outlook 2013 or 2016 folder structure doesnt expand

i have a user who has many folders in outlook. she likes the folders expanded. whenever she gets a new email, moves an email, the folder structure collapses. it only happens to her account. it happens with outlook 2013 and 2016 and on any laptop we give her.

please advise
ttrbrtsnAsked:
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ttrbrtsnConnect With a Mentor Author Commented:
right clicked on root folder and chose sort subfolders a-z
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Lisa Hendrickson "CallThatGirl"MS Outlook ExpertCommented:
Is she on IMAP or Exchange?
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ttrbrtsnAuthor Commented:
exchange
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ttrbrtsnAuthor Commented:
found myself
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