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JohnW-1505 avatar image
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JohnW-1505 asked JeffYang-MSFT commented

Search function works in OWA but not OUTLOOK

Migrated several hundred users from exchange 2016 backend to exchange 2019.
Only a handful of users have experienced this search issue.

1) Search from OWA works normal no issues.

2) Search from Outlook thick client (2016 or 2019/365 office) only returns partial results.

Lets say I search for any e-mail from "Joe Average".
E-mail from current date back to 5/26/21 show up fine.
E-mail prior to January 2021 show up fine.
So anything between January and 5/26 do not show up in the search.
However if we scroll down in the inbox back a few months we can manually find it.

Tried to rebuild the index on the thick client.
Tried logging into another desktop, also a laptop, and also a VM. With different versions of office.
Tried moving from one 2019 database to another database.

Search works fine for my mailbox and for others. Only a handful of users out of 500 have reported the issue. Any ideas? Thanks!

office-exchange-server-itpro
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Hi @JohnW-1505,

I noticed that it has been a while, are you still working on this issue now? Have you got your issue fixed yet?

If the issue still continues and you still would like to further research about that, it would be so nice of you if you can share your current process with me.

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1 Answer

EricYin-MSFT avatar image
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EricYin-MSFT answered JohnW-1505 commented

Hi,
Outlook in Cached mode uses LOCAL indexing for searches. Outlook in Online mode, or OWA, or ActiveSync all use Exchange's indexing service.
Which mode are they using?
You can also try the following method for one of the problematic users:
Export his mailbox to pst file - create a new mailbox - Import the pst file to the new mailbox, then test Outlook search function for the new user.


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Thank you for the reply.

Outlook is running in "Online with: Microsoft Exchange" mode. We do not use cached mode if at all possible, it would have to be some one-off special case.

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