New Outlook - Shared Mailbox Emails Cannot Be Displayed

Question

We are seeing a growing number of reports across multiple customers using New Outlook for Windows.

Issue description: Users with access to shared mailboxes are unable to view email messages in the reading pane. When selecting an email, the following error is displayed:

"Your message can't be displayed right now. Please check your network connection and try again later."

Observed behavior:

• Issue occurs in New Outlook.
• Multiple tenants/customers are affected.
• Shared mailboxes appear accessible, but email content cannot be displayed.
• Opening the message in a separate window may work in some cases.
• Outlook on the Web (OWA) and Classic Outlook continue to function normally.
• Reinstalling New Outlook or recreating the profile does not consistently resolve the issue.

Impact: Users are unable to efficiently work with shared mailboxes in New Outlook, causing operational disruption for teams relying on shared mailbox access.

Could Microsoft please investigate whether this is a known service issue or a recent regression affecting shared mailbox functionality in New Outlook?

Answer 1

Hi @Jamerson J. Sambre

Thank you for sharing the details. 

I have come across reports from other users experiencing a similar situation. 

Unfortunately, this is a user-to-user support forum rather than an official Microsoft support channel. Moderators and contributors, including external Microsoft employees, do not have access to Microsoft's backend systems and are unable to directly investigate or intervene in Microsoft products or services. Our role is limited to providing technical guidance and sharing best practices based on the information available. 

With that in mind, I would strongly recommend contacting the Microsoft Support team by creating a support request through the Microsoft 365 Admin Center. They will be able to review the situation further and provide official guidance based on your environment. 

For more information, please refer to: Get support - Microsoft 365 admin | Microsoft Learn  

 

I hope this helps point you toward the most appropriate support channel for further investigation and confirmation. 

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