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Search in outlook 2016 shared mailbox is not working

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Ernesto Iblon
New Contributor

Hi , since we are using Outlook 2016 , the search inside shared mailbox is not working.

Also users are not able to activate subfolder search on shared mailbox.

 

Is there any solution?

71 Replies

The Search experience will depend on how you have added the shared mailbox in Outlook. Read here for details: http://blogs.technet.com/b/outlooking/archive/2014/04/28/understanding-search-scopes-in-microsoft-ou...

That article only references Outlook 2010 and 2013.  I dont see anything related to 2016 in there.

We are experiencing the same issues.  

 

When we add a shared account under its own profile and a user logs into it with their user account, any searches only bring back results from their personal mailbox, not the shared mailbox they are logged into

 

When we add shared accounts with a users Mail Profile so they appear below the User's Mailbox, you dont get any results from the shared mailboxes when searching all mailboxes.  The only way it works in this setup is to go to the actual mailbox and search from there.

 

We have several departments that use the shared account setup as its own mail profile option as when you respond to emails in that mailbox, the replies that people get are from that mailbox, not the individual user that is replying to them.  If you reply to emails from a shared account mapped from within a users personal mail profile, all replies come from that user instead of from the shared account.  Our departments need to be able to use the shared mailboxes setup as their own profile for that reason.   

 

I see this has been an on-going issue for a good while (years) with Outlook 2016.  Why hasnt something been done about it?  Just telling users to change the way they do things completely is not a good answer.  Would really like to know what is being done about this.

Majority of Outlook 2013 information applies to Outlook 2016. Additionally, if the search provider is "WDS", you need to make sure that your Windows OS is up-to-date via Windows Update with the "Give me updates for other Microsoft products when I update Windows" turned on (Settings > Update & Security > Advanced options).

 

For Outlook for Windows issues, you may check https://support.office.com/en-us/article/fixes-or-workarounds-for-recent-issues-in-outlook-for-windo... for fixes or workarounds.

Vasil, that link is not helpful.  Shared mailbox searches in outlook should work intuitively out of the box, without any exposition or custom setups. This is a bug that needs to go into your queue as it is repeatable and consistent across all machines and configurations.

Reindex your search index.

Click  Search tools>Search options >Indexing options

Restart Outlook

 

Select search location from dropdown menu in searchbar

 

Tried it @Vysakhan Kunneparambil-Sukumaran. That does not fix searching in shared mailboxes.  

sharedsearch1.PNGSearching for 'ASIN' from first e-mail in my shared Amazon account inboxsharedsearch2.PNGNo results

Found a workaround @Ernesto Iblon and @Brian Samec.  Turning off cached mode for shared folders has solved this issue.

Now my users can search shared mailboxes from Outlook 2016.

 

File tab -> Account Settings -> Double-click the account name -> More Settings -> Advanced tab -> Clear the check mark from download shared folders.

 

 

https://social.technet.microsoft.com/Forums/en-US/581f1e61-a479-48e9-813a-5478cca8de99/searching-a-s...

Best workaround right now is to map shared mailboxes as new account with separate .ost file, not as additional mailbox inside another .ost.

 

 

can confirm this effect
i this Bug worked on?

Was this ever resolved as we have users trying to use shared mailboxs but unable to use search. Switching off cached mode is not really appropriate. This worked in outlook until recently it seems to be cascading from user to user. 

Hi David,

 

Have you tried to map shared mailbox as new mail account? It is working for me.

 

02a1.jpg

I have mapped shared mailboxes to their own .ost files and we continue to have searching issues within the shared mailboxes only.  We are able to search our primary mailboxes without issue, but shared folders & mailboxes struggle.

 

I agree with the above post that this should be an intuitive feature that works out-of-the-box.  Shouldn't matter how you set your mailboxes up, searching should work seamlessly.

