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from a friend of mine;
Outlook
Emails do not appear in the inbox until the user clicks on something else in there eg: outbox. This is a problem because until something is clicked the customer could be on the view that they have no new email and may miss something urgent.
Sounds like they have "Work Offline" selected (checked/ticked). When you are offline, Outlook connects to the server only when you specify.
On the File menu, click Work Offline.When "Work Offline" is not selected [not checked], Outlook will automatically connect to the email server.
When "Work Offline" is selected [checked], Outlook will not automatically connect to the email server.