How to fix Update folder issue?

Question

We have encountered a problem with the synchronization of our shared mailbox. While all team members generally see the same email items, there is a specific user who has to manually click on "Update Folder" to view the same content as the rest of the team, kindly find attached

Answer 1

Hi @Eid Alanazi (SA)

Welcome to our forum!

What is the version of the user's Outlook? It is recommended that please check the Outlook client version (File>Office Account>Product Information) and try to upgrade to the latest version to see if the problem is resolved. 

And what is the specific user's account? Microsoft 365 or something else?

If the account is M365, please refer to the article to try to fix:

If not, it is recommended that please try the following steps:

1. Check Shared Mailbox Settings: Ensure that the shared mailbox settings are correctly configured. Sometimes, the size of the mailbox can affect synchronization. Try reducing the size of the mailbox to see if this helps.
2. Outlook Cached Mode: If you are using Outlook in Cached Mode, try disabling the "Download shared folders" option. This can sometimes resolve synchronization issues.
3. Server-Side Synchronization Performance Dashboard: You can use the Server-Side Synchronization Performance dashboard to get a quick look at the health of mailboxes using server-side sync. This dashboard provides insights into your organization’s server-side sync performance.

In addition, there is similar thread that people find it useful, you may feel free to refer to: Mailbox issue - not updating for all users - synchronization problem - Microsoft Q&A 

Hope it helps! 

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