Forum Discussion
Is the Archive mailbox self-help diagnostic working for anyone?
Great news, everyone — the archive mailbox self-help diagnostic has finally been fixed.
After the tech refused to work on the ticket, I told him to close it. Of course, he did that thing they do when they know the customer will leave negative feedback, which is to leave it open for a while, hoping you'll forget to leave feedback when they eventually close it much later.
I've gotten wise to this trick, so I know to send a follow-up email after a few days, demanding that the tech close the ticket immediately so I can leave my feedback. Lo and behold, I got a reply from a different tech a few days later advising that the case had been escalated to the product team.
That was on April 30. Over the following weeks, I got a few emails from an Operations Manager and a Technical Lead letting me know that they were working with the Product Team. Finally, on June 5, I was told the feature had been "temporarily removed" and that "Instead, the portal now provides AI-driven recommendations along with relevant Microsoft documentation for guidance on the associated functionality" (?!)
Sure enough, when I tried to use the diagnostic again, instead of the bogus "No account was found" message, I just got... nothing. A blank panel. No error message, no explanation.
I replied to express my incredulity that this was the intended user experience. Then, on June 16, I got a message from a different Technical Lead saying that all the self-help diagnostics were being discontinued completely.
I replied to that message asking for a link to the Message Center post announcing this deprecation, and for an explanation as to why the documentation hadn't been updated to reflect this change.
Finally, on July 10, I got an email from a Senior Technical Advisor saying that the self-help diagnostics weren't being retired after all and that the archive mailbox self-help diagnostic had been fixed.
Folks, this is Microsoft in 2026.
Great news, everyone — the archive mailbox self-help diagnostic has finally been fixed.
After the tech refused to work on the ticket, I told him to close it. Of course, he did that thing they do when they know the customer will leave negative feedback, which is to leave it open for a while, hoping you'll forget to leave feedback when they eventually close it much later.
I've gotten wise to this trick, so I know to send a follow-up email after a few days, demanding that the tech close the ticket immediately so I can leave my feedback. Lo and behold, I got a reply from a different tech a few days later advising that the case had been escalated to the product team.
That was on April 30. Over the following weeks, I got a few emails from an Operations Manager and a Technical Lead letting me know that they were working with the Product Team. Finally, on June 5, I was told the feature had been "temporarily removed" and that "Instead, the portal now provides AI-driven recommendations along with relevant Microsoft documentation for guidance on the associated functionality" (?!)
Sure enough, when I tried to use the diagnostic again, instead of the bogus "No account was found" message, I just got... nothing. A blank panel. No error message, no explanation.
I replied to express my incredulity that this was the intended user experience. Then, on June 16, I got a message from a different Technical Lead saying that all the self-help diagnostics were being discontinued completely.
I replied to that message asking for a link to the Message Center post announcing this deprecation, and for an explanation as to why the documentation hadn't been updated to reflect this change.
Finally, on July 10, I got an email from a Senior Technical Advisor saying that the self-help diagnostics weren't being retired after all and that the archive mailbox self-help diagnostic had been fixed.
Folks, this is Microsoft in 2026.