Why are emails sent to a shared mailbox not appearing?

Question

Hello,

There is an issue with viewing emails in a shared inbox. I'm performing a message trace and see that emails are being delivered successfully to the shared inbox. The problem is that when users search for the email in Outlook, it's not showing up. It only appears on the web version. Is there a reason why this happens and is there a solution?

Thank you,

Kareem

Answer 1

Hi @ Kareem Culbertson 

Welcome to our forum!

Do you mean all emails could not display in the shared mailbox or the users could not search specific emails in the shared inbox on outlook for web?

If you mean that all emails could not display in the shared mailbox, it is recommended that you remove and re-add the shared mailbox to see if the issue persists.

• Remove: Right click shared mailbox folder>Remove shared mailbox
• Re-add: Click ‘…’ on the left of the Folder >Add shared folder or mailbox>Add the shared mailbox

If you mean that the users could not search specific emails in the shared inbox, based on my research, when the scope of search is All Folders, it is more difficult to find emails in a shared inbox. Therefore, it is suggested that please limit your search to Inbox of the shared mailbox when searching for the emails.

 

Hope it helps!

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Answer 2

Thanks for the response Joan. I was referring to your second point. A user searches for specific emails from an email address but nothing appears on the desktop version. The emails can only be seen on the web version for some reason.