 

Is anything being done on this?  Any "permanent" fix yet?  I use the word "permanent" loosely as we all know MS tends to break stuff they previously fix with subsequent fixes...

Hi i have the same problem with a second mailbox in office 2016. 

What is the workaround?

Yep, same problem here with a couple of clients

 

Outlook is C2R 1901 with E3 licensing.

Primary mailbox has 3 additional mailboxes added to their accounts without automapping, added as additional mailboxes into separate OSTs.

When searching "All Mailboxes" it locks up outlook for a few minutes

According to the client it used to work just fine on previous builds, but downgrading them isn't an option as they couldn't tell us when.

 

The common factors with our clients are 

- Shared mailboxes
- RDS Servers

 

Hopefully Microsoft can do something, or we can get a hint to what may solve this problem.

The fix for the shared mailbox search issue with multiple Exchange accounts in the profile is actively being worked on.  The Search team is expecting to get the fix out by late March and hopefully sooner.  It is being addressed with a service change.  If I get more specifics on the fix date I will post back an update.


@Gabe Bratton wrote:

... It is being addressed with a service change.  ...

 

How will we receive notification of this?


 

Hi Folks,
Are we any further forward with regards to a fix for this? Even a more up to date suggestion regarding timescale?

@Gabe Bratton 

@Smith1977 

Sorry for the delay.  I checked with the engineers on it yesterday and they are still actively working on it.  Its a complex issue to fix.  They are still expecting to have it working by end of March.  If I get any better status I'll post back.  

@Gabe Bratton 

 

Hi,

So... i'm in the same situation right now. Some users must find quickly some emails in the shared mailbox but... doesn't work.

I opened, just before finding this topic, a ticket through the 365 Admin Center.

The tech is trying everything that he can try :). 

I talked and shown to him this topic. It's funny because he is not able to confirm like you the real status about that.

 

So... the issue is real.. but is it real also that we could have for the end of this month a fix ?

Seriously i'm really hoping about the fix..

@reidor 

 

To confirm the issue what is your Outlook Profile configuration?  

 

How many Exchange user accounts are in the profile?

How are the shared mailboxes added to the profile?  

 - Automapped

 - Added as another Exchange account in the profile

 - Added as an additional mailbox to the profile

 

Aside from the bug I see there is another issue a few tenants are reporting.  Those tenants have added the accounts as another Exchange account in the profile.  The suggested workaround for that issue is to add the shared mailbox as an additional mailbox.  Those steps are in this topic, https://support.office.com/en-us/article/open-and-use-a-shared-mailbox-in-outlook-d94a8e9e-21f1-4240....  See the steps under "If that didn't work, then manually add the shared mailbox to Outlook:".

 

Another thing to try depending which issue is to set this registry key that tells Outlook not to use Server Search and just use local Windows Desktop Search (requires Outlook restart).  Covered in this article.

 

HKEY_CURRENT_USER\software\policies\Microsoft\office\16.0\outlook\search
DWORD: DisableServerAssistedSearch

Value: 1 

 

If you use the reg key and that works but you need to see further back than 3 months of data then you can adjust the Sync Slider to download more email for indexing.  Steps to do that are in this article.

@Gabe Bratton 

Hi Gabe,

 

It's now April and there hasn't been an update to this thread in 10 days.

Can you please provide an update to this issue?

Can you please advise a revised ETA?

 

Thanks

Tim

@Deleted 

 

The Outlook and Search teams are still working on it.  I'll post back as soon as I know more definitive roll out schedule.  I apologize its taking so long.  Its being worked with priority, just a complex solution to implement.

 

As a possible short term workaround you can set this registry key to disable server search until the fix comes out.  It has its own tradeoffs but its worth testing if it might work in the meantime.  I suspect some are already using it but just want to make sure this option is shared.

 

HKEY_CURRENT_USER\software\policies\Microsoft\office\16.0\outlook\search
DWORD: DisableServerAssistedSearch

Value: 1 

Hi Gabe,

Thanks for the quick response.
I will ask my client if they will accept a work around and if so, implement.

