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Outlook for mac on Apple iMac. External emails coming in disappear. but show on the server and other devices.

Posted on 2015-01-18
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Last Modified: 2015-03-03
I have a user who has an iMac and a Macbook. We use Outlook for mac for email. The user reported back in september / october that their emails were disappearing in front of their eyes. They receive an email and it shows for a second but then disappears. We thought it was the view mode being set to conversation at first but that didn't change anything. We uninstalled outlook for mac and re-setup the account on a fresh install. we deleted the users AD & Exchange Account. Including the copy in the database which is kept for 30 days but marked for deletion.

Emails carried on disappearing on the iMac only. The Macbook and OWA are working fine and receiving and keeping all emails. We replaced the iMac with a brand new iMac installed Outlook for Mac, updated it to the newest update and copied the settings from the macbook so they are identical on both devices. (cannot really get it wrong as all the settings sync from the server and very little is set on the client itself.

We have the same problem using Apple Mail on the iMac. I guess this could be a permissions thing but then again why can this user access everything on the Macbook?

Still emails disappear. It seems to be external emails only. All internals come in and stay put. When we log into OWA all internal and external are there.

Due to replacing the device, completely deleting the users AD and Exchange Account and Mailbox; What could this be?

I suspect it is a setting on the iMac but we have replaced that so I'm pretty stumped! I have run Exchange Diagnostic tools but seem to get the Everything is all ok message when i do so.

We are also trying to obtain a copy of Outlook for Mac 2015. Its available to Office 365 users only at the moment. We have Office 365 but do not use it. We cannot access it at the moment but this maybe the answer.

If anyone could recommend some better diagnostic tools or something that could cause this i would love to know :)

Thanks in advance
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Question by:James Wilkinson
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Expert Comment

by:suriyaehnop
ID: 40556998
Sound similiar like the email account was set to personal folder instead on inbox. I face this issue before happened to group mailbox. Where one of the staff configure to forward the email to personal folder cause the email disappear from other inbox.
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Author Comment

by:James Wilkinson
ID: 40557194
Hi, Thanks for this. I will take a look and report back. Wouldn't this affect all devices if it was set?

Thanks

James
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Author Comment

by:James Wilkinson
ID: 40557642
Today after more digging i have found out that emails are moving into an On my computer folder on the Macbook.

After reading this article http://cumc.columbia.edu/it/howto/email/arch11.html It seems that this feature can be setup to reduce space on the mailbox on the server. However, myself or the user has not setup a rule and there are no rules on the end users devices which would move mail from the server mailbox.

I can hide this folder but i am worried that mail will still be moved into this location we just won't be able to access it. Is there a way to disable this feature?

Regards

James
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by:Bahloul
ID: 40559100
Hi,

Could you try in outlook navigate to view > Change View > click IMAP Messages .

Bahloul.
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James Wilkinson earned 0 total points
ID: 40622717
Hi, sorry for dead question... we fixed this. as initially expected the end user had incorrectly created some rules and even though they were not listed where expected we found them and deleted them. Everything is working as expected now.
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Author Closing Comment

by:James Wilkinson
ID: 40641362
This is the solution
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