Forum Discussion
Gmail workspace and new Outlook sync problems
Let me ask you this, since all of these issues seem to be sync or delayed, it could be something else causing it. I have not seen any calls come in with your issues yet and I take a fair amount of calls for New Outlook.
Are all the users in one Office or hybrid/remote?
What AV are you using?
Firewall?
VPN?
These are the top 3 things I look at when there are calls regarding synch/delays in general, Outlook Classic esp if everything is configured correctly. AV is more common than firewall and VPN is causing a lot of Outlook issues, so much I tell my clients to get off it unless they need it. I have tested this a few times and the clients agree. The VPN would need to be configured differently, I don't do that so I don't know.
I'll watch this post and see what you reply, then I can maybe dig in further once I know what you say.
ok, just to let you know we investigated this and found when using network tools (netstat) we could not see any connections to the gmail servers. WHich was unusual, we also analysed the log files with the help of copilot and found a few entried regarding dropped push notifications. BUT no entries about gmail servers or imap and smtp ports. again, we found this strange. So when adding the account so we can use procmon I then read the below carefully.
the new outlook, when connecting using gmail address it does not directly connect to the servers. after reading https://support.microsoft.com/en-gb/office/sync-your-account-in-outlook-to-the-microsoft-cloud-985f9e19-d308-4e85-9d1d-0c6f32f8e981
... we then realised new outlook is not a traditional email client for imap. it stores and synchs info to microsoft servers. so it acts as a middle man. Although they are saying its more streamlined like this, i can see why his can delay emails! I am reading more about this and we have seen many compliants about delays
there is no vpn or any other network secure access app (e.g MS global secure access). we looked at the device windows defender firewall logs and there are no blocked/dropped packets. we also reviewed the defender online portal to see any reports of web filtering blocking. Nothing in event log either.
what we are going to do is analyse the corporate office firewall logs to see if there are any drops.
As I am just rolling the new outlook to particular tenants, I am only getting issues with users with google workspace emails. pure office 365 tenants are fine.
when I get access to those devices, I will analyse the event logs more, and use procmon and regmon to review as well as running the ms support assistant tool. I need to try and see where i can get the new outlook logs and setup entries so i can see what server its trying to connect to and see if there are any issues.
do you know where the logs are kept?
