depending on the configuration, the emails may actually be downloading TO your computer and off of the server. So, if you have your POP3 email client doing that, then there would be no emails retained that IMAP client could actually see. I would recommend changing your POP3 client over to IMAP, then it will not be a problem as the emails are retained on the server.

      I hope this helps to answer your question, please let us know if you require any further assistance.

    • OK Arn
      I have deleted my 2010 POP3 email account on my Lap Top and set up the same email in IMAP – Now my Lap Top and Desk Top have the same email account type so all I have to do is see if my Desk Top 2013 Outlook retains a copy of my emails – I looked at both sets of setting and although there is a slight difference between 2013 & 2010 I am pretty sure both setting are near as can be

  • Hey! I am having the same problem, but not sure exactly how to fix it.

    I used to be on a server with my email, and had in Outlook 2013 created folders that I moved emails into from the Inbox.

    I then changed my server but kept the same email address to an IMAP server. I created a new account in my Outlook 2013 to match the new server details, I then dragged and dropped all folders from the old account into the new Inbox.

    After this I removed my original account from Account Settings in Outlook. This account still shows though in the Outlook mail and every time I send/receive Outlook is synchronising subscribed folders and I keep having 30+ errors in the sync issues folder.

    What can I do?

  • Hello,

     

    I can’t seem to figure out why the accounts (Yahoo&My Work Email) that I have registered throught Windows 8.1/Outlook are not sending or receiving correctly. Outlook can’t seem to sync correctly. I read throught the article above and I do not have the updates mentioned that seem to be causing an issue similar to mine. I have tested the accounts through my phone and they are sending and receiving just fine, so it has to be my Outlook account, correct?

    • I am having the same problems but can’t find the updates that you mentioned. I have Office 365 and have lost all of the folders in outlook. Are these backed up somewhere because it is Office 365? How can I find them and reinstall? thanks

    • Hello Kay101,

      Sorry that you’re having problems with your email. If you are a customer of InMotion, then typically email files should be on the server and there may be the availability of backups depending on your account. Unfortunately, backups are not automatically part of the Office 365 software. Therefore, you won’t have backups unless you have setup some type of backup service. Make sure to check your TRASH folder in case you accidentally deleted them. Also, check any existing folders and make sure that they didn’t get accidentally moved. You may also want to check any alternate way to access your email – such as through webmail. If you see your email in a webmail client, then you may not have lost your folders as you fear.

      If you continue to have problems, then you may need to contact Microsoft or your email host for further assistance. If you are an InMotion client, then please provide more information about your hosting account for us to investigate the issue in more depth. You can also contact our live technical support team available 24/7 via phone/chat/email (contact information is below). Microsoft provides a website that may also help. Check it out here.

      I hope this helps to answer your question, please let us know if you have any further questions or comments.

      Kindest regards,
      Arnel C.

    • All my emails I send and receive disappear from outlook 2013 which is on my Desktop – Is it possible that my Lap Top which has Office 2010, IPod and Smart phone which all have the same email address are playing some part in this – By the way my Lap-Top with Outlook 2010 works great

    • Hello ECM,

      Do you by chance have one of those devices connecting to the email address using POP3 protocol? If so, that device can pull the email from the server and no other device will see it.

      Kindest Regards,
      Scott M

    • Hi Scott
      I have a funny feeling my Lap Top is using POP3 but will have to check – If so does that mean there is nothing I can do with Outlook 2013 to get it to keep sent and received emails

    • Hi Scott
      Checked my Lap Top and it is POP3 – So could be I have to rely on my Lap Top to send, receive and save emails

  • I’m attempting to synch outlook but it fails with errors. Have typed INBOX as advised – that allowed sent items to appear. When trying to uncheck subfolders etc. I click on IMAP folders but receive message Outlook not responding.

    • Hello Geoff,

      In researching the issue, if you are sure you have manually set the IMAP root path within Outlook, the next suggestion is to delete and recreate the IMAP account.

      Kindest Regards,
      Scott M

  • Hello  to Everyone,

    Last year I upgraded my Office Home And Business 2010 to Office 365 all was properly migrated even my Mobileme account in IMAP setting. The problem Is my IMAP mobileme account  whenever I tried to open a pdf Attachment it wont open and there is this message “There was an error opening this document , the file is damaged and could not be repaired ” Im in Windows 7 Pro using Adobe reader XI 10.0.10 Bitdefender Antivirus. Please help me I will try the update uninstall and uncheck subscribe folder and post again in the morning. 

    Thank You Very Much Guys and Goodluck to Me =)

    Cheers! 

    • Unfortunately, we do not have much information regarding 2rd party services. You may want to contact their support for further information.

