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


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,

BostonSemiEquipment-ITCorporate Information Technology ManagerAsked:
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AmitIT ArchitectCommented:
Run these commands from run box or cmd.

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

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:

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.

AmitIT ArchitectCommented:
Test with profile and OST removal first.
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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.

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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.
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