Users can typically download and run Support and Recovery Assistant without help from their Microsoft 365 admin. After you sign in to the affected account, the app will check for issues. However, you have to install the app on a PC.

Notice that if you're experiencing issues that affect Outlook for Mac or are having mobile access issues, you can use the app to check your account settings. As a first step in troubleshooting email delivery problems for Microsoft 365 for business, we recommend that you download and run Support and Recovery Assistant on the affected computer. Fortunately, the Microsoft Support and Recovery Assistant finds and helps you fix most issues that affect Outlook or Microsoft 365. If a single user in your organization is having trouble receiving email, the cause could be a licensing issue, a profile problem, the wrong version of Outlook, or a mixture of other issues. Instructions: Sign in to Outlook on the web for business Run Support and Recovery Assistant to fix Outlook problems or account issues - 10 minutes Ask the user to sign in to Outlook on the web to verify that their Microsoft 365 email account is working correctly. If a user is receiving email in their Outlook on the web mailbox but not on the email app that's installed on their computer, this could indicate that the issue is the user's computer or email app. Use Outlook on the web to look for missing messages - 5 minutes Have the affected user try the following methods before you move on to admin-specific tasks.

If only one user reports having trouble receiving email, there might be a problem in their email account or their email app. Check whether there's a problem in Outlook or another email app Is something wrong with Outlook? Is the Microsoft 365 service down? Is there a problem in the mail flow or spam filter settings? Or is the problem caused by something that's outside your control, such as that the sender is on a global block list? Fortunately, Microsoft 365 provides powerful automated tools that can help you identify and fix a variety of problems. You might run through several troubleshooting scenarios in your mind. When users report that they aren't receiving email, it can be challenging to determine the cause.

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