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Sree20212021 avatar image
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Sree20212021 asked KaelYao-MSFT commented

archive issue for a VIP user

User is assigned with 6 Months retention policy and has 42GB of Archive size. However we are unable to find the online archive mailbox for the user in outlook client as well as in webmail

the issue is not with the outlook profile as we are unable to see the online archive folder from webmail also.

VIP user is impacted
Only changed the retention policy settings from 1 year to 6 months earlier this month.


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KaelYao-MSFT avatar image
2 Votes"
KaelYao-MSFT answered KaelYao-MSFT commented

Hi @JustinMicheal-7973

Sorry I was not able to reproduce this issue in my lab.

According to your information, the archive mailbox could be displayed correctly in Outlook before, while after applying another retention policy to the mailbox, it disappears and can not be seen in both Outlook and OWA.

Have you tried cleaning the browser cache or use a different browser to access OWA?

If the issue persists, I suppose you may consider disabling and re-enabling online archive for this user to see if it can work for you.
If an archive mailbox is disabled, its contents would be kept for 30 days and if you re-enable it for the mailbox, the contents would be restored.
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Hi @JustinMicheal-7973

I am writing here to confirm with you how thing going now?
Did suggestions above help?

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michev avatar image
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michev answered

If you are not seeing it in OWA either, best open a support case.

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