Shared Mailbox Users are receiving different emails.

Question

Hello!

A department I look after have a shared mailbox, this has worked flawlessly for 2 years. As of this morning, a user is receiving different emails. One user is receiving emails that the rest of the employees within that department can't see. All users are receiving emails actively, just not the same ones, so it isn't an authentication/sync issue, as far as I am aware.

Really need help with this one, as I can't find anyone online with a similar issue.

Let me know if you need any more information.

Thanks,

Answer 1

Hello Jack,

Good day! Thank you for your posting in the community. We're glad to assist.

I understand that you have an issue regarding a shared Mailbox where users are receiving different emails. In order to narrow down the issue for better support, please let me know of the following. Thanks in advance.

1. If you have another shared mailbox/es, has this issue appeared there as well or it's just one.
2. May I know how you added the affected shared mailbox in Outlook (such as added manually or automatically with auto-mapping)?
3. Have you tried removing and re-adding the users to the shared mailbox?

In the meantime, kindly check if the same issue occurs if affected users access affected Shared mailbox from Outlook web app side in case they hadn't checked. Just in case they haven’t added shared mailbox from OWA side, you can add it via follow below steps.

• Sign into your account in Outlook Web App. --> click on your profile picture (top right) -->Select Open another mailbox.
• Type the email address of the other mailbox that you want to open and then select Open. You can as well refer this article Open and use a shared mailbox in Outlook Web App (microsoft.com).

In case there are no issues with OWA, the users can try to Create a new Outlook profile

If the shared mailbox was added through auto-mapping, try to uncheck the Download shared folders option from your Outlook, restart Outlook and then check the effect.

• Open Outlook -> File -> Account settings -> Account settings -> select your primary mailbox id -> click on Change --> More Settings -> Advanced Tab -> Uncheck only Download shared folders and apply. Restart Outlook and check the issue status.

Please understand that our initial reply may not always immediately resolve the issue. However, with your help and more detailed information, we can work together to find a solution.

Thank you for your cooperation and looking forward to your response.

Best Regards,

Ashraf