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When users report that they aren't getting email, it can be hard to find what's wrong. You might run through several troubleshooting scenarios in your mind. Is something wrong with Outlook? Is the Office 365 service down? Is there a problem with mail flow or spam filter settings? Or is the problem due to something that's outside your control, like the sender is on a global block list? Fortunately, Office 365 provides powerful automated tools that can help you find and fix a variety of problems.

First things first, check if there's a problem with Outlook or another email app

If only one user is reporting having trouble receiving email, there might be a problem with their email account or their email app. Have the affected user try the following solutions before you move on to admin-specific tasks.

Use Outlook on the web to look for missing messages - 5 minutes

If a user is receiving email in their Outlook on the web mailbox but not on the email app that's installed on their machine, that could indicate that there's an issue with the users machine or email app. Ask the user with the issue to sign in to Outlook on the web to verify that their Office 365 email account is working correctly.

Instructions:Sign in to Outlook on the web for business

Run Microsoft Support and Recovery Assistant to fix Outlook problems or account issues - 10 minutes

If a single user in your organization is having trouble receiving email, it could be due to a licensing issue, a profile problem, the wrong version of Outlook, or a mix of other issues. Fortunately, Support and Recovery Assistant finds and helps you fix most issues with Outlook or Office 365. As a first step in troubleshooting email delivery problems for Office 365 for business, we recommend that you download and run Microsoft Support and Recovery Assistant on the affected machine. Note that if you are experiencing issues with Outlook for Mac or are having mobile access issues, you can use the app to check your account settings, but you need to install it on a PC. After you sign in with the affected account, the app will check for issues. Users can typically download and run Support and Recovery Assistant without help from their Office 365 admin.

If the Support and Recovery Assistant app doesn't fix the email delivery issue, try these admin tools

As an Office 365 for business admin, you have access to several tools that can help you investigate why users can't get email. The following video gives a brief overview of the tools available to you.

The following tools are listed from the quickest to the most in-depth option.

Check Office 365 service health for Exchange Online issues - 5 minutes

The service health page lists the status of Office 365 services and indicates if there have been any recent service incidents. Use the following steps to check the service health.

1. Where to sign in to Office 365 for business with your work or school account.

2. Select the app launcher icon in the upper-left and choose Admin.

   Tip

   Admin appears only to Office 365 administrators.

   Can't find the app you're looking for? From the app launcher, select All apps to see an alphabetical list of the Office 365 apps available to you. From there, you can search for a specific app.

3. Under Service health, go to View the service health.

If there is an indication that ExchangeOnline service is degraded, email delivery might be delayed for your organization, and CompanyName service engineers are already working to restore service. Check the service health page for progress updates. In this case, you don't need to open a service request because CompanyName is already working to resolve the issue.

Use message trace for in-depth email delivery troubleshooting - 15 minutes

Sometimes an email message gets lost in transit, or it can take a lot longer than expected for delivery, and your users can wonder what happened. The message trace feature lets you follow messages as they pass through your Exchange Online service. Getting detailed information about a specific message lets you efficiently answer your user's questions, troubleshoot mail flow issues, validate policy changes, and can prevent you from needing to contact technical support for assistance.

Open the message trace tool

If you're an Office 365 Midsize Business, Office 365 Business, or Office 365 Enterprise admin, you access and run the message trace tool through the Exchange admin center. To get there, do the following:

1. Where to sign in to Office 365 for business with your work or school account.

2. Select the app launcher icon in the upper-left and choose Admin.

   Tip

   Admin appears only to Office 365 administrators.

   Can't find the app you're looking for? From the app launcher, select All apps to see an alphabetical list of the Office 365 apps available to you. From there, you can search for a specific app.

