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simranm's profile

New Member

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3 Messages

Wednesday, June 7th, 2023 12:08 AM

Mail syncing issues in Outlook for Mac

My Outlook for Mac client keeps getting a sync error, messages keep intermittently appearing and disappearing, email downloads multiple times from the server.  The IMAP settings are correct. I have a sbcglobal.net email.  This problem just started a couple of weeks ago.

Official Solution

Community Support

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232.9K Messages

1 year ago

Hi @simranm, let's get you pointed in the right direction to get outlook working. We understand the importance of accessing your emails. 

 

We recommend troubleshooting Outlook using our Login and Email Solutions guide:

  • Mailboxes-We recommend using the latest version. Updates and changes may prevent it from working properly 
  • Rebuild your mailbox profile-In some instances, rebuilding the profile fixes some issues, but you may lose email doing this.
  • Multiple Email, One Client-Please note, each email requires either a secure key or OAuth to be setup. Check out Microsoft's page how to set up multiple emails.
  • Reset your secure key-this has helped resolve issues in the past, especially when signing into another client or troubleshooting your current one. 

Please keep in mind AT&T does not offically support or trouble mailboxes such as Outlook. 

 

To help resync your email account, we recommend resetting your password.

  1. Go to your Sign-in info.
  2. Select Change password.
  3. Enter and save your password info.

Please let us know if you have any questions or concerns.  

 

Rosey, AT&T Community Specialist 

New Member

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2 Messages

1 year ago

"Please keep in mind AT&T does not offically(sic) support or trouble mailboxes such as Outlook."

This is not an acceptable or viable position, Rosey. The "secure mail key" is already a pain for users, if your response is the ATT position, then it's time to leave ATT.

Jim in Sacramento

New Member

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3 Messages

1 year ago

Rosie,

I already have a secure mail key set up for my accounts.  The problem started randomly - no change on my part - upgrade, update, etc.  What other suggestions do you have?

Thanks!

Community Support

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232.9K Messages

1 year ago

Thanks, for coming back, simranm. We do appreciate it. 

 

Since you are having syncing concerns with the email client, there are few things that we can test out to make sure that things are working properly. 

 

  1. Make sure that you can still access your email at AT&T/Yahoo. This will require you to remember your account password not the security key. 

If you are able to access your email there, then your inbox, which is where your email is downloading from is ok. 

 

Next, we do recommend to delete and recreate your secure mail key.  Sometimes having fresh secure mail key is just the ticket to repair syncing concerns in email clients. 

 

Since we do not have the exact steps for Outlook for Mac, we are going to provide the steps for Outlook, which should be the same. If they are not the same, please refer to your email client support guide for the exact steps for setup and updating accounts. 

 

Please let us know if this sets you up on the path to success. If not, then there is much more that we can do for you. 

 

Matthew, AT&T Community Specialist

 

 

 

New Member

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2 Messages

1 year ago

The appearing-disappearing-emails and lack of IMAP folder syncing appear to be primarily sbcglobal address problems. Webmail at att.net works fine with a "standard" password, Outlook (Mac) works - with noted problems - only with a ATT-generated "secure mail key." Deleting and re-creating the account in most-current Outlook (with correct IMAP settings) does not solve the problems. Microsoft's solution at this point is to use the New Outlook version, but that does not solve the issues either. Updating the Mac OS (staying at pre-Ventura) and reinstalling Office have no beneficial effect. 

These problems seem to have arisen after Microsoft's "improvements" to Office/Outlook and ATT's non-support of "third-party" email applications (requiring the secure email key); at this time there appear to be no settings or modifications that users can make to solve the issues. Very, very frustrating and aggravating.

New Member

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3 Messages

1 year ago

Thank you. I reset the secure mail key, but the problem persists.  I can access the emails on my iPhone and on AT&T.com (no problem there), but it is frustrating to not be able to have email work with Outlook. What else do you suggest?

And thank you, @Cadmus, for your comments.

Community Support

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232.9K Messages

1 year ago

Hi there, simranm. We understand how important it is to be able to access your email using Outlook. Let's discuss your concern further.

 

We suggest you only use email apps with OAuth (Open Authentication). OAuth encrypts your username and password to protect your account.

 

Start setting up a new email account in your app. Your app may offer you a list of email providers that includes Yahoo. If it does, your email app is OAuth compatible. Be sure to select Yahoo as your provider. 

 

We recommend trying these steps as a test to see if you still experience the sync error, or intermittently lose emails. If not, you may need to reach out to Microsoft for the proper assistance.

 

Please let us know if you still experience trouble after completing these steps.

 

Aaron, AT&T Community Specialist

New Member

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1 Message

1 year ago

Gents and Ladies,

As an original Mac Developer (yes, some of us are still alive :-) and a savvy user, the handling of this issue by AT&T is reprehensible!  The sheer number of Mac Outlook users is daunting and AT&T is demonstrating nothing short of gamesmanship.  For one of the world's tech giants (AT&T) to suddenly proclaim that they are no longer supporting third party apps is akin to a device manufacturer saying they no longer support the US power grid.

My issue is a bit more specific in that Mac Outlook (version 16.73) continuously re-downloads over 10K emails in my file.  I am not receiving any sync errors.  Like the rest of you, I have tried all of the suggested fixes, which I recognized immediately as lip service the moment they appeared on this site.  Reload the app?  Generate a new Secure Mail Key?  What's next?  Turn your machine off and then on again? (Actually worked well in 1981.)

Hey AT&T Support Team....  LET'S GET IT TOGETHER!   TAKE SOME PRIDE IN YOUR WORK!!!  Doesn't it make you feel useless when you have to spew forth nonsense?  You're engineers... you invested a lot in your education (or your parents did).  You have solved more difficult problems in your senior year of college, or when you wrote your lines of code as a kid... like many of us.  Dig down, find a solution, help us out, we're counting on you.

MANIFEST

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