Cannot click on "there are more items in this folder on the server" in Outlook "Insert item" window

Question

One of our users cannot insert an email into a reply email in Outlook if the email is older than 30 days because she cannot click on "There are more items in this folder on the server". We cache 30 days of email in Outlook and if you want to view older emails, you click on that statement and it displays the older emails. When she is replying to an email and chooses Insert, Outlook Item, it opens a dialog box displaying a list of her emails. She should be able to scroll to the end of the list and click on "There are more items in this folder on the server" to display the older emails. That's how it works in my Outlook. But in her Outlook, you can only read the top half of those letters as it has chopped off the bottom half in the view. And you cannot click on that statement. It is not possible for her to scroll down any farther to view it. She has already scrolled to the bottom. I have attached a screenshot here to show what she is seeing. I blocked out the view of her emails in the screenshot for security purposes. I tried to reproduce this on a test laptop by changing the resolution on the laptop and could not reproduce it. I don't know what to do to fix this for her. I had to give her a temporary workaround of saving the email she wants to attach to a file, and then attaching that file to her reply email.

We have an Office 365 subscription E3 so everyone is using the version of Outlook that is included with Microsoft 365 Apps for enterprise, including her.

Answer 1

Hi @Margaret Auld-Louie ，

I checked it further in an Outlook 2016 client and found that although the text is not exactly the same, it cannot be clicked either:

So seems like it's an expected behavior when Outlook is set to cache only a subset of emails.

With the above being said, aside from the workaround you have mentioned ealier that saving the email before attaching to the reply email, an alternative you can try is as follows:

1. When replying or composing a new message, click the "Pop Out" button to write the mail in a new window:
   
2. Restore down the Outlook window and adjust the placement, so that you can see both the Outlook window and the compose window at the same time.
3. In the Outlook window, scroll down in the message list pane, click "Click here to view more on Microsoft Exchange":
   
4. Locate the email you would like to attach, drag and drop it to the compose window:
   

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Answer 2

Well, now I feel silly. I just looked again at this on my desktop and my test laptop, and realized that's not clickable for me, either. I guess I was assuming that if it was behaving so that I could see the whole message, that it could be clicked on. But even when I can see it, I can't click on it. I guess Microsoft only make a way to click to see the messages when you are in the Inbox.