troubleshooting Question

Office 365/Outlook 2013 not syncing new email when using cached settings

Avatar of Rob Hayes
Rob HayesFlag for United States of America asked on
Email ClientsMicrosoft 365Internet / Email Software
4 Comments1 Solution1745 ViewsLast Modified:
We have just moved to Office365 and upgraded everyone to Office 2013.  I have one user- who just happens to be the CEO- his email will not sync with Outlook is I have cache email selected.  As soon as I turn this off his outlook email works fine.  I have deleted profile numerous times.  Recreated .ost file etc.  As soon as I create new - it will show everything from that point back- it just won't update new.  At the bottom it always says updating inbox.  

He does have a large inbox but nowhere near the biggest.  His online file is at about 20GB.  I had settings set to cached 12 months.

There is one difference in his setup- he already had Office 2013 installed from regular installation file not the downloaded from Office365 installation as the majority of others do.
So I have not tried uninstalling Office 2013 and reinstalling from the Office365 download but that would be my next thing I try.

I have seen there are many posts going back to the debut of Office365 with people having this problem seemingly pretty random.  I have yet to see any clear cut solutions going on more than 2 years from original postings of this problem up until now.

Have their been any breakthroughs?  Could this simply be  caused by different installation media?

Just a side note- this was happening with his desktop here but was not having issues with his laptop.  Laptop was installed with Office 2013 installation media as well and not Office365 download.  As soon as I changed his desktop to stop using cache his laptop quit working.  Put his laptop on no cache and it started working again. Not sure of this is related but a point to consider perhaps.
ASKER CERTIFIED SOLUTION
Rob Hayes
Director of IT

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