Outlook Inbox List Pane Scrolls Erratically with Arrow Keys

Question

I am running Office Professional Plus 2021 on Windows 11 (Build 22621).

This issue affects the email list pane in the Outlook desktop app. That is, the list of all emails in whatever folder (inbox, sent, deleted, whatever). As far as I know, this is the only place where the problem occurs. When looking at the list of emails in my inbox, I frequently like to use the arrow up/down keys to scroll through the list. One would expect that when you press the down-arrow key, the selection will move down one entry, every time. Sometimes it does, sometimes it moves down several lines, and sometimes it goes up. Same thing happens with the up-arrow key. It does not matter what the sort order is. I cannot see any logical reason for this erratic behavior, which I believe is a bug.

This is a new installation, and the problem existed from day 1.

Has anyone else seen this? Any way to fix it? Is Microsoft aware of this error? It is quite annoying.

Thanks

Answer 1

Hi @CraigD42 ,

Welcome to our forum!

In order to verify you issue, can you provide some related information?
What detailed version of our look are you using? (File > Office Account > About Outlook)
Does this question only occur on all accounts or on a specific account?

To avoid conflicts brought by add-ins, try running Outlook Safe Mode:
Press Windows key +R, type outlook /safe in running command
If Outlook safe mode works, disable the add-ins following steps mentioned below and determine the problem causing add-in:
a) Click on File menu, click Options, Add-ins, Go button besides Manage: Com-in Add.
b) Check if there are add-ins listed, clear the checkbox.
c) Close the Office program and restart it.
d) Disable each add-in one at a time, restart the Outlook, and repeat the above procedure.

Corrupted profiles can also cause problems, create a new profile to see if the problem reproduces:
Go to Control Pane > Mail > Show Profiles > Add, then add your account.

Please let us know if there has such update when you tried these steps.

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Answer 2

Hello,

same problem here. Installed a fresh Win11 and then Office 365.

If I use the arrow keys (up/down) in the list of emails (Outlook), it jumps sometimes over more than one email and sometimes in wrong direction (press key down and it jumps up or via versa).

• Microsoft® Outlook® für Microsoft 365 MSO (Version 2210 Build 16.0.15726.20188) 64 Bit
• Windows 11 Pro 22H2 22621.819

Thanks for help!

Answer 3

No solution for this yet, and after seeing this latest post I have to conclude this has nothing whatsoever to do with corrupted profiles. This is a fundamental error in either the app, or in Windows 11. Here's an update on the behavior I noticed.

The scrolling issue is also related to the mouse. When the arrow keys scroll the selection to the wrong position, moving the mouse over the list in Outlook causes the highlighted row to jump to where it should have been. You do not need to click anywhere or touch any keys, just move the mouse over the app window and the selection will jump to right place. And indeed if you press enter, the correct email opens. No way this is related to profiles.

Answer 4

Can confirm your latest update with the mouse. This only happens "When the arrow keys scroll the selection to the wrong position" or when I press key down and nothing happens, move the mouse and then it jumps one down.

Answer 5

Any resolution on this issue? I've been having the EXACT same problem on a brand new Dell XPS tower (32GB RAM, 12 core CPU, NVIDIA 3060Ti). I also have three brand new Lenovo laptops (P16 super high end, P1, high end, X13 portable). I am NOT having this issue on those machines. Same basic setup, same basic software installs. Extensive and exhaustive support calls with Dell and Microsoft Office support. Multiple OS reinstalls with slow and methodical reinstall of OS and Dell updates and driver updates. Could not identify any specific cause. I'm about to return this new Dell over this. I rely heavily on using the up and down arrows including shift and control modifiers to multi-select emails to delete or move. So, deal killer to live with this bug. Otherwise great machine, so I'd love to get a resolution. Very bizarre that this is only happening on a Dell, but not the three other brand new Lenovo's I have.