New email not appearing in Outlook Classic

Summary

This article explains how to fix an issue where new emails do not appear in Outlook Classic even though they are visible in Outlook on the web or on a mobile device.

Who This Article Is For

Employees using Outlook Classic on a County-issued Windows laptop or desktop.

Symptoms

• New emails are not appearing in the Inbox in Outlook Classic.

• Outlook on the web or the Outlook mobile app shows newer messages than Outlook Classic.

• Calendar updates or mailbox permission changes may not appear correctly in Outlook Classic.

How to Fix It

Step 1: Open Outlook account settings

Open Microsoft Outlook Classic. Select File in the top-left corner. Select Account Settings, then select Account Settings again from the dropdown menu.

Step 2: Select your email account

On the Email tab, select your email account, then select Change.

Step 3: Disable Cached Exchange Mode

In the account settings window, find Use Cached Exchange Mode and clear the checkbox.

Step 4: Save and restart Outlook

Select Next, then Finish. Close Outlook completely, then reopen it and allow it to reconnect.

Expected Result

After Cached Exchange Mode is disabled, Outlook Classic should connect directly to the mail server. New emails should appear in the Inbox, and sync differences between Outlook Classic and Outlook on the web or mobile app may be resolved.

Need Help?

If this article did not resolve the issue, please contact the IT Service Desk at 770.822.8915 or submit a service request through the Service Portal.