Outlook emails appear twice

Question

Hi

One of our users has been reporting this issue for a while now. Every few days, the emails they have in their inbox or in any of the subfolders get repeated. We have cache mode turned on for 3 months, and this user does not leave any emails in inbox, as soon as they receive an email they move it into a sub folder. So they do not leave any emails that date back to more than 3 months. For some reason, when the duplicate emails appear what happens before that is they get the hyperlink "Click here to view more on Microsoft Exchange" which is weird because since they do not have any emails in inbox this link should not show up. So they click on that link, then an email that they had moved from the inbox folder, shows up twice.

We tried resetting the outlook profile, that didn't help and we also tried resetting the user profile on the terminal server with no change. Uninstalling and reinstalling is not an option as this issue is only affecting one user and uninstalling and reinstalling would affect 20 users who use that same terminal server.

We run windows server 2016 with Microsoft 365.

The issue is so random and no one else has that issue. The user affected is not doing anything out of the ordinary. They are pretty skilled in using computers themselves so its hard for us to narrow down exactly what the problem is.

I have attached a screenshot of the duplicate emails. I also have a short video of the issue. Any help is appreciated.

Thank you

Answer 1

Hi @YA ,

the emails they have in their inbox or in any of the subfolders get repeated

How did you move these messages (Outlook rules or other ways) ? If you move it via Outlook rules, in order to further confirm if your issue is related to your account or your client, it's suggested to disable all your rules and log in to your web mail to test. We could try to create a new moving rules on owa and keep working on that for a time to check if the issue could be reproduced in this case.

If it could work normally there, the issue may be related to your client itself, considering your have create a new Outlook profile, in order to avoid the interference of Outlook add-ins, it's suggsted to work in safe mode or disable those third-party add-ins to check if the issue has any difference.

If that's invalid, it may also be caused by the corrupted Outlook client, please try to repair your Outlook to check.

Also, if the issue actually would be reproduced on owa, the issue may be related to the account itself, it's recommended to contact the mailbox admin and account support directly to get more help.

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

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Answer 2

Good day! We're having the same issue as well, but we're not on Exchange server and it happens on POP3 configured Outlook. And the sad thing is, it's not just on one user. Multiple users, around 100 staff complained, which doubled our email hosting file usage. :(

No solution found from any Google search. :(