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Why are emails imported as IMAP not appearing in O365 account on iPhone

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Last Modified: 2020-06-22
Hi All,
I have a client who I migrated to O365. They were previously using an email account provided by Spectrum/Road Runner that was set up on their PC in the Outlook desktop app as IMAP.

I exported the Road Runner emails into a PST file. I then set up a new custom domain and email in O365 then added the O365 email account (using a new Outlook Profile) to Outlook desktop. I then imported the Road Runner PST file into the new account.

On the Outlook desktop app, I can see all the emails and email folders that were imported into the new account. When I check my client's iPhone (which I also set up the new O365 account) I do not see any of the imported emails or folders.

Can someone assist with fixing that?
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FOXActive Directory/Exchange Engineer
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Top Expert 2015

Commented:
Is the user using Outlook for IOS, and if so, the latest version?

Author

Commented:
On the iPhone, Apple Mail
FOXActive Directory/Exchange Engineer
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Commented:
Test with Outlook for IOS, once installed checked both focused inbox and other

Author

Commented:
Gotcha. I'll update early next week

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Scott FellDeveloper
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Commented:
Jackie is spot on.

The first step is to make sure you can go to office.com and open up outlook online.  You should see the emails there.  If not, then you will not see anything in the ios app.

Once the everything is synced and you can see it in outlook.office.com, next thing is to download outlook in the app store.

One thing I find that can confuse people is when you sign in to anything Microsoft365, you are asked if it is personal or business/education. Often times people just click without looking and end up clicking on personal. This will prevent you from viewing the 'business' side of things.  

Author

Commented:
I can log into my clients O365 OWA and see the IMAP folders and emails that were imported 
Scott FellDeveloper
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Commented:
You can go to    https://outlook.office.com/mail/inbox  and view the mail?

That is a good start.

I suggest removing any account information from the apple device. Do not use apple mail, use outlook for ios.  
Scott FellDeveloper
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Fellow
Most Valuable Expert 2013

Commented:
If you go to  https://outlook.office.com/mail/inbox  and at the top, click on the gear for settings and search Manage Mobile Device, you will get a link that will include a QR code for your phone to scan. That may speed things up.

Author

Commented:
I'll give that a shot tomorrow when I contact my client 
Udara PeirisSystem Engineer
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Commented:
I think you may attached pst file instead of importing.
If that so, you need to import pst mails to O365 mailbox.
Already you have imported, it will be take some time to sync.
Following guidance may be helpful regarding Import PST file into Office 365.
https://lazyadmin.nl/office-365/import-pst-file-into-office-365/ 

Author

Commented:
@Udara
I didn't mount the PST I imported it and there has been ample time for it to sync
*If I mounted the PST the contents would not show up in the OWA. 

Author

Commented:
My client installed Outlook for iOS on his iPhone but does not see the previously imported emails. I will try installing the Outlook Mobile App on my phone and see if I get the same result and will update.

It may be that Jackie Mann has the solution:  https://docs.microsoft.com/en-us/microsoft-365/compliance/importing-pst-files-to-office-365, but man what a process....
Scott FellDeveloper
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Commented:
Hold off on the app.

If you go to office.com and log in, do you see the mail there?  Once you have that solved, you can then make sure he is logging into the app with the correct credentials.

The easiest route may be to just log in to office.com, go to outlook and import the mail from there. 

Author

Commented:
@Fell
So there is a PST import mechanism at office.com (for O365 email accounts hosted at Microsoft)? 
Scott FellDeveloper
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Commented:
Office.com > Admin Center > Exchange > Recipients > Select Recipient > Migration
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Commented:
The best practice is to use PST migration tool from Microsoft.

Author

Commented:
So:
>Using the Outlook app (on iOS and Android) and setting up my client's email account does not show the imported Folders/Emails.
>I confirmed that when I log into OWA, the imported Folders/Emails are there. They are listed under 'Folders' in the left hand margin
FOXActive Directory/Exchange Engineer
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Commented:
Verify if ActiveSync is enabled on this mailbox
Open powershell in o365 and run the following command

Get-CasMailbox "emailaddressoftheuser" | Select ActiveSyncEnabled
Scott FellDeveloper
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Most Valuable Expert 2013

Commented:
To confirm, if you/client go to office.com using private browsing where you are forced to log in, then log in and at the prompt for Personal or Business/Education, you have selected the appropriate item. If you have a business account with Microsoft35, you can still use the "Personal" but you will not have access to those items for business and vice versa.

Then,using the outlook app on the iphone, you have also logged in to the Microsoft account and selected the same personal or business?

Using a different username or same username and selecting personal and not business (or the other way around) seem like the only reason they would not sync.  

https://support.office.com/en-us/article/set-up-email-in-outlook-for-ios-mobile-app-b2de2161-cc1d-49ef-9ef9-81acd1c8e234 

Author

Commented:
I appreciate everyone's patience. I am a field tech and spend about 10-12 hours a day on-site troubleshooting other tech issues.
@Fox
Confirmed Exchange ActiveSync is active

@Scott Fell
Your path:
Office.com > Admin Center > Exchange > Recipients > Select Recipient > Migration
Using the Migration Wizard you mentioned, will this duplicate the imported email folders/emails?


Scott FellDeveloper
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Commented:
Using the Migration Wizard you mentioned, will this duplicate the imported email folders/emails? 

I believe so.  I have been stuck like this in the past and just wiped the account after making sure I have the original emails as a back up either in a pst file or the old email server.

I know it sounds counter intuitive to start over instead of trying to fix something, but this is what works.  MS365 has different ways to get tripped up and starting over has just worked.

However, I wouldn't suggest doing this in your case and the reason is you mentioned that you can go to office.com, then click on outlook to view outlook online and view the same emails that are also on the outlook desktop app.  That means everything is working.

So the next step I would take is what Fox  mentioned here  https://www.experts-exchange.com/questions/29184604/Why-are-emails-imported-as-IMAP-not-appearing-in-O365-account-on-iPhone.html#a43101359 .

Ditch apple mail and install outlook app. I had a similar issue with an ios user and that worked. 

Author

Commented:
I'm thinking I can:
1) Backup the account to a local PST
2) I can isolate the uploaded PST email and delete it
3) Run the Migration Wizard - I still have access to the original PST file that contained the old ISP Folders/Emails


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