Can not open delegated mailbox (windows10, outlook 365)

Question

Hi there,

I am using Outlook 365 and have an issue with opening another mailbox using my profile on laptop and web.
I have been granted delegate rights to someone's email box however I am not able to open his mailbox after the account setting steps. The appropriate rights have been for sure granted since I can see his email on my outlook mobile app (which is also strange?) and all the necessary permission box have been checked, same as the other delegates.
We tested the following and nothing works:

• recreate data file
• remove and add back his account in my profile
• remove and add back my permission as delegate
• create a test outlook profile and all the above again
• change online/offline mode
• change cached setting
• repair office
• recreate the whole outlook folder

error message in outlook when I tried to open his email box from the panel:
cannot display the folder. microsoft outlook cannot access the specified folder location. the operation failed. an object cannot be found

error message when I tried to open it using "open another mailbox" on https://outlook.office.com/mail/
...
BootResult: accessDenied
err: Microsoft.Exchange.Data.StoreObjects.AccessDeniedException
esrc: StartupData
et: ServerError
estack: Microsoft.Mapi.MapiExceptionNoAccess
st: 500
ehk: X-OWA-Error
efe: AM7PR02CA0030, AM0PR04CA0065
ebe: AS8PR03MB7523
ewsver: 15.20.5227.23
emsg: ErrorPermissionDenied

anyone had this issue before and anyone knows how to solve this?

One thing I am not sure whether has an impact:
in the beginning I tried "open other's folder" through open/export. I canceled the process since it was rather long and some of his emails showed up in my mailbox. today we figured these emails can not be found in his mailbox... does open other folder actually move the emails to my mailbox instead of in the original receiver's? and does anyone know whether this can have any impact on the main issue of not being able to open the shared mailbox?

Appreciate your help!

Answer 1

Hi @S Tan ,

Welcome to our forum!

What's the version of your Outlook 365? (File > Office Account > About Outlook). Please make sure you have upgraded your Outlook to the latest version.

and all the necessary permission box have been checked, same as the other delegates.

Can other delegates open delegated mailbox successfully?
On the other hand, how did the manager make you as a delegate(which permission) and how did you open the delegated mailbox?

As I know, to add another person's mailbox to your profile, except that he needs to give you delegate access permissions, the person who is sharing a mailbox must also grant you Folder visible permission on the root folder of the Exchange mailbox. For more information about the whole process, please refer to the following article and check if there're any differences with yours:
Allow someone else to manage your mail and calendar
Add another person's mailbox to your profile

in the beginning I tried "open other's folder" through open/export. I canceled the process since it was rather long and some of his emails showed up in my mailbox. today we figured these emails can not be found in his mailbox... does open other folder actually move the emails to my mailbox instead of in the original receiver's? and does anyone know whether this can have any impact on the main issue of not being able to open the shared mailbox?

Normally, opening a folder is just opening, not moving messages in the folder. Considering that this process has not really ended, it is recommended that you could end Outlook related processes in Task Manager. Then create a new profile and add your own account. After ensuring the consistency with the whole process of the delegate mentioned in the above article, add the delegate mailbox again to check whether it can be opened successfully.

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