Folder visible in OWA and Mobile device, but not Outlook 2013, however messages still exist in search

Experts,

I have done some initial research on this and coming up blank.

We have email configured with hosted exchange 2007 via AppRiver.  

A user can see all his self-created folders in OWA and on his iPhone, but not in Outlook 2013.  To make matters more interesting, the emails themselves still show up in outlook when you search, and even show the correct folder name in the grouping, but the folder itself is not visible.

What I have tried to far - searching for an email in the missing folder, openning it, doing and advanced search and then clicking "browse" which brings up the folder tree, but still doesn't show the folder in question.

I have also created a second profile on his laptop to pull down a fresh copy from exchange, but still no luck.

Help is urgently appreciated.

Best Regards,

-Chris
BostonSemiEquipment-ITCorporate Information Technology ManagerAsked:
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

x
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

AmitIT ArchitectCommented:
Run these commands from run box or cmd.

outlook.exe /resetfolders
check if that fixes, if not try this
/resetnavpane

If still not, remove office and reinstall again. check same user from same or another pc without cache mode. If it shows the folders, then OST is corrupt and need to be recreated again.
BostonSemiEquipment-ITCorporate Information Technology ManagerAuthor Commented:
Amit,

The commands didn't fix the problem.  I am testing from another PC now.  

If that works - do I really have to reinstall office 2013 or could I just delete the profiles and OST files?

Thanks for the help.

Chris
AmitIT ArchitectCommented:
Test with profile and OST removal first.
Making Bulk Changes to Active Directory

Watch this video to see how easy it is to make mass changes to Active Directory from an external text file without using complicated scripts.

BostonSemiEquipment-ITCorporate Information Technology ManagerAuthor Commented:
No Luck on another machine.  Now the messages don't even show up in OWA or his iPhone.
AmitIT ArchitectCommented:
Can you move user mailbox to another DB. Move and then check again. I suspect mailbox corruption issue.
BostonSemiEquipment-ITCorporate Information Technology ManagerAuthor Commented:
I think at this point we are just going to try a rollback from a couple days ago.  I have exported his current mailbox to a pst so that we can at least selectively recover some messages from the last couple days.

Thanks for the help
AmitIT ArchitectCommented:
Last option, I will create new mailbox and import the data. However, give a try by moving to another DB. 99% it will fix.
BostonSemiEquipment-ITCorporate Information Technology ManagerAuthor Commented:
This turned out to be a server side problem.  Someone on the users iphone he had hidden certain folders which gave them a status in exchange that would not sync with Outlook.  AppRiver had to restore on their end.

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
AmitIT ArchitectCommented:
Can you share, what was server side issue.
BostonSemiEquipment-ITCorporate Information Technology ManagerAuthor Commented:
None of the suggestions turned out to work.  While they were good ideas, it turned out not to be related to the problem.

I eventually worked it out with the hosted exchange provider.
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Exchange

From novice to tech pro — start learning today.