Outlook 2013 Inbox stops working

Question

For the past 2 months about once a week a couple of people stop receiving their mail in Outlook. They can send mail and mail sent to them shows up in webmail/phone apps but Outlook refuses to receive it. I have been fixing it by recreating the profile.
I tried clearing Inbox cache but after that it just stays retrieving messages forever.
We are using Office 365 with Exchange online. Outlook 2013 is set up with an Exchange account. Other people using same settings work fine.
So far I have been asking this question on Office 365 forums who sent me to Outlook 2013 forums and they sent me over here.
Any ideas what might be causing this problem or how to fix it permanently?

Answer 1

Hi rhassall,
Thank you for your post.
We do the follow steps to test:
1.Run in Clean Boot.
If window operation system is Window8 or Windows 8.1:
(1).Swipe in from the right edge of the screen, and then tap
Search. Or, if you are using a mouse, point to the lower-right corner of the screen, and then click
Search.
(2).Type msconfig in the search box, and then tap or click
msconfig.
(3).On the Services tab of the System Configuration dialog box, tap or click to select the
Hide all Microsoft services check box, and then tap or click
Disable all.
(4).On the Startup tab of the System Configuration dialog box, tap or click
Open Task Manager.
(5).On the Startup tab in Task Manager, for each startup item, select the item and then click
Disable.
(6).Close Task Manager.
(7).On the Startup tab of the System Configuration dialog box, tap or click
OK, and then restart the computer.
If window operation system is Window7 or Windows Vista:
(1).Log on to the computer by using an account that has administrator rights.
(2).Click Start, type msconfig.exe in the
Start Search box, and then press Enter to start the System Configuration utility.
Note If you are prompted for an administrator password or for confirmation, you should type the password or provide confirmation.
(3).On the General tab, click the Selective startup option, and then click to clear the
Load startup items check box. (The Use Original Boot.ini check box is unavailable.
(4).On the Services tab, click to select the
Hide all Microsoft services check box, and then click Disable all.
Note This step lets Microsoft services continue to run. These services include Networking, Plug and Play, Event Logging, Error Reporting, and other services. If you disable these services, you
may permanently delete all restore points. Do not do this if you want to use the System Restore utility together with existing restore points.
(5).Click OK, and then click Restart.
2
Create a new Outlook profile.
(1).Exit Outlook.
(2).In Control Panel, click or double-click Mail.
Where is Mail in Control Panel?
Mail appears in different Control Panel locations depending on the version of the Microsoft Windows operating system, Control Panel view selected, and whether a 32- or 64-bit operating system
or version of Microsoft Outlook is installed.
The easiest way to locate Mail is to open Control Panel in Windows, and then in the Search box at the top of window, type
Mail. In Control Panel for Windows XP, type Mail in the
Address box.
Note   
The Mail icon appears after Outlook starts for the first time.
The title bar of the Mail Setup dialog box contains the name of the current profile. To select a different existing profile, click
Show Profiles, select the profile name, and then click Properties.
(3).Click Show Profiles.
(4).Click Add.
(5).Type a name for the profile, and then click OK.
(6).export contacts and calendar from the original profile and import to new profile
If it still does not work, we collect Outlook logging for further troubleshooting.
We enable outlook logging by the following steps:
On the File tab, click Options.
In the Outlook Options dialog box, click
Advanced.
In the
Other section, select Enable troubleshooting logging (requires restarting Outlook), and then click
OK.
Restart Outlook 2013, reproduce the issue, and then close Outlook.
Click Start, click Run, and then type %temp%.
Locate the Outlook-########.etl file.
An internal Microsoft tool must be used to open the logs. A Microsoft support agent will investigate the logs.
Note It is important to turn off logging after you complete your troubleshooting. If logging is not turned off, the log files continue to increase.
If there are any questions regarding this issue, please be free to let me know.
Best regard,
Jim