Thanks
Tim

@Gabe Bratton 

 

Any further update on this issue? I have the same problem. Disabling Server search did not work for me. Search also did not work with separate .ost file for shared account. If I disable Download Shared Folders and use it as an online account search does work, but that does not suit our situation. Need it to work offline too.

 

Please advise when this is likely to be rectified.

Hi All,

I was waiting also for some news about that but i finally resolved my issue. And it works really well now !!

Plus... with Microsoft support :) (they found the trick).

 

So on the first user's laptop, the search on other mailbox wasn't working.

- I added the shared mailbox as a real mailbox. (Really important step because the search field option let me at this step to select "All Mailbox"). (You know, it's also the trick to know about the automapping shared mailbox etc).

- Then in Outlook -> click on the search field -> click on Search Tools -> Search Options -> Indexing options.. -> Modify -> Uncheck Outlook.

- Close Outlook.

- In Windows Services -> Look for "Windows Search" -> Set it at "Automatic".

- In Windows -> Look for "Indexing Options.." -> Modify -> Check Outlook.

- Start Outlook and let it "build" the indexation file.

*** IF you want, you can also "rebuild" the index file. (In Indexing options -> Advanced -> Rebuild)***

After a couple of minutes, the search in other shared mailbox was working really f*** well.

 

On a second laptop's user, unfortunately there was too many files/app installed on it etc. So.. too many indexed files. Also there was an old "trace" about Outlook 2007 installation etc so i reinstalled a new fresh Windows (10). Installed Outlook. Set the shared mailbox as a real one. And the search was working also directly without playing in Indexing etc etc.

 

Here are my tricks (Microsoft ones in fact :)) guys.

 

Thanks!

 

@HGSRWF 

 

I would expect disabling server search would workaround the issue by causing Outlook to use local search.  If that did not work then local search might not be fully indexed or functional.  If you disable server search reg key does search work in the other mailboxes?  If not need to investigate why local search is not working.  Does it give an error or just no results?  In the Windows Event Viewer, Application Event Log, are there any Search events being repeated?  The Known Issue here is the main local search issue I know we still get support cases on.  See if it might match what you are seeing.

 

The fix for the multi-ex search not working is in testing right now.  As soon as I know it will go to production I will post back on the thread with an update.  

@Gabe Bratton 

Search is working fine in other mailboxes, it is just in the Shared Mailbox that search is not working.

@HGSRWF 

 

In case it matters there are two places we can set the reg key.  Adding the second one in case it somehow works better for you.  Also, please restart Outlook after you set the reg key.

 

HKEY_CURRENT_USER\software\Microsoft\office\16.0\outlook\search
DWORD: DisableServerAssistedSearch
Value 1

HKEY_CURRENT_USER\software\policies\Microsoft\office\16.0\outlook\search
DWORD: DisableServerAssistedSearch
Value: 1

 

Just to check if local search is working, when you search and get the error below and you click "Lets look on your computer instead", do you get results?  You should if local search is working properly.  That is the same search is what the reg key is setting as default.

 

searc.png

 

 

Hi All,

 

The current status for the multi-ex shared mailbox search fix is to go to production on 4/11.  I'll monitor the roll out status and update if anything changes.  

Thanks @Gabe Bratton  - Lets hope this fixes our issues!

I appreciate your monitoring of this thread too :)

@Gabe Brattonstatus? Lots of people in our org who can't wait for this update.

@gXXXXX 

 

The search fix for multi-ex shared mailboxes has rolled out to the service.  Most everyone should have it now.  

@Gabe Bratton 

 

Hi Gabe,

 

You could advise on the KB number please ?

 

Thanks

 

Phil

Having same issue with several customer tenants. Looking for any documentation or KB as well. Thanks.

@in-stalsame here, doesn't seem to work for my users yet anyway.

