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dmk199's avatar
dmk199
Copper Contributor
Jan 11, 2023

MSFT 365 Defender - Email & Collaboration email preview not working

Just curious, why the email preview under Email & Collaboration (explorer) is not working any more (All emails) 

 

It says "Message details couldn't be found. When a message is soft deleted or hard deleted by the user or the admin, its details no longer exist in the mailbox or server"

 

Is there a setting or permission that changed, as a note doing all this activity as a global admin.

 

6 Replies

  • NCJC122's avatar
    NCJC122
    Copper Contributor

    dmk199 

     

    Also seeing this in the last few days. Global admin with Purview permissions too.

     

    The difference is that this tends to happen on emails that are being investigated for phishing so that we can determine if the email is actually a phishing email or the user is being overzealous with the reporting phishing button.

     

    Makes it difficult to investigate if a soft deletion stops it from being previewed. Maybe it's always been like this but it's only in the last few days that it's becoming increasingly noticeable. 

     

    Also note that "Download email" fails on this too. Nothing happens.

    • jvalente's avatar
      jvalente
      Copper Contributor

      NCJC122This issue is still ongoing and it's extremely frustrating since it means everything can't be completed within the portal& using the builtin investigation & response cooling.  A workaround, to at least view the messages, I've got it so to set up email reports to also go to one of our mailboxes. If the message is missing, we can at least find it by going through that mailbox.   

       

      This is also extra frustrating because if you're in the user reported messages tab of Submissions, you can't mark the message appropriately.   and yeah as you note, it really means you (or more likely the user who reported it) can't soft delete until AFTER the investigation is done.  It doesn't help that Microsoft itself seems to have set up the report button to the delete message when the user reports it.

    • CodyDavid's avatar
      CodyDavid
      Copper Contributor
      same problem
      its not convenient
      hope they can fix it soon
  • vknsm's avatar
    vknsm
    Copper Contributor
    Hello, maybe you have any new about this issue? We still can't preview or download emails from Explorer

Resources

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working","id":"message:3713532","revisionNum":1,"author":{"__ref":"User:user:1021701"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:MicrosoftThreatProtection"},"conversation":{"__ref":"Conversation:conversation:3713532"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:3713532"},"body":"

Just curious, why the email preview under Email & Collaboration (explorer) is not working any more (All emails) 

 

It says \"Message details couldn't be found. When a message is soft deleted or hard deleted by the user or the admin, its details no longer exist in the mailbox or server\"

 

Is there a setting or permission that changed, as a note doing all this activity as a global admin.

 

","body@stringLength":"481","rawBody":"

Just curious, why the email preview under Email & Collaboration (explorer) is not working any more (All emails) 

 

It says \"Message details couldn't be found. When a message is soft deleted or hard deleted by the user or the admin, its details no longer exist in the mailbox or server\"

 

Is there a setting or permission that changed, as a note doing all this activity as a global admin.

 

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When a message is soft d...","replies":{"__typename":"MessageConnection","edges":[{"__typename":"MessageEdge","cursor":"MjQuMTB8Mi4xfG98MTB8MTA3OjAsMTMyOjF8MQ","node":{"__ref":"ForumReplyMessage:message:3714602"}},{"__typename":"MessageEdge","cursor":"MjQuMTB8Mi4xfG98MTB8MTA3OjAsMTMyOjF8Mg","node":{"__ref":"ForumReplyMessage:message:3715662"}},{"__typename":"MessageEdge","cursor":"MjQuMTB8Mi4xfG98MTB8MTA3OjAsMTMyOjF8Mw","node":{"__ref":"ForumReplyMessage:message:4175899"}}],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"customFields":[]},"Conversation:conversation:3713532":{"__typename":"Conversation","id":"conversation:3713532","solved":false,"topic":{"__ref":"ForumTopicMessage:message:3713532"},"lastPostingActivityTime":"2024-09-28T13:37:54.262-07:00","lastPostTime":"2024-09-28T13:37:54.262-07:00","unreadReplyCount":6,"isSubscribed":false},"ModerationData:moderation_data:3713532":{"__typename":"ModerationData","id":"moderation_data:3713532","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:3713532_1":{"__typename":"Revision","id":"revision:3713532_1","lastEditTime":"2023-01-11T07:05:32.714-08:00"},"CachedAsset:theme:customTheme1-1736152586058":{"__typename":"CachedAsset","id":"theme:customTheme1-1736152586058","value":{"id":"customTheme1","animation":{"fast":"150ms","normal":"250ms","slow":"500ms","slowest":"750ms","function":"cubic-bezier(0.07, 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MSFT 365 Defender - Email & Collaboration email preview not working","moderationData":{"__ref":"ModerationData:moderation_data:3714602"},"body":"

Hey there dmk199 ! - thanks for reaching out.

