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Why does Outlook 2013 RTM occasionally lose my Gmail/IMAP inbox messages?

    Question

  • I just installed Outlook 2013 RTM and connected it to my Gmail account via IMAP. Everything seems to work, except that occasionally when I switch from Mail to Calendar and back to Mail, all of messages disappear from my inbox and I can't get them back. When I then check the Gmail web interface they are all still there in the inbox, so the problem seems to be that Outlook 2013 just isn't displaying them any more.  I have tried resetting the Outlook view settings, removing all filters from the view, exiting and restarting Outlook, erasing the Outlook profile and recreating it, but nothing works. The only thing I've found that works is removing the IMAP account altogether and recreating it--this brings back the messages but only for a while until they disappear again.

    To me this appears to be a bug but I've been unable to find somewhere to report it. Microsoft Connect doesn't have Office 2013 listed, and there's no longer the smiley face within the program since it's the RTM version. I'm not sure where else to report Outlook 2013 bugs.

    Anybody have any ideas?

    Thursday, October 25, 2012 7:47 PM

All replies

  • Please check here:

    File > Account Settings > Email Tab > Select your IMAP account and double click it > Adjust "Mail to keep offline" to All

    Good Luck.

    Cheers,
    Tony Chen
    Forum Support
    ________________________________________
    Come back and mark the replies as answers if they help and unmark them if they provide no help.
    If you have any feedback on our support, please contact tnmff@microsoft.com.

    • Proposed as answer by KevinRang Tuesday, August 27, 2013 10:12 PM
    Friday, October 26, 2012 10:09 AM
    Moderator
  • File > Account Settings > Email Tab > Select your IMAP account and double click it > Adjust "Mail to keep offline" to All

    I already had that set to Six Months. Also, if that was the problem I would expect it not to work from the beginning. In my case it works just fine for a while and only loses my email after an hour or so.

    • Edited by korggy Friday, October 26, 2012 6:54 PM
    • Proposed as answer by SCONSULTING Tuesday, December 11, 2012 10:38 AM
    • Unproposed as answer by korggy Wednesday, December 26, 2012 3:29 PM
    Friday, October 26, 2012 6:54 PM
  • Hi Tony

    Are you saying this is a known bug relating to limiting the amount of IMAP data from a time perspective is Synchronized to the local machine?

    I'm experiencing the same issue with Outlook 2013 RTM and Gmail.  Interestingly I only have the problem on one of my gmail accounts and not the other (so far).

    Adam


    Sunday, October 28, 2012 11:49 PM
  • This is definitely a fairly major bug, I saw similar in the preview version of Outlook 2013. 

    At least during preview, selecting a different folder and then the Inbox would cause Outlook to (very slowly) recreate the inbox emails one-by-one from the server. This little trick doesn't work anymore on RTM.

    The cause of my current problem seems to have been clicking away from my Inbox to the Spam folder, then clicking on the Inbox folder to be greeted by "We didn't find anything to show here."

    This is actually the second time I've seen this problem in RTM. The first time I deleted the .ost file and outlook recreated from the .ost.old file. This time it looks like I will need to do the same.

    I'm also using Google Apps email for what it's worth.

    Monday, October 29, 2012 5:45 PM
  • Hi korggy, have you check the log from Sync Issues folder in Outlook Folder View module? Post the log if necessary.

    @Adam, I don't think that would touch the limitation. Is there huge account data in your problematic Gmail?

    @SeventhCap, I also received many reports like this, but it is not happend in everyone. I cannot reproduce it in my machine yet.

    Thanks all.

    Tony Chen
    TechNet Community Support
    A new Office has arrived, try it now.
    A beautiful Start. It begins here. Windows 8 and Windows RT.
    Please remember to mark the replies as answers if they help and unmark them if they provide no help.

    Wednesday, October 31, 2012 6:16 AM
    Moderator
  • Hi korggy, have you check the log from Sync Issues folder in Outlook Folder View module? Post the log if necessary.

    Tony, thank you for the suggestion. I just checked the Sync Issues log and noticed that there are 2,549 (!) sync logs that have been created by Outlook over the last 5 days, but none of them contain errors. (I am wondering if I am going to have 1,000,000 sync logs stored on my drive by this time next year?)

    Also, I would think that this is not a sync problem, because the emails DO show up in the "All Mail" folder. They only disappear from the Inbox.

    I also noticed over the past couple of days that sometimes a particular email won't let me delete it from the Inbox. To delete it I have to switch to the "Unread" view and then back to "All" and only then can I delete it.

    Wednesday, October 31, 2012 1:12 PM
  • Seem to be a lot of people having IMAP4 problems, and they all seem to be with non-Microsoft IMAP providers - could I suggest someone at Microsoft do some testing with other IMAP4 providers because the problems seem to vary depending on what we're connecting to.
    Wednesday, October 31, 2012 3:41 PM
  • It keeps happening to me, apparently very randomly.

    It is pretty evident that this is a major IMAP bug in Outlook 2013... Wondering if I should go back to 2010 for now...

    Thursday, November 1, 2012 7:04 PM
  • More info on this problem: (google imap email disappears from inbox after a few hours)

    I have had Office 2013 installed on a clean windows 8 64 bit install for about a day. I have 3 google app accounts set up with imap. They all synced back to "3 months" and everything worked fine for a few hours. All the email was in the inbox for each of the 3 accounts. But then I was looking at one inbox a little while ago and then changed back the other inbox and all the emails were gone in the first email inbox. Then after bouncing around a few times in the other account inboxes, the email in all of them were gone as well. New email to the accounts come in as if the account were new, but the 3 months of history email (up to about an hour ago) are no longer visible. I verified that the email is still in the inbox on the google server via google webmail. I assume from the other posts that if deleted and readded the account it would again show the history for a little while.

    I'd love to use Outlook 2013 and recommend it to my customers, but this is a huge problem that renders outlook unusable for imap accounts with google in my opinion. Any suggestions for a fix?

    Friday, November 2, 2012 4:04 AM
  • Thank you for the detailed description Mister Steele -- this is exactly the same problem I observed, along with a few other random IMAP issues such as messages not deleting when I click the X.

    Friday, November 2, 2012 1:37 PM
  • Here's some additional info in case it helps troubleshoot (See above for description of issue) : My Outlook 2010 continues to connect to the same 3 google app accounts just fine without having this bug. I've run outlook 2010 on my windows 7 laptop and desktop for years against those same google accounts without problem. I did a clean windows 8 and office 2013 install on my laptop (to test them) and left win7 and outlook 2010 on my desktop. All 3 of my google accounts have years worth of email in the main inbox which equals thousands of emails. With Outlook 2013 I set them to only show the last 3 months to make the sync faster. This worked really well for a few hours till the "disappearing email" bug showed up. -- So I do look forward to Outlook 2013 when this issue is resolved. I think its going to be great.

    Friday, November 2, 2012 2:15 PM
  • The only workaround I found for it is to close Outlook, remove the .ost file associated to your gmail account and restart Outlook.

    The file will be recreated, the items will be re-synchronized and will appear again.

    ...Until they disappear.

