Classic Outlook - Search function no longer shares any results

Question

Classic Outlook - Search function no longer shares any results

Karen Gibb 0

Outlook search function has always been on point. Easy to use. Recently there was an update which means that even if I use key words I get "Something went wrong. We couldn't complete your search. Search your PC instead."

Very frustrating when I know the key words to use to find emails about a client etc.

I'm all for progress, but when something works worse than before the update, you know something is wrong. How do I find & display all emails using key words in this new layout? I don't want Copilot to think, or summarise. I just want the emails where team members have mentioned that client.

I cannot do my job if I cannot find what I need.

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2 answers

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Answer 1

Michelle Nguyen 1,940 Independent Advisor

Hi @Karen Gibb

Thank you for sharing the details. I completely understand your frustration. If a search feature that previously worked reliably is now returning "Something went wrong. We couldn't complete your search. Search your PC instead," that can make it very difficult to locate important client-related emails and continue your work efficiently.

Just to clarify, are you using Microsoft 365 work/school account or a personal Outlook.com account?

I am only a fellow community user, not a Microsoft employee, so I can only suggest troubleshooting steps based on my experience and available information. To help narrow down the cause, could you let us know:

Which Outlook version and build are you using? (File > Office Account > About Outlook)
Does the issue occur in all mailboxes or only one specific mailbox?
Can you search successfully in Outlook on the web?
Is Cached Exchange Mode enabled?
Does the problem affect all search terms or only certain client names/keywords?

It would also be helpful if you could provide a screenshot of the exact error message and confirm whether the issue started immediately after a recent Office update.

Could you let me know what troubleshooting steps you've already tried?

If possible, could you also try reinstalling Outlook/Microsoft 365 and see whether the issue persists afterwards? Sometimes search-related problems can be caused by a corrupted Office installation or a problematic update, and a reinstall can help rule that out.

Also, please let us know whether the issue occurs in Outlook on the web as well, or only in Classic Outlook on the desktop. Please let me know more details.

Michelle Nguyen 1,940 Reputation points Independent Advisor

2026-09-26T07:03:32.2933333+00:00

Hi @Karen Gibb

Is there any update from you?

If yes, please feel free to let me know
Karen Gibb 0 Reputation points

2026-09-27T23:30:38.12+00:00
Thanks for your reply @Michelle Nguyen . I decided to give it the weekend to see whether or not all the attempts to repair would be righted this morning. Turns out it was a good idea.

After trying all steps (below), it wasn't until I got to option 8 and deleting the OST files that we saw any progress:

For classic Outlook, this is a known search issue pattern after some updates and on Windows 11. The fastest supported checks are:

Verify Outlook indexing status

Open classic Outlook.

Select the Search box.

On the ribbon, select Search Tools > Indexing Status.

If items are still being indexed, wait a few minutes and check again. If the count is decreasing, search should recover after indexing completes.

Run the Windows Search troubleshooter

Windows 11: Start > Settings > Privacy & Security > Searching Windows > Indexer troubleshooter.

Windows 10: Start > Settings > Update & Security > Troubleshoot > Search and Indexing > Run the troubleshooter.

Rebuild the search catalog for classic Outlook

Exit classic Outlook.

Open Indexing Options in Windows Control Panel.

Select Advanced.

Select Rebuild.

Select OK, then Close.

Reopen Outlook and allow time for indexing to finish.

If older emails are missing from results, increase local mail sync

In classic Outlook, go to File > Account Settings > Account Settings.

On the Email tab, select the account, then Change.

Move Download email for the past: to a longer period or All.

Select Next > Done.

Restart Outlook.

If search still fails, test with a new Outlook profile

In Outlook, go to File > Account Settings > Manage Profiles.

Or close Outlook and open Mail in Windows Control Panel.

Select Show Profiles > Add.

Create the profile, complete account setup, then restart Outlook.

Choose the new profile and test search.

If the problem started after upgrading to Windows 11

Windows 11 can delete and rebuild the search index during upgrade.

In that case, Outlook search may return no results until indexing finishes, especially for locally stored PST or OST data.

