Emails Received and showing up in search, but are not in a folder

Question

We have a single user that is having an issue. When certain external email addresses reply to their emails, the email is received, can be found by searching, but does not show up in any folder. In fact, the location of the email is listed as the user's email address (USER@keyman .com).

To this point I have done tracing, etc. but cannot determine a good reason for why this is happening.

Answer 1

Hi @Robert Green ,

For emails do not show up in folders:

I recommend that you check your Outlook Local and web, if there is a rule that moves your received emails somewhere to another folder.

Answer 2

Hi @Robert Green ,

Welcome to our forum.

For emails do not show up in folders, would you help collect the following information:

1. Does it show up fine in OWA?
2. When you type in the keywords for the search, click to the right and choose "All Outlook Items" and search, is this message location displayed in the result window?
3. It could be a View or Filter issue. Please check if there are any filters.
   View > current view > view settings > filters. If so, turn off or remove the filter.
4. If this error persists, you could also try resetting the view.
   View > current view >Reset view.
5. If none of the above suggestions work, you could finally recreate the Outlook profile.

Besides, you could also refer to this similar thread: message-not-showing-in-normal-inbox-but-does-show-in-search-folder-or-if-i-do-a-quick-search

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Answer 3

Worked out. I found a rule that had been set.

Answer 4

Hey Just try the below steps:

1. Check and disable any email rules or filters that might be redirecting emails.
2. Review sorting options to ensure emails are organized correctly.
3. Disable third-party add-ons or plugins temporarily.
4. Verify there are no email forwarding settings causing the issue.
5. Check the junk/spam folder for missing emails.
6. Test with a different email client to see if the problem persists.

I hope it helps!!