Incorrect number of unread emails

Dear SasanS,

 

Thank you for posting in Microsoft Community.

 

According to the scenario, I recommend you sign in Outlook Web App to make sure the number of unread emails in shared mailbox displays correctly. And please confirm with other members of the shared mailbox to see if it shows incorrect number as well in their Outlook desktop client.

 

(In Outlook Web App, click "Folder" and select "Add shared folder" to add shared mailbox to Outlook Web App)

I firstly tested it in my environment but failed to reproduce your scenario, I think it may be related with specific Outlook desktop client.

 

In Outlook desktop app, please try to manually check updates for Microsoft 365 Apps: In Outlook -> File -> Office Account ->Update Options -> Update Now (if there’s no Update option on your desktop client, may be organization admin disabled it), after done, please reboot Outlook to check result.

 

In Outlook -> File -> Account Setting -> Account Settings -> select your account and click “Change”, please check Exchange Cached mode setting “Download email for the past [time range] ” and check if all unread emails are within this range. Based on my experience, if some of unread messages aren’t within this time range, Outlook desktop app doesn’t count the number of them, Outlook desktop apps shows the total number of unread emails within that time range for shared mailbox.

 

If there’s any update, welcome back and feel free to share with us. We look forward to your reply.

 

Sincerely,

Etta Ma MSFT | Microsoft Community Moderator

Hi Etta,

Thank you for your reply.

I have tried all you've mentioned but no success. The number of unread seems to be for this user only and it is correct on OWA but wrong on the desktop version. I have searched a lot and people who seems to be having the same issue have noted that re-installing Outlook hasn't help either. The notes Outlook is the latest version.

Regards,

Sasan

Dear SasanS,

Thank you for posting in Microsoft Community.

According to the scenario, I recommend you sign in Outlook Web App to make sure the number of unread emails in shared mailbox displays correctly. And please confirm with other members of the shared mailbox to see if it shows incorrect number as well in their Outlook desktop client.

(In Outlook Web App, click "Folder" and select "Add shared folder" to add shared mailbox to Outlook Web App)

I firstly tested it in my environment but failed to reproduce your scenario, I think it may be related with specific Outlook desktop client.

In Outlook desktop app, please try to manually check updates for Microsoft 365 Apps: In Outlook -> File -> Office Account ->Update Options -> Update Now (if there’s no Update option on your desktop client, may be organization admin disabled it), after done, please reboot Outlook to check result.

In Outlook -> File -> Account Setting -> Account Settings -> select your account and click “Change”, please check Exchange Cached mode setting “Download email for the past [time range] ” and check if all unread emails are within this range. Based on my experience, if some of unread messages aren’t within this time range, Outlook desktop app doesn’t count the number of them, Outlook desktop apps shows the total number of unread emails within that time range for shared mailbox.

If there’s any update, welcome back and feel free to share with us. We look forward to your reply.

Sincerely,

Etta Ma MSFT | Microsoft Community Moderator

Hi Etta,

So sorry for delay.

If we make one unread in Outlook app it will reflect on OWA.

For the screenshot, I'm sorry due to confidentiality, I can not share any screenshot. It won't be allowed.

Regards,

Sasan

Dear Sasan,

If you have any question, welcome back and contact me at any time. Have a wonderful day!

Sincerely,

Etta Ma MSFT | Microsoft Community Moderator

Dear Sasan,

I apologize for not replying to you in time.

May I collect one screenshot of symptom in Outlook desktop app and corresponding one in Outlook Web App, so that I can compare with them for checking?

Further, if this affected user scrolls down to check each unread message in shared mailbox’s Inbox in Outlook desktop app, whether the totally number in Inbox is consistent with that shown next to the Inbox folder or with that in Outlook Web App? If convenient, please let this user mark one email as Unread in shared mailbox in Outlook desktop app, and then check if change can reflect to Outlook Web App and other members’ end. If there's any update, you can share with us at any time.

Sincerely,

Etta Ma MSFT | Microsoft Community Moderator