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Original KB number:   2898376

Symptoms

When you use Microsoft Outlook 2019, Outlook 2016, Outlook 2013, or Outlook for Office 365 to connect to your Microsoft Exchange Server mailbox, your email folders display only newer items. Additionally, at the bottom of the list of items, the following message and hyperlink are missing:

This message is shown in the following figure:

The screenshot for the error

Cause

This issue occurs when the following conditions are true:

  • The Download Preferences setting is configured for Download Headers or Download Headers and Then Full Items.

    The screenshot for Download Preferences setting

  • The Mail to keep offline setting is not set to All.

    The screenshot for Server settings

This is a known limitation in Outlook 2019, Outlook 2016, Outlook 2013, and Outlook for Office 365.

Workaround

To work around this issue, change the Download Preferences setting to Download Full Items. To do this, follow these steps:

  1. Start Outlook.

  2. On the Send/Receive tab, select Download Preferences, and then select Download Full Items.

    Screenshot of Download Preferences

More information

For more information about the Mail to keep offline setting, see Only a subset of your Exchange mailbox items is synchronized in Outlook.