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Ack8-0581 avatar image
Ack8-0581 asked ·

Not receiving emails into folders

Intermittently we are not receiving emails into the appropriate (ruled) folders. Or the emails are coming in but not showing up in the folders until you click on the individual folders.
Typically these emails just auto-populate into the correct folders without any problems.
Any feedback would be greatly appreciated.

office-outlook-itprooffice-exchange-server-mailflow
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ManuPhilip avatar image
ManuPhilip answered ·

It looks like an email synchronization issue. You may refer the appropriate section here to solve that : how-to-troubleshoot-synchronization-problems-when-you-synchronize-your


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udara avatar image
udara answered ·

check cache settings and view option.
For more detailed steps are given below.
https://support.microsoft.com/en-us/help/2530570/items-disappear-or-are-not-visible-in-an-outlook-folder
only-subset-items-synchronized

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YukiSun-MSFT avatar image
YukiSun-MSFT answered ·

Hi Ack8-0581,

Intermittently we are not receiving emails into the appropriate (ruled) folders. Or the emails are coming in but not showing up in the folders until you click on the individual folders.

  1. By this, do you mean the issue only occurs to the "ruled" folders? If this describes your situation, have you tried disabling or recreating a rule and check the result?

  2. Is it affecting the particular users or it's impacting all users in your environment?

  3. Will the emails show up immediately if you click the Send/Receive All folders button(or press "F9")?

  4. Have you checked in OWA to see if the emails can all be received as expected? This helps narrow down if the issue is with the client side.

If there is no issue in OWA and you are currently using Exchange cached mode, please try testing on one machine by deleting the .OST file which by default located at drive:\Users\user\AppData\Local\Microsoft\Outlook *, then relaunch the Outlook client for the .OST file to be recreated automatically and you can monitor for some time period to see if there would be any improvement. You can also test by switching to Exchange Online mode and check if the issue persists.

Besides, to help eliminate whether the problem is related to any third party add-ins, I'd like to suggest checking if the affected machines have any shared third-party add-ins installed. If this is the case, you may running in Outlook safe mode(Press Win+R, type "outlook /safe", press Enter.) and see whether this can stop the issue.

Furthermore, in case the issue is due to a corrupt Outlook profile, it's also recommended to recreate a new Outlook profile for the problematic user to check if it works.


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Hi @Ack8-0581,

Just checking in to see if you have had a chance to see the replies above. Any update would be appreciated :)


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