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Error: cannot expand the folder ( Outlook)

Anonymous
2018-07-23T19:18:20+00:00

One our user A tried to open a shared folder with mails in Inbox of Outlook 2016 (Office 2016, Window 10), she received error message "cannot expand the folder. Microsoft outlook cannot access the specified folder location". The shared folder owner by user B in Inbox of Outlook 2013 ( Window 7), user B gives permission " publishing author" with "folder visible" checked to user A.

Why this happened? how to fix it?

Outlook | Windows | Classic Outlook for Windows | For home

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  1. Anonymous
    2018-07-25T10:02:46+00:00

    Hi jLiangCMHA,

    Based on my experience, you can try to turn off the cache mode and check whether it works, it will update the mailbox with the server that runs Microsoft Exchange, for avoiding Outlook running slow, remember to re-turn on the cache mode after the process.

    1.     Click File > Account Settings > Account Settings.

    2.     Click your Office 365 account, and then click Change.

    3.     Under Offline Settings, uncheck Use Cached Exchange Mode.

    4.     Exit, and then restart Outlook.

    The further detailed steps you can also refer to this link:

    https://support.office.com/en-us/article/turn-on-cached-exchange-mode-7885af08-9a60-4ec3-850a-e221c1ed0c1c

    Moreover, to better help you, I need to collect more information for further investigation.

    1.     Please try to open the outlook in safe mode which disables the add-ins and check whether user A can access this folder successfully.

    2.     Is the user A was configured as a primary account in Outlook client?

    3.     What’s your outlook client version?

    Regards,

    Bryan

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  1. Anonymous
    2018-07-25T13:33:11+00:00

    Hi jLiangCMHA,

    Based on my experience, you can try to turn off the cache mode and check whether it works, it will update the mailbox with the server that runs Microsoft Exchange, for avoiding Outlook running slow, remember to re-turn on the cache mode after the process.

    1.     Click File > Account Settings > Account Settings.

    2.     Click your Office 365 account, and then click Change.

    3.     Under Offline Settings, uncheck Use Cached Exchange Mode.

    4.     Exit, and then restart Outlook.

    The further detailed steps you can also refer to this link:

    https://support.office.com/en-us/article/turn-on-cached-exchange-mode-7885af08-9a60-4ec3-850a-e221c1ed0c1c

    Moreover, to better help you, I need to collect more information for further investigation.

    1.     Please try to open the outlook in safe mode which disables the add-ins and check whether user A can access this folder successfully.

    2.     Is the user A was configured as a primary account in Outlook client?

    3.     What’s your outlook client version?

    Regards,

    Bryan

    Thanks

    4 people found this answer helpful.
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  2. Anonymous
    2018-07-24T12:39:20+00:00

    It only happened on Outlook 2016, not in Office 365 account. It is not happen in Outlook Web App. The error message shows  "cannot expand the folder. Microsoft outlook cannot access the specified folder location", the two users who shared folder are Outlook 2016 (Office 2016, Window 10),and Outlook 2013 ( Window 7),

    1 person found this answer helpful.
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  3. Anonymous
    2018-07-24T11:03:34+00:00

    Hi jLiangCMHA,

    Based on the error message, If you are using Office 365 account, you can try to use Support and Recovery Assistant for Office 365(SaRA). This app can help with apps and services issues. if there are any error message in the process, please provide the screenshot to us, if SARA didn’t solve this issue, SARA will provide you the detailed solutions, you can follow up the instructions yourself or provide the screenshot to us. We can solve this issue together.   

    If issue persists after using SaRA, to better help you, we may need to collect more information.

    1.     Please check whether this issue will happen in Outlook Web App.

    2.     Does the shared folder represent the shared mailbox or other folder?

    3.     Please provide us the screenshot of the error message.

    4. What’s your outlook client version? Please provide us your detailed Outlook version refer to this link, like **** Version 1806 (Build 10228.20104 click to run) Monthly Channel.

    Thanks,

    Bryan Cheng

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