Around the end of September, I posted a blog article talking about Outlook 2016 prompting for password credentials due to a Office 2016 click to run update bug when using Microsoft Exchange. While they did just recently fix this by deploying a new update, I have since come across a new bug in the latest update.
I noticed multiple computers with Outlook 2016 Version 1710 (Build 8625.2121 Click-to-Run) started getting stuck with the Outlook icon on the system tray showing that it was sending and receiving. When opening Outlook, and hitting Send and Receive, nothing is shown.
When you hold down CTRL and right click on the Outlook icon, choose “Connection Status…”, then select the “Local Mailbox” tab, you’ll notice it gets stuck on “Email@address.com – Saving synchronization log” (as seen below).
I went ahead and tried all the usual troubleshooting steps like deleting and recreating the OST and Outlook Mail Profiles, but it still had no effect. I went ahead and completely uninstalled Microsoft Office, and reinstalled an older version. The issue DID NOT occur on the older version. Once updating to the latest, the bug re-occurred.
I’ve been scouring the internet for 2 days now trying to find information on this however I haven’t received any. This is most likely a new bug produced in the update that resolved the last bug. I will be posting updates when I hear more.
Microsoft has acknowledged that an MVP has reported this issue to the team. They are investigating.
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Hi Steven,
Funny because I noticed the same and actually took the same steps including scouring the internet with no results (until yours today) and complete reinstall. All was fine again until updating today and now were back to stuck sync. Please let me know if you discover a fix. Thank you, David
Hi David,
I'm glad to hear someone else is having this issue. I'm surprised there was nothing else on the internet discussing this...
I'll keep everyone posted!
Cheers
Hi Stephen,
After about 4-5 hours from updating again today my task bar icon returned to normal blue & white outllook and no more "Microsoft is synchronizing folders" but local mailbox still shows saving sychronization log. I wonder if they performed some kind of fix on the back end? There was no new update since 8625.2121. I will let you know if anything changes again tomorrow!
Thanks,
David
Unfortunately if you fully close Outlook and reopen it, it'll happen again. Over time I think it does time out, however it'll come back with every restart.
I also noticed that using Outlook heavily will cause it to disappear (again, only until the next restart).
Im having the same issue here also. It did stop yesterday but came back after I restarted Outlook
I have a colleague that has the same version of office but is using W10 and not having issues. My PC’s that exhibit this problem are both W7x64. Office is x64 also. Wonder if there is a factor that makes him (and likely others not have our problems.
Interesting it eventually goes right / times out.
Wonder what combination of windows and office Stephen and David are using.
I'm not quite sure it's version specific. On my systems I'm running 32-bit office 2016 (click to run) on Windows 10 64-bit machines... I also migrated from Exchange 2013 to Exchange 2016 on the weekend to see if it helped, with no effect.
I'm almost wondering if it's related to language settings or regional settings...
I’m using Ecxhange 2010 so that’s all three version showing the same issue. I’m in the UK.
Tony
Stephen
Also x64 Office on W7 x64. Just done a on line repair (same as a fresh install except you get straight to the latest version) Exactly the same. I suspect as there is little out there on the web its not happening to everyone ?
Hi Tony,
I think it's happening to a lot more people than it seems. I do however believe most people are just dismissing the "Send and Receiving" icon on their task tray, as most people don't know how to view the connection status window.
I'm sure that the longer this goes on, help desks all over the world will start getting calls, and the IT people will start searching and reporting this issue online.
Cheers
Stephen
I assume you have noted it goes away if you turn off cached mode. It’s therfore in my opinion connect with the OST files ?
Tony
Hi Tony,
I'm positive it's a software bug. Keep in mind that turning off cache mode resolves a lot of issues usually (but wouldn't be considered a fix).
I don't think there's much we can do until Microsoft release another patch or fix for Outlook 2016 and Office 365 users.
Agreed, indexing is hopeless without cached mode. Not sure if I’m convinced that they will consider it a “bug” as the forums etc are so quiet. It actually doesn’t seem to affect performance, and little cpu usage in task manager. Mine takes about 12 hours to time out.
Great site lots of very useful info. Well done.
Tony
Trust me, it'll get fixed eventually. I'm still surprised how long it took Microsoft to acknowledge and patch the last issue with the username/password prompt.
I'm seeing lots of traffic on this specific post, so I'm sure numerous others are experiencing it, and just not posted...
And I'm glad to hear you enjoy the blog! Thank you!!! :)
Stephen
It’s just appeared for the first time on MS community forum. So as you say it’s starting to get noticed. I’m tempted to put my users on Deffered channel, at least issues should hopefully arise less frequently !
Tony
Glad to see it's not just us! If you don't mind could you post a link up to this post on the forum you saw?
Cheers,
Stephen
Stephen
I started the thread but at last there was a confirmation. See below
https://answers.microsoft.com/en-us/msoffice/forum/msoffice_outlook-mso_winother-mso_2016/outlook-2016-synchronising-folders-non-stop/ced0b4de-23c9-4ffa-9ed7-90d463f10e2b
Yet another update to office yet no comment or change. I’m beginning to wonder how many users are affected. I have a colleague that has a large O365 site and he isn’t getting the issue. He is O365 x64 on W10. I see you post on the MS forum got no response.
Tony
I am as surprised as you are my friend...
I'm shocked there's been no acknowledgement of the issue yet.
Guys, same here:
- Win7 / Office 2016 x86 stuck on syncing log files
- Win10 / Office 2016 x64 stuck on syncing log files
Both connected to O365 as the only email service.
It sucks :-(
Same problem for me on Windows 10 64-bit with Outlook 2016.
At last. Report as a bug on MS as per link above