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JustinMicheal-7973 asked JadeLiang-MSFT commented

mails missing

user mails were available in online archive and but now missing from the folder

Since the pst injected to cloud user was able to access all the emails in Online archive folder.

But last three month user is unable to find some emails where the emails are injected in the folder called 2017 - Inbox & 2018 -Inbox

using the app version of outlook
we have already checked individual folder but couldn’t find the missing mail
mails are not available in recycle bin or deleted folder
The mails are not hidden

office-outlook-itprooffice-exchange-online-itpro
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Hi @JustinMicheal-7973 ,

I understand that you have imported the local pst file to the folders that were created manually in online archive mailbox, but some messages were disappeared there, is it right?

If so, in order to further confirm if the issue is related to the Outlook client, it's recommended to first log in to owa to check if you could find the missing messages there.

If you also couldn't find the messages in owa, the issue may be related to the mailbox, did the issue occur on the specific users only? And are there any similarities on those disappearing messages? I noticed that you have check the deleted folder, in order to avoid the messages were deleted permanently, it's recommended to first check the recovery items in Deleted item folder.

If the issue occurred on Outlook client only, the issue may be related to the Outlook client, are you working with Outlook desktop client? If so, what's the specific version of your client(File>Office account>About Outlook). Also, if you are working with cached exchange mode in Outlook, it's recommended to switch to online mode to to avoid the cache issue.

If your issue has any update, please feel free to post back.

0 Votes 0 ·

I understand that you have imported the local pst file to the folders that were created manually in online archive mailbox, but some messages were disappeared there, is it right?
Yes, we have injected the local pst to the online mailbox, post pst injection activity user was able to view all the mails

If so, in order to further confirm if the issue is related to the Outlook client, it's recommended to first log in to OWA to check if you could find the missing messages there.
we have already gone through OWA but couldn’t find those missing mails

If you also couldn't find the messages in OWA, the issue may be related to the mailbox,
the user was able to view the email till April 2021, since may 2021 so many emails are missing from the online archive folder 2017

Did the issue occur on the specific users only? Yes, as of now the Issue reported for one user only

0 Votes 0 ·

Are there any similarities on those disappearing messages? No

I noticed that you have check the deleted folder, in order to avoid the messages were deleted permanently, it's recommended to first check the recovery items in Deleted item folder.
We have already checked deleted items folder & recovery items

If the issue occurred on Outlook client only, the issue may be related to the Outlook client, are you working with Outlook desktop client? If so, what's the specific version of your client(File>Office account>About Outlook). Since the missing emails not visible in OWA then how the email sync to Outlook app version ?

Also, if you are working with cached exchange mode in Outlook, it's recommended to switch to online mode to to avoid the cache issue.
We have done this with no fruit

The cx is a VIP user and we need some help

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JadeLiang-MSFT avatar image JadeLiang-MSFT JustinMicheal-7973 ·

Hi @JustinMicheal-7973 ,

Thanks for your update.

According to my tests, when we imported the folder in online archive mailbox, it would keep the original retention tag, so it's recommended to first check if there's a retention tag on the " 2017 - Inbox & 2018 -Inbox" folder(right-click the folder>properties>policy).

If you have checked that, I would like to know are there any other users who have any permissions to access this user mailbox(such as a delegate)? In order to further check if the messages are deleted by any other users, we could run the Search-MailboxAuditLog cmdlet to check the mailbox operation records.

If your issue has any update, please feel free to post back.


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