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Shared Mailboxes Refusing to be Opened, "Cannot Expand the Folder", After Power Outage.

Anonymous
2023-02-16T15:25:40+00:00

Hello everyone,

For the past few weeks since a power outage, several shared mailboxes have had issues expanding in the Outlook Desktop App. After opening and closing Outlook several times, they usually open after that, but this happens several times a week for several of my employees. I have tried the Quick and Online Repair tools, Removing them from the shared mailbox group and re-adding them, disabling the offline cache, and ensured they have the latest version of Outlook. I am at a loss here, sometimes these solutions work but this same issue will come back days later.

When I clock the drop down arrow, the error "Cannot Expand the Folder" comes up with no error code of any kind. Are there any other possible solutions I could try?

Outlook | Windows | Classic Outlook for Windows | For home

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  1. Anonymous
    2023-02-16T19:13:43+00:00

    Hello ZachC.2721,

    Thank you for posting to Microsoft Community.

    I understand that you have an issue where shared mailboxes are refusing to be opened with the error "Cannot Expand the Folder". My apologies for the inconvenience that this might be causing you.

    Can you kindly check through Outlook on the web whether you can access the shared mailbox with no issues? This will help us narrow down if the issue is with the Outlook app itself. Please see Open and use a shared mailbox in Outlook on the web - Microsoft Support for detailed steps.

    If there are no issues on the web, please have the user try to create a new Outlook profile. Sometimes, this could be caused by a corruption from the current profile. Please don't delete the old profile yet to prevent any data loss.

    You may as well try to disable Cached exchange mode in Outlook and monitor the behavior. This can be turned on again later. Turn on Cached Exchange Mode - Microsoft Support

    • Click File > Account Settings > Account Settings.
    • Click your Office 365 account, and then click Change.
    • Under Offline Settings, uncheck Use Cached Exchange Mode.
    • Exit, and then restart Outlook.

    You may as well repair your .PST or .OST file using the Inbox Repair Tool (scanpst.exe). Please see steps in. Repair Outlook Data Files (.pst and .ost).

    Please understand that our initial reply may not always immediately resolve the issue. However, with your help and more detailed information, we can work together to find a solution.

    Looking forward to your response.

    Best Regards,

    Ashraf

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