IMAP not getting mail off server

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
It's recommended to download and install
Configuration Analyzer Tool (OffCAT), which is developed by Microsoft Support teams. Once the tool is installed, you can run it at any time to scan for hundreds of known issues in Office
programs.

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