Outlook Sync Issues - User Help & SOP

📘 Objective

To provide step-by-step instructions for IT support or end-users to remove and re-add an email account in Microsoft Outlook on macOS systems, particularly when facing sync issues or post-password update errors. This process includes integration with Google authentication.

👤 Target Audience

- IT Support Team

- End Users (macOS users with Outlook)

⚙️ Prerequisites

- Users should know their Google Workspace email ID and password.

- Ensure internet connectivity is available.

- Chrome browser should be installed (for Google authentication redirection).

🔄 Step-by-Step Procedure

Step 1: Open Outlook and Access Accounts

1. Launch Microsoft Outlook on your macOS device.

2. Navigate to the top menu and click Tools > Accounts.

Step 2: Remove the Existing Account

3. In the Accounts window, select the email account to be removed.

4. Click on manage and remove button to remove the selected account.

5. Confirm account removal when prompted.

Step 3: Sign Out from the Device

6. Click on “Sign Out on this device” (if prompted) to ensure all session data is cleared.

Step 4: Add the Account Again

7. In the same Accounts window, click the ‘+’ (plus) button to add a new account.

8. Enter your email address and proceed to the next step.

Step 5: Authenticate via Google

9. When prompted, choose the option to “Sync directly with Google”.

10. This will open Google Chrome and redirect you to the Google sign-in page.

11. Log in using your Google Workspace (company) ID.

12. Complete any two-factor authentication (2FA) if enabled.

13. Allow the requested permissions to integrate Gmail with Outlook.

Step 6: Confirm Mailbox Sync

14. Once authenticated, you will receive a confirmation that the mailbox has been successfully added.

15. Outlook will begin downloading all emails and syncing folders with Gmail.

📌 Notes & Recommendations

- This process is typically needed after a password change or when sync/authentication issues occur.

- Do not skip permission prompts from Google, as they are essential for OAuth-based sync.

- For multiple accounts or shared mailboxes, repeat this procedure per mailbox.