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outlook 2016 not syncing all messages with exchange online

FTINC 116 Reputation points
2020-10-30T03:16:45.263+00:00

I have an exchange online (plan 1) account and I have outlook 2016 desktop. I connected my outlook 2016 to the exchange online account and I set 'use cached exchange mode to download email to an outlook data file' to 'all'. Outlook is not syncing all messages, lots are missing. For instance, I have emails in a sub folder of my inbox from july/2020. In outlook, the folder is there but no messages in that folder. If I do 'send/receive all folders' or 'update folder', is always shows 'all folders are up to date', but this is not correct.

I have deleted the outlook account, then re-added it, no help.
I have done a compact on the data file, no help.

How do I get outlook to sync all emails?

Outlook Management
Outlook Management
Outlook: A family of Microsoft email and calendar products.Management: The act or process of organizing, handling, directing or controlling something.
5,412 questions
Microsoft Exchange Online Management
Microsoft Exchange Online Management
Microsoft Exchange Online: A Microsoft email and calendaring hosted service.Management: The act or process of organizing, handling, directing or controlling something.
4,697 questions

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  1. JeffYang-MSFT 6,241 Reputation points Microsoft Vendor
    2020-10-30T09:24:58.033+00:00

    Hi @FTINC ,

    Does this issue only happen in this specific Outlook client? To confirm if your issue is related to this specific Outlook client, it is suggested for you to do the same tests on other Outlook clients and see if the issue has any difference.

    As I know, when using Exchange email account with online mode in Outlook client, Outlook will directly access emails from your mail server without caching to local data files. So, to confirm if the issue is related to your existed datafile, it is suggested to change to Online mode(File > Account Settings > Account Settings > Double click your email account > uncheck Use Cache Exchange Mode > restart your Outlook) and see if you can see all the emails in the mailbox normally.
    36287-image.png

    If everything can work fine in Online mode, I'm afraid that the key of your issue might indeed be related to the existed datafile. Please try to recreate your email account and using a complete new datafile to see if this issue could be resolved.

    If I misunderstand your issue or there is any update, please feel free to let me know.

    If an Answer is helpful, please click "Accept Answer" and upvote it.
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