Delete Quick Action in message list not working in Conversation view

Question

Delete Quick Action in message list not working in Conversation view

DB365-3161 106

Outlook on the Web:

Sometimes the Delete quick action button in the message list does nothing for an individual message in an expanded conversation.

My typical use case:

Deleting out-of-office automatic replies, unwanted/outdated system notifications, one-liner thank-you emails, etc, from an email conversation.

Configuration (Settings > Mail > Layout > Message organization):

Messages grouped by conversation
Newest message on top (default)
Deleted items are hidden in conversation

How the issue presents:

Expand a conversation in the message list.
Use the Delete button for an individual item in the expanded conversation to try to delete the item.
Nothing happens. The individual item is not deleted.

Observations:

Issue occurs in Inbox, as well as other folders.
Issue seems to occur more often if the item in the expanded conversation is the only remaining visible item (all other items deleted). However, it also occurs in other scenarios.
The Delete button next to the conversation header works as expected. This can be used as a workaround to delete a single remaining message in a conversation.

Tested in Windows 10 Enterprise with Microsoft Edge browser version 120.0.2210.61. Account: Microsoft 365 E5.

DB365-3161 106 Reputation points

2023-12-12T17:51:34.3033333+00:00

Also posted here: https://feedbackportal.microsoft.com/feedback/idea/8566fa20-1699-ee11-a81c-0022484f9f6d
DB365-3161 106 Reputation points

2023-12-12T17:52:27.2266667+00:00

Also posted on the feedback portal

1 answer

Your answer

DB365-3161 106 Reputation points

2023-12-12T17:51:34.3033333+00:00

Also posted here: https://feedbackportal.microsoft.com/feedback/idea/8566fa20-1699-ee11-a81c-0022484f9f6d
DB365-3161 106 Reputation points

2023-12-12T17:52:27.2266667+00:00

Also posted on the feedback portal

Answer 1

ChristyZhang-MSFT 26,186 Microsoft External Staff

Hi @DB365-3161 ,

Welcome to our forum!

Based on my test (with the same setting on Outlook for Web as yours), i can delete the individual email of the conversation successfully, which didn't reproduce your case. Please confirm if you delete the email with the following steps:

1.Select the individual email of the conversation.

User's image

2.Click the Delete button.

User's image

Then the email will be deleted and disappear in the conversation. The below prompt will appear.

User's image

If you did the same steps but nothing happens, it's suggested that you could try to open the InPrivate Windows and do the same test to check if there're any differences.

In addition, in order to further confirm if the issue is related to your current browser, please try to use other browser to check if the issue persists.

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

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

DB365-3161 106 Reputation points

2023-12-13T08:27:52.1666667+00:00

Hi, @ChristyZhang-MSFT .

Thank you for your quick reply.

It seems that you didn't use the method I'm using. I'm using the quick action Delete button that is next to the individual email in the conversation in the message list. See the red button in the screenshot below:

Note that this button often works as expected, but recently it often does not work. You will need to test several emails to reproduce the issue.

Regards,
Daniel
DB365-3161 106 Reputation points

2023-12-13T08:33:53.28+00:00

Just confirmed: In the scenario where the above quick action button doesn't work, your method to delete the individual email using the ribbon also doesn't work.
ChristyZhang-MSFT 26,186 Reputation points Microsoft External Staff

2023-12-13T08:35:27.26+00:00

Hi @DB365-3161 ,

Thanks for your reply!

I do the test as you mentioned, it works as expected. Did you try the suggestions as i mentioned above?
DB365-3161 106 Reputation points

2023-12-13T11:03:13.91+00:00

Yes, as confirmed in the comment after the screenshot reply, I tried your method as well. I found an instance where the quick action button didn't work, and tried the button in the ribbon, which didn't work either. Did you try to delete every email in a conversation using the quick action button?
DB365-3161 106 Reputation points

2023-12-13T11:56:06.1066667+00:00
Other observations:

The Archive quick action button also does not work when the Delete button does not work

This does not help: signing out of MS account, clearing cookies and data, restarting Edge, rebooting

Important: The issue goes away if hidden emails in a conversation are set to be visible (the Delete and Archive buttons start working as normal)
DB365-3161 106 Reputation points

2023-12-13T12:03:46.51+00:00

@ChristyZhang-MSFT , the screenshot in your second reply looks like the desktop version-- please confirm that you're only using the Web version in a desktop browser to test?
DB365-3161 106 Reputation points

2023-12-13T12:21:53.17+00:00
After more testing, I struggled to replicate the issue in another folder. But eventually the issue resurfaced:

I deleted every email in a long conversation except the most recent one

The quick action delete button worked for all these

I then refreshed the page

I then expanded the conversation, which now only has one visible email, as all deleted emails in the conversation are hidden

The quick action delete button does not do anything for this final email in the conversation

Note that I use the quick action delete button on the expanded item, not the conversation header's delete button

Also tested in Edge InPrivate and Chrome Incognito window with same results
ChristyZhang-MSFT 26,186 Reputation points Microsoft External Staff

2023-12-15T07:26:49.47+00:00

Hi @DB365-3161 ,

Thanks for your reply!

I am sure that i do the test on Outlook for Web and didn't reproduce your issue. In order to further confirm the issue, do other users around you encounter the same issue? It's suggested that you could do the same test on another computer to check if there're any differences.
DB365-3161 106 Reputation points

2024-01-16T12:30:41.5533333+00:00

Hi, @ChristyZhang-MSFT . This issue is difficult to reproduce, but it comes up frequently in my environment. It might even be a browser issue. I've already spent too much time on this, and I don't think it's worth any further effort to get to the bottom of this. I haven't asked anyone else to test, as this will take too much time, and requires deleting many emails. I've turned off the option to hide deleted emails in a conversation, as this resolves the Delete and other quick action issues I've been experiencing. Thanks for looking into this. Hopefully the issue resolves itself in the coming months.

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Delete Quick Action in message list not working in Conversation view

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