    • Hello Jonathan,

      Have you ruled out Outlook by testing with wemail? How about using another client such as Thunderbird? You do not have to switch, but use them to either prove or rule out that Outlook is the one with the problem.

      Kindest Regards,
      Scott M

  • Hi Arnel,

     

    I talked to our service provider today about the email issue and they said they’ve been having issues with their server and are still working on it. They suggested I use WebMail in the meantime.

    They had no idea about the disappearing folder. They said that sounds like a Windows issue.

     

    Thanks,

    Paige 

  • I have started having problems with outlook not synching. I can open and respond to emails, then I come back and they show up as unopened. Also some new messages I am sending are showing up as “unread” in sent folder.

    This is only since maybe Thursday or Friday last week. I haven’t been near my Outlook or GoDaddy set ups since. I also get the email on my iphone, it is affected by them changing status also.

     

    Suggestions?

    • Hello Ian,

      Do you experience the resetting of the read mails when only using the Outlook? Or does the behavior also occur when using webmail or the iphone exclusively? We need to rule out the others to point directly at Outlook. Do any of the above suggestions help? Are you getting current emails and just have the issues with the flagging of read email?

      Kindest Regards,
      Scott M

  • Hi John-Paul,

    I set it not to sleep and Outlook still did the same thing when I launched it this morning. I had to send email to get it to receive email.

    Thanks,

    Paige

    • Hello Paige,

      Sorry for the Outlook problems, but the issue is related to your computer and the email client behavior (possibly settings). Are you InMotion Hosting customer? If so, if you can provide us information about your account, then we can look at the log files to look specifically when your computer connects or doesn’t connect. Also, what Version of Outlook are you using? We can’t tell, and they are not all the same. It’s possible that a scheduling option has been accidentally set that is causing the issue. Or it could another option. If you can provide some more specific information, then we can investigate the issue for you. If you are not an InMotion customer, then you may need to contact your current email host or Microsoft technical support for further assistance.

      Apologies that we cannot provide a direct answer as this is not a common issue and we do need some further information in order to properly investigate the issue.

      Kindest regards,
      Arnel C.

  • Hi John-Paul,

    I checked the send/receive interval and it’s set for 30 minutes.

    Also, I’ve started regularly putting my laptop into sleep when I got out so that it will turn off (it was staying on) but I keep Outlook minimized while it’s in sleep. Could that cause this issue?

    Thanks,

    Paige

    • Hello Paige,

      Thank you for more information. I think the laptop going to sleep could be causing the issue.

      As a test, set it to not go to sleep, and see if you have the same issue in the morning.

      If you have any further questions, feel free to post them below.

      Thank you,
      John-Paul

  • Hi John-Paul,

    When I open Outlook, it shows the “send/receive” in the status bar, but doesn’t receive any email, and there are no error messages. When it first did this, I emailed my Yahoo mail to see if it would send email, and it did. It also received all the regular email as usual when I open my Outlook in the morning. After that, it receives emails throughout the day as usual.  Now, to get it to receive that firat batch of email of the day 
    (I keep my Oulook open all day) I always have to send and email first.

    Also,and I don’t know if this has anything to do with this issue, it deleted a folder I had the other day.

    Any ideas?

    Thanks,

    Paige 

    • Hello Paige,

      Thank you for your question about receiving email. We are happy to help, but will need some additional information.

      Have you tried just restarting Outlook in the morning? It is possible the connection is just going idle from running so long, and stops updating. I have seen this type of issue occur when a computer goes to sleep, or the screen saver cuts on.

      What is your send/receive interval set to? This setting may be affecting the updates as well.

      Also, it may be a good option to contact Live Support in the morning, so they can review the email logs in real-time for issues.

      If you have any further questions, feel free to post them below.

      Thank you,
      John-Paul

    • Hello Paige,

      Thank you for your Outlook question. Did you mean you “can’t” receive email, unless you send one first?

      We are happy to help, but will need some additional information.

      What happens when someone tries to send you an email? Does it return/bounce back?

      Are you seeing any errors?

      Thank you,
      John-Paul

  • Thanks Arn.  I’ll backcheck my other laptop as it is the same as the first one I’m having issues on.  It was set up the same but the moment I tried to add a PST and then add a rule to have it move the mail through from Comcast to the PST it broke.  Comcast says it has nothing to do with them.

  • I did what you suggested JeffMA, I moved all of the email in my subfolders back into my inbox in IMAP.  I exported my inbox from IMAP and imported it into my POP3 account.  Now the email are all in my POP3 inbox, I’ve tried to move them back into the subfolders and they are not going back?  I can’t see any emails in the subfolders even though I have moved them?

    • To move those messages into folders, you would need to re-create the folders Outlook under the POP account, and then move the messages there. The existing IMAP folders will not work as POP requires the individual folders to be locally on your machine.

