offline error

In classic Outlook, select Send/Receive > Work Offline once; the button should become unshaded and Working Offline should disappear from the status bar.^1^

If it remains offline

1. Check the exact status at the bottom of Outlook
   • Working Offline: select Send/Receive > Work Offline again until the status changes.
   • Disconnected or Trying to connect: Outlook cannot reach the mail server, so continue below.^2^
2. Test the mailbox through webmail
   • Sign in to your email through its website and send yourself a test message.
   • If webmail also fails, the problem is with the account or mail service; contact the email provider.
   • If webmail works, the issue is isolated to classic Outlook or the computer.^1^
3. If the Work Offline button is missing
   • For a Microsoft 365 or Exchange account, this can occur when Cached Exchange Mode is disabled. Enable Cached Exchange Mode, or contact the person who manages the Exchange server.^1^
   • If the entire command disappeared because the ribbon was customized, right-click the ribbon, select Customize the Ribbon, select Send/Receive under the main tabs, and choose Reset.^3^
4. Install pending Office and Windows updates, then restart Outlook. Microsoft lists updates as a reconnect step for classic Outlook.^1^

Test add-ins

1. Close Outlook.
2. Press Windows key+R.
3. Enter outlook.exe /safe and select OK.
4. If Outlook connects in Safe Mode:
   • Open File > Options > Add-ins.
   • At Manage: COM Add-ins, select Go.
   • Clear the add-in checkboxes—do not remove the add-ins.
   • Restart Outlook normally, then re-enable them individually until the problem returns.^4^

If Outlook still shows Disconnected

Create a test profile:

1. Close Outlook.
2. Open Control Panel > Mail (Microsoft Outlook) > Show Profiles.
3. Select Add, name the profile, and add the email account.
4. Start Outlook while holding Shift, select the new profile, and test sending and receiving.

If the new profile connects, the original profile is damaged; continue using the new profile after confirming that all required accounts and locally stored data are available. If the new profile is also disconnected while webmail works, contact the email provider or—on a managed Microsoft 365 account—your organization’s administrator.^4^

References

1. Classic Outlook (#tab/classic-outlook)
2. New Outlook (#tab/new-outlook)
3. WORKING OFFLINE - Microsoft Q&A
4. Outlook for Windows not responding, hangs, freezes, or stops working