    Sigh.

    Friday, November 2, 2012 6:40 PM
  • I have exactly the same behaviour. I have 2 IMAP accounts that I use (own domain, no Gmail etc.) and a Hotmail that uses EAS. Hotmail works great (syncs Mails, Calender and People perfectly). But in 1 of my IMAP accounts the emails disapper after a few days. The funny thing is: they still are on the mailserver. And new emails show up, it's the "older" emails that are missing. 

    This definately is a bug on Outlook 2013, as on a second computer with Win7 and Office 2013 I access the exactly same accounts and have no problems (beside that when I start Outlook 2010 some of my folders don't show up in the favorites sometimes and when I restart again they appear...) Maybe we should collect informations about our systems so that Microsoft can better investigate this issue. Here is my situation

    Win 8 Pro on a notebook (German)

    Office 2013 RTM (Pro Plus, German)

    1 Hotmail-Account, 2 IMAP accounts


    Sunday, November 4, 2012 7:01 AM
  • Maybe we should collect informations about our systems so that Microsoft can better investigate this issue.

    Does anybody have any idea how to communicate this issue to Microsoft? They're not taking bug reports on Connect as far as I can see.
    Monday, November 5, 2012 12:19 AM
  • Hello everybody,

    I am trying to involve someone familiar with this topic to further look at this issue.


    Cheers,
    Tony Chen
    Forum Support
    ________________________________________
    Come back and mark the replies as answers if they help and unmark them if they provide no help.
    If you have any feedback on our support, please contact tnmff@microsoft.com.

    Monday, November 5, 2012 1:49 AM
    Moderator
  • Two more Outlook 2013 RTM / IMAP oddities I've observed:

    • Sometimes when I click the X to delete a message, nothing happens. The email isn't removed from the inbox, and the message isn't removed from the server. The only way I can get anything to happen is to switch to "Unread" view and then back to "All". Then all of a sudden the message disappears.
    • Sometimes Outlook 2013 stops removing messages from the Drafts folder after they're sent. I can go into the Drafts folder and delete them manually, but they don't disappear -- they just get marked through with a line. If I Select All and hit delete, I get a message saying, "Could not complete the operation because the service provider does not support it."

    Again, I'm not sure where/how to report these issues to Microsoft.

    Monday, November 5, 2012 3:03 PM
  • More info on this problem: (google imap email disappears from inbox after a few hours)

    I have had Office 2013 installed on a clean windows 8 64 bit install for about a day. I have 3 google app accounts set up with imap. They all synced back to "3 months" and everything worked fine for a few hours. All the email was in the inbox for each of the 3 accounts. But then I was looking at one inbox a little while ago and then changed back the other inbox and all the emails were gone in the first email inbox. Then after bouncing around a few times in the other account inboxes, the email in all of them were gone as well. New email to the accounts come in as if the account were new, but the 3 months of history email (up to about an hour ago) are no longer visible. I verified that the email is still in the inbox on the google server via google webmail. I assume from the other posts that if deleted and readded the account it would again show the history for a little while.

    I'd love to use Outlook 2013 and recommend it to my customers, but this is a huge problem that renders outlook unusable for imap accounts with google in my opinion. Any suggestions for a fix?

    Have the exact same issue. To me it happened as soon as I tried to favourite the indox of every account

    Monday, November 5, 2012 3:23 PM
  • I also just noticed that there is a persistent error being reported under Sync Issues in the Folder view every time I try to delete the drafts that have been sent. Currently there are a couple hundred logs that look like this:

    10:20:06 Synchronizer Version 15.0.rup
    10:20:06 Synchronizing Mailbox  ' ... '
    10:20:12 Synchronizing local changes in folder 'Drafts'
    10:20:15                   24 item(s) added to online folder
    10:20:15                   1 item(s) updated in online folder
    10:20:15 Error synchronizing folder
    10:20:15                                 [80004002-0-0-230]
    10:20:15 Done

    Looks like Outlook's "Synchronizer Version 15.0.rup" is having a problem. Wish I knew where to report this issue, it's probably causing the whole mess.

    Monday, November 5, 2012 3:26 PM
  • I'm not using Gmail, there are so many IMAP problem threads now I don't know where to put this, but every few days I keep having to re-create the OST.  IMAP just stalls and won't work, I re-create the OST and it starts working again for while, then it stalls out again.
    • Proposed as answer by Chris Cooke SF Wednesday, November 7, 2012 12:39 PM
    • Unproposed as answer by Chris Cooke SF Wednesday, November 7, 2012 12:39 PM
    Monday, November 5, 2012 6:47 PM
  • Hi,

    I've had a similar issue in a corporate Exchange 2010 environment.  In our case I discovered the issue to be with the Message Preview.  If you set it from 1/2/3 line preview to Off, the problem goes away.

    Thanks

    Chris.

    Wednesday, November 7, 2012 12:41 PM
  • I am trying to involve someone familiar with this topic to further look at this issue.

    Tony, have you had any luck getting somebody to look into this? It's basically making Outlook 2013 RTM unusable for me.
    Thursday, November 8, 2012 9:54 PM
  • Just throwing my experience out there, was happily using Outlook 2013 with IMAP since the preview was released. Been running RTM since the day that was released too.

    Since I've just moved house, I don't have any internet and this is when the problem happened. I was working offline and queued up some emails to send which was working fine. Then I closed Outlook and did some other work for a couple of hours, only to come back to an entirely empty mailbox.

    There is literally 1.5GB of data in this mailbox, and the OST file reflects this.

    Deleting the OST file and restarting Outlook only caused it to display some messages (maybe ~1000). The OST file did grow back to it's original size though, which means this has to be some form of display issue. I've reset settings on the views to no avail, tried changing views, removed the Message Preview as was suggested in another thread, and also tried changing the amount of mail to keep offline. When I do that, it simply downloads messages from a different offset, shows around ~1000 of them again, and then stops whilst the OST file is still growing.


    Regards, Rudi Visser Ljund (UK) Limited

    Friday, November 9, 2012 9:47 AM
  • I have exactly the same problem, I use Outlook 2013 RTM with 1 Google Apps Account and 1 Gmail Account (essentially the same) through IMAP.  I cannot work like this as all messages in my Inbox and Sent folders randomly disappear. Recreating the e-mail account fixes the problem VERY temporarily.  However, this poses an additional problem: since Microsoft removed the "download headers only" feature, all the e-mails incl. attachments get resynced in their full size, which leads to a 24 hour IMAP lockout with GMAIL due to their daily 2'500 MB bandwidth limitation.

    Outlook 2013 also has IMAP problems with Exchange 2003.  In that case the Sent and Trash folders to not get detected correctly.  I am aware that Exchange 2003 is not supported anymore by Outlook 2013 but I think this only concerns the MAPI protocol?  IMAP should be a standard protocol.

    Despite their promises to vastly improve the IMAP handling on Outlook 2013 I view this as a major failure.  To avoid problems like these in an RTM release, I expect from a company like Microsoft to take QA testing seriously. The only way to make up for this is to release at least a hotfix rollup in the coming days/weeks.

