Resolve Cell Phone Outlook, Teams, OneDrive, and other Microsoft 365 App Issues

Resolve Cell Phone Outlook, Teams, OneDrive, and other Microsoft 365 App Issues

Problem:

At some point, you may experience one or more of these symptoms on your assigned work cell phone:
  1. Outlook not receiving or sending new emails
  2. Teams not sending or receiving Teams chats. You may be able to receive new chats, but not send new chats, or vice versa.
  3. Push Microsoft Authenticator notifications not being sent to work cell phone.
  4. OneDrive not uploading or downloading new files
  5. Generally, issues syncing Microsoft 365 apps on your work cell.

Suspect Cause:

These issues are usually caused by a Microsoft security certificate on your work phone expiring and not automatically renewing correctly in the background. These certificates help verify your identity and keep Microsoft apps syncing properly. When a renewal does not complete successfully, apps like Outlook, Teams, OneDrive, and Authenticator may stop sending or receiving updates. Certificate renewals happen automatically and at different times for each person, but some past account changes temporarily aligned renewal timing for multiple staff.

Solution:

  1. Restart the work cell phone, press and hold the Side button and Volume down button (right edge) until the 'Power off' prompt appears then release.

  2. Tap Restart.
  3. To confirm, tap Restart.
    Allow up to 2 approximately minutes for the restart to complete. (It may take slightly longer if there are pending OS updates.)
  4. After restarting your work cell phone, please open the Intune app  on your work cell phone.
  5. When you first open the Intune app, it may say that your device is still being setup. Please allow a few minutes if it says this.
  6. Please click on the device listed as "This is the [Model] you are currently using".
  7. Please scroll down to the bottom and select the Sync option.
  8. It may say that you need to update device settings. Please select "update device settings", if you see this.
  9. It may ask you to sign in again, please do this next, if asked.
  10. If the sync is not successful, please press the home button to dismiss the Intune app, please do not press the Back or Cancel buttons. Then please restart the cell phone again.
  11. After the cell phone restart, you can now try using Outlook or Teams on your work cell phone again.
  12. If restarting the cell phone resolves the problem, you can stop here.
    If you still run into issues with Outlook, Teams, OneDrive, or other Microsoft 365 apps after restarting your cell phone, the next step is to fix Microsoft Authenticator.
  13. Open Microsoft Authenticator
  14. If you see any older Nexus account in Microsoft Authenticator, please remove them. This applies if the either the username has changed, or the domain has changed.
    {IT staff: remove any stale service/test accounts MFA you may have here please]
    Please leave any accounts that are your current email address.
  15. On a computer or large tablet, go to: https://aka.ms/mfasetup - If prompted, sign in with your Nexus provided work email address, computer password, and approve your current MFA method. If you are prompted to approve in Microsoft Authenticator, and that method is not available, please select "I can't use the app right now", and select one of your backup MFA methods, if available. Please contact the Nexus Service Desk if none of your registered MFA methods are available. You can open a ticket at the bottom of this page or call us at 763-251-6211.
  16. Then click + Add sign-in method
  17. Select Microsoft Authenticator

  18. On your work cell phone, open the Microsoft Authenticator app. Click Next on the computer or large tablet.
  19. Please do not attempt to sign in to the Microsoft Authenticator app using your Nexus credentials.
    Instead, please look for an option to Scan QR code in the Microsoft Authenticator app on your work cell phone.
    If you do not see one, select the three dots in top corner, select Add account, tap work or school account (tap the actual word "Work", not the (i)), tap Scan a QR code.
  20. Click Next again on the computer.

  21. Scan the QR code displayed on the computer using the Microsoft Authenticator app on your cell phone.
    (Please do not scan the QR code with your Camera app, or any other app, besides the Microsoft Authenticator app.)
    Once it says the account was successfully added, click Next on the computer.
  22. Microsoft will send a test approval request to the app.
    Please approve the request from your cell phone. You will likely need to enter your cell phone PIN or scan your fingerprint to approve.

  23. Once the notification is approved, please press Next on the computer.

  24. Please open the Intune app on your work cell phone again.
  25. Please click on the device listed as "This is the [Model] you are currently using".
  26. Please scroll down to the bottom and select the Sync option.
  27. Please press the home button to dismiss the Intune app, please do not press the Back or Cancel buttons.
  28. Open Outlook. If your issues with Outlook, Teams, and other Microsoft 365 apps are resolved you can stop here.
  29. If you run into any more issues with Outlook or Teams, please restart the cell phone again.
  30. Update apps in Google Play store.
  31. Open Outlook and sign-in to Outlook.
  32. If your issues with Outlook and other Microsoft 365 apps are resolved, you are all set.
  33. If you have any more issues, press the Home button, go to the main cell phone Settings (swipe up to get all apps or swipe down, it will be a gear/cogwheel), Apps, then tap on any Microsoft app, Storage,  clear data: Authenticator (Clear Cache), Company Portal, Device Policy (Clear Cache), Edge (free up space and scroll down to clear all data), Excel (Clear Data), Intune (Clear Cache), M365 Copilot (Clear Data), Microsoft Defender (Clear Data), OneDrive (Clear Data) Outlook (Clear Data), PowerPoint (Clear Data), Teams (Clear Data), Translate (if present) (Clear Data), Word (Clear Data), anything that Microsoft publishes, open Storage for the apps and data needs to be cleared on every single app. For any app that it says the Data clear failed, clear the Cache instead.
  34. Please open the Intune app on your work cell phone again.
  35. Please click on the device listed as "This is the [Model] you are currently using".
  36. Please scroll down to the bottom and select the Sync option.
  37. Please press the home button to dismiss the Intune app, please do not press the Back or Cancel buttons.
  38. Open Outlook. If your issues with Outlook, Teams, and other Microsoft 365 apps are resolved you can stop here.
  39. If your issues are not resolved, please contact the Nexus Service Desk at 763-251-6211, by opening a ticket below, or emailing nexus-servicedesk@nexusfamilyhealing.org
    When contacting the Nexus Service Desk or opening a ticket, please let us know which step you are on, and any challenges you experienced on any of these steps.

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