Why am I getting "Your request cannot be completed right now. Retry" in Outlook App

Question

Why am I getting "Your request cannot be completed right now. Retry" in Outlook App

Bob Seals 0

I have seen the Q&A response to this question for Outlook online but I have the same issue with Outlook App. I have two email accounts in the app, one personal the other shared. I can see all the contents of the personal folders but get this error when trying to access the shared account folders, including the inbox. I have tried repairing Microsoft 365 but this made no difference.

This access to folders worked perfectly when the shared account was recently set up for me. It suddenly created this fault about a week ago.

Bob Seals 0 Reputation points

2025-08-21T06:00:03.0733333+00:00

Screenshot 2025-08-21 062642.png

1 answer

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Bob Seals 0 Reputation points

2025-08-21T06:00:03.0733333+00:00

Screenshot 2025-08-21 062642.png

Answer 1

Darren-Ng 1,425 Microsoft External Staff Moderator

Dear @Bob Seals

Thank you for posting your question in the Microsoft Q&A forum.

Based on your description, that message usually shows up if there’s a problem with your account or the Microsoft servers itself. It could be a temporary issue, so firstly, try restarting Outlook or your computer.

This is something known from Microsoft:

https://status.cloud.microsoft/m365/referrer=serviceStatusRedirect

***Outlook.com Service degradation Users may be unable to access their mailbox using any connection methods ***

User impact: Users may be unable to access their mailbox using any connection methods. More info: Impacted connection methods include, but may not be limited to: - Outlook.com - Outlook Mobile - Outlook desktop client

Here are some suggestions maybe helpful to you:

Check Internet and VPN
- Make sure you have a stable connection.
- If you’re on a VPN, disconnect and try again.
Update Outlook App
- Go to File → Office Account → Update Options → Update Now.
- Outdated builds often cause this error.
Sign Out and Sign Back In
- Remove the affected account from the app and re-add it. This refreshes authentication tokens.
Clear Cached Credentials
- Close Outlook.
- Open Control Panel → Credential Manager → Windows Credentials.
- Remove any entries for Outlook or MicrosoftOffice16.
- Restart Outlook and sign in again.
Create a New Outlook Profile
- Go to Control Panel → Mail → Show Profiles → Add.
- Set the new profile as default and re-add your account.
Repair Office
- Control Panel → Programs → Microsoft 365 → Change → Quick Repair.
  - If that doesn’t work, try Online Repair (requires internet).
Check Service Health
- Sometimes this is a Microsoft-side issue. Check https://portal.office.com/servicestatus.

I hope information above helpful. if you have any other questions. please feel free to reach out.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment"

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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Darren-Ng 1,425 Reputation points Microsoft External Staff Moderator

2025-08-24T00:28:59.93+00:00

Dear @Bob Seals

Just checking in to see if the above information was helpful. If you have any further updates on this issue, please feel free to post back. If you think my reply is helpful to you, please remember to mark it as an answer. Warm thanks.
Bob Seals 0 Reputation points

2025-08-24T05:38:45.5466667+00:00

Dear Darren, since posting my question I have come away for the weekend but will hopefully look at your offering tomorrow. In the meantime thank you. Bob
Darren-Ng 1,425 Reputation points Microsoft External Staff Moderator

2025-08-26T23:39:55.2566667+00:00

Dear @Bob Seals

Thank you for your reply, please let me know if you get stuck in any steps, and if you feel information above was helpful, please click "accepted answer" and kindly upvote it so other users who has the similar issue can find their suitable solutions.

Thank you for your kindness and understanding. If you need anything else, please feel free to contact me.
Bob Seals 0 Reputation points

2025-08-27T14:25:23.93+00:00

Hi Darren,

I think I've tried everything now but still no progress. You'll see on the web version the folder is called Bob Seals and you can view all the folders and contents. This is how it was originally set up. On the App version the same folder is called Kingdom Coffers which I think Admin changed it to as it was getting confusing with my personal email address. Could this be the cause? I can't seem to be able to add a second file so will follow this comment with another containing it.

Outlook online.png
Bob Seals 0 Reputation points

2025-08-27T14:25:51.13+00:00

Outlook App.png
Darren-Ng 1,425 Reputation points Microsoft External Staff Moderator

2025-08-27T23:53:43.6866667+00:00

Dear @Bob Seals

Thank you for your reply

Could you please confirm with your IT team about the two different accounts on Outlook Web and Outlook App? Typically, the information displayed on Outlook Web is the most up to date. In addition, please try the steps shown in the attached screenshot:

Reset or Repair the Outlook App.

(To do this, click on Outlook App, then select App Settings.)
Bob Seals 0 Reputation points

2025-08-28T05:23:18.26+00:00

Hi Darren, I can't see you latest (27_8) comment here when I followed the link from the latest email notification.

Bob
Bob Seals 0 Reputation points

2025-08-28T05:23:53.9066667+00:00

Now it is showing thank you.
Darren-Ng 1,425 Reputation points Microsoft External Staff Moderator

2025-08-29T01:50:57.3766667+00:00

Hi @Bob Seals

I just want to check if the issue was resolved. If you have any further updates on this issue, please feel free to post back. So, I can support you more. Warm thank

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Why am I getting "Your request cannot be completed right now. Retry" in Outlook App

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