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Outlook web search "Your request can't be completed right now"

Anonymous
2025-02-04T10:43:33+00:00

We have a User (only one has reported this) who is unable to Search Outlook on the web. When Search terms are put in, the big magnifying glass appears for a while and then the message appears:

When using the full version of Outlook, the Search only works when viewing All Outlook Items, but when set to All folders or specific folders on the web, this message appears. This happens on multiple machines and in at least two different browsers. At least one machine and browser have been tested by another User, who does not have the same problem on them.

We have reset the PC profile and cleared all caches, but the error persists - seemingly just for this User. However, they cannot use the full version of Outlook as they teach in multiple rooms - some of which do not have the full Office 365 suite installed to save space on the limited drives.

This issue has only been happening since the start of this week. Previously, searching worked fine. The only other thing to note is that the mailbox is about 35GB in size, but I don't see why this should only just start impacting the User now.

Thank you.

Outlook | Windows | New Outlook for Windows | For home

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  1. Anonymous
    2025-02-04T14:13:52+00:00

    Hi, Denis Adshead1

    Good day!

    Thank you for posting to Microsoft Community. We are glad to assist you!

    According to your description, it sounds like a frustrating issue!

    First of all, we're appreciated for your multiple attempts and you did really good work for the basic troubleshooting methods.

    Based on your words "At least one machine and browser have been tested by another User, who does not have the same problem on them."

    At this moment, we're afraid that we could not give you other appropriate suggestion here. We do believe the issue has to be checked on the server-side.

    Since for our community that we're lacking the authority to access the backend. Therefore, it is best for you to login with your M365 administrator account and raise a ticket for this specific user. Thanks for your understanding and cooperation in advance!

    Image

    Ref-Get support - Microsoft 365 admin | Microsoft Learn.

    We believe Microsoft Online Tech support team will conduct in-depth of this given issue and assist you to resolve this issue soon.

    Thank you for your precious time and your understanding would be highly appreciated.

    Hope you all the best!

    Sincerely,

    Alex | Microsoft Community Moderator.

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  1. Anonymous
    2025-02-10T16:01:49+00:00

    We have received similar information from Microsoft support:

    "I have checked the service ID EX999898 and it is still an ongoing issue.

    Microsoft is fully aware about this service issue and engineers is on double time on fixing it."

    Good to know!

    2 people found this answer helpful.
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  2. Anonymous
    2025-02-10T10:56:09+00:00

    Good to hear it has been acknowledged, we are yet to hear back on our Microsoft ticket.

    1 person found this answer helpful.
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  3. Anonymous
    2025-02-10T10:47:14+00:00

    I raised a ticket with Microsoft regarding this. It isn't currently showing as an advisory for me in the M365 admin center, but support have shared the following:

    Microsoft 365 | EX999898

    Some users can't search for any email messages within Exchange Online

    2025-02-08 3:00:06 AM (CST)

    Status : Service degradation

    Title: Some users can't search for any email messages within Exchange Online

    User impact: Users can't search for any email messages within Exchange Online.

    Current status: We've identified a recent deployment to a portion of the service infrastructure that supports search functionality within Exchange Online, that correlates to when impact initially began for this event. While this deployment was running, a portion of the supporting service infrastructure operated inefficiently as the changes saturated. We've monitored service health telemetry, which indicates a majority of the affected service infrastructure has recovered as the deployment has completed. A portion of the affected infrastructure still remains impacted, and we're working to route service requests to a healthy portion of service infrastructure to fully remediate impact.

    Scope of impact: Your organization is affected by this event, and some users attempting to search for email messages within Exchange Online are impacted.

    Start time: Thursday, January 30, 2025, at 6:55 PM UTC

    Root cause: A recent deployment to a portion of the service infrastructure that supports search functionality was causing the service infrastructure to operate inefficiently while the changes from the deployment saturated, resulting in impact.

    Next update by: Tuesday, February 11, 2025, at 6:30 AM UTC

    1 person found this answer helpful.
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  4. Anonymous
    2025-02-05T11:00:49+00:00

    We are seeing the same issue with two users in our organisation, outlook on the web search doesn't work, Outlook (New) does however.

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