Outlook Messages Not Visible Sometimes.

Hi Experts,

         A strange problem here with outlook (but then outlook is a bit strange).

Anyway firstly I should set the picture, outlook (2016 365 subscription) has been reinstalled completely two times without success.

Email provider has been contacted and setting verified.

The email account works correctly on out mobile phones (ios).

Right here's the problem ..

Defining the IMAP account is not difficult (as I run a server I've probably done so or explained the procedure at least 100 times), so I define the IMAP account in Outlook.

After definition the account sychronises as it should and all of the synchronized folders and content appear as they should; Except not the INBOX, nothing shows in the INBOX.

Well not usually but here's the exception; If I use the searchbar and type in a search  (I normally use the letter 'a' because the letter a will appear in most emails) then the inbox contents appear as part of the search results, I firstly assumed that it is finding these results in a different folder but its not, there are no outlook automatic 'move to folder' rules active.

The default view on the mailbox is ALL.

I've had a session with a Microsoft Techy and he messed around with a few things but came up with the same result ?  

Thank You ..
Chris ColemanAsked:
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Andrew LeniartIT Consultant & Freelance JournalistCommented:
Strange. Have never heard of that happening before.

Have you tried disabling all add-ins in Outlook?

Tried running Outlook from the Run box with "Outlook.exe /safe" switch?

This Intermedia article I found claims this is a known bug and offers a workaround that could be of some help to you. Steps shown below for convenience;

It is a known issue of Outlook 2013/2016 connecting via IMAP.

Symptoms:

*Mail isn't populating
*Sent Items, Outbox, Junk Email folder etc. show up as the subfolders of the Inbox folder.

Until Microsoft releases an update to fix the issue, use the following workaround:

In Outlook 2013/2016, navigate to Home > Info > Account Settings > Account Settings:

2211_2.png
Sent Items, Outbox, Junk Email folder etc. show up as the subfolders of the Inbox folder.

Select the IMAP account and click Change (or double-click the IMAP account name)

Navigate to More Settings > Advanced and enter INBOX in the Root folder path field

2211_3.png
Click OK > Next > Finish

All default folder will show up as top-level ones and mail will start populating to the Inbox folder.

Hope that's helpful.

Regards, Andrew
Chris ColemanAuthor Commented:
Andrew, thanks for that but unfortunately I already did that - ie. changed the imap root folder to INDEX, that was the first thing I tried before reinstalling office for the first time.

Maybe I'll try it again next time I visit the customers office, I could have been a bit hasty before.

It's a bit strange that I don't have this problem with other 2016 Outlook clients on different PCs - I'm wondering if there's something wrong with the customers mailbox (on the server) ?

Thanks,
Chris.
Andrew LeniartIT Consultant & Freelance JournalistCommented:
I'm wondering if there's something wrong with the customers mailbox (on the server) ?
Always possible and worth checking Chris. Good luck with that .. please let us know how you go.
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Chris ColemanAuthor Commented:
Well the customer tells me that this is an ongoing problem, which was extant before they renewed the office PC - Must be the server setup, or an error in the mailbox  !

Next time I'll try to connect a new imap account on their PC _ from a different host, that'll be next week - we're snow bound right now _  ?

Chris.
Andrew LeniartIT Consultant & Freelance JournalistCommented:
Next time I'll try to connect a new imap account on their PC _ from a different host

Try it with Gmail. I've just published a detailed step by step tutorial with screenshots on how to do that in this article. See if that help?

Regards, Andrew
Chris ColemanAuthor Commented:
Well I have already set up a test for tomorrow  -

Firstly with a new email account on the same server, and secondly with an email account on my own server.

If that goes to plan will delete the failing account and restore the emails to a new account with the same name as the old deleted one.

We need to use the same domain name for the email account (it reflects the website name), therefore Gmail is not appropriate.

But thanks for the suggestion.

Chris.
Chris ColemanAuthor Commented:
Ok - well regarding the tests ..

The new imap account on the same server had the same problems.

An imap account on my web server did not have any problems.

I don't really understand why, except maybe because the software on the failing server is probably way out of date.

Will discuss with client next week but probably going to move  emails and website to a different server.
Andrew LeniartIT Consultant & Freelance JournalistCommented:
I would surmise that it's a problem with the connecting server as well Chris. As I've said, I've not had this problem using Gmail which is why I suggested doing a test IMAP connection with Gmail's server. Good luck with it and please do update us on the result.
Andrew LeniartIT Consultant & Freelance JournalistCommented:
I would surmise that it's a problem with the connecting server as well Chris. As I've said, I've not had this problem using Gmail which is why I suggested doing a test IMAP connection with Gmail's server.
Any update on this problem Chris? Have you tried my suggestion?

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Chris ColemanAuthor Commented:
Hello Andrew and Apologies for the delay ..

Well I tested an IMAP connection with a different server and it worked well - It was not a gmail account but thats not so important.

It worked ..

Chris.
Andrew LeniartIT Consultant & Freelance JournalistCommented:
Thanks for the update and returning to close your question Chris. Glad I was able to help.
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