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Outlook Favorites Disappearing

The PC Answer Guy 6 Reputation points
2020-11-05T14:11:01.62+00:00

Hi,

I have a client running Outlook on a Desktop and Laptop. Her E-mail account is on Hosted Exchange 2019 (configured in Outlook using Cached Exchange Mode), and the Outlook client is using Microsoft Outlook for Microsoft 365 MSO (16.0.13328.20262) 64-Bit. Running on Windows 10 Pro version 2004 (OS Build 19041.572).

Her problem is that the Favorites she adds in Outlook on the laptop disappear after Outlook is closed and started again. I added her Inbox and Sent Items folders to Favorites, and they stayed there until Outlook was restarted. They did appear initially, but after a few seconds, I watched them disappear - one at a time. The Favorites on her Desktop do not disappear. With an Exchange E-mail account, the Favorites should sync between both computers, but that's not happening either. Favorites added to Outlook on the Desktop don't show up on the Laptop. But the Favorites that are in Outlook on the Desktop are also visible in Outlook Web Access (OWA). So that confirms that Outlook settings on the Desktop are syncing to the Exchange server.

For troubleshooting, I tried launching Outlook with the /resetnavpane command switch, and also tried renaming the outlook.xml file, but neither of those fixed the issue. I also tried creating a new Outlook profile, but that didn't solve the problem either.

I'm out of troubleshooting ideas and would appreciate any suggestions.

Thanks - Bruce

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.
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  1. Robert Sparnaaij [MVP] 1,816 Reputation points MVP
    2020-11-05T15:00:54.507+00:00

    Which add-ins are installed on the laptop?
    Disable them all except for the Microsoft Exchange Add-in, then restart Outlook and try again.

  2. Jade Liang-MSFT 9,986 Reputation points Microsoft Employee
    2020-11-06T02:42:56.247+00:00

    Hi @The PC Answer Guy ，
    What's the version of your Outlook client on the laptop(File>Office account>About Outlook), please ensure that your client havs been upgraded to the latest version.

    the Favorites she adds in Outlook on the laptop disappear after Outlook is closed and started again.

    Do you mean that you couldn't see these folders under the Favorite? Or do you not see the "Favorite" item at all?

    If you could see the Favorite item and just couldn't see these folders added in favourite, considering you have troubleshooted it through lots of ways, I'm trying to provide you with some suggestions in other ways:

    • Based on my research, the interference of add-ins and antivirus programs may cause this issue, it's suggested to close other programs and restart your Outlook in safe mode to test(Windows + R>type "Outlook.exe /safe">enter).
    • If the issue still exists, I'm afraid your Outlook client may be corrupted, please try to repair your client.

    Besides, if you completely couldn't see the "Favorite" item in your Outlook, you are probably in a special view known as the Folder List, not Mail. Please try to click Mail icon on the navigation bar,or press "ctrl + 1" to switch the view for testing.

    If your issue has any update, please feel free to post back.

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