  • I have to go from IMAP to a POP3 account per my email provider and I created a POP3 account and imported my Inbox and subfolders.  They are all there however, even though some of my subfolders show unread emails, each subfolder is empty!  Have successfully imported my contacts, calendar and tasks.  Can someone help me with this?  My email provider is saying I’m SOL for email within my subfolders as that is an Outlook 2013 issue.  Please help!  I have to turf my IMAP account tomorrow and don’t know what to do.

    • Hi, I have again the same problem.
      I have created new Folder and moved 4 messages from Inbox (no categories nothing was created on them), and later then I open that Folder I see only two messages!!!
      Then I go to the Browser to check the email online and I see all 4 messages in that new Folder…
      Why is it so happening? 🙁

    • Due to the limitations of POP3, the client will not download messages from folders and only supports the main inbox. To get the messages that were in IMAP folders, you will need to move from from those subfolders, to your main inbox.

    • It sounds like your Outlook client may be filtering the email that is displayed. Unfortunately, there’s no way that I can look directly at your configuration so your best options would be to either look very carefully at your Outlook configuration, or remove the mail account from Outlook, and re-create it to ensure all settings are set up correctly.

  • Not sure why but I too suddenly have sync issues with Comcast and for the life of me I can’t figure what the issue is.  It’s seems pretty definite that it’s an IMAP issue.  It won’t sync but when I hit the IMAP folders Outlook stops responding.  Everything was fine until the other day.

    • Hello Mark,

      Sorry for the problems with Outlook. If you’re having synchronization issues, then this has to do with either your settings or something that has changed with your mail host (or ISP). You will need to first double-check your settings and then contact your mail host and determine why Outlook is unable to connect. Since we are not your email host, we unfortunately cannot troubleshoot the specific connection issue.

      Kindest regards,
      Arnel C.

  • I am using Comcast and am attempting to sync to Outlook 2013 on a Windows 8.1 machine. Currently, I sync Live Mail to Comcast, so I know there is no problem with that. However, after setting up my Outlook as specified on the Comcast support website found here http://customer.comcast.com/help-and-support/internet/configure-outlook-2013-email/ the first part of the test is successful, but the test times out and never completes the second part of the test. Please advise…

    • Hello Jeff,

      Thank you for your question about setting up email with Comcast. We are happy to help, but will need some additional information.

      Can you proceed to the next step without completing the second test? I have seen the second test fail many times, but still transmit email successfully.

      If you can, try to send a test email to an outside address, and see if it is delivered.

      Otherwise, you may have to contact your email host, to see if there is a known issue, or error on the server logs.

      Thank you,
      John-Paul

    • Hello Bernard ,

      Thank you for your question about IMAP email. It is difficult to say without reviewing your specific case, so I recommend reviewing the activity in the Exim Mail log. If you are on a shared server, Live Support can review the logs for you. You can easily submit a ticket request via AMP.

      Often, this type of problem can be caused by multiple accounts connecting to the server simultaneously, or repetitively.

      For example, if you have 6 people with their client set to check every 10 minutes, it would equal 360 requests per hour.

      Another cause could be one of the clients checking every minute or more. This can often be caused by a broken or mis-configured email client.

      Thank you,
      John-Paul

  • Hi, now i have another problem, i have fixed everything with that INBOX. But now i saw another problem. In outlook i have many folders for emails, so I put today ten emails to folder X. And lately i went into it and saw only 8 emails. I thought maybe I deleted them, but then i went to my Mailbox online and i found 10 emails in that folder!!! So where they dissapeared in Outlook? :/ (Change recent views doesn’t help).

    • Hello Vytautas,

      If you are using IMAP then the emails should be in plain view. Are you sure there are no search filters in preventing you from seeing all of the emails?

      Kindest Regards,
      TJ Edens

    • Why here is PLAIN VIEW??? I cant connect it? As all other email in Outlook is shown ok…
      But what I did, I opened my mailbox on browser, and i moved those two emails to inbox and in seconds it reappeared in my outlook INBOX! Then I moved them to the same folder in Outlook and vualia I can see them! So I did nothing. I didnt change anything… How can I avoid such situations??? Because now i saw that two emails gone, but in future i might not see that 🙁 And i will think that i lost them…

    • Hello Vytautas,

      Sorry to hear you’re having problems with Outlook.

      There may also be a setting in the Microsoft Outlook that you have missed. If you have created any rules or filters that move email, then the Outlook email program does this. This was the point of TJ’s question above (“did you have any filters?”) . Make sure to look closely at your Outlook client settings. If you’re seeing a discrepancy in what the Android email client sees and compare it to the online webmail client (Horde, SquirrelMail, or Roundcube), then there is either a filter that is causing this to happen in Outlook or simply a missing synchronization rule. The IMAP