SJ98 Posted June 2 Posted June 2 Hello, Is anyone else having issues at the minute with Outlook Web not refreshing with new emails? I have staff having to refresh their tab every so often instead of emails coming through naturally. This only started for us yesterday, but more staff are complaining about it. It was working absolutely fine prior to yesterday. 1
kennysarmy Posted June 2 Posted June 2 We have ongoing issues with OWA with it occasionally not previewing emails - just getting grey boxes - not sure if if this is anyway connected to your problem.
SJ98 Posted June 2 Author Posted June 2 Not too sure, I don't think we've been seeing issues with email preview, just specifically with emails not updating unless you refresh the tab.
thebatman Posted June 2 Posted June 2 This has been happing for us for a while in the "New Outlook" view, dont know about the Outlook Web version, but as they are almost the same thing.... We havent found a "fix" for this, but we also havent realy been looking.
bandgeekmafia78 Posted June 3 Posted June 3 21 hours ago, SJ98 said: Hello, Is anyone else having issues at the minute with Outlook Web not refreshing with new emails? I have staff having to refresh their tab every so often instead of emails coming through naturally. This only started for us yesterday, but more staff are complaining about it. It was working absolutely fine prior to yesterday. Yes, this has been happening at my school for several days - it seems to be impacting both browser-based and desktop application versions of Outlook. Microsoft's Service Heath page acknowledged it as an issue yesterday too. Have you managed to figure out a workaround which doesn't involve users constantly having to refresh their page?
SJ98 Posted June 3 Author Posted June 3 5 minutes ago, bandgeekmafia78 said: Have you managed to figure out a workaround which doesn't involve users constantly having to refresh their page? I decided to speak to Microsoft on the phone yesterday as it just didn't make sense why it was happening in groups of staff. They did actually provide a solution, which is something I didn't actually know about (learn something new everyday I suppose!) They said that the user needs to go to their emails on the web, and then right-click on the page and go to inspect, and then right-click on the reload button of the tab and you will see a new option to clear cache and force page reload. This actually solved it for us. We did try clearing cache generally by going into the settings and clearing it from there, but that didn't solve it. It needed this extra option under the reload button to kick it into action. Not sure if this would work for you - we haven't had issues on the app, just specifically the browser. If the above doesn't work for you, the best solution I can provide is to get in touch with Microsoft Support via the Admin Center. 2
bandgeekmafia78 Posted June 3 Posted June 3 1 hour ago, SJ98 said: I decided to speak to Microsoft on the phone yesterday as it just didn't make sense why it was happening in groups of staff. They did actually provide a solution, which is something I didn't actually know about (learn something new everyday I suppose!) They said that the user needs to go to their emails on the web, and then right-click on the page and go to inspect, and then right-click on the reload button of the tab and you will see a new option to clear cache and force page reload. This actually solved it for us. We did try clearing cache generally by going into the settings and clearing it from there, but that didn't solve it. It needed this extra option under the reload button to kick it into action. Not sure if this would work for you - we haven't had issues on the app, just specifically the browser. If the above doesn't work for you, the best solution I can provide is to get in touch with Microsoft Support via the Admin Center. Thanks for this. The hard cache reset seemed to work at first, but we're finding that it simply pulls through the outstanding email waiting to land in the inbox before the issue reappears. I'll reach out to MS Support via Admin Center. Cheers. 1
SJ98 Posted June 3 Author Posted June 3 Sorry that it hasn't worked - if Microsoft provide a different solution for you, share it here just in-case there are future issues, as I imagine this won't be the end of it! 1
mp4-dave Posted June 3 Posted June 3 We've got the same issue here. It seems to be worse in the New Outlook App. The "Classic" version and online seem ok for most people but a decent chunk are having to press F9 to run a Send/Receive or click on to a different folder and then back to Inbox to tripper a refresh online.
SJ98 Posted June 3 Author Posted June 3 99% of our users use the web version only. There's probably about 5 users at most that use either the classic/new outlook app on their machine. I want to say I am the only one that uses the new Outlook app, and the other 4 use the classic. We've done our hard reset cache on one or two users, and I have just had feedback now that it's worked for one, but not for the other, so we are under the assumption that this is still going to be an underlying problem for us. I will also try to get back in touch with Microsoft as a precaution.
3s-gtech Posted June 3 Posted June 3 Had it for ages on one mailbox (in one browser) but not another in a different browser. Then it seemingly got fixed and works fine in both again.
MrEprise Posted June 3 Posted June 3 I'm glad it isn't just us with the issue. I did find out it was happening at other schools in our Trust but as we all use Smoothwall, I'd presumed it might have been a caching issue or something but couldn't get to the bottom of it. I've got a few members of staff who use the new web outlook where this happens very frequently. It'll do it for a few days, sort itself then start doing it again, though it seems to pick users at random. One particular member of staff it happens to, is the type to act like it's the end of the world for them and start complaining to SLT that the computers are carp. I keep telling them it's not limited to our school but...
