Microsoft Sync Issues between Domain Host and Old as well as New Outlook

Question

Hi,

I have a customer which I have recently move from IMAP to Outlook via the Microsoft 365 Business Standard Licensing. Everything was set correctly from domain host to 365 but certain emails do not make it to outlook but are found on their domain host mailbox. To make things worse, once I had set up their emails on outlook, emails were not coming through unless the new Outlook was turned-on. When I initiate an email trace in Exchange, I can see that some of these lost emails appear as delivered. Really understanding what the issue could be.

B.

Answer 1

Hi Kerry,

The individual below hi-jacked my conversation with you. I responded and I see after that the conversation just went off on a tangent and focused on his issue.

Regards,

Bongani Hlatshwayo

Answer 2

Hi Kerry,

I will reply to the questions you have asked as per the order in your response.

1. So, this it three-fold. First being that initially after the move, there was not sync on the classic outlook, but after a day or two they started syncing, but with some emails not syncing (new emails). When my customer uses the new outlook, the messages sync however certain email still not coming through to outlook but the Domain host.
2. Messages from the migration eventually sync but the issue now is that certain new emails to not reach their inbox but show as delivered on the Exchange Message Trace.
3. Yes, that was the first thing I checked as I suspected that the email attachments could be seen as spam and land in the junk/spam folder.
4. The size of the mailboxes (2) is less than 3GB.

Regards,

Bongani H

Answer 3

Dear Bongani

Good day! Thank you for posting in the Microsoft Community. We'll be happy to help!

First of all, we regret for the inconvenience and inconvenience caused to your work. Based on your description, I have a general understanding of your question, to help you better, I still need to gather more information to narrow down the scope of the question

• So this issue only occurs in the classic version of Outlook client, there is no similar error in the new version of Outlook client, right?
• Are you referring to the fact that there is a synchronization issue with the messages received and sent now, or that the messages during the mail migration process are not syncing?
• Have you checked other folders in your mailbox? Did the email accidentally go to the junk folder? Or could you please use the search tool to check this, thank you.
• Have you checked the size of your mailbox and is it running out of storage space?

Please kindly believe that I will do my best to do more research and testing to help you further when I get the feedback I need.

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

Thank you in advance for your understanding. Your patience and cooperation will be greatly appreciated. I hope all the best!

Sincerely

Kerry Chen | Community Moderator