How to fix Conversations View in Outlook?

Question

Hello,

At work, I use the software based Outlook for my work email. They recently gave me a new laptop, and when I change the view to Conversations, the small drop down arrow that is supposed to appear next to the messages, doesn't. IT has already tried repairing the app, uninstalling and reinstalling 365, restarting the computer, letting OneDrive sync, removing the inbox and adding it back in and nothing has worked to solve this issue. My old laptop doesn't have any issues with the conversation view. Any advice on how to fix this?

Answer 1

Hi Deanna J,

The issue you're experiencing seems to be view/configuration-related rather than installation. You can try the following steps to resolve this issue:

1/ Reset all views:

• Reset all views using the outlook.exe /cleanviews command 

This option restores default views, and please note that any custom views you previously created will be removed. 

First, close classic Outlook completely > press Windows + R > copy and paste the outlook.exe /cleanviews > OK. 

• Reset the view using the ribbon 

You can go to the View section in Outlook > select the folder that is currently experiencing the view issue > choose Reset View. 

 

• Reset the current view through View Settings 

Go to the View section > select View Settings > choose Reset Current View. 

Once done, please go to View > Show as Conversations, untick and tick it again to reset the view and adjust the configuration if needed.

2/ Create new Outlook profile:

A profile includes the accounts, data files, and settings that determine where your email messages are stored.

This issue can occur if the view settings within your profile become corrupted. Since these settings are stored in your Outlook profile, the corruption can persist even after reinstalling the application.

Please create a new Outlook profile by following this guidance: Create an Outlook profile - Microsoft Support

3/ Contact Microsoft Support:

If the issue continues, it may indicate a potential UI regression that requires further investigation by the Microsoft Support team.

Given the nature of the problem, the most effective next step is reaching out to your IT admin and ask them to use their admin credentials to submit a support request through the Microsoft 365 Admin Center on your behalf.

 

Microsoft also provides customer service phone numbers based on your region. Your IT admin can find the appropriate contact number here: Customer service phone numbers - Microsoft Support 

This route ensures that a Microsoft support engineer can initiate a remote session to investigate backend configurations, run advanced diagnostic tools, and, if necessary, escalate the case to specialized teams with access to internal systems and logs. These backend resources are essential for resolving issues that go beyond what’s visible in the user interface.

As community moderators, we’re here to guide you, but due to privacy and security limitations, we don’t have access to the backend tools required for a full resolution. For this reason, contacting Microsoft Support via the Admin Center is the most secure and efficient way forward.

 

In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support 

 

I hope this helps you resolve the issue quickly. I’m glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.  

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.  

Thank you for your kindness and contributions to the forum. 

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Answer 2

In Outlook, the Conversation view relies on specific view settings and UI elements that can be affected by bugs or missing view controls. Based on the available information, there are two concrete things to try that differ from what has already been attempted:

1. Reset or change the current view, then re‑enable Conversations
   1. On the ribbon, go to View.
   2. Select Change View and switch to another view such as Compact or Preview.
   3. Right‑click that view (for example, Compact) and choose View Settings.
   4. In View Settings, reset or adjust the view as needed, then turn Show as Conversations back on from the View tab.
   This uses the documented workaround path to access view configuration even when some view controls are not visible.
2. If using Outlook for Mac instead of Windows (for example when connecting via a Mac laptop) If the new device is a Mac and the issue is in Outlook for Mac rather than Windows:
   1. In the Outlook menu, select Settings.
   2. Under Email, select Reading.
   3. Under Conversations, confirm that conversation options are enabled.
   4. If needed, turn Show as Conversations off and back on from the View menu.

If the environment is Legacy Outlook for Mac and conversations are not grouping correctly after an update, ensure the latest build is installed (16.96.25042021 or later) and have IT clear the cache on the affected folder as described in the referenced article.

If none of the above resolves the missing drop‑down arrows, the issue is likely environment‑specific (profile, build, or account configuration) and will require escalation through the organization’s IT or Microsoft support, referencing the known view‑settings and conversation‑grouping behaviors.

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References:

• Missing View Settings button in Outlook 2016
• View e-mail messages by conversation in Outlook for Mac
• Legacy Outlook for Mac emails are not grouped in Conversation threads as expected for Exchange OnPremise/Office 365 and Google accounts