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Outlook imaps stopped synching

Discussion in 'E-mail Discussion' started by Mauritz, Nov 28, 2016.

  1. Mauritz

    Mauritz Well-Known Member

    Apr 29, 2015
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    We have had 2 incidents of late where customers are unable to sync emails using imap to Outlook 2016.

    I would have considered this a problem with the mail client, but 1 domain (same customer) had 2 seperate employees have this happen to at the exact same time. They have been unable to get new mail since Thursday. Ironically, the 1 user has 2 email addresses setup in Outlook, the 1 works fine but the other just isn't syncing new emails. When you click on send and receive the account keeps "syncing".

    The one customer was able to fix this by removing the address from outlook and setting it up again, but this would not be a working solution going forward so would like to see what we can do to fix this. As this happened to 2 individual people at the exact same time, I cannot help but think there is something on the server blocking them from getting new mails. It's almost like the sync is in a "stuck state" if that makes sense.

    Where can we start looking?
  2. cPanelMichael

    cPanelMichael Technical Support Community Manager Staff Member

    Apr 11, 2011
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    Could you review /var/log/maillog for the dates/times this happened and let us know of any particular output?

    Thank you.
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