Outlook Mobile App sync problem

Elvin Rashidov 0 Reputation points
2026-09-16T14:00:39.64+00:00

Hello Microsoft Support Team,

We recently configured our on-premises Active Directory and Exchange environment in Hybrid mode with Microsoft 365.

Following this configuration, we started experiencing issues with Outlook Mobile. Specifically:

  • Outlook Mobile is unable to synchronize properly.
  • The Inbox does not load or remains empty.
  • Some users experience problems accessing their mailbox content through the Outlook Mobile application.

These issues appeared after the Hybrid configuration was implemented.

Could you please assist us in investigating the root cause? We would appreciate your support in reviewing the Exchange Hybrid configuration, authentication mechanisms (including Modern Authentication/OAuth), and any relevant Exchange Online or Outlook Mobile connectivity settings.

Please let us know if you require any additional logs, configuration details, affected user information, or diagnostic data from our environment.

Thank you for your assistance.

Outlook | Outlook for mobile | Outlook for iOS | For business
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  1. Roebe Ta 1,120 Reputation points Independent Advisor
    2026-09-16T14:47:37.7033333+00:00

    Hello @Elvin Rashidov,

    Good day! I hope you are doing well.

    Since this issue appears to have started after configuring your on-premises Exchange environment in Hybrid mode and may require a detailed review of your Exchange Hybrid configuration, authentication, and server-side settings, I recommend contacting the Microsoft Exchange/Hybrid support team through a Microsoft 365 support request. They will have the appropriate tools and access to review your environment and relevant diagnostic logs in more detail.

    1. Find your Microsoft 365 admin: If you don't know who the global admin is in your organization, you can find guidance here: How can I find my Microsoft 365 admin? - Microsoft Support    
    2. Submit a service request: The Global Administrator should create a support request with Microsoft to receive advanced technical assistance. For detailed instructions, see: Get support - Microsoft 365 admin | Microsoft Learn    

    If your subscription is from a partner or reseller, contact the reseller's support provider to help open a service request on behalf of you instead.    

    Microsoft Q&A is primarily a community support platform. While I can provide general troubleshooting guidance here, issues requiring detailed investigation of your Exchange Hybrid environment or tenant-specific diagnostics are best handled through an official Microsoft Support request.

    Additionally, please verify the Exchange Server version currently running in your environment. If you are using an older Exchange version that has reached end of support (for example, Exchange Server 2016 or Exchange Server 2019), please consider upgrading to a supported version.

    I hope this helps point you in the right direction. Thank you and I wish you a successful day!

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