Outlook app and Outlook web online archive gets stuck

Question

We are unable to move emails to online archive. there is no error message when attempting to move email to the archive. Outlook just sits there and nothing happens. The same thing happens when attempting this from Outlook.com.

whenever we try to move the emails both outlook and web outlook both just hang online archive is enabled. Mailbox quota is not full

Answer 1

Hello Montoya, Mabelle
Thank you for posting question to Microsoft Q&A Forum.
According to this issue, please upload this screenshot on storage check for both Inbox and In-Place Online Archive like this image:

Consider using another browser to re-produce the issue to see if you are able to move the emails into In-place archive. If the In-place archive is recently enabled from the Exchange Admin Center or it does not have any emails - consider turning it off and on again via this instruction.
I am looking forward to your response. If you would like to share it in private, please check on "Private message" upon access this thread.

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Answer 2

If you are experiencing issues with moving emails to the online archive in both the Outlook app and Outlook on the web, and there are no error messages, it may be due to several factors. Here are some steps you can take to troubleshoot the issue:

1. Check Mailbox Quota: Ensure that your mailbox has not reached its quota limit, as this can prevent items from being archived.
2. Manual Archive: Try manually moving items to the archive folder using Outlook or Outlook on the web. If the manual move works, it may indicate an issue with automatic archiving settings.
3. Retention Policies: If your organization has specific retention policies, these may affect how items are archived. Contact your administrator to verify the policies in place.
4. Network Issues: Sometimes, network connectivity issues can cause operations to hang. Ensure that your internet connection is stable.
5. Clear Cache: Clearing the cache of the Outlook app or your web browser may resolve any temporary glitches.
6. Update Software: Make sure that both the Outlook app and your web browser are up to date, as updates can fix bugs and improve performance.
7. Check for Service Issues: Occasionally, there may be service disruptions affecting Outlook or Exchange Online. Check the Microsoft 365 service health status for any ongoing issues.

If none of these steps resolve the issue, consider reaching out to Microsoft support for further assistance.

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References:

• Your mailbox reaches its quota even if the Archive feature is enabled
• Error when you try to enable or disable an archive mailbox for an Exchange Online user or move a mailbox to an on-premises environment