    Friday, November 9, 2012 3:25 PM
  • Sure this isn't the default filtering rule applied to the folder?  Try removing it.  I had a similar problem until I removed it.

    Doesn't solve the main problem though, FYI to all in this thread, I'm not using gmail, but I'm having similar problems with my IMAP4 provider.

    Wednesday, November 14, 2012 12:49 AM
  • Sure this isn't the default filtering rule applied to the folder?  Try removing it.  I had a similar problem until I removed it.

    Yes, in my original post I wrote that I tried "removing all filters from the view" so that's not it unfortunately.
    Wednesday, November 14, 2012 1:12 AM
  • I am having almost the same problem but mine is removing email from my corporate Exchange account.  I can reproduce the problem every time. I send a message from my hotmail.com account to my corporate email account.  I can see the message using corporate OWA but when I open Outlook 2013 RTM the message will appear during initial sync but then immediately disappear (not deleted no longer in mailbox at all).  If I send a message from my gmail.com account the problem does not occur.  However I did notice that I was losing email from some of my vendors as well.  

    I understand that this is new software but this is a major issue.

     
    Wednesday, November 14, 2012 3:11 AM
  • Just uninstalled Office 2013 and reverting to Office 2010 until this Gmail/IMAP issue is addressed. It's gotten bad enough so as to be almost unusable. I hope Microsoft addresses it with a patch pretty quickly, and I wish I knew where to file a bug report to make sure they know about the problem. Ah well, I guess they'll know eventually when Engadget communicates it to the masses.
    Friday, November 16, 2012 1:54 AM
  • i have the exact same problem. after installing and syncing my 3 gmail account and 2 non-gmail, all messages were downloaded. just few hours later. everything disappeared!!! 

    has microsoft or anyone found any solution for this ?

    Friday, November 16, 2012 4:51 PM
  • Same issue, here.

    Wondering if this has something to do with gmail's "important" tag. I still have messages in the [Gmail]/Important folder (though obviously only those that are marked as such from gmail's side).

    Anyone have their important folder cleared out yet? Mine seems to behave as expected, so I'm wondering if there isn't some kind of miscategorization in Outlook 2013 because of this designation.

    Saturday, November 17, 2012 3:41 PM
  • Hi Korggy,

    Thanks for bringing this issue to our notice. Unfortunately I am unable to repro the issue in my lab yet. On an issue such as this, it's hard to troubleshoot without successful repro.

    This issue requires in-depth support.  Please visit the following link to see the various support options that are available to you:  http://support.microsoft.com/default.aspx?id=fh;en-us;offerprophone. This will help us address your issue more efficiently.

     

    Please note: - That if the issue you are reporting is due to a code defect in Outlook, you will not be charged for support.

    Thanks for your patience.

    Best Regards,

    Sunil Kumar [MSFT]

    Wednesday, November 21, 2012 7:17 AM
  • Sunil,

    Not to be condescending, but how hard did you try to reproduce it?!? Did you set up multiple "Real" imap accounts to someplace like google mail? Did the email account have more than a couple emails in it? Does it receive email? Did you run it for a couple days? The issue is pretty easy to reproduce under those conditions and its obviously not just Korggy experiencing the issue. Did you read the other replies from folks like myself in this thread who gave you the steps to reproduce the issue? Should we all log the issue?

    Sincerely -
    Greg Steele



    Wednesday, November 21, 2012 2:58 PM
  • Thanks for bringing this issue to our notice. Unfortunately I am unable to repro the issue in my lab yet. On an issue such as this, it's hard to troubleshoot without successful repro.

    As a developer myself, I understand what you're asking. However, in this case it appears to be quite easy to reproduce the issue if you just use Outook 2013 + Gmail as your primary mail client for a day or two.

    This issue requires in-depth support.  Please visit the following link to see the various support options that are available to you:  http://support.microsoft.com/default.aspx?id=fh;en-us;offerprophone. This will help us address your issue more efficiently.

    Unfortunately I already rolled back to Outlook 2010 and no longer have Outlook 2013 installed on my machine.

    Wednesday, November 21, 2012 4:22 PM
  • What we need is someone from Microsoft (not some dullard from PSS who is simply going to Bing this thread) to remote in and look at it.
    Wednesday, November 21, 2012 5:11 PM
  • Hi Korggy,

    Thanks for bringing this issue to our notice. Unfortunately I am unable to repro the issue in my lab yet. On an issue such as this, it's hard to troubleshoot without successful repro.

    This issue requires in-depth support.  Please visit the following link to see the various support options that are available to you:  http://support.microsoft.com/default.aspx?id=fh;en-us;offerprophone. This will help us address your issue more efficiently.

     

    Please note: - That if the issue you are reporting is due to a code defect in Outlook, you will not be charged for support.

    Thanks for your patience.

    Best Regards,

    Sunil Kumar [MSFT]

    What do you mean you can't reproduce it? It's easy to reproduce. Just go into your current Outlook 2013 profile and add a gmail account to it via IMAP. Add some messages to the gmail account, then switch back and forth between the calendar and mail. Bingo, missing messages.

    Did you even put more than 30 seconds of effort into reproducing this? I don't think that you tested this.

    I too had this problem, but I've already gone back to Outlook 2010 because I couldn't stand the Office 2013 color scheme, the non-integrated search, constant bugs like this issue, and the craptastic new notifications. In any case, the issue does not occur with Outlook 2010, but it DOES occur with Outlook 2013.

     If you can't reproduce it - then you aren't even trying.
    • Edited by ABCFED Thursday, November 22, 2012 5:02 AM
    Wednesday, November 21, 2012 6:40 PM
  • Reproduce?

    I could count more then 500 threads all over internet with this problem.

    From what I read the problem arises when your Gmail account has tons of emails

    I got syncronize with email up to year 2007 and then stops syncronizing. Outlook 2013 unusable with Gmail IMAP, will unistall it, and switch to Google Chrome based webmail.

    Outllok 2010 is working but is way too slow, and it hangs frequently

    20.02.59 Synchronizer Version 15.0.rup

    20.02.59 Synchronizing Mailbox 'xxxxxxxxxxxx@gmail.com'

    20.02.59 Synchronizing Hierarchy

    20.02.59                   1 folder(s) updated in online store

    20.02.59 Synchronizing server changes in folder 'Inbox'

    20.11.46                   4741 item(s) added to offline folder

    20.11.46 Error synchronizing folder

    20.11.46                                 [800CCC0F-0-0-560]

    20.11.46 Canceled


    Thursday, November 22, 2012 7:14 PM
  • Hi Mister,

    I understand how much frustration an issue such as this can cause. I am here to ensure your concerns are addressed and will be glad to engage appropriate resource for the same.

    I setup multiple IMAP accounts [Both internal and External (Gmail, AOL)] on RTM build of Outlook 2013. Each of these accounts had at least about more than 500 emails in inbox and few other folders. Switched between different folders and I still failed to successfully repro the issue. I was able to send/receive mails for more than a week and email count still same to that on webmail.

    I did read through the posts and I am curious to work on a case along with someone to determine the cause.

    On an issue, such as this will a need active troubleshooting, Data gathering and might have multiple causes. It would be hard to troubleshoot the issue on public forum and gather logs, which might have delicate information.

    Hence we need either you or anyone on this thread to open a case.

    Email the case number to me at cts-outforums AT  live.com

    I will then work along with the contact person and ensure we capture the logs on a repro. I will then take this forward with concerned team.

    Please note: - That if the issue you are reporting is due to a code defect in Outlook 2013, you will not be charged for support.

    I will update this thread the moment we have a fix for the reported issue.

    Can you start Outlook in safe mode and check if you see the missing emails.

    Steps to Start Outlook in safe mode:

    A) Point to START >>> RUN.
    B) Type “Outlook /Safe” and click ok.
    Please note:- There is a space between Outlook and /safe.

    Let me know if you need any information from me. I will glad to try my best and answer them for you.
     
    I look forward to your reply.

    @ Korggy: I am sorry to hear that you had to revert back to Outlook 2010. I will be happy to provide you with an update.

    @
    cybershooters: I am from Microsoft Outlook team, I will be happy to work on this issue to see why Outlook 2013 isn’t displaying right number of emails. However it’s really tough to troubleshoot this issue without a successful repro in the our lab.

    @ ABCFED: I have been trying to repro this issue for more than a week now on Outlook 2013 RTM build on multiple machines and I still couldn’t. Please correct me if I am missing something.

    Best Regards,

    Sunil Kumar [MSFT]

    Saturday, November 24, 2012 6:33 AM
  • You mentioned you have 500 emails in inbox, but what about the overall mailbox size? I haven't installed Outlook 2013, but this IMAP issue is a major impediment to our rollout. Based on what I read from these threads, you will only experience this problem when you have lots of emails in your Gmail account. Most of the users reporting this IMAP issues have years of emails saved in the Gmail account. If your test accounts don't have a mailbox size that is matching theirs, if you are only using a test Gmail account with only a few hundreds test messages overall, then very likely you won't see the problem.

    Our entire company's email system is hosted on Google, so unfortunately, as much as we would like to try out Outlook 2013, we won't be doing that until this IMAP issue is resolved.

    Henry Lu, CIO

    Saturday, November 24, 2012 5:58 PM
  • I'd like to add some more information here in order to help find the source of this annoying problem. I'm using Windows 8 Pro and Office 2013 RTM. I use my hotmail account as my primary account and it's working great! No addin necessary to sync email, calendar and address book. Then I also added two additional account. These two set up as IMAP accounts. Not with Gmail! I use my email accounts that I got from my ISP in Switzerland. I can either conntect to them using POP or IMAP. Now the interesting thing is that when I first set up these two account, I saw all emails in those accounts. But after using Outlook 2013 a few times, the old emails disappeared. And by old I mean all that are older than 1 or 2 days. But when I get a new email, it will show up in Outlook. I was scared that the missing emails got deleted from the IMAP server, but fortunately they're all still there. I don't have a lot of emails in those account.  Not more than 30 or so. Also I tried to put the red flag using webmail and see if that'll bring back the emails into Outlook 2013. But that didn't work eiter.

    @ Sunil Kumar: I have started Outlook with the /safe option (was a bit more complicated with Windows 8, but thanks to my experience back to good old Dos 2.1 i was able to use CMD, go to the right folder and start the exe.). But that didn't solve the problem. It's like Outlook just forgets the the old emails and does not re-sync them. If you want, I can send you a screenshot where you see Office 2013 and webmail side-by-side and you see that all emails older than a few days are not showing up in Outlook 2013 anymore. And I know that I can set-up each account in Outlook how long back I want to see the emails, I set it to the maximum (default).

    Saturday, November 24, 2012 6:42 PM
  • "@ cybershooters: I am from Microsoft Outlook team, I will be happy to work on this issue to see why Outlook 2013 isn’t displaying right number of emails. However it’s really tough to troubleshoot this issue without a successful repro in the our lab."

    Do you want me to contact PSS?  I don't think I'm having as much trouble as the people using Gmail though.

    I do get this error fairly often though:

    15:35:50 Error synchronizing folder

    15:35:50                [8004DF03-0-0-560]

    Is there somewhere at least that gives an idea what the sync errors mean?

    Saturday, November 24, 2012 10:40 PM
  • Hi Sunil Kumar,

    Thank you for your attention to this issue. I'll gladly help however I can. I'll log a ticket in a few minutes, but here is some additional info:

    I tried outlook in safe mode and it didn't bring the missing emails back into my list. I've reverified that the emails are not actually missing from gmail, they are simply not showing up in my outlook 2013 mail boxes.

    I have a lot of computers (comes with being a software developer), I use two computers most often. My PC has Win7 x64 and outlook2010. Outlook is set up with imap against 5 imap accounts, all hosted by google. Some are lightly used, others are heavily used.

    My laptop has has new win8 x64 install with office/outlook 2013. I connected 4 of the 5 imap accounts in outlook and started having the problem within a few days. I've not really used it since for obvious reasons. To reverify the issue exists, I started outlook 2013 on the laptop this morning and ran it this morning and bounced around a between mailboxes a few times every 15 minutes or so. Within a few hours, I lost the first email box of history and within about 3 hours I lost a second email box of history. (emails are unaffected on my pc with outlook 2010.)

    I'll continue to run outlook 2013 (safe mode) on my laptop and see if continues to occur throughout the day.

    One of the gmail accounts that most recently had the problem is only about 1 month old, and has maybe 5 emails an hour. (mostly automated email and spam.)

    Greg Steele

    Monday, November 26, 2012 8:56 PM
  • Question for the forum -- has anyone had the "disappearing email" problem occur with a low-volume/new email account. Mine are all medium to high volume. (though one gmail account was only one month old.) I'm logging a ticket and want to make sure they get the best info we have. :)

    Monday, November 26, 2012 9:15 PM
  • Question for the forum -- has anyone had the "disappearing email" problem occur with a low-volume/new email account. Mine are all medium to high volume. (though one gmail account was only one month old.) I'm logging a ticket and want to make sure they get the best info we have. :)


    I've experienced the issue with low and high volume accounts
    • Edited by SCONSULTING Monday, November 26, 2012 9:23 PM
    Monday, November 26, 2012 9:23 PM
  • Additional info:

    I've now been able to reproduce the problem 4 times today on different accounts.

    The last account had the timing set to 1 month of emails, and the inbox was pretty low volume. (under 300 for the life of the account and about 12 emails in the inbox for the last month. The emails disappear for the month, but new ones still come in.

    Interesting test:

    I slid the bar from 1 month of emails to show to "3 months" to show and it brought the first 2 months of emails into the previously empty email box suffering from the 'disappearing email', but it did not bring back the current month that had disappeared. Then I slid the bar back to the "1 month" setting, and let it sync. This didn't bring back the missing current month of emails either.

    Greg

    Monday, November 26, 2012 9:56 PM
  • Hi Sunil,

    I was finally successful at getting a ticket. Anthony at the partner tech desk was able to create a support.

    What are the next steps for us to troubleshoot? If you call me or email me I'd be glad to send you logs, or whatever else may help you. I can also set up a GoToMeeting or webEx to the machine that reproduces the issue.

    Let me know how to best help. - Greg Steele (greg at steeleconsult.com)



    Monday, November 26, 2012 10:15 PM
  • It just happened again on my Google Apps IMAP account - all e-mails prior to today are GONE.  They are still on the server, I just had to delete and recreate the account in Outlook.  But this is driving me nuts!

    Amount of mails in inbox:  442
    Inbox size:  approx. 100 MB
    Incoming mail server:  imap.gmail.com  (SSL, Port 993)


    • Edited by SCONSULTING Tuesday, November 27, 2012 4:02 PM
    Tuesday, November 27, 2012 4:01 PM
  • Hi SCONSULTING,

    I'm on with techsupport right now and they are t-shooting. To help troubleshoot, can you give us some details on these questions:

    1) Was your account that experienced the problem set to retrieve, 1 month, 3 months, 6months, or 'all' email on the box?

    2) Do you have email in subfolders or is all the email in the inbox?

    3) Are you using Outlook 2013 32bit or 64bit?

    4) Win 7 or Win 8? (32bit or 64bit?)

    Thanks.

    Tuesday, November 27, 2012 4:08 PM
  • Hi SCONSULTING,

    I'm on with techsupport right now and they are t-shooting. To help troubleshoot, can you give us some details on these questions:

    1) Was your account that experienced the problem set to retrieve, 1 month, 3 months, 6months, or 'all' email on the box?

    2) Do you have email in subfolders or is all the email in the inbox?

    3) Are you using Outlook 2013 32bit or 64bit?

    4) Win 7 or Win 8? (32bit or 64bit?)

    Thanks.

    Hi Mister Steele,

    Great, good to know that the issue is being investigated:

    1. Retrieval was set to 3 months

    2. All the E-Mail is in the inbox

    3. Outlook 2013 64 bit

    4. Windows 8 64 bit

    If you need any further info, let me know.

    Thanks for Troubleshooting!

    Tuesday, November 27, 2012 4:12 PM
  • I hope you don't mind, I'm not SCONSULTING but I can tell you my configuration:

    1) account set to all (ruler put to the far right side)

    2) I do have subolders.

    3) Outlook 2013 32bit

    4) Windows 8 Pro (32 bit)

    and IMAP accounts are not from Gmail. It's my ISP email account that I can use with POP or IMAP. So it's not a Gmail-problem, it must be a general IMAP problem.

    Oh, and thanks for investigating into this issue.

    • Edited by Mr. Big Al Tuesday, November 27, 2012 4:19 PM
    Tuesday, November 27, 2012 4:17 PM
  • Thanks Mr. Big Al. That info definitely helps. Just trying to narrow down the easiest way to reproduce the issue and perhaps identify some parameters that prevent the problem from occuring.

    It seems to happen most often to me when I'm receiving an email - the bar says its 'syncing', and I move to another folder. Then come back. It doesn't happen every time, but definitely can be reproduced many times in a day.

    Has anyone else noticed the "precise" moment that it happens? Is it always when you are receiving an email? (I've never had to send, delete, or edit anything. It seems to happen when I'm moving from one account to another and a "sync" is occuring.)

    If anyone else has info on the issue, please post it.

    Tuesday, November 27, 2012 5:13 PM
  • For anyone having the problem, please make sure all your 3rd party add-ons are disabled. This will speed up trouble shooting the issue. (I don't think its the issue, but I did have a GoToMeeting 3rd party add-on in outlook.) I'm waiting to see if the problem occurs with the add-on disabled.

    Tuesday, November 27, 2012 5:24 PM
  • It does happen with the add-ons disabled, already tried that.  And in safe mode.  And I'm using Windows 7 x64.
    Tuesday, November 27, 2012 5:39 PM
  • Has anyone else noticed the "precise" moment that it happens? Is it always when you are receiving an email? (I've never had to send, delete, or edit anything. It seems to happen when I'm moving from one account to another and a "sync" is occuring.)


    I have the suspicion that it mostly happens when I'm switching between multiple IMAP accounts within Outlook 2013 (clicking on inbox of another IMAP account).
    • Edited by SCONSULTING Tuesday, November 27, 2012 5:51 PM
    Tuesday, November 27, 2012 5:48 PM
  • Same issue here thought I was going nuts.

    Just killed the IMAP account (MailEnable) and set it up again. Mail was fine then after a few hours i get just email from the past few hours. This just started happening the past week.

    Tuesday, November 27, 2012 9:04 PM
  • Also to make matters worse i have a win 8 x64 and the same setup on another laptop and this does not happen. actually the difference is that i have 2 other imap accounts as well with a rule to move to my main inbox.
    Tuesday, November 27, 2012 9:24 PM
  • Just happened to me again - 24 hours after the previous occurence....
    Wednesday, November 28, 2012 3:05 PM
  • I think that the new feature, that allows you to decide how much email you want to keep synchronized, is broken.

    I haven't heard a single word from MS on this matter. I went back to Office 2010. I'll wait until they release a hotfix or something... And MS said that the IMAP experience was going to be much better with O2013...


    Wednesday, November 28, 2012 4:19 PM
  • I think that the new feature, that allows you to decide how much email you want to keep synchronized, is broken.

    I haven't heard a single word from MS on this matter. I went back to Office 2010. I'll wait until they release a hotfix or something... And MS said that the IMAP experience was going to be much better with O2013...



    Yes, could be.  In my opinion the IMAP handling in Outlook 2010 was pretty good - it only downloaded the mails that I wanted to read and never reached the GMAIL bandwidth limitation, even with a 3GB account.  I was able to add a new IMAP account within seconds and saw instantly all mails since it only downloaded the headers.
    Wednesday, November 28, 2012 4:54 PM
  • Yes I have. I posted this in another forum, but I think that one is too stale.

    I've been working with this issue a little bit now, using the Outlook 2013 RTM (via MSDN). If I have a new message, it will show up in the web and in Outlook as expected. However, if I move it to a folder in a .pst file, it will not be removed from the Inbox on the server (which really screws up other devices accessing the account). If I delete the file from the Outlook inbox, it will delete from the server as expected. So is Outlook not processing the IMAP requests to delete the message from the server when it is moved somewhere else? I'm not sure. I've  been digging around in any settings or filters I can find, and unfortunately Outlook 2013 has removed (or hidden) several "advanced" folder options for IMAP accounts that existed in Outlook 2010. This was never an issue in Outlook 2010.

    Another thing to note, is when I read an e-mail message on the web or on another device, it will not show as read in Outlook. And, once that happens, even deleting the message does nothing, so it is as though the relationship between Outlook's copy and the server copy breaks; the only thing that seems to work properly is getting new messages and straight-up deleting them. (This defeats the purpose of having IMAP set up, in my opinion.)

    I also checked the Sync Issues folder and found no errors. I'm using Norton Antivirus, but some of the scanning it does seems to have little effect on IMAP accounts, so I don't think it is interfering with this at all.

    Not sure if this is relevant, but it would also seem that Outlook has difficulty maintaining a relationship with other IMAP folders that are not on Gmail. However, those problems are far less present than its interaction with my Gmail account.
    Thursday, December 6, 2012 7:09 AM
  • There were several advanced IMAP Folder settings that were removed from Outlook 2013, and another thread mentioned this was by design. I'm not sure why they would do that, except to discourage the use of IMAP protocols. Quite unfortunate.
    Thursday, December 6, 2012 7:14 AM
  • Hi Team,

    I was able to work with a Microsoft tech team member on this for several hours a couple of weeks ago. We set up some tests and here are the results:

    We have found that with Outlook 2013 imap accounts all set to "DELIVER ALL MAIL" rather than "DELIVER 1, 3, or 6 months" worth of mail, the problem has gone away. I was able to reproduce the problem of disappearing inbox mail with imap on a daily basis, usually within a few hours. The is the issue that Korgy originally reported to start this thread. I have 5 imap email accounts set up on my original laptop.

    To verify, I've set up outlook 2013 on my desktop with the 5 imap accounts and have not had the problem. (Note that when I set it up on my laptop, it was a fresh install of outlook2013 64bit on win8 x64. My PC has outlook2013 32bit and win 7 x64.

    I've also installed outlook 2013 on my wifes laptop with win7 x64 and she hasn't had the problem. (with her settings to "Delivery ALL mail, rather than 1,3 or 6 months worth -- the little slider on the imap settings screen is where this is set.)

    My partner has a windows 7 64bit laptop, and upgraded from outlook 2010 32bit to outlook 2013 32bit last week which automatically picks "deliver all mail" for upgraded imap accounts. He has about 4 imap accounts and hasn't had the problem occur with heavy email usage. (All of our accounts get around 100 email a day, and have thousands of email in the inbox.)

    PROPOSED FIX/WORKAROUND:

    So Im not sure if this is the only issue, but it seems to have made the problem go away for us. If you have the problem of "disappearing email from your imap inbox", do the following:

    Delete the imap accounts and re-set them up with the setting to deliver "all mail", not 1, 3, or 6 months worth. For good measure, disable any 3rd party add-ins. Let the inbox sync (could take a few hours if you have a large amount of mail.)

    If the "disappearing email" issue has occured to you, please follow these steps and let us know if it fixes it or not. (not really a fix, more of a work-around.) Be pretty detailed of what you did, how your configured, what imap provider your using, etc. Let the thread know if it fixes the issue for you or if it still occurs.

    A few more notes:
    1) My email imap accounts are google apps for business accounts, which are essentially gmail.
    2) When I set some of the accounts to "1, 3 or 6 months" of email on the outlook slider bar, and other accounts to deliver "all", only the accounts that were set to "1,3 or 6" on the slider would experience the disappearing email problem.

    3) Once an account had email disappear, there was no way to get it back by changing the slider bar. I had to remove and re-add the account fresh in outlook. (perhaps deleting the temp cash file also worked, but that is nearly removing the account and readding it.)

    4) I have some of my large email accounts set on the google side to limit the number of emails delivered to imap clients to 2,000. I don't think this matters, but if you want to limit the # of emails to sync, this seems to work properly and not mess up outlook. This setting can be found in gmail settings, under "Forwarding and POP/IMAP", under the "Folder Size Limits". I have "Limit IMAP folders to contain no more than this many messages=2,000." I only have this set on a few of my accounts. Others are set to the default of "unlimited".

    Thanks!  


    Thursday, December 6, 2012 2:26 PM
  • Mmm, this isn't a solution to my problem, it just hangs up on sync occasionally.  So occasionally I cannot recreate the issue.  So the sync fails basically and once it fails I have to recreate the OST to get the thing to come back to life again.  Also I cannot directly purge, I have to switch folders, there is a setting for that but fiddling with it makes no difference.

    It's not my service provider, still using the same IMAP4 service with Office 2010 on other PCs and it works fine.

    Thursday, December 6, 2012 5:47 PM
  • Mr. Steele, thanks for sharing your experiences with the Microsoft team.  However, to me this happens also with the slider setting on "ALL Mails".  I am using 1 Google Apps and 1 GMAIL IMAP Account.  Since I switched to Office 2013 I am recreating e-mail accounts on a daily basis.  Maybe there is a VBA script to automate this :-) Quite ridiculous...

    Tuesday, December 11, 2012 10:40 AM
  • Hi SConsulting. Darn. I've got Outlook 2013 with imap against gmail accounts (google free business accounts) running on 5 laptops and one desktops now, and we've not seen that issue since the slider fix. The Microsoft team member I was working with is out of office a few more days, but when he gets back I'll make sure to mention that the slider didn't help fix it for you.

    Tuesday, December 11, 2012 3:16 PM
  • Wanted to chine in to advise the issue has not re-surfaced in about a week for the thankfully.

    i removed my imap account from mail and deleted the ost and started off with the setup all mail offline.

    My only issue is the constant hanging (requires OL restart) when imap is synching and i try to goto another area for my exchange account i.e. calendar, people or the other mail account.

    -- imap with exchange account on OL 2013. imap is mailenable using my own domain

    Thursday, December 13, 2012 1:36 PM
  • update hangs when the imap account is not syncing also. no 3rd party add ins and people pane off btw.
    Thursday, December 13, 2012 1:37 PM
  • Now it also started to happen with an Exchange 2003 IMAP account - almost on a daily basis.  Also, every once in a while it created an additional Junk E-Mail folder, which means that I now have Junk E-mail, Junk E-Mail1, Junk E-Mail2, and so on....I really regret that I have updated to Office 2013.  Is Microsoft actively looking at this issue?
    Thursday, December 13, 2012 3:45 PM
  • The latest round of patches from MS fixed it for me. It's being working for 2 days now....
    Thursday, December 13, 2012 5:23 PM
  • Dunno if its an update, but mine seems to have gotten worse, now the "purge items when switching folders" setting seems to have stopped working.
    Thursday, December 13, 2012 5:37 PM
  • Didn't fix it for me as it just happened again after rebooting the PC due to the patch round.  I went through the update history and it seems like the Office 2013 patches do NOT address any IMAP issues... 
    Thursday, December 13, 2012 5:39 PM
  • I keep getting this:

    10:51:39 Synchronizer Version 15.0.rup

    10:51:39 Synchronizing Mailbox 'blahblah@blahblahblah.blah'

    10:51:39 Synchronizing local changes in folder 'Inbox'

    10:51:40    1 item(s) added to online folder

    10:51:40    3 item(s) updated in online folder

    10:51:40 Error synchronizing folder

    10:51:40                [8004DF32-0-0-230]

    10:51:40 Done


    What does that error message mean, is it a permissions issue?
    Thursday, December 13, 2012 5:52 PM
  • Hi guys,

    I have the same problem on WIN 8 32 bit. Now here is an interesting info frommy Sync issues folder right after all my e-mails disappeared from Inbox:

    16:04:58 Synchronizer Version 15.0.rup

    16:04:58 Synchronizing Mailbox '----------------------------'

    16:04:58 Synchronizing server changes in folder 'Inbox'

    16:05:00                  521 item(s) deleted in offline folder

    16:05:00 Canceled

    Well this is really ridiculous. I have not deleted my mails of course but strangely enough Outlook 2013 deleted them automatically for no aparent reason. This happened after I went to see my Deleted items folder and then got back to Inbox. I thought the latest update solved my problem but after a day without issues, here's the outcome. I begin to suspect that in 90% and over of my cases with disappearing, a switch between Deleted Items and Inbox is the culprit.


    • Edited by zerotox Friday, December 14, 2012 2:25 PM
    Friday, December 14, 2012 2:22 PM
  • Odd as i only have sync issues folder on a new mailbox i added recently, should this be on all created imap accounts?
    Friday, December 14, 2012 2:50 PM
  • In my case it is totally random.  My Gmail IMAP accounts have been stable for a week now.  But since a couple of days I have this behavior DAILY on my Exchange 2003 IMAP Account - and no indication under Sync Issues.  But at least I have now the ability to re-create Outlook accounts with closed eyes :-)
    Friday, December 14, 2012 2:55 PM
  • Well, mine is not a Gmail IMAP account, it's our Company's IMAP 4 server account.

    I have had some of the other issues as well - when switching between keeping messages offline for 1 to 3 months and vice versa, the latest fail to appear. It has hppened both to Inbox and Sent items folders.

    Friday, December 14, 2012 3:08 PM
  • Never mind about the updates. This morning happened again. I can only see 2 emails now (Outlook is configured to keep 3 months visibility)...

    MICROSOFT WHERE ARE YOU?!?!?!?! ANYBODY HOME????

    Friday, December 14, 2012 4:46 PM
  • Today it happened on one of my accounts the 11th time.  Being tired of recreating accounts all day, I installed Mozilla Thunderbird as a workaround.  Microsoft should take a look at Thunderbird - it handles IMAP accounts extremely fast and stable.
    • Edited by SCONSULTING Tuesday, December 18, 2012 10:25 AM
    Tuesday, December 18, 2012 10:24 AM
  • Mine is random too, I just can't fathom the behaviour.
    Tuesday, December 18, 2012 9:01 PM
  • Guys, this is the most useful thread I have seen on Outlook 2013 and disappearing IMAP mail but the core problem doesn't quite replicate what I am finding. My problem occurs on Outlook 2013 RTM but did not occur on earlier preview versions.

    My IMAP server is maintained by myself at home (it happens to be SmarterMail). Outlook 2013 RTM is consistently deleting mail older than precisely 2 weeks (e.g. it is time sensitive...). The email is genuinely being deleted - it does not go into any of the potential trash folders and it is being removed from the IMAP server.

    I have variously removed filters, varied the IMAP settings, double checked the AutoArchive settings and even looked into conversation cleanup without any solution. The problem is confined to the InBox only - I maintain several folders on the same IMAP account with old email that is not being deleted. Outlook is not even deleting it's spam folders... just my InBox mail, whether read or unread (usually it is unread, since it naturally deletes the oldest mails in my inbox and I usually delete or move mails myself when I have read them.

    Wednesday, December 19, 2012 4:32 PM
  • I give up, it's clear from this thread there are several different problems with IMAP4 and Outlook 2013, I've gone back to Outlook 2010 and my productivity just doubled.  I'm really beginning to think Office 2013 is a disaster, it just doesn't work well enough.  Sorry, I tried really hard to like it.

    These problems can only be resolved by product development imo.  Still no response as to what that sync error means.  This is a failed attempt at improving the product.  And this is what I'm going to be telling my clients unless it gets significantly better in the next couple of months.

    Sunday, December 23, 2012 10:24 PM
  • I suspect this will get fixed in a service pack a few months after it's highlighted in grand fashion by Engadget and Gizmodo. By that point, unfortunately, many will have written off Office 2013 altogether. It's a real shame because there is a lot of potential in the other improvements they made, but unfortunately they couldn't get the basics right.

    I'm also surprised that Outlook 2013 still uses Word to render HTML email rather than IE9 or IE10. It may be because the Office team suffers from Not-Invented-Here syndrome.

    Wednesday, December 26, 2012 3:26 PM
  • I'm experiencing the same problem. Win8 Pro 64bit, Office 2013 64bit, Google apps business account.  No way in getting any messages in my inbox, now using Windows mail for mail and Outlook 2013 just for the Google calendar. ActiveSync between OL2013 and Google still doesn't work either, so I'm stuck.

    I really like the new 'modern' style but I will revert to Office 2010.  Luckily only one computer on which I was testing Office2013.

    Thursday, December 27, 2012 8:23 PM
  • Google just ditched support for Activesync, so all the gmail account people will be going to IMAP4.  Oh happy day for them.
    Tuesday, January 8, 2013 7:26 PM
  • I have just installed 2013 one day ago, and lost access to new emails on gmail/imap account.  I did restart in /safe mode and they came through - strange. And frustrating.
    Tuesday, January 8, 2013 9:33 PM
  •  

    Outlook 2013 is not compatible with Gmail.

    I don't think it is compatible with Smarter Mail either

    Wednesday, January 9, 2013 8:32 AM
  •  

    Outlook 2013 is not compatible with Gmail.

    I don't think it is compatible with Smarter Mail either


    Yes, it is. It's not compatible with the ActiveSync transport of Gmail, but that is not the issue that is being discussed here.

    Regards, Rudi Visser Ljund (UK) Limited

    Wednesday, January 9, 2013 8:50 AM
  • Just found this thread.  I'm losing my local inbox copies intermittently - changing the 'Mail to keep offline' setting cures it for a while then it happens again.  This is against Tuffmail, with 9000 messages on the mail server of which 3700 stored locally.

    Lame to say the least, that MS haven't resolved this in over 3 months

    If there isn't a fix soon I think I'll try Tbird ...

    Brian Abbott


    Brian Abbott

    Thursday, January 17, 2013 1:36 PM
  •  

    Outlook 2013 is not compatible with Gmail.

    I don't think it is compatible with Smarter Mail either


    Scroll up slightly, I already mentioned Google has dropped support for Activesync.
    Thursday, January 17, 2013 4:53 PM
  •  

    Scroll up slightly, I already mentioned Google has dropped support for Activesync.


    But the problems mentioned here concern IMAP, this has nothing to do w/ ActiveSync.
    Thursday, January 17, 2013 4:57 PM
  • Or Outlook 2010.  I mean I understand the point that we should call PSS but who has the time really to narrow down IMAP4 bugs in a new piece of software.  It's clear to me reading the threads on here that this isn't one bug, there seem to be several problems.  Maybe they're all linked to one issue.  It's something that needs to be looked at in-depth by product development.
    Thursday, January 17, 2013 5:06 PM
  • This problem seems to occur with greater frequency on slower connections.

    Yesterday I was connected via WIFI hotspot on a phone connected to an EDGE network and closed Outlook during a sync as the connection was too slow.

