Outlook works in the browser but not on the desktop. What would you do next?

Instruction: Use the web-versus-desktop comparison without assuming the exact cause. Describe a bounded troubleshooting sequence and the data protections needed before profile or cache changes.

Context:

A Windows 11 user can send and receive a test message in Microsoft 365 Outlook on the web, using the same laptop and account. Classic Outlook for Windows shows Disconnected and has two messages in Outbox. The user has an old local archive whose backup status is unknown. No service advisory has yet been checked. You may use approved client diagnostics; tenant changes require the Microsoft 365 support owner.

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I'd confirm that the browser test used the same account and laptop, and note the desktop error, time, and Outlook version. I'd keep the user working through the approved web client while preserving the two unsent messages. This comparison gives us a useful starting point, but I would still check the scope before committing to a desktop repair plan...

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