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Fix Outlook disconnected from Exchange Online

Outlook says Disconnected, Working Offline or keeps trying to connect. Let's work out whether the problem is the account, the service or Outlook on this computer.

Start with a browser check​

Open Outlook on the web and sign in with the same work account. Send and receive a test message.

If the browser also fails, note the error and check your internet connection. Ask your administrator to check the account and Health → Service health in Microsoft 365. If the browser works, you can keep working there while troubleshooting the desktop app.

Check Work Offline in classic Outlook​

In classic Outlook for Windows, look at the bottom status bar. If it says Working Offline, select Send/Receive → Work Offline to return online. The button acts as a toggle, so check the status after clicking it.

If it says Disconnected, check connectivity and account sign-in before assuming offline mode is the cause. These ribbon instructions apply to classic Outlook; new Outlook uses a different interface.

Microsoft reference: Outlook offline and connection status

Restart and update Outlook​

Close Outlook, reopen it and complete any legitimate work-account sign-in prompts. Install available Office updates and test again.

Where available in classic Outlook, try File → Account Settings → Account Settings → Email, select the account and choose Repair. Follow the prompts and restart Outlook. Repair availability depends on your version and account type.

Microsoft reference: Repair an Outlook connection

Try a separate profile in classic Outlook​

If the browser works and classic Outlook still won't connect, test a new profile:

  1. Close Outlook and hold Shift while starting it.
  2. In the profile picker, select Options → New.
  3. Give the test profile a recognisable name and add the work account.
  4. Open Outlook using that profile and test sending and receiving.

Keep the original profile while testing, especially if it contains local data files or other accounts. If the new profile works, check any local archives and additional accounts before making it your regular profile. This profile procedure doesn't apply to new Outlook.

Microsoft reference: Create a classic Outlook profile

Check the fix​

Confirm a new message arrives, a test message sends and Outlook reconnects after a restart. If you're still stuck, record the Outlook version, exact error, browser test result and whether other people are affected for your support team.