SJ98 Posted June 3 Author Posted June 3 We're on Sophos with the same issue. 1 hour ago, MrEprise said: One particular member of staff it happens to, is the type to act like it's the end of the world for them and start complaining to SLT that the computers are carp. I keep telling them it's not limited to our school but... Yeah, I can completely level with you in some way. Most staff are generally fine with it at the moment, but they all expect their emails to refresh automatically, and then it becomes our issue when they are not seeing emails that they need to because it's not refreshed. We've still not had contact back from Microsoft yet, so we don't know any more than we did earlier today.
SJ98 Posted June 5 Author Posted June 5 Just to update, ours has completely reverted back to being an issue. We're getting more and more alerts from staff that they are not receiving emails unless they refresh, and the hard cache reset isn't resolving the issue.
NegativeKillDeath Posted June 5 Posted June 5 Have you checked that any firewall or filter is up to date with the latest M365 endpoints Microsoft 365 URLs and IP address ranges - Microsoft 365 Enterprise | Microsoft Learn The latest change was Fri 29th which is when your problems started.
F56enthusiast Posted June 5 Posted June 5 We're seeing this here too since Tuesday. I don't think it's Smoothwall as it's happening to me on my personal machine at home. 1
SJ98 Posted June 5 Author Posted June 5 53 minutes ago, NegativeKillDeath said: Have you checked that any firewall or filter is up to date with the latest M365 endpoints Microsoft 365 URLs and IP address ranges - Microsoft 365 Enterprise | Microsoft Learn The latest change was Fri 29th which is when your problems started. Thanks for this. I have had a look and made changes just in case, but I don't know if this will fix anything. I checked the change log subscription and on 29-05, it looks like they had only removed a URL, so I wouldn't have thought that would have made a difference. Regardless, I have made changes that reflect data on this page, so thank you.
Techie-Tech Posted June 5 Posted June 5 We've been having this issue right across our schools. Have tried clearing the cache, but that only worked for a short time before the issue crept in again. These niggles are the worst, but at least we can pin it to Microsoft 😀
SJ98 Posted June 5 Author Posted June 5 Speaking to other academies within our Trust (also having the same issue). They've suggested that Chrome may be stopping the refresh to save on resources possibly. I will leave what we have gathered below in case it helps for others. It looks like the below may only work on Chrome, not Edge (or any other browser): Open Chrome. Go to: chrome://settings/performance Find Always keep these sites active. Click Add. Add these one at a time: outlook.office.com office.com office365.com microsoft365.com microsoftonline.com outlook.cloud.microsoft Clear cache, close Chrome and reopen it.
F56enthusiast Posted June 5 Posted June 5 We use Edge here and have the same problem, it looks like the setting in Edge is on the following screen: edge://settings/system/managePerformance I'm going to add those sites in now to see if it solves it for me. 1
SJ98 Posted June 5 Author Posted June 5 I have been told that there's a chance it may only work on Chrome (not sure why, may have been tested previously). You are more than welcome to try it in Edge as there's no harm doing so.
kennysarmy Posted June 5 Posted June 5 11 minutes ago, SJ98 said: Speaking to other academies within our Trust (also having the same issue). They've suggested that Chrome may be stopping the refresh to save on resources possibly. I will leave what we have gathered below in case it helps for others. It looks like the below may only work on Chrome, not Edge (or any other browser): Open Chrome. Go to: chrome://settings/performance Find Always keep these sites active. Click Add. Add these one at a time: outlook.office.com office.com office365.com microsoft365.com microsoftonline.com outlook.cloud.microsoft Clear cache, close Chrome and reopen it. I might see if this also solves my issue, whereby sometimes the preview of emails does not work and I just get grey boxes, rendering can happen anything from a few seconds later to several minutes. 1
SJ98 Posted June 5 Author Posted June 5 I have tried this on a user in Chrome and then sent them a test email, and it refreshed as soon as the email arrived. I will continue with my team to monitor this user and check for other solutions as well should this not work in the near future.
SJ98 Posted June 5 Author Posted June 5 Another possible route is to look into your monitoring software - whether that be Senso or Impero? I think some of our academies temporarily disabled or uninstalled the software on machines and saw emails coming through. Again, more of a thought for people in case they're stuck still! 1
F56enthusiast Posted June 8 Posted June 8 On 05/06/2026 at 15:20, SJ98 said: Another possible route is to look into your monitoring software - whether that be Senso or Impero? I think some of our academies temporarily disabled or uninstalled the software on machines and saw emails coming through. Again, more of a thought for people in case they're stuck still! I think you could be onto something here, I've updated Senso to 2026.4.13.1 over the half term. I uninstalled this from my machine and the problem resolved, re-installed it and it came back. I will raise a support call with them I think, thanks for the heads up. 1
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