Hi,

This is my scenario. I have just installed office 2014 for a client and set up outlook to use imap server. All was fine and working then after a day she noticed that her mail was not coming down to her system but she was receiving it on her phone? I got onto her system and although it showed connected.  using the send receive button did not bring down the mail. "Synchronising" would flash up but no mail would arrive. I switched to "offline" and back to "Online" and the mail arrived. I have just had a call from my client saying it keeps doing this and that she has to switch offline/online to get her mail. Any ideas as to whats going on

Hi,

Based on the description, the emails can be downloaded if you switch from "Offline" to "Online", so I don't think it is related to the account configuration - If it is, you shouldn't be able to receive the emails at all.

I suggest you check the settings in the Send/Receive Groups: SEND/RECEIVE tab -> Send/Receive Groups -> Define Send/Receive Groups -> Double click on "All Accounts" group and make sure the IMAP account is included in this group.

If the issue persists, please browse to this folder:

C:\Users\%username%\AppData\Roaming\Microsoft\Outlook\

Find a .srs file and rename it to .old. Outlook keeps the send/receive settings in the .srs file. If this file gets corrupted somehow, you may have some issues when sending/receiving emails. When Outlook starts and find this file missing, it will generate a new one. Check the result if the issue persists.

Regards,

Melon Chen
TechNet Community Support