Items are missing from search results when Office 365 users search their mailbox in Outlook on the web

Note

Office 365 ProPlus is being renamed to Microsoft 365 Apps for enterprise. For more information about this change, read this blog post.

Original KB number: 2835179

Problem

When Microsoft Office 365 users search their mailbox in Outlook on the web (formerly known as Outlook Web App), they notice that lots of messages are missing from the search results. Additionally, gaps may be present in the date range of items that are returned in the search results.

Cause

This problem occurs if the search returns more than 250 items.

Solution

Take any of the following actions:

  • Reduce the scope of the search to only specific folders or subfolders.

  • Use more-specific search terms.

  • Use Microsoft Outlook in Cached Exchange Mode to search the mailbox.

    Note

    If you use Outlook to search the Online Archive folder, you will receive the same limited search results as Outlook on the web. This is because Outlook accesses the Online Archive folder in Online Mode.

More information

Outlook on the web displays up to 250 items in the search results. Be aware that, to reduce the time to show search results, users may receive only a subset of the results. In this scenario, click Get more results at the bottom of the search results to view additional results up to the limit of 250 items.

For more information, see Search Mail and People in Outlook Web App.

Sill need help? Go to Microsoft Community.