Office 365/Outlook Client - Emails sticking in mailbox - Microsoft Community


i have open ticket microsoft support on this, looking community input well.

we're seeing issues emails getting stuck in outbox hour before send. users impacted have mailboxes hosted on microsoft's servers, nothing on-premise them.

all emails impacted appear have attachments, size doesn't seem issue. many of them, total attachment size below 1mb. if give hour or so, outbox clears , emails send. we've been able confirm if same email , attachments sent via web portal, emails send without issue. if delete contents of outbox , recompose/send emails, send fine, other times same issue happens.

we've seen issue forwarding emails attachments. 

i've been able confirm mail flow working fine while emails stuck in outbox (ie, user still receiving emails , can send emails without attachments no problems). 

we've tried new mail profiles , new osts, far issue ends coming back. been tricky isolate due sporadic nature of it.

the pcs impacted windows 7 professional running office 365 suite of software. 

any input or ideas of other things can test see if can narrow down issues may exist on our end?

thanks!

hi joshmto,

regarding the issue emails that with attachments getting stuck in outbox  period of time. suggest following troubleshooting steps:

       
  1. to determine if issue caused other program on computer, reboot computer clean boot. please refer article: how perform clean boot in windows.
  2. to identity if add-ins cause abnormal operation of outlook, run outlook in safe mode holding windows key , pressing r, typing outlook.exe /safe in open field , click ok.
  3. make sure don’t have over-zealous antivirus scans outbox emails , prevents them being sent. simple test , disable antivirus protection, restart outlook , try sending outbox emails once again. if sent, configure antivirus , prevent scanning outbox emails.
 if methods above don’t work, need confirm following information: 
  1. does issue happen 1 user or many users?
  2. the outlook version using. can check it from opening outlook>file>office account. see screenshot below:

besides, please provide sr number of ticket with microsoft support？ can monitor status. in order protect privacy, please send sr number private message.

thanks,

amanda



Office / Outlook / Windows other / Office 365 for business



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