3. Go to Exchange.

4. Under mail flow, go to message trace.

If you're an Office 365 Small Business admin, do the following to find message trace:

1. Go to Admin > Service settings > Email, calendar, and contacts.

2. Under Email troubleshooting, click Troubleshoot message delivery.

Run a message trace and view delivery details of messages sent in the last week

By default, message trace is set to search for all messages sent or received by your organization in the past 48 hours. You can choose Search at the bottom of the page to generate this report. This report can give you a general idea about what is happening with mail flow in your organization. However, to troubleshoot a specific user's mail delivery issue, you want to scope the message trace results to that user's mailbox and the time frame that they expected to receive the message.

1. From the Date range menu, choose the date range that is closest to the time that the missing message was sent.

2. Use Add sender and Add recipient to add one or more senders and recipients, respectively.

3. Click Search to run the message trace.

4. The message trace results page shows all the messages that match the criteria that you selected. Typical messages are marked Delivered under the status column.

5. To see details about a message, choose the message and select ( Details).

6. Details appear with an explanation of what happened to the message. To fix the problem, follow the instructions in the How to fix it section.

To search for a different message, you can click the Clear button on the message trace page, and then specify new search criteria.

View the results of a message trace that is greater than 7 days old

Message traces for items more than 7 days old are only available as a downloadable .CSV file. Because data about older messages is stored in a different database, message traces for older messages can take up to an hour. To download the .CSV file, do one of the following.

• Click the link inside the email notification that is sent when the trace is completed.

• To view a list of traces that were run for items that are more than 7 days old, click View pending or completed traces in the message trace tool.

  In the resulting UI, the list of traces is sorted based on the date and time that they were submitted, with the most recent submissions appearing first.

  When you select a specific message trace, additional information appears in the right pane. Depending on what search criteria you specified, this may include details such as the date range for which the trace was run, and the sender and intended recipients of the message.

Note

Message traces containing data that is greater than 7 days old are automatically deleted. They cannot be manually deleted.

Common questions about message trace

After a message is sent, how long before a message trace can pick it up?

Message trace data can appear as soon as 10 minutes after a message is sent, or it can take up to one hour.

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Why am I getting a timeout error when I run a message trace?

The search is probably taking too long. Try simplifying your search criteria.

Why is my message taking so long to arrive to its destination?

Possible causes include the following:

• The intended destination isn't responsive. This is the most likely scenario.

• A large message takes a long time to process.

• Latency in the service is causing delays.

• The message was blocked by the filtering service.

People often use email to exchange sensitive information, such as financial data, legal contracts, confidential product information, sales reports and projections, patient health information, or customer and employee information. As a result, mailboxes can become repositories for large amounts of potentially sensitive information and information leakage can become a serious threat to your organization.

With Office 365 Message Encryption, your organization can send and receive encrypted email messages between people inside and outside your organization. Office 365 Message Encryption works with Outlook.com, Yahoo!, Gmail, and other email services. Email message encryption helps ensure that only intended recipients can view message content.

How Office 365 Message Encryption works

The rest of this article applies to the new OME capabilities.

Office 365 Message Encryption is an online service that's built on Microsoft Azure Rights Management (Azure RMS) which is part of Azure Information Protection. This includes encryption, identity, and authorization policies to help secure your email. You can encrypt messages by using rights management templates, the Do Not Forward option, and the encrypt-only option.

Users can then encrypt email messages and a variety of attachments by using these options. For a full list of supported attachment types, see 'File types covered by IRM policies when they are attached to messages' in Introduction to IRM for email messages.

As an administrator, you can also define mail flow rules to apply this protection. For example, you can create a rule that requires the encryption of all messages addressed to a specific recipient, or that contains specific words in the subject line, and also specify that recipients can't copy or print the contents of the message.

Unlike the previous version of OME, the new capabilities provide a unified sender experience whether you're sending mail inside your organization or to recipients outside of Microsoft 365. In addition, recipients who receive a protected email message sent to a Microsoft 365 account in Outlook 2016 or Outlook on the web, don't have to take any additional action to view the message. It works seamlessly. Recipients using other email clients and email service providers also have an improved experience. For information, see Learn about protected messages in Office 365 and How do I open a protected message.

For a detailed list of the differences between the previous version of OME and the new OME capabilities, see Compare versions of OME.

