Emails show in old Outlook but not New Outlook (Mac)

Expert: Dmytro Sywyi

Dmytro Sywyi (Expert): Hello! My name is Dmytro and I will be assisting you today. May I know your first name, please?

Customer: *****

Dmytro Sywyi: Nice to meet you, *****!
Dmytro Sywyi: Could you clarify where you use old Outlook?

Customer: iMac

Dmytro Sywyi: Have you tried to update it?

Customer: I have new Outlook, and can switch back and forth between old and new. But, as of 1:30 this morning, new emails fail to appear in New Outlook, but I can see them in old Outlook.

Dmytro Sywyi: Are you sure that you logged in on the new Outlook?
Dmytro Sywyi: Could you try to log out and then log in again?

Customer: Yes. I am logged into New Outlock right now, and the latest email is yesterday. Also, other boxes such as sent and archive show nothing and indicate that things are downloading. But, when I switch to old Outlook, everything works properly.

Dmytro Sywyi: Where do you use the new Outlook?

Customer: I work on an iMac, and have use Outlook (both old and new) on it for many months. Something went screwy while I was asleep last night.

Dmytro Sywyi: So you use the two versions of Outlook on your Mac?

Customer: I normally use New Outlook. But when I couldn’t see new emails this morning, I switched back to old Outlook and, lo and behold, the current emails were there and the other boxes were populated. In other words, old Outlook works and new Outlook doesn’t (as of 1:30 this morning).

Dmytro Sywyi: I got you.
Dmytro Sywyi: Did you update your old Outlook app to get a new version?

Customer: No. The New Outlook was installed when I bought the iMac a year or so ago.

Dmytro Sywyi: Oh, okay.

Customer: I emphasize that as of yesterday (and for many months prior) New Outlook worked just fine. Something happened when I was asleep at 1:30 this morning; it wasn’t something that I did.
Customer: I spent nearly two hours with AT&T/Yahoo this morning. The problem is not on their side. I can see all the emails on their web page.

Dmytro Sywyi: I got you.
Dmytro Sywyi: Let’s try to update your Outlook.
Dmytro Sywyi: In the following messages, I will provide you with step-by-step instructions. I would be grateful if you could tell me when you complete every step.

Customer: Shall do.

Dmytro Sywyi: 1. Open an Outlook, then on the top menu, click Help > Check for Updates.

Customer: Be patient with me.

Dmytro Sywyi: Sure.

Customer: Says that all apps are up to date

Dmytro Sywyi: Have you tried to restart your computer after this happened?

Customer: Yes

Customer: Long ago I learned, when all else fails, resstart the computer.

Dmytro Sywyi: Most useful advice.

Customer: But I am willing to restart it again….

Dmytro Sywyi: Let me find a different solution for you.

Customer: I await with baited breath….

Dmytro Sywyi: You can restart it again if you want.

Customer: If I do, will I lose you?

Dmytro Sywyi: Yes, but you can reconnect.

Customer: How?

Dmytro Sywyi: Just open this page again.

Customer: Computer restarted

Dmytro Sywyi: Good.
Dmytro Sywyi: Try to open the Outlook now.

Customer: I opened New Outlook. Last message in inbox is still the one from yesterday.
Customer: In other words, the problem still exists.

Dmytro Sywyi: Got it.
Dmytro Sywyi: Let’s try these instructions:
On the Tools menu, choose Accounts.
In the left pane of the Accounts box, select the account.
Make sure you have entered the correct email address, user name, and password.

Customer: There is no “Accounts” under the Tools menu. Just Downloads, Add-ons and themes, etc.

Dmytro Sywyi: Could you send me a screenshot?

Customer: My bad. Hang in there for a minute,

Dmytro Sywyi: Sure.

Customer: It shows my Yahoo default account *****@pacbell.net, which is the correct user name. It doesn’t show the password.

Dmytro Sywyi: Can you enter the password?

Customer: I changed the password this morning. There is no place to enter it on the Accounts screen.

Dmytro Sywyi: Did you change it before the issue occurred?

Customer: No. The issue occurred at about 1:30 this morning. I changed the password at about 10:00 PDT at the instructions of the person I was talking at ATT/Yahoo. That’s the two-hour conversation that i mentioned.

Dmytro Sywyi: I understand.
Dmytro Sywyi: In this case, you need to log in to your Outlook again.
Dmytro Sywyi: With a new password.

Customer: I don’t understand. I log into Outlook by clicking the icon, and no password is required. I just did it.

Dmytro Sywyi: Please, follow the instructions below:

  1. On the Outlook main menu, select File.
  2. With Info selected in the left frame, click on the Account Settings icon in the right frame.
  3. In the Account Settings drop-down menu, select Account Settings.
  4. In the Email tab, click on your email address to select it.
  5. With your email address selected, click on the X Remove toolbar icon just above the selected email account.
  6. Click on the Yes button.
  7. Click on the Close button.

Customer: I have followed instruction 1, but get a screen that does not have info, two frames, or Account settiings.

Dmytro Sywyi: Good.
Dmytro Sywyi: Now you need to add the account again.
Dmytro Sywyi: Start Microsoft Outlook.

  1. On the Outlook main menu, select File > Preferences.
  2. In the Preferences menu, select Accounts.
  3. Click the + in the bottom left corner and select New Account.
  4. Enter your email address and click Continue.
  5. Enter your password.
  6. Authenticate with Duo Mobile.
  7. Click Done.

Customer: It’s a list of things like New, Open, Edit, Close etc. There’s no way to implement instruction 2
Customer: There is no Preferences under File.

Dmytro Sywyi: Could you send me a screenshot?

Customer: Visitor uploaded: Screen-Shot.png
Type: image/png
Size: 160473

Dmytro Sywyi: May I ask you about the version of Outlook?

Customer: How do I determine that? I thought that we checked and determined that all updates had been installed.
Customer: Outlook for Mac Version 16.63 (22070801) year 2022

Dmytro Sywyi: Good, Thank you.

Customer: Visitor uploaded: Screen-Shot.png
Type: image/png
Size: 182865

Dmytro Sywyi: Please, Select Outlook > Preferences > Account. Alternatively Tools > Accounts

Customer: Visitor uploaded: Screen-Shot.png
Type: image/png
Size: 187751

Dmytro Sywyi: Select your account and click on the “minus” icon.

Customer: It wants me to sign out.

Dmytro Sywyi: Yes.

Dmytro Sywyi: You need to sign out and then sign in again.

Customer: I have created a new account.

Dmytro Sywyi: You just need to add your Yahoo account.
Dmytro Sywyi: One more time.

Customer: Hey! Everything showed up! Congratulations!

Dmytro Sywyi: Did you add your Yahoo?

Customer: Apparently, “yes”.

Dmytro Sywyi: Great!

Customer: Now, I am going to bounce back and forth from New Outlook to old Outlook. Hang in there.

Dmytro Sywyi: It’s up to you.
Dmytro Sywyi: Thank you so much for contacting us!

Customer: And that worked. It looks like you solved the problem. Like so many things, when we finally found the solution, it was exquisitely simple.
Customer: Many thanks for your help.

Dmytro Sywyi: Glad to help you!
Dmytro Sywyi: Please feel free to contact us at any time. We’ll be happy to help you.

Customer: And thanks for being patient with this 85-year-old man. But I used my first computer in 1958 and am pretty good at ArcGIS, Adobe Illustrator, etc., But this one buffaloed me. I needed your expertise. Thanks.

Dmytro Sywyi: Have a good day!