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


  1. Posts : 58
    Version 10.0.22000.258
       #1

    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
      My Computer


  2. NMI
    Posts : 953
    Windows 10 Pro, Version 20H2
       #2

    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


      My Computer


  3. Posts : 58
    Version 10.0.22000.258
    Thread Starter
       #3

    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.
      My Computer


  4. NMI
    Posts : 953
    Windows 10 Pro, Version 20H2
       #4

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


  5. Posts : 27,170
    Windows 10 (Pro and Insider Pro)
       #5

    Possible causes (from my point of view):
    -connection to server is lost
    -problems on user profile side (account, ost file, firewall...)
    -problems on server's side (don't think it's impossible, network could be configured with mistake)

    I would start with creating a new user under Windows (for testing purposes) and test with it. This will show where the problem is.
      My Computers


 

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