Forum Discussion
Can't send emails from shared mailbox
In the last few days, we can no longer send emails from a shared inbox from the desktop Outlook Classic app on PC. Given that the shared inbox is the primary email for our business, this is a big deal.
A few points:
- This has worked for years, and we have not made any changes to permissions or other account settings.
- This is happening on two PCs running Outlook Classic. The problem started suddenly on both PCs.
- I have already created a new profile but the issue remains. This does not appear to be a corrupt profile or similar issue.
- We can send email from the shared mailbox using the Outlook web app.
- We can send email from the shared mailbox using Outlook on an iPad.
- I spent almost two hours with Microsoft support last night without resolution.
Has anyone else run into this? This is frustrating.
12 Replies
Did you find a solution to this? We are experiencing the exact same issue and have tried all of the above also. The only "solution" has been to uncheck "Cached Mode", but then the user's Outlook operates very slowly.
Try to remove the full mailbox permission for the problematic user. Wait for 10 Mins and add the permission again. Leave some time and it should automatically add to the outlook, and it should fix your issue.
Thanks for the suggestion. How do we remove and re-add the mailbox permission? By doing so, would that mean having to resync thousands of emails?
Because of the details that I outlined in my original post, I have a hunch that this issue has been caused by a recent Outlook update. Our busy season has started and we're putting in 10-12 hour work days so I'm feeling especially cranky about having to spend hours troubleshooting what should be a basic, reliable email function.
Here are my recommendations: Update your Office and Windows updates. Then reboot, see if that helps, if not, create a new profle and see if that works. If not, have you added any new AV or VPN? I'm seeing a lot of that lately.
Update your Office and Windows updates. Then reboot, see if that helps
Both Office and Windows updates are up-to-date and I've already rebooted several times. (I have a hunch that the latest update to Outlook desktop caused this issue.)
if not, create a new profle and see if that works.
I've already created a new profile (it's one of the points in my original post).
If not, have you added any new AV or VPN? I'm seeing a lot of that lately.
Nope, I have not. I'm running Windows Defender and NordVPN is disabled, both of which I've been running for a few months.
Just a thought, something similar happened to a client of mine. One of the emails had an attachment that was 150 gig. Have you sorted by size and look for some enormous attachments? His issue was the OST was blowing up to sizes I've never seen, even with downloading only 1 year.
How is the shared mailbox added to Outlook? If you are using automapping or have it added as additional mailbox, make sure to always select the From address directly from the GAL. Do not use any stored/cached entry, those can get out of sync. I'd recommend adding it as additional account instead (via File > Add account), that way you can send messages from the shared mailbox as you would do with any other "regular" account in Outlook.
Other than that, do you get any particular error message or?
How is the shared mailbox added to Outlook?
I don't recall, but the shared mailbox is one of several Exchange Online accounts that appears in the left-hand window pane.
I'd recommend adding it as additional account instead (via File > Add account), that way you can send messages from the shared mailbox as you would do with any other "regular" account in Outlook.
Do you mean File > Account Settings > Account Settings > New? I was told that's not possible because a password doesn't exist for the shared mailbox (only the two individual email accounts that share the shared mailbox).
Other than that, do you get any particular error message or?
There are no error messages. From one day to the next the "from" dropdown in the email window suddenly stopped showing the shared mailbox as an option.
And what happens if you click From > Other email address > select the shared mailbox from the GAL?
If you want the entry always visible under From, you will need to add it as separate account. You don't need to know the password, use your own credentials when prompted (you do need Full access permissions for this method to work). Detailed steps here: https://www.michev.info/blog/post/3567/how-to-add-a-shared-mailbox-as-additional-account-in-outlook-2022-version
