Argus IT Help Desk · Email
Unable to Send or Receive Email
Sending and receiving are two different things — say which one is broken.
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Most of the time email works flawlessly, but sometimes it fails. These steps may save you some grief before you place a ticket.
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Sending and receiving are two separate processes One can work perfectly while the other fails. When you fill out a ticket, say exactly which one is broken — it changes where we look.
🔍 Start here: check the connection status
Look at the lower-right corner of Outlook — it should say "Connected to: …". If you don't see a connection to Microsoft Exchange or another email provider, work through the steps below.
🛠️ The steps
1 Check you're not working offline. Click Send/Receive on the Outlook ribbon and look at Work Offline (far left). If it's highlighted, click it to bring Outlook back online — this can take a few minutes. 2 Confirm the computer is actually online. Test by going to www.google.com. 3 Force an update. Click your main Inbox folder, then Update Folder on the Send/Receive tab. If there's an error you'll be told — screenshot it and attach it to your ticket. 4 Test email on the web. If email works through the web application, the problem is with Outlook on your computer — not the email service itself. See Access Email Online for the right web address for your property. 5 Try Outlook in Safe Mode. Press the Windows key, type Outlook.exe /safe, and press Enter. Pick your profile if asked (or just press OK if there's only one). Test whether email works.
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If Safe Mode works, still place a ticket Outlook working in Safe Mode but not normally means something is wrong with Outlook that needs fixing — usually an add-in. Safe Mode is a diagnosis, not a fix.
🆘 What to include in your ticket
Is it sending, receiving, or both? · what the bottom-right of Outlook says ("Connected to…" or not) · a screenshot of any error from Update Folder · does email work in the web application? · does it work in Safe Mode? · when it started.
ArgusIT KB# 140001 · Tags: email · email not working · send email · receive email · outlook
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