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Outlook2016/Windows10/IMAP - Cannot receive Incoming Emails

FIXED
John_B
Dabbler
Posts: 11
Thanks: 3
Registered: ‎26-10-2019

Outlook2016/Windows10/IMAP - Cannot receive Incoming Emails

Can anyone provide assistance on this please?

I have a new laptop (Windows 10) running Office 2016 and using IMAP on Plusnet. I can send emails (and sync Sent and Draft folders), but cannot receive incoming emails.

I have a "being retired" Windows 7 pc also running Office 2016 and using IMAP on Plusnet. I can send and receive emails properly.

Both computers' settings in Outlook (server details, file namings, account namings etc) are identical. However i note the .ost files are approx 7GB for "Windows 7 pc", and about 500MB for the "new laptop". Both are setup and use the same home broadband connection.

The Send/Receive Synchronisation on the new laptop fails with a (sometimes reported) 800CCC0F-0-0-560 error code

Any suggestions on how to fix the new laptop? Is there something in my Windows 10 settings blocking the download of the incoming emails?

5 REPLIES 5
Townman
Superuser
Superuser
Posts: 23,286
Thanks: 9,777
Fixes: 162
Registered: ‎22-08-2007

Re: Outlook2016/Windows10/IMAP - Cannot receive Incoming Emails

In the Account Name and Sync settings, put inbox in the IMAP root folder field.

 

Screenshot 2023-06-22 122151.png

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John_B
Dabbler
Posts: 11
Thanks: 3
Registered: ‎26-10-2019

Re: Outlook2016/Windows10/IMAP - Cannot receive Incoming Emails

Dear Mr Townman,

Thank you for your message. I have given it a try.

Neither PC nor Laptop have anything currently in the Root Folder Path. Please can you expand in why I should add it to one or both computers?

Initial tests with adding "inbox" to Root Folder Path strangely caused loss of ability to send emails from the laptop and did not solve issue of lack of incoming. So I have reverted to nothing in the Root Folder Field on the laptop at the moment. 

Best wishes

John_B

Townman
Superuser
Superuser
Posts: 23,286
Thanks: 9,777
Fixes: 162
Registered: ‎22-08-2007

Re: Outlook2016/Windows10/IMAP - Cannot receive Incoming Emails

Hi John,

Simple answer - "Because it will usually probably fix the issue".

A more relevant question would be "Why is this needed for some mailboxes ... but not others?".

 

I have multiple mailboxes from various suppliers and this "characteristic" applies to them all (not just Plusnet's services).  Some mailboxes show the content of all the folders without it, whilst others only show the content of folders other than the inbox which is completely empty.


@John_B wrote:

Initial tests with adding "inbox" to Root Folder Path strangely caused loss of ability to send emails from the laptop and did not solve issue of lack of incoming. So I have reverted to nothing in the Root Folder Field on the laptop at the moment.


Did you refresh the IMAP folder structure?

EXACTLY what error message did you get when attempting to send?  This should have no impact on sending but might just have an issue when saving the sent item in the IMAP folder ... if you did not refresh (re-subscribe to) the IMAP folders.

 

The following are mailboxes on the same mail server (Not Plusnet's)...

Screenshot 2023-06-23 125153.png

Note that for the first, the "other" folders appear under the inbox folder - this mailbox DOES NOT specify the root folder.

The second specifies the root folder and the "other" folders appear as peers to the inbox.

 

Why this happens has eluded me for several years.  What I suspect is this is connected to how the mailbox is accessed for the very first time after it was created: all of the services where I have seen this issue use the Round Cube webmail interface.  I have been known to use that to log into a new mailbox as soon as it was created to check it is working, before configuring on a local client.  I thus speculate that this could be a factor and indeed could be similar for other first touch clients too.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

John_B
Dabbler
Posts: 11
Thanks: 3
Registered: ‎26-10-2019

Re: Outlook2016/Windows10/IMAP - Cannot receive Incoming Emails

Thank you for your explanations.

After adding "inbox" to Root Folder Path I restarted Laptop and I did see a change in File structure for the other components of the mail box (sent, draft etc) as you illustrated.

More importantly, after taking out "inbox" from the Root Folder Path (and restarting), the mailbox is now working properly for the past two days.........  So thank you.

I feel it is one of those, as you said .....Simple answer - "Because it will usually probably fix the issue".

So thank you for solving..

John_B

 

Townman
Superuser
Superuser
Posts: 23,286
Thanks: 9,777
Fixes: 162
Registered: ‎22-08-2007

Re: Outlook2016/Windows10/IMAP - Cannot receive Incoming Emails

Fix

Hi John,

You are welcome.  If the advice fixed the issue for you, might you please click the big green button, which will indicate to others experiencing the symptoms what might fix the problem for them too.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.