Outlook sent emails disappeared and new ones not copying to sent box

Question

Outlook sent emails disappeared and new ones not copying to sent box

Rose Steele 5

After a computer crash I reinstalled Office 365 and Outlook but all sent emails from my custom domain name email address disappeared and new ones will not go to sent box. It's a gmail alias that is linked to my website (created with Wix). Sent messages still appear on gmail and on the outlook account on my laptop, but nothing sent through my desktop goes to the sent box on the desktop machine. I've checked the options and the correct box is checked. Desktop version is 2306 build 16529.20154 and laptop is 2306 build 16529.20164. I would like to recover the sent emails onto the desktop and make sure the new ones are being copied to the sent box.

ChristyZhang-MSFT 26,126 Reputation points Microsoft External Staff

2023-07-19T01:30:04.7466667+00:00

Hi @Rose Steele ,

Welcome to our forum!

Do you enable "Save copies of messages in the Sent Items folder" option via File>Option>Mail>under Save messages?
Rose Steele 5 Reputation points

2023-07-19T01:53:18.9833333+00:00

yes, absolutely, I have always had it that way, and until the crash/reinstall it has worked. I've checked it too, to make sure. Now not only are the old ones gone, new ones not being saved, but really weirdly ONE email from today was copied to the sent box. Only one.

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ChristyZhang-MSFT 26,126 Reputation points Microsoft External Staff

2023-07-19T01:30:04.7466667+00:00

Hi @Rose Steele ,

Welcome to our forum!

Do you enable "Save copies of messages in the Sent Items folder" option via File>Option>Mail>under Save messages?
Rose Steele 5 Reputation points

2023-07-19T01:53:18.9833333+00:00

yes, absolutely, I have always had it that way, and until the crash/reinstall it has worked. I've checked it too, to make sure. Now not only are the old ones gone, new ones not being saved, but really weirdly ONE email from today was copied to the sent box. Only one.

Answer 1

ChristyZhang-MSFT 26,126 Microsoft External Staff

Hi @Rose Steele ,

Thanks for your reply!

How did you add you Gmail account in Outlook client? As IMAP or POP?

Based on my research, i found two Sent items folder of Gmail in Outlook:

One is the Sent Items folder at the same level as Inbox
One is the subfolder Sent Mail under Gmail

If you don't find the sent emails in Sent Items folder, please expand the Gmail folder to check if they are in Sent Mail folder.

If the sent emails are still not shown in the subfolder Sent Mail under Gmail, please log in to Gmail.com labels setting and set the folder in the Gmail.com where you can view the sent mail to be visible in the client. Just enable the sent folder to show and Show in IMAP.

Hope to help you!

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Rose Steele 5 Reputation points

2023-07-21T16:03:32.1233333+00:00

This may be a repeat, because my comments disappeared after I hit submit. The gmail setting were already as suggested, and there is only one sent box under that email address in Outlook - it's under gmail, rather than under my gmail alias, which shows only an in box.
ChristyZhang-MSFT 26,126 Reputation points Microsoft External Staff

2023-07-25T09:04:06.32+00:00

Hi @Rose Steele ,

Thanks for your reply!

Does this issue occur with other Gmail accounts?

Please check the below account setting and confirm "Don't save copies of sent items" option is not selected.
Rose Steele 5 Reputation points

2023-07-25T16:58:26.59+00:00

Wow! I swear I've checked that setting before, but it was checked. Unfortunately, unchecking it did NOT solve the problem. Drat. I unchecked it, sent a test, closed Outlook and opened it again (double checked setting) and sent another test but neither was saved in the Sent folder.
Rose Steele 5 Reputation points

2023-07-25T16:59:20.5233333+00:00

And I only have one gmail account. My other account is comcast.net
ChristyZhang-MSFT 26,126 Reputation points Microsoft External Staff

2023-07-28T08:02:29.0833333+00:00

Hi @Rose Steele ,

Thanks for your reply!

Sent messages still appear on gmail and on the outlook account on my laptop

It's suggested that you could compare the configuration on laptop and your current desktop machine and check if there're any differences.

If everything is same, it's suggested that you could try to create a new profile(Control Panel>Mail>Show Profiles>add) and add the account for testing to check if there are some differences.
Rose Steele 5 Reputation points

2023-07-28T20:53:08.0833333+00:00

Those are great ideas and I will try them today or tomorrow. Thanks for you continued attention to my problem - I really appreciate it.
ChristyZhang-MSFT 26,126 Reputation points Microsoft External Staff

2023-08-01T01:43:25.4233333+00:00

Hi @Rose Steele ,

I am writing to see how everything is going on with this thread, is this issue resolved now? If so, would you mind marking the helpful post as an answer? Which would benefit others who also has similar issues in forum.
Rose Steele 5 Reputation points

2023-08-01T05:37:19.7366667+00:00

Not resolved yet; I was out of town on business and have not yet tried your last suggestion. Thanks for checking.
Rose Steele 5 Reputation points

2023-08-01T23:12:27.4966667+00:00

Can you provide more guidance about adding a profile? Do you mean Windows Control Panel/User Accounts/Mail/Show Profiles, add? Then create a new profile with a new name? Like Rose2 or something? Then enter the email that has the problem and all its setup info, then tell General to prompt for a profile. Should I enter the info for both email addresses so I don't have to do it later? Then close and reopen outlook and use the new profile and see what happens? If it works, can I go back, delete the old one and rename the new one? As you can see, I'm very hesitant to make changes for fear of making things worse. Also my current profile is called Outlook, which I assume is a default. If my new one has some custom name, will I need to change any paths for anything? thanks.
ChristyZhang-MSFT 26,126 Reputation points Microsoft External Staff

2023-08-03T07:59:56.4733333+00:00

Hi @Rose Steele ,

Then close and reopen outlook and use the new profile and see what happens?

The steps you mentioned are all correct. Just do it.

If it works, can I go back, delete the old one and rename the new one?

Yes, you can.

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Outlook sent emails disappeared and new ones not copying to sent box

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