Message can be found through searching but doesn't appear otherwise!!

[Mr Davo]

Hi Everyone,

I am currently having difficulty viewing received emails from at least one customer. In order to "fault find" the issue I have been sending test emails to the customer, and she has been responding.

If I look in my Inbox there are no response emails from the customer. When I perform a search of the Inbox no results for the customer are displayed, however if I then click on "Try searching again in All Mail Items" I get results returned. This would be normal if I was expecting an email from my customer to be in a folder other than my Inbox, however the "In Folder" column of the search results shows "Inbox".

I can double click the message and open it, I can also mark it as unread. However no matter what I do it doesn't appear in the Inbox.

I have performed a repair on my OST file using Scanpst.exe - errors were detected and corrected, however the issue persists.

I am using an Office 365 account, so I also tried to find the message by logging into Outlook Web Access, the mail was also missing "online". A search of the online files didn't reveal the message either.

If anybody has any suggestions on how I can resolve this they will be greatly appreciated.

Kind Regards,

Davo

 

[DustSailor]

1. From the Start menu, open Control Panel and then open Add or Remove Programs or, in Windows 7, Programs and Features.
2. Select the office program you have installed for email, and then click Change.
3. After Setup starts, select Repair and then click Continue.

See if this helps. Note that you should have all updates for your office program installed (it could only help)

 

[Mr Davo]

Hello DustSailor,

Thank you for your response.

It seems that I misdiagnosed the issue a little; I actually have two email accounts coming into my Outlook. One is a Office 365 (Exchange Online) address and the other is a personal address.

Messages from my customer are able to get into my personal address, and searching for messages from the customer show up in the Inbox folder - just not the Inbox that I was expecting.

However this being said I am still unable to receive messages from the customer into my Office 365 Inbox. I have added the customers Domain to safe senders in Exchange Online, and checked to see that the customer is spelling the name correctly by having test messages CC'd to a colleague. My colleague is able to receive messages, and from messages received by my Colleague I see that the customer has spelt my email address correctly.

Any further help will be greatly appreciated.

Kind Regards,

Davo

 

[DustSailor]

So through all your tests we can correctly deduce that the problem lies with your exchange account, or how your exchange account 'talks' with your outlook account. What outlook are you running, 2010? Unfortunately, I am a bit busy with Independance day here, so I can only respond quickly. I can help you out further later today or tomorrow, but it shouldn't be too hard a fix, just a bit of searching for the answer.

 

[DustSailor]

Could encryption cause any of your problems? - Outlook connection issues with Exchange 2010 mailboxes because of the RPC encryption requirement

I need to know what version outlook and what version MS Exchange. You said the last one was Office 365 Exchange, yes?

 

[DustSailor]

And read through this: Connect Office 365 to your Outlook desktop application - Office 365 for enterprises

Let me know how this all goes after you read through it all, and if you need any further help.