@Phil1966 

 

Phil,

 

There is no specific KB for this issue.  It was a service side fix.  Normally we document issues in public update KBs for client side fixes.  

@in-stal 

 

I have tested the fix on my test tenant and I can see the fix is working.  Double check this is the same issue your users are having.  With this specific issue the shared mailbox was added as an additional account in the profile.  You would see the error below "Something went wrong and your search couldn't be completed".  If you click the link to look on your computer local search would return results.  If you are seeing this error the fix might not be out fully to all tenants yet.  It was mostly WW by the time I posted yesterday though.

 

searc.jpg

@Gabe Bratton 

 

Excellent, thanks for the replies guys thought this was a client side fix not tenant side...will check it and see what results we see..

 

Cheers

 

Phil

@Gabe Bratton 

 

Excellent, thanks for the replies guys thought this was a client side fix not tenant side. will check it and see what results we see..

 

Cheers

 

Phil

@Gabe Bratton 

 

Thanks for advising of this fix. Search is now working well in Shared Mailbox when shared folders are marked to be downloaded.

@Gabe Bratton 

Hi! Where we can find this fix for installing it? Is it fix for exchange servers? What number of KB or Rollup? Because we still have a problem and cant resolve it. Thanks.

@vkatruk 

 

There is no KB for this issue since it was a service side fix.  The issue is fixed for Office Subscription.  We are seeing that the service search fix is not working for perpetual/volume license Outlook and we will be asking the Search Team to investigate it.  If you are using Office Subscription and still see this scenario not working please open a support case from the portal to investigate it further.  

@Gabe Bratton 

Hi Gabe!

We have same issue with Exchange 2016 on our side. The problem is not solved, not one of the ways. What about investigate the problem for this case? Will the fix for Exchange servers be made?

@vkatruk 

 

Are you using Office 365 subscription or Office 2016 volume license/perpetual?  We are checking into perpetual/MSI version is not working against Office 365.  Its possible whatever that issue is might also apply to Exchange 2016.  Just in case the issue might be different please open a Pro/Prem support case for us to investigate it further.  I'll post back what we find with the perpetual/MSI not working with O365 investigation once we have that.  

 

In the meantime you might try using the DisableServerAssistedSearch registry key to use local search in case that could be a workaround,  https://techcommunity.microsoft.com/t5/Outlook-Global-Customer-Service/How-Outlook-2016-utilizes-Exc....  Look this article over anyway to compare what you are finding with the different search scopes.

@Gabe Bratton 

 

Hi

I have several Shared Mailboxes and unable to search, found they are not even listed as a choice in the index pull down menu.

Sadly only the online archive is available. 

 

When will this fix come?

@Gabe Bratton 

Has there been any update for exchange hosted clients? We are still seeing the issue here. Has there been any progress or will this only be fixed for clients that are hosted in O365?

@Ryan_Nicolson The fix that was implemented is only going to be in the subscription SKUs of Office so its only for the service.  We escalated that issue for MSI but due to complexities with the service the decision was to just fix it there.  If you need to workaround it you can set the DisableServerAssistedSearch registry key to use local search, https://support.office.com/en-us/article/troubleshooting-outlook-search-issues-2556b11f-f4d8-46be-b0...

@Gabe Bratton 

Thanks for the update. I will look into the workaround for those that need it.

Highlighted

@Gabe Bratton 

 

Well, this will not work if you have accounts, that have been granted with "full access" to your AD-user, only that you are able to find in the "additional mailbox/account" features within your e-mail account.

If you are using the "full access" permissions, that has to be set on the exchange-server. There, you will not be able to change the "cache mode" for any of the additional mailboxes.

 

So, for us - this is more than frustrating - having a new Outlook that is causing more issues than before.

Especially using Outlook in an corporate environment, this feature is mostlikely used with management and VIP staff.

Do you guys have any other ideas .. (Microsoft team?)
Your help is highly appreciated.

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