\n

 

\n

There are two things which spring to mind here, firstly, you'll need to have the \"Preview\" role (permission) - detailed here: The Microsoft Defender for Office 365 email entity page - Office 365 | Microsoft Learn

Also, any messages delivered externally, such as to on premises, will not be able to be previewed, as they do not exist in your Exchange Online instance anymore.

Thanks

\n

 

\n

Ben.

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dmk199 

 

Also seeing this in the last few days. Global admin with Purview permissions too.

 

The difference is that this tends to happen on emails that are being investigated for phishing so that we can determine if the email is actually a phishing email or the user is being overzealous with the reporting phishing button.

 

Makes it difficult to investigate if a soft deletion stops it from being previewed. Maybe it's always been like this but it's only in the last few days that it's becoming increasingly noticeable. 

 

Also note that \"Download email\" fails on this too. Nothing happens.

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NCJC122This issue is still ongoing and it's extremely frustrating since it means everything can't be completed within the portal& using the builtin investigation & response cooling.  A workaround, to at least view the messages, I've got it so to set up email reports to also go to one of our mailboxes. If the message is missing, we can at least find it by going through that mailbox.   

 

This is also extra frustrating because if you're in the user reported messages tab of Submissions, you can't mark the message appropriately.   and yeah as you note, it really means you (or more likely the user who reported it) can't soft delete until AFTER the investigation is done.  It doesn't help that Microsoft itself seems to have set up the report button to the delete message when the user reports it.

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its not convenient
hope they can fix it soon","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"59","kudosSumWeight":0,"repliesCount":0,"postTime":"2023-10-19T10:20:33.782-07:00","lastPublishTime":"2023-10-19T10:20:33.782-07:00","metrics":{"__typename":"MessageMetrics","views":15625},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:2308820":{"__typename":"User","id":"user:2308820","uid":2308820,"login":"vknsm","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2024-02-13T06:46:59.209-08:00","confirmEmailStatus":null,"registrationAccessLevel":null,"ssoRegistrationFields":[]},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://techcommunity.microsoft.com/t5/s/gxcuf89792/m_assets/avatars/default/avatar-2.svg"},"rank":{"__ref":"Rank:rank:37"},"messagesCount":2,"kudosGivenCount":0,"kudosReceivedCount":0,"kudosWeight":1,"ssoId":null,"followersCount":null,"solutionsCount":0},"ModerationData:moderation_data:4175899":{"__typename":"ModerationData","id":"moderation_data:4175899","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"User:user:2690379":{"__typename":"User","id":"user:2690379","uid":2690379,"login":"snewman2210","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2024-09-28T13:31:59.925-07:00","confirmEmailStatus":null,"registrationAccessLevel":null,"ssoRegistrationFields":[]},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://techcommunity.microsoft.com/t5/s/gxcuf89792/m_assets/avatars/default/avatar-11.svg"},"rank":{"__ref":"Rank:rank:37"},"messagesCount":1,"kudosGivenCount":0,"kudosReceivedCount":0,"kudosWeight":1,"ssoId":null,"followersCount":null,"solutionsCount":0},"ForumReplyMessage:message:4175899":{"__typename":"ForumReplyMessage","id":"message:4175899","revisionNum":1,"author":{"__ref":"User:user:2308820"},"readOnly":false,"repliesCount":1,"uid":4175899,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:MicrosoftThreatProtection"},"parent":{"__ref":"ForumTopicMessage:message:3713532"},"conversation":{"__ref":"Conversation:conversation:3713532"},"subject":"Re: MSFT 365 Defender - Email & Collaboration email preview not working","moderationData":{"__ref":"ModerationData:moderation_data:4175899"},"body":"Hello, maybe you have any new about this issue? We still can't preview or download emails from Explorer","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"103","kudosSumWeight":0,"postTime":"2024-06-25T12:51:29.206-07:00","lastPublishTime":"2024-06-25T12:51:29.206-07:00","metrics":{"__typename":"MessageMetrics","views":5379},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjQuMTB8Mi4xfG98M3wxMDc6MCwxMzI6MXwx","node":{"__ref":"ForumReplyMessage:message:4257675"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:4257675":{"__typename":"ModerationData","id":"moderation_data:4257675","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:4257675":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:2690379"},"id":"message:4257675","revisionNum":1,"uid":4257675,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:MicrosoftThreatProtection"},"parent":{"__ref":"ForumReplyMessage:message:4175899"},"conversation":{"__ref":"Conversation:conversation:3713532"},"subject":"Re: MSFT 365 Defender - Email & Collaboration email preview not working","moderationData":{"__ref":"ModerationData:moderation_data:4257675"},"body":"

vknsm I don't have any insight into lack of preview due to the message being deleted, but if you see an error message when you mouse over the preview link that indicates you need a role permission, this is where you can make that role change: 

Defender >System > Permissions > Email & Collaboration Roles  > Data Investigator

 

About Threat Explorer and Real-time detections in Microsoft Defender for Office 365 - Microsoft Defender for Office 365 | Microsoft Learn

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