A small number of users are currently unable to search in Outlook. The problem occurs in Outlook on the web, the new desktop app, and classic Outlook, usually showing the message: "The service could not be reached, showing offline search results." This was still happening at 12:30 p.m. UK time on September 8. Has anyone else seen this, and is there a known service issue or workaround?
4 Answers
There appears to be an active service incident affecting Outlook searches in the UK across the web, classic desktop, and new desktop clients. If the issue is service-side, there may not be much to fix locally beyond monitoring the admin service health page and waiting for recovery.
Yes, we’ve had several users report the same issue this morning. It seems to have recovered for some of them around 1:30 p.m. UK time, so it may be a temporary Microsoft 365 service problem rather than a local Outlook configuration issue.
We’ve also had search problems for months, especially in classic Outlook. Legacy add-ins prevent us from moving everyone to the new app, so switching clients isn’t a practical long-term workaround. The search quality itself has also been inconsistent, even when the service is available.
We’ve been seeing this across different users for weeks, although the symptoms vary. Some users get broken search results, while others using classic Outlook get stuck at “Loading Profile.” Outlook on the web and the new app have generally been more reliable for us, but not in every case.
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