Imap folder sync issue

Question

Hi,

I have some issues with Outlook with ne of my customer. Mainly, the problem occurs with my customer is triing to change the name of a folder or if he try to move a folder from one place to the other.

Each time, even if I click on "update folder list" or if i run forced sync (f9 key), the folder come back to its original place or come back with its previous name.

Any idea?

Regards.

Marc ALLAVENA

Answer 1

Hi @Marc ALLAVENA ,

According to my research and test, you need to modify the sending and receiving configuration in Outlook, please refer to the following steps:

• Step1: Go to Send/Receive Groups tab > Define Send/Receive Groups
• Step2: Click Edit
  
• Step3: Check the button "Use the custom behavior defined below" and select the folders and subfolders that need to be synchronized.
• Step4: right-click on the IMAP account and click Update Folder list. please let us know if there has such update when you tried these steps.

Answer 2

Hi @Marc ALLAVENA ,

Most other account types, such as IMAP accounts, Microsoft 365 accounts, Exchange accounts, and Outlook.com accounts use an Offline Outlook Data File (.ost) file to store a synchronized copy of your mailbox information on your local computer.

Based on my research, the corrupted date file may cause the problem.

So, we recommend that you rebuild the OST file. That is, delete the OST file, and then let Outlook create a new OST file and download the information again from Exchange Server.

To delete the old Offline Outlook Data Files (.ost), go to drive:\Users\user\AppData\Local\Microsoft\Outlook.

The next time you configure your account, a new local copy is generated by connecting to the server, so you don't have to worry about losing files.

Then create a new profile from control panel: Go to Control Panel > Mail > Show Profiles > Add, re-add your account and see if you can resynchronize the folder.

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Answer 3

Hi @Marc ALLAVENA ,

Do you sync Google account to the Microsoft Cloud?

According to my search, I found an article, mentioned that Creating, renaming, or deleting folders (Gmail labels) in Outlook is not yet supported.

It is recommended you set folders on the web side, it will be synchronized to Outlook client.

You can also refer to: Fix problems connecting your Google account to the Microsoft Cloud