Sent mails disappeared

IniobongNkanga-8038 681

Hello

Please i need your help on this issue.

Since the 16.09. we had issues with my outlook. Now, the sent emails via one of our account are missing.

I guess this might be as a result of a migration of our email accounts to Microsoft and to work with this new Outlook.

1 answer

Alex Zhang-MSFT 1,600 Reputation points Microsoft Vendor

2024-10-07T05:12:18.83+00:00
Hello, @IniobongNkanga-8038,

Welcome to the Microsoft Q&A platform!

Based on your description, I understand that you are experiencing problems with sent messages disappearing after migrating your email account to Microsoft and using the new Outlook.

In order to find the key point of the problem and provide a solution more quickly, I would like you to answer the following questions if it is convenient for you.

Did you encounter any errors or anomalies during the migration? Were there any alert messages?

Do you see the “Sent Mail” folder in the Outlook Web App? Are the emails also disappearing from OWA?

Is that the only account that is experiencing the loss of sent emails? If so, are the emails lost for a specific period, or do all sent emails disappear?

According to the information you have provided so far, I suggest you send a test email with this account, and if it still does not show up in the sent emails, please go to Mail flow > Message trace in the new Exchange Admin Center and see if these emails have been successfully sent.

If the result shows that the delivery was successful and the recipient received the email, you can try the following solution to try to retrieve the sent email.

Enable or open the Save copies of messages in the Sent Items folder option again in Outlook according to Emails aren't saved to Sent Items - Outlook | Microsoft Learn.

Repair Outlook Data Files according to Repair Outlook Data Files (.pst and .ost) - Microsoft Support.

Reconfigure your email account according to Change or update email account settings in Outlook for Windows - Microsoft Support.

I hope the above will help you solve your problem. If your problem is still not solved, please reply to my question above in your free time, it will help to solve your problem soon.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Thank you for your support and understanding.

Best Wishes,

Alex Zhang
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IniobongNkanga-8038 681 Reputation points

2024-10-07T11:35:31.7033333+00:00

Hello Alex Zhang-MSFT

Thank you for your reply.

Did you encounter any errors or anomalies during the migration? Were there any alert messages?

ANSWER: No anomalies. I did this three times.

2. Do you see the “Sent Mail” folder in the Outlook Web App? Are the emails also disappearing from OWA?

ANSWER: There are "sent mail" folders on all devices. In the Web App I don't even have the email address to the account.

3. Is that the only account that is experiencing the loss of sent emails? If so, are the emails lost for a specific period, or do all sent emails disappear?

ANSWER: We have one more account has the same problem.

According to the information you have provided so far, I suggest you send a test email with this account, and if it still does not show up in the sent emails, please go to Mail flow > Message trace in the new Exchange Admin Center and see if these emails have been successfully sent.

ANWER: I sent several test mails. All the Outlook issues start on 16.09.; my calendar didn't synchronize between devices. After three weeks there are always new issues appearing. Hence is there a chance to find a final solution? We need the system running to work properly.

Enable or open the Save copies of messages in the Sent Items folder option again in Outlook according to Emails aren't saved to Sent Items - Outlook | Microsoft Learn

ANSWER: Since there are no sent items I cannot save them unfortunately and the following steps are not possible.

Alex Zhang-MSFT 1,600 Reputation points Microsoft Vendor

2024-10-09T08:28:48.75+00:00

Hello, @IniobongNkanga-8038,

Thank you for your prompt and patient reply.

It seems as though you are not experiencing any errors or anomalies during the migration process, so please pay more attention to the following points.

Please try to continue using the old Outlook client first, no problem then it's a problem with the new Outlook client.

You mentioned that there is another account that has the same issue, but you are unable to log into OWA because you do not have their email address. If possible, please have the target account log in to OWA using their own account to view sent messages and emphasize the use of message trace in EAC. Screenshots of OWA's Sent folder and message trace for sent messages may help us figure out if the emails were sent successfully and their current status.

Are the lost emails from Shared mailbox? They are saved in the Delegate's Sent item, please check the same.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Thank you for your support and understanding.

Best Wishes,

Alex Zhang

Alex Zhang-MSFT 1,600 Reputation points Microsoft Vendor

2024-10-11T08:16:50.0233333+00:00

Hello, @IniobongNkanga-8038,

Is there any update on this thread? If the issue has been resolved, please mark the helpful replies as answers, this will make answer searching in the forum easier and be beneficial to other community members as well. Thanks for your understanding.Best Wishes,

Alex Zhang

Alex Zhang-MSFT 1,600 Reputation points Microsoft Vendor

2024-10-23T01:26:00.3833333+00:00

Hello, @IniobongNkanga-8038,

If the answer is helpful please click on ACCEPT ANSWER as it could help other members of the Microsoft Q&A community who have similar questions and are looking for solutions.

Best Wishes,

Alex Zhang

Alex Zhang-MSFT 1,600 Reputation points Microsoft Vendor

2024-10-25T02:38:35.1833333+00:00

Hello, @IniobongNkanga-8038,

If an answer has been helpful, please consider accepting the answer to help increase visibility of this question for other members of the Microsoft Q&A community. If not, please let us know what is still needed in the comments so the question can be answered. Thank you for helping to improve Microsoft Q&A!

Best Wishes,

Alex Zhang
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