Outlook 365 App - when I delete one email it deletes every email in Inbox

Question

Enviroment:

Windows 11, Outlook 365 Client installed on PC
Lenovo thinkpad and docking station

Issue:

When end user selects one email in their inbox to delete. eg: using the mouse, click once to select email. Then clicks once on the Outlook "garbage bin" icon to delete one email.
All emails in the Inbox are deleted.
Happens very fast, within seconds all emails in Inbox are deleted and now in the Deleted items folder.
Intermittent issue, has happened on 4 times in the last few weeks.

Answer 1

Hi @Melissa Hartwell (Hunter New England LHD) ,

Welcome to our forum!

In order to further confirm the issue Is related to the Mouse, please navigate to mail list and use Up/Down key to select the email and press the Delete key or Ctrl+D to check if you delete the email only.

If you just delete the email not all emails in the folder, it's suggested that you could change the Mouse to check if there're any differences.

If all emails in the folder are deleting by Delete key, considering the impact of some add ins, It is suggested that you try to start outlook in safe mode(win+R>type: outlook /safe) to check whether it works normally.

In addition, considering the Outlook program is damaged, it's suggested that you could try to fix the Office application.

Hope the above help!

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Answer 2

@Melissa Hartwell (Hunter New England LHD) , check your version of Outlook: which channel are you on? To find out, from Outlook go to File > Office Account. From there you should see the version number and build number.

Right below you should see the servicing channel (e.g.: Current Channel, Monthly Enterprise Channel, etc.).
Depending on the service channel you are on, you could roll back your Office install to a version where the delete issue was not present. To do that, use this command (you need admin privileges):

1. Click on Start, type CMD. Select the option to run the app as administrator.
2. Enter admin credentials if prompted. The command screen window will open.
3. Paste the following command: "C:\Program Files\Common Files\microsoft shared\ClickToRun\OfficeC2RClient.exe" /update user /updatetoversion XXXXX.YYYYY where XXXXX.YYYYY is the build number you wish to go back to. To find the build number that Microsoft is still supporting, go here. Make sure you select the build number corresponding to your servicing channel.
4. Hit ENTER. the Office Update program will start. Once done, open Outlook, see if the problem still persists.

Hope this helps!

Answer 3

Hello @Melissa Hartwell (Hunter New England LHD)

1. Please, we'd need to confirm if this is happening on Outlook on the web (OWA).
2. Also check for the size of the .PST file. You can check this by running %localappdata%\Microsoft\Outlook > please let me know the size of the "<email>.ost" file.

Answer 4

Hi All,
I replaced the keyboard and mouse with a new one, I also updated the Lenovo Thunderbolt dock firmware. Issue has ceased. My guess is it is the mouse, but I will wait a couple of weeks and check periodically to make sure doesnt happen again