If All Mailboxes returns no results

This was fixed for Outlook 2016 in Monthly Channel Version 1712 (Build 8827.2179).

In Outlook, go to File > Office Account > Update Options > Update Now.

If the issue is specifically the message “Something went wrong. We couldn't complete your search”, there was a Windows Search reliability issue addressed through Windows Updates. If updates are already installed and the error continues, one documented workaround for Exchange accounts is to recreate the local OST by closing Outlook, locating the OST from File > Account Settings > Account Settings > Data Files > Open File Location, then deleting the OST so Outlook re-syncs and re-indexes it. This forces a fresh local cache. Risk: local cache is rebuilt, so search and sync can take time afterward.

If indexing never completes after a rebuild, the documented next step is to contact Microsoft Support for Windows Desktop Search assistance.
Michelle Nguyen 1,940 Reputation points Independent Advisor

2026-09-28T12:43:19.2033333+00:00

Hi @Karen Gibb

Thank you for the detailed update. I’m glad to hear that recreating the OST file has made progress and that Outlook Search is now recovering.

Since Outlook needs to re-download and re-index the mailbox after the OST file is recreated, it may take some time before all emails appear in the search results, especially if the mailbox is large. You can check the progress through Search > Search Tools > Indexing Status in Classic Outlook.

Please continue monitoring the search results and let me know whether all expected emails become searchable once indexing is complete.

Thank you again for sharing which step worked. This information may also help other users experiencing the same issue.
Michelle Nguyen 1,940 Reputation points Independent Advisor

2026-09-29T12:07:25.16+00:00

Hi @Karen Gibb

Is there any update from you?

If yes, please feel free to let me know

Answer 2

For classic Outlook, this is a known search issue pattern after some updates and on Windows 11. The fastest supported checks are:

Verify Outlook indexing status
- Open classic Outlook.
- Select the Search box.
- On the ribbon, select Search Tools > Indexing Status.
- If items are still being indexed, wait a few minutes and check again. If the count is decreasing, search should recover after indexing completes.
Run the Windows Search troubleshooter
- Windows 11: Start > Settings > Privacy & Security > Searching Windows > Indexer troubleshooter.
- Windows 10: Start > Settings > Update & Security > Troubleshoot > Search and Indexing > Run the troubleshooter.
Rebuild the search catalog for classic Outlook
- Exit classic Outlook.
- Open Indexing Options in Windows Control Panel.
- Select Advanced.
- Select Rebuild.
- Select OK, then Close.
- Reopen Outlook and allow time for indexing to finish.
If older emails are missing from results, increase local mail sync
- In classic Outlook, go to File > Account Settings > Account Settings.
- On the Email tab, select the account, then Change.
- Move Download email for the past: to a longer period or All.
- Select Next > Done.
- Restart Outlook.
If search still fails, test with a new Outlook profile
- In Outlook, go to File > Account Settings > Manage Profiles.
- Or close Outlook and open Mail in Windows Control Panel.
- Select Show Profiles > Add.
- Create the profile, complete account setup, then restart Outlook.
- Choose the new profile and test search.
If the problem started after upgrading to Windows 11
- Windows 11 can delete and rebuild the search index during upgrade.
- In that case, Outlook search may return no results until indexing finishes, especially for locally stored PST or OST data.
If All Mailboxes returns no results
- This was fixed for Outlook 2016 in Monthly Channel Version 1712 (Build 8827.2179).
- In Outlook, go to File > Office Account > Update Options > Update Now.

If the issue is specifically the message “Something went wrong. We couldn't complete your search”, there was a Windows Search reliability issue addressed through Windows Updates. If updates are already installed and the error continues, one documented workaround for Exchange accounts is to recreate the local OST by closing Outlook, locating the OST from File > Account Settings > Account Settings > Data Files > Open File Location, then deleting the OST so Outlook re-syncs and re-indexes it. This forces a fresh local cache. Risk: local cache is rebuilt, so search and sync can take time afterward.

If indexing never completes after a rebuild, the documented next step is to contact Microsoft Support for Windows Desktop Search assistance.

References: