Email disappearing from Outlook 2013 using O365

Robert Wardlow
Robert Wardlow used Ask the Experts™
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Using Outlook 2013 with Office365. Large groups of email are missing. In the inbox sorted by date descending there a re big gaps of mail missing. Last month had quite a bit missing, more missing from the month before, then large gaps of many months with no email at all, then some from a year ago, then some from a couple years ago. Did the restore deleted items from the inbox and that restored a lot (mostly recent from the last couple of months)

Also receive this same O365 account to an Iphone and an Ipad.

I suspect it might be IOS device since I had a similar problem a while ago but in that case you could watch the email go away.

Any suggestions would be greatly appreciated.

Thank You
Bob
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Jackie Man IT Manager
Top Expert 2010
Commented:
If you logon to owa of office 365, do you see the missing emails?
Commented:
A feature called clutter was added which is unhelpful.

make sure this isn't enabled as you may find the email in there.
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Robert WardlowPresident

Author

Commented:
Thank you for your response Jackie. No the emails are not in OWA either. They seem to have been deleted.
Robert WardlowPresident

Author

Commented:
Thank you for your response RobMobility. The emails are not in clutter.
Robert WardlowPresident

Author

Commented:
This is not a couple of emails. this is weeks and months of missing email. Low priority and high priority emails.
IT Manager
Top Expert 2010
Commented:
Sign in to your account. For more information, see Sign in to Outlook Web App.

In your email folder list, right-click Deleted Items, and then click Recover deleted items.

Menu path to to access Recover deleted items dialog box in Outlook Web App

If necessary, use the search box to find the item you want to recover.

When you find the item, select it, and then click Recover.

Outlook Web App Recover deleted items dialog box.

Source: https://support.office.com/en-us/article/Recover-deleted-items-or-email-in-Outlook-Web-App-c3d8fc15-eeef-4f1c-81df-e27964b7edd4
Robert WardlowPresident

Author

Commented:
That is a great suggestion but how do I stop this from happening? this is not a one time event this is on-going. This is not one email but many many emails.

thank you
Jackie Man IT Manager
Top Expert 2010

Commented:
Setup a POP mail account in MS Outlook with leave mail on server setting enabled.

In doing so, you will have a copy of every emails in a computer.

Or

If your o365 account have access to archive feature, you can archive all important mails and denied the permission of the archive folder to the assistants.
Robert WardlowPresident

Author

Commented:
Thank you all for your suggestions but I am looking for an answer to why this is happening and stop it. I am not looking for a work around.
Jackie Man IT Manager
Top Expert 2010
Commented:
Is it a shared mailbox that more than one user is using the same mailbox?

There are many reasons and it would be difficult to stop the same happening unless you have setup the mailbox differently in different devices.

The most common reasons are user errors and virus / malware. Mailbox setup in mobile devices can be a problem but it is rare as most users will setup the mailbox as a POP account in mobile devices.

Also receive this same O365 account to an Iphone and an Ipad.

How did you setup the mailbox in iDevices? Do you use Outlook for iOS app?
NerdsOfTechTechnology Scientist
Commented:
FILTERS APPLIED?
I had the same thing happen to me and it turned out that filters ("filter applied") were on many folders (near the bottom left). After clicking "filtered applied" then clicking "clear all" the emails reappeared.

I'm not sure if this applies to you too. I figure it's worth a shot.

EXPIRATION SET?
Next, are the emails set to "expire after"?

DELETE FROM SERVER AFTER X DAYS?
Is remove from server after X day(s) checkmarked ?
Open Outlook.
Select File, then Info.
Click Account Settings.
Select the email account you are using on multiple devices then click Change.
Click More Settings….
Click Advanced.
Under the heading Delivery, CHECK Leave a copy of messages on server.
UNCHECK (OR CHECK and set X) remove from server after X day(s).


SECURITY BREACH?
Is there more than one device accessing the emails (and deleting them?). Maybe change your password?
NerdsOfTechTechnology Scientist

Commented:
Main points to Jackie for the undelete procedure (to recover) as well as the OWA check to determine the need for undelete; assist points to Rob for the clutter check, and to me for the filter, email expiration, disable email deletion from server (most likely in this case), security check (change password).

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