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Outlook Web App Inbox is like it is "locked"

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We have set up our employees on Office 365 and everyone is fine except for one person.  All the programs work fine except for Outlook.  When she opens her mail, the Inbox is all there and is updating but you cannot scroll through the messages and you cannot click on anything in the screen.  If you go to any other folder (unread, drafts, sent, etc) everything works fine. It is just the actual Inbox that behaves like this. If she goes to the Unread and reads something it will appear in the Inbox as read but you cannot click on it.  The toolbar (New, Delete, Move, etc) will highlight if you mouse over them, but you cannot click on them.

 

Any ideas on what is going on or how to fix it?

 

Thanks,

Amy

Verified Answer
  • Hello Amy,

    Do you mean that one of the users that is in the Office 365 account encountered the issue that her Outlook Web App wasn’t working properly?

    If so, please refer to the following steps to troubleshoot the issue.
    1. Please suggest her try testing the issue on other browser to see if it works.
    2. Please try using Outlook desktop application, such as Outlook 2010, to connect her Office 365 account to see if the same issue occurs.
    3. If the same issue doesn’t persist at Outlook 2010, please also suggest her try test the issue on other computer at the different network environment, such as home network.

    Best regards,
    Claud

All Replies
  • Hello Amy,

    Do you mean that one of the users that is in the Office 365 account encountered the issue that her Outlook Web App wasn’t working properly?

    If so, please refer to the following steps to troubleshoot the issue.
    1. Please suggest her try testing the issue on other browser to see if it works.
    2. Please try using Outlook desktop application, such as Outlook 2010, to connect her Office 365 account to see if the same issue occurs.
    3. If the same issue doesn’t persist at Outlook 2010, please also suggest her try test the issue on other computer at the different network environment, such as home network.

    Best regards,
    Claud

  • Thanks Claude,

    We will have her try another browser and see what happens.  

    She only has one laptop that she uses so I'm not sure how to test her on a different machine.  We are in different states.

    Thank you for getting back with us so quickly.  I'll let you know if the browser was the problem.

    Amy

  • Hello Amy,

    Thanks for your feedback.
    The rest result at other browser will be very helpful to narrow down the root cause of the issue.
    In addition, if she has Outlook desktop application, such as Outlook 2010, you may also suggest her refer to the following article to connect Outlook to her Office 365 account to narrow down the root cause of the issue.
    http://help.outlook.com/en-us/140/ms.exch.ecp.useoutlookanywhere.aspx

    If you have any updates of the issue, please feel free to post it. I’m very glad to help you.

    Best regards,
    Claud

  • The browser was the problem. She was using Chrome. When she pulled it up in Firefox and IE it was all fine.  I don't know why we didn't think to check that in the first place!

    Thanks again for the response!

    Have a good day.

    Amy