Outlook IMAP account not receiving emails like it should

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I have a client using IMAP in Outlook. Yesterday she wasn't receiving any emails. I looked at the account settings, and they were all correct. I tested the connection, and the test message went through just fine. Then I closed the windows. After a second or two, her emails started coming in. This morning, she again was receiving no emails. I checked the settings again and again tested the connection, then closed the window. Again, after a moment or two she started receiving emails. She never has a problems receiving emails on her phone (also IMAP). It's like every day I have to remind Outlook it can find the server by testing the connection. This is very inconvenient. What can I do?
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JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Make sure you know how to create the account.
Go to Control Panel, Mail and delete the Outlook Profile (Outlook must be closed).
Restart the computer and make a new Outlook Profile.
Set up the Account and test.
Tom CieslikIT Engineer
Distinguished Expert 2017

Commented:
Try to check send/receive settings
Make sure Schedule an automatic send/receive every .....minutes is selected

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David FavorFractional CTO
Distinguished Expert 2018

Commented:
So best get your vocabulary straight.

There's an MTA running somewhere, which receives email + deposits the email into an IMAP server.

There's also one or more clients running, which pull indexes from the IMAP server which represent message headers + when a message is opened, then the IMAP server returns the message payload (headers + body).

You don't mention any time stamps on messages, so tough to say exactly + here's how to debug this.

If sending your test message then allows Outlook to see many old messages (say over many hours), that's one problem.

If sending your test message then allows Outlook to see new messages (old messages are just missing), that's a completely different problem.

Independent of exact problem, you'll refer to your IMAP server log for details about what's failing + healing.

Log review usually provides instant explanation of problems + many times suggests easy solutions.
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Edward van BiljonMessaging and Collaboration Technical Lead (Exchange MVP & MCT)

Commented:
Out of interest can you run a repair on the mailbox? I had a clients imap account doing a similar thing and owa and her phone was working but outlook wouldn't update. Ran fiddler, redid the account profile, tested connectivity from Microsoft side and all good but still wouldn't graft. Moved mailbox to different stores, checked windows update and nothing. After a repair it worked fine again.

Author

Commented:
It's not a server issue, or she would see the same problem on her phone. Also, no one else in her company has this issue. She was set to receive new messages every 30 minutes while Outlook is online, so I changed that to 5 minutes; but yesterday she went several hours without receiving anything, so that's not the issue. I'm thinking Outlook is having some kind of sync issue.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Did you try remaking the Outlook Profile

Author

Commented:
This is actually a new profile, created just a week ago, and was having this problem as early as Monday..
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
I'm thinking Outlook is having some kind of sync issue.

Can you delete and remake the IMAP account on the Phone?
Edward van BiljonMessaging and Collaboration Technical Lead (Exchange MVP & MCT)

Commented:
My client was the same only 1 user and her phone and owa worked fine. Try the repair.
Tom CieslikIT Engineer
Distinguished Expert 2017

Commented:
So what is happening if you'll click Send/Receive ?

Author

Commented:
It would act like like it was sending and receiving, and reported no errors, but no messages showed up - until, as I said, I tested the connection. I'm going to run a repair on the mailbox.
Tom CieslikIT Engineer
Distinguished Expert 2017

Commented:
I would say this is PST file issue not mailbox but you can try.
Try create fresh Outlook profile with different profile name  rename old pst file and check if will act the same
Tom CieslikIT Engineer
Distinguished Expert 2017

Commented:
Did you checked with new profile / and /or pst file name ?

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