Email showing up in OWA but not Outlook

This morning we had a user whose email went back to basically "factory" conditions... all of their email and folders were completely gone in Outlook (Outlook here is Citrix based), however, when I logged them into webmail, everything was there.

Any ideas?
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owa is the mailbox which is saved on the microsoft server, normally if  its gone to factory condition this could be that the profile file in the users citrix session was removed this is done through control panel on the users citrix session and click on mail, show profiles and the profile listed is the users citrix mail profile

Has this only happened once  ?and also if you see them on owa and not on outlook have you done a full send and receive of the mailbox
Sekar ChinnakannuStaff EngineerCommented:
try to recreate user profile and give a try.

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