When someone sends an email message that matches an encryption mail flow rule, the message is encrypted before it's sent. All Microsoft 365 end users that use Outlook clients to read mail receive native, first-class reading experiences for encrypted and rights-protected mail even if they're not in the same organization as the sender. Supported Outlook clients include Outlook desktop, Outlook Mac, Outlook mobile on iOS and Android, and Outlook on the web (formerly known as Outlook Web App).

Recipients of encrypted messages who receive encrypted or rights-protected mail sent to their Outlook.com, Gmail, and Yahoo accounts receive a wrapper mail that directs them to the OME Portal where they can easily authenticate using a Microsoft account, Gmail, or Yahoo credentials.

End users that read encrypted or rights-protected mail on clients other than Outlook also use the OME portal to view encrypted and rights-protected messages that they receive.

If the sender of the protected mail is in GCC High and the recipient is outside of GCC High, including commercial users, Outlook.com users, and users of other email providers such as Gmail, the recipient receives a wrapper mail. The wrapper mail directs the recipient to the OME Portal where the recipient is able to read and reply to the message. Otherwise, if the sender and recipient are both in the GCC High environment, even if they're not in the same organization, then recipients that use Outlook clients to read mail receive native, first-class reading experiences for encrypted and rights-protected mail. For more information about the different experience in GCC High, see Compare versions of OME.

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For more information about size limits for messages and attachments that you can encrypt using OME, see Exchange Online Limits.

How Office 365 Advanced Message Encryption works on top of OME

Office 365 Advanced Message Encryption lets you create multiple branding templates so you can fine-tune control over recipient mail and create custom branding experiences to support a diverse organizational structure.

Advanced Message Encryption in Microsoft 365 helps you meet compliance obligations that require more flexible control over external recipient's access to encrypted emails. With Advanced Message Encryption in Office 365, as an administrator, you can control sensitive emails shared outside the organization with automatic policies that detect sensitive information types (e.g. PII, Financial or Health IDs) or keywords to enhance protection by expiring access through a secure web portal to encrypted emails. Additionally, as an admin you can further control encrypted emails accessed externally through an Microsoft 365 web portal by revoking access to an email any time.

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Message revocation and expiration only work for emails that your users send to recipients outside your organization. In addition, the recipients must access the email through the web portal. To ensure the recipient uses the portal to receive email, you set up a custom branding template that applies the wrapper. Then, you apply the branding template in a mail flow rule. For more information about Advanced Message Encryption, see Office 365 Advanced Message Encryption.

Defining rules for Office 365 Message Encryption

One way to enable the new capabilities for Office 365 Message Encryption is for Exchange Online and Exchange Online Protection administrators to define mail flow rules. These rules determine under what conditions email messages should be encrypted. When an encryption action is set for a rule, any messages that match the rule conditions are encrypted before they're sent.

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Mail flow rules are flexible, letting you combine conditions so you can meet specific security requirements in a single rule. For example, you can create a rule to encrypt all messages that contain specified keywords and are addressed to external recipients. The new capabilities for Office 365 Message Encryption also encrypt replies from recipients of encrypted email.

For more information about how to create mail flow rules to take advantage of the new OME capabilities, see Define Rules for Office 365 Message Encryption.

Get started with the new OME capabilities

If you're ready to get started using the new OME capabilities within your organization, see Set up new Office 365 Message Encryption capabilities.

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Sending, viewing, and replying to encrypted email messages

With Office 365 Message Encryption, users can send encrypted email from Outlook and Outlook on the web. Additionally, admins can set up mail flow rules in Microsoft 365 to automatically encrypt emails based on keyword matching or other conditions.

Recipients of encrypted messages who are in organizations will be able to read those messages seamlessly in any version Outlook, including Outlook for PC, Outlook for Mac, Outlook on the web, Outlook for iOS, and Outlook for Android. Users that receive encrypted messages on other email clients can view the messages in the OME portal.

For detailed guidance about how to send and view encrypted messages, take a look at these articles: