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Mail not showing in Shared mailbox

    Question

  • We have a group of 4 users with outlook 2010 and win 7. They have been added to a security group that has been given full mailbox access to a shared mailbox. The shared mailbox has been added as a secondary mailbox to their outlook. The problem is that when opening outlook as the shared user there are some messages here that are not seen by the users looking at the mailbox as a secondary mailbox. All the users see the same items, the only discrepancy is between the actual user mailbox and when viewed as a secondary mailbox.  Some of the messages that are not being displayed are reoccurring system messages, that have been working previously and nothing has changed on the other end, the messages are not marked private, the view is not being filtered and the users have no rules setup. If cached exchange mode is disabled all items are displayed. When it is re-enabled the same items are again missing.


    Monday, May 21, 2012 2:35 PM

Answers

  • The messages are just regular emails; yes the security group was given access through AD from the exchange advanced tab of the user object. It has been a day since I recreated the mail box and the users have not had any missing emails so far. Thank you for your suggestion.

    Wednesday, May 23, 2012 6:29 PM

All replies

  • This is a quick note to let you know that we are performing research on this issue and will get back to you as soon as possible.

    Max Meng

    TechNet Community Support

    Tuesday, May 22, 2012 6:18 AM
  • I have removed the shared mailbox from all users, exported the contents to a PST file, then deleted and recreated the user account. The mailbox was added back to the other user’s outlook. It appears to be working correctly now, with a minimal delay in synching changes made by the shared users.

    Wednesday, May 23, 2012 1:32 PM
  • From your troubleshooting, I would suggest this is the result of corrupt .OST files (the Exchange cached mode cache).  This is common, especially when using large mailboxes, as each profile where the shared mailbox is added, will become corrupt, and therefor Outlook won't complete updating.  Sense you have shown that if you disable Exchange cached mode, and see the messages, it's showing the cache is corrupt. 

    Run SCANPST.exe (found in the Outlook directory) and if that fails to resolve the problem, you can close outlook and simply delete the .OST files.  When Outlook is restarted, it will re-build those, and likely show the missing messages.

    It is also possible that a message in the shared mailbox is corrupt, which could add to the .OST corruption and why more than one user is having this problem.

    Good luck!

    Wednesday, May 23, 2012 4:54 PM
  • I had previously deleted the OST file and allowed it to rebuild with no change in behavior. It has been a day since I recreated the mail box and the users have not had any missing emails so far. Thank you for your suggestion.

    Wednesday, May 23, 2012 5:23 PM
  • Hello Chad,

    The message that you are referring to, is it a meeting?
    How was the security group you mentioned given permissions on the shared mailbox?  (Through AD? Delegate Wizard? Exchange Management Console?)

    Can you please perform the following steps on the end users workstation?
    1. Launch Outlook using outlook /cleanviews
    2. Create a new Outlook Profile
    3. Uncheck 'Download Shared Folders' > File > Account Settings > Change > More Settings > Advance > Download Shared Folders.
    4. Change the Calendar Views.

    Do let us know if the above worked for you.

    Thank You,


    RKeith - [MSFT]

    Wednesday, May 23, 2012 6:15 PM
  • The messages are just regular emails; yes the security group was given access through AD from the exchange advanced tab of the user object. It has been a day since I recreated the mail box and the users have not had any missing emails so far. Thank you for your suggestion.

    Wednesday, May 23, 2012 6:29 PM
  • Hello Chad,

    I wanted to check in with you one more time to see if you have had any additional problems after recreating the user's mailbox?  If you have any follow-up questions, feel free to post a reply here.

    Thanks,


    RKeith - [MSFT]

    Friday, May 25, 2012 4:52 PM
  • Hello Chad,

    The message that you are referring to, is it a meeting?
    How was the security group you mentioned given permissions on the shared mailbox?  (Through AD? Delegate Wizard? Exchange Management Console?)

    Can you please perform the following steps on the end users workstation?
    1. Launch Outlook using outlook /cleanviews
    2. Create a new Outlook Profile
    3. Uncheck 'Download Shared Folders' > File > Account Settings > Change > More Settings > Advance > Download Shared Folders.
    4. Change the Calendar Views.

    Do let us know if the above worked for you.

    Thank You,


    RKeith - [MSFT]

    RKeith,

    Is it possible to set the setting you have suggested for all users via Group Policy?

    Tuesday, July 10, 2012 7:43 PM
  • I am also interested in know if it is possible to force the uncheck of "Download Shared Folders" via GPO. We are currently Enabling the "Download shared non-mail folders" setting in OCT. Shared mailboxes still appear to be caching and the "Download Shared Folders" setting is checked. At this point we see no messages in the inbox/subfolders of the shared mailbox. Messages appear and mailbox goes "Online" once the "Download Shared Folders" setting is manually unchecked and Outlook is restarted.
    Wednesday, August 01, 2012 4:08 PM
  • I am also interested in know if it is possible to force the uncheck of "Download Shared Folders" via GPO. We are currently Enabling the "Download shared non-mail folders" setting in OCT. Shared mailboxes still appear to be caching and the "Download Shared Folders" setting is checked. At this point we see no messages in the inbox/subfolders of the shared mailbox. Messages appear and mailbox goes "Online" once the "Download Shared Folders" setting is manually unchecked and Outlook is restarted.

    I found this and it works. http://support.microsoft.com/kb/982697
    • Proposed as answer by ChrisDTC Tuesday, August 21, 2012 3:46 PM
    Tuesday, August 21, 2012 3:32 PM