outlook , 365

I am seeing for 1 user that emails are not showing up in his sub folders in his outlook 2016.it is in cached mode

i cant change to online mode because we have a GP set up.

we save the .ost files, the path looks correct

we have mail boxes in 365,
owa works fine for the same user.

i checked any filters in his outlook but found none

when i do a search in those subfolders, i get the emails but as soon as i come out from those subfolders

emails are gone.

so basically it is not saving emails in those subfolders. it downloads from 365 that is all

any thing i need to check.
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Andy MIT Systems ManagerCommented:
Check the mail to keep offline option - if it's  short time frame (i.e. few months) it will only cache emails for the last few months. We've come across some bizarre behavior with 365 and this - sometimes simply increasing or setting to all can solve missing items.
pramod1Author Commented:
what do u mean by simply increasing or setting to all ,

where should I do such steps?
Andy MIT Systems ManagerCommented:
Go into Outlook > File > Info > Account Settings > Account Settings and double click the primary Email account shown. There should be a slider near the tick box for Use Cached Exchange Mode entitled Mail to keep offline. Move it to the right to increase the amount of email cached onto the computer.
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Vasil Michev (MVP)Commented:
I would suggest creating a new profile altogether, as there might be some corruption in the current one. It's the "safest" solution. You can combine this with the "cache slider" setting Andy is talking about.
pramod1Author Commented:
Cache slider is greeted out and I recreated profile didn’t help
pramod1Author Commented:
Greyed out
timgreen7077Exchange EngineerCommented:
If it works correctly in OWA which does not use cache, then mostly likely the issue is the mail in that subfolder have exceeded the date time for your cached mail. So for example if you are caching mail for 30 days, and if the mail in that folder is older than 30 days it will be hidden because its not cached and you will have to click the show more mail link in order to view it. Once you leave that folder and go back it will be hidden again. This is by design and can't be changed unless you remove cache mode, or increase the number of days for cache

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