Forum Discussion
Outlook Sync/Cache Issue - Most Recent Emails Don't Show
Issue: Outlook will not show most recent emails unless you search for them specifically
Affects: Web and Desktop App, on both iOS and Windows
Troubleshooting:
- Re-added account to devices and checked sync settings
- Checked view settings are sorted by date and show all, not just focused
- Attempted app resets
- Deleted and re-added the profile on the desktop apps
- Check Microsoft account status and all looks fine
When it started: After accidentally sending around 2000 emails to all inbox contacts with a link, this issue began occurring.
We're unable to raise this with the usual Microsoft Support Centre due to a bug. Please can you provide advice? How can we request Microsoft remove any restrictions placed on the account?
Thanks
2 Replies
When you search for them, can you identify in which folder they are?
See; Determine the folder path of a message found in Search results - Robert 365
Note that many search queries are performed against the online mailbox index and not the local one. Therefore, double-check against the contents of the mailbox via Outlook on the Web as well.
If the user is/was blocked it will show up in the Restricted Entities section of the Microsoft Defender portal.
That can be accessed here; https://security.microsoft.com/restrictedentitiesHowever, shouldn't affect incoming emails for that user.
Hi, because this affects web, desktop, iOS, and Windows, I’d treat it as a mailbox/indexing or account-side issue rather than only a local Outlook cache problem. Check mailbox storage, rules, focused inbox, conversation view, and whether the account was temporarily restricted after the large send. If search can find the messages but the folder view cannot, Microsoft support may need to recheck mailbox indexing.
