users see duplicate emails on shared mailbox

Question

users see duplicate emails on shared mailbox

Shahbaz Khan 0

When moving emails from a shared mailbox inbox to another sub-folder within the shared mailbox, a duplicate copy is created in the inbox folder.

Kael Yao 37,746 Reputation points Moderator

2023-12-08T01:47:05.4133333+00:00

Hi @Shahbaz Khan,

To better troubleshoot this issue, please share some more information with us:

1.What Outlook version are you using?

2.How are you moving the email? (right-click>move or drag and drop)

If you are using drag and drop method, did you press Ctrl when you move the email?

3.How many users are connecting to the shared mailbox?

4.Does this issue also occur if you configure another shared mailbox on this affected device?

5.Does this issue also occur to the primary/main mailbox on this affected device?
Shahbaz Khan 0 Reputation points

2023-12-08T21:21:55.7333333+00:00
Hello @Kael Yao

please see the answers below for your questions

1.What Outlook version are you using?

Microsoft® Outlook® for Microsoft 365 MSO (Version 2309 Build 16.0.16827.20278) 64-bit

2.How are you moving the email? (right-click>move or drag and drop)

Drag and Drop

If you are using drag and drop method, did you press Ctrl when you move the email?
No

3.How many users are connecting to the shared mailbox?

16 user and all have same issue with just that shared mailbox

4.Does this issue also occur if you configure another shared mailbox on this affected device?

No its only to that Shared mailbox

5.Does this issue also occur to the primary/main mailbox on this affected device?

No only to the shared mailbox

1 answer

Your answer

Kael Yao 37,746 Reputation points Moderator

2023-12-08T01:47:05.4133333+00:00

Hi @Shahbaz Khan,

To better troubleshoot this issue, please share some more information with us:

1.What Outlook version are you using?

2.How are you moving the email? (right-click>move or drag and drop)

If you are using drag and drop method, did you press Ctrl when you move the email?

3.How many users are connecting to the shared mailbox?

4.Does this issue also occur if you configure another shared mailbox on this affected device?

5.Does this issue also occur to the primary/main mailbox on this affected device?
Shahbaz Khan 0 Reputation points

2023-12-08T21:21:55.7333333+00:00

Hello @Kael Yao

please see the answers below for your questions

1.What Outlook version are you using?

Microsoft® Outlook® for Microsoft 365 MSO (Version 2309 Build 16.0.16827.20278) 64-bit

2.How are you moving the email? (right-click>move or drag and drop)

Drag and Drop

If you are using drag and drop method, did you press Ctrl when you move the email?
No

3.How many users are connecting to the shared mailbox?

16 user and all have same issue with just that shared mailbox

4.Does this issue also occur if you configure another shared mailbox on this affected device?

No its only to that Shared mailbox

5.Does this issue also occur to the primary/main mailbox on this affected device?

No only to the shared mailbox

Answer 1

Kael Yao 37,746 Moderator

Hi @Shahbaz Khan,

Thanks for the information.

Since this issue only occurs to one specific shared mailbox and there are 16 users using this shared mailbox, to me the possible cause may be some sync issues in client applications (especially on mobile).

To narrow down this issue, if possible please consider having users temporarily turn off the syncing of their email clients (for example Outlook or native email app on mobile) to check which device may be the cause.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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Kael Yao 37,746 Reputation points Moderator

2023-12-15T01:46:22.28+00:00

Hi @Shahbaz Khan,

I am writing here to confirm with you how thing going now?

Please let us know if you would like further assistance.

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users see duplicate emails on shared mailbox

1 answer

Your answer