New Outlook shared mailbox preview pane not loading on Client Version 20260724003.11

Question

Hello,

We are having an issue with New Outlook for Windows when using a shared mailbox.

The user’s main mailbox works normally. The shared mailbox also loads the email list, but when selecting an email, the preview/reading pane does not show the message.

The error shown is:

“Your message can’t be displayed right now. Please check your network connection and try again later.”

We noticed that the problem happens on this version:

• Microsoft Outlook Version: 1.2026.720.100

Client Version: 20260724003.11

WebView2 Version: 150.0.4078.105 (Stable)

But on another computer, the problem does not happen with this version:

Microsoft Outlook Version: 1.2026.720.100

Client Version: 20260724003.08

WebView2 Version: 150.0.4078.105 (Stable)

So the issue seems related to Client Version 20260724003.11, because Outlook and WebView2 versions are the same.

We already tested:

User’s main mailbox works

Shared mailbox list loads

Outlook Web works

Classic Outlook works

Restarting New Outlook

Removing and adding the shared mailbox again

Checking network connection

We also found similar recent reports from other users/companies.

Is this a known issue with New Outlook Client Version 20260724003.11 affecting shared mailbox preview pane?

Is there any workaround or expected fix?

Thank you.

Answer 1

Hi Vinicius, 

I’m sorry you’re going through this issue, and I appreciate you sharing the detailed testing results and version comparison. The information you provided is very helpful, especially the difference between Client Version 20260724003.11 and 20260724003.08 while the Outlook and WebView2 versions remain the same. 

As a forum moderator, I genuinely wish I could directly access your account or review the backend systems to diagnose and resolve this issue for you. However, our role here is limited to providing general guidance by offering clear next steps, sharing applicable resources, and directing you to the appropriate support channels so you can work with the right team to investigate further. 

Based on my research, there have been similar reports from other users and organizations in the last few days where New Outlook for Windows is able to load the shared mailbox message list, but the message content does not display in the Reading Pane. Since the user’s primary mailbox works normally, and the same shared mailbox works in Outlook on the web and Classic Outlook, this appears to be more likely related to a New Outlook client-side issue or regression rather than a mailbox permission or network issue. 

In the meantime, you may consider one of the following workarounds: 

1. Use Outlook on the web or Classic Outlook temporarily. 
2. Double-click the email to open it in a separate window instead of using the Reading Pane. 

I also recommend reporting this issue through the Microsoft 365 Admin Center so Microsoft can review the scope of the impact, correlate it with other reports, and provide further guidance or a fix. 

Steps for the Microsoft 365 Admin: 

1. Sign in to the Microsoft 365 Admin Center 
2. Go to Health > Service health 
3. Click Report an issue 
4. 
5. Submit the issue details, including the affected Outlook Client Version, screenshots, Session ID if available, and the shared mailbox behavior. 
6. 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  

Additionally, the admin can open a support ticket with Microsoft from the Admin Center by going to Help & support. This will allow Microsoft Support to review the issue more closely and confirm whether it is related to a known service-side or client-side problem. 

• 
• For detailed guidance on how to open a support ticket with Microsoft Support, please refer to: Get support - Microsoft 365 admin | Microsoft Learn  

I hope this issue will be resolved soon. Should you have any further questions or need additional assistance, please feel free to share them in the comment below. I'm very happy to help.   

Thank you again for patience and understanding.  

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