Windows 10 + Office 365: Outlook automatically in offline-mode

Hi,

I'm a tech on a site with tens of thousands of computers running Windows 10 (Version 10.0.17763.1282) and I just got a call from a customer saying Outlook is in offline-mode. This is easy to fix, I just go to "Send / Receive" and exit offline-mode and everything works again. However, customer claims that Outlook automatically toggles Offline-mode on and have done so multiple times last week. This is confirmed by my colleagues.

After some research at Google the answer seem to be that the customer is guaranteed to toggle it themselves using a hotkey, probably without them knowing they do so. However it does seem unlikely because this machine is only used for Outlook and the customer is working primarily on another machine.

I ask you if you know any reason at all for Outlook toggling Offline-mode. If not, are there any logs I can take a closer look at? Is the only solution to install a keylogger and see if the user is indeed triggering it with the hotkeys?

Edit: Clarification: Outlook is open at all times and then spontaneously Offline-mode is activated. When opening Outlook it is always online.

Kind regards from Sweden

Is the user really clear on what indicates that "Work Offline" is toggled on?

(A dark grey background on that icon for me.)

Because:

"The big red X on the Work Offline icon confuses many users into thinking the X means they are already offline."

How to Work Offline in Outlook

NMI said:

Is the user really clear on what indicates that "Work Offline" is toggled on?

(A dark grey background on that icon for me.)

Because:



How to Work Offline in Outlook

Yes, she even toggles it off herself and the problem to solve is the automatic toggling. She can go online herself. However, I have had customers being confused about the red X before so it's a legitimate concern, thank you.

It's a long shot, but the key sequence Alt, J, S, W would do it in Outlook 365.