    Of course this resulted in my entire inbox being dropped :(

    Relevant log messages, note that these 3 logs were sequential:

    =2:18PM=

    12:18:04 Synchronizer Version 15.0.rup

    12:18:04 Synchronizing Mailbox '<snip>'

    12:18:16 Terminated in error

    12:18:16                                 [800CCC0E-0-0-940]

    =1.33PM=

    11:23:42 Synchronizer Version 15.0.rup

    11:23:42 Synchronizing Mailbox '<snip>'

    11:24:05 Synchronizing server changes in folder 'Drafts'

    11:32:12 Error synchronizing folder

    11:32:12                                 [800CCC0F-0-0-560]

    11:32:12 Synchronizing server changes in folder 'Inbox'

    11:32:12 Synchronizing server changes in folder '[Gmail]'

    11:32:12 Synchronizing server changes in folder 'Important'

    11:32:36 Error synchronizing folder

    11:32:36                                 [800CCC0E-0-0-560]

    11:32:36 Synchronizing server changes in folder 'Starred'

    11:32:36 Error synchronizing folder

    11:32:36                                 [800CCC0E-0-0-560]

    11:32:36 Synchronizing server changes in folder 'Follow up'

    11:32:36 Error synchronizing folder

    11:32:36                                 [800CCC0E-0-0-560]

    11:32:36 Synchronizing server changes in folder 'JIRA'

    11:32:36 Error synchronizing folder

    11:32:36                                 [800CCC0E-0-0-560]

    11:32:36 Synchronizing server changes in folder 'Leave Notifications'

    11:32:36 Error synchronizing folder

    11:32:36                                 [800CCC0E-0-0-560]

    11:32:36 Synchronizing server changes in folder 'Junk E-mail'

    11:32:36 Error synchronizing folder

    11:32:36                                 [800CCC0E-0-0-560]

    11:32:36 Synchronizing server changes in folder 'Misc'

    11:32:36 Error synchronizing folder

    11:32:36                                 [800CCC0E-0-0-560]

    11:32:36 Synchronizing server changes in folder 'Priority'

    11:32:36 Error synchronizing folder

    11:32:36                                 [800CCC0E-0-0-560]

    11:32:36 Synchronizing server changes in folder 'Basecamp'

    11:32:36 Error synchronizing folder

    11:32:36                                 [800CCC0E-0-0-560]

    11:32:36 Synchronizing server changes in folder 'Sent Mail'

    11:32:36 Error synchronizing folder

    11:32:36                                 [800CCC0E-0-0-560]

    11:32:36 Synchronizing server changes in folder 'Trash'

    11:32:36 Error synchronizing folder

    11:32:36                                 [800CCC0E-0-0-560]

    11:32:36 Synchronizing server changes in folder 'Spam'

    11:32:36 Error synchronizing folder

    11:32:36                                 [800CCC0E-0-0-560]

    11:32:36 Done

    =1:32PM=

    11:23:33 Synchronizer Version 15.0.rup

    11:23:33 Synchronizing Mailbox '<snip>'

    11:23:33 Synchronizing Hierarchy

    11:23:33                   3 folder(s) updated in online store

    11:23:50 Synchronizing local changes in folder 'Inbox'

    11:31:57                   3497 item(s) deleted in offline folder

    11:31:57 Done

    ===============

    Not sure why it's deleting 3497 items from my offline folder, I certainly didn't initiate that change.

    Thursday, January 17, 2013 8:20 PM
  • What do these sync error codes mean?  Can someone from Microsoft fill us in please?
    Friday, January 18, 2013 6:32 PM
  • The Outlook problem appears to be a malfunction with OST Exchange caching interfering with IMAP accounts.  Microsoft did not get the 2010 PST IMAP to 2013 OST IMAP conversion fully correct.  OST was not originally designed to support IMAP accounts.  I had to delete the IMAP OST and restart Outlook four times to get Outlook to show all of the emails as viewable in the inbox.  The emails were there from the first try, just not viewable because of the OST Exchange bug.  Hint to Microsoft: Check OST Exchange caching for inadvertent filtering of the IMAP view. 

    I am using Outlook 2013 with two IMAP accounts with no problem once the problem was flushed with the multiple restart deletes.  Two years and 5000 emails are now viewable in one of the IMAP accounts.

    To get Outlook 2013 to work with IMAP, just whack Outlook a few times with restart deletes. 

     

    Monday, January 28, 2013 9:18 PM
  •  

    Scroll up slightly, I already mentioned Google has dropped support for Activesync.


    But the problems mentioned here concern IMAP, this has nothing to do w/ ActiveSync.

    Which is what I was saying... like I said... scroll up slightly, read the thread.
    Monday, February 4, 2013 5:02 PM
  • But I had it happen on something that had no Exchange accounts.  Recreating the OST does bring it back to life briefly.
    Monday, February 4, 2013 5:05 PM
  • The problem does not just relate to Gmail.  I am having the same problem with AOL webmail.  I upgraded a Sony Vaio S laptop from Windows 7 to Windows 8 last week.  Then two days ago, I upgraded my Windows Office package to Windows Office 2013, with an interest in using Outlook for the first time.  So please be aware I am new to Windows 8 and Outlook and on a learning curve with both.

    The upgrades were handled by a  Microsoft team at a store nearby.  When we added my AOL account to Outlook, I watched the Inbox number increase to the 3000+ emails in my AOL inbox right now, growing with the days spent over the past week on too many technology issues with both upgrades.  Anyway, it recreated all my folders and populated them with what I had saved in them.  But after I left and came back, the number of Emails in the Outlook Inbox went down to 82. The bottom left part of the screen said ITEMS: 100 UNREAD:82.  All my emails remained in the AOL webmail inbox.  I read you have to use IMAP because if you use POP3, you will delete all  your emails from the AOL server.  So I used IMAP because I wanted to create a mirror image of my AOL email, with all my folders, in Outlook, so I can use either service.  It created all my folders and seems to have the right number of emails in them. 

    Yesterday, I deleted the account to try again.  I found instructions online and added it myself, using manual settings, with incoming server imap.aol.com and outgoing server smtp.aol.com.  I had to change the outgoing server# to 587, as Outlook wanted to use 25 and that did not work.  Again, I watched the Outlook Inbox # go up to over 3,000, so I thought maybe it was now working correctly after doing the manual settings.  While I was going back and forth checking if the numbers matched on other folders, the Outlook Inbox # dropped to around 80 again.  It keeps fluctuating a little, but not going up much. 

    Right now in Outlook my Inbox says 116 in the left column and in the lower left corner it says ITEMS: 136  UNREAD: 116.  It is pulling the most recent emails.  136 of them are displaying in my Outlook Inbox, with 116 of them highlighted as Unread.

    The weird thing is that I checked the Sent mail folder and it says 1,734 on the left column. The lower left corner says ITEMS: 5,157  UNREAD: 1,734  This matches what AOL has, although Unread doesn't mean much in Sent mail except you didn't go back and open it again. 

    Also, I dispute one of the commenters who thought the problem could be related to slow internet connection.  I have Verizon FIOS and am getting speeds of around nearly 25Mbps.  Also, I did not set any filters and do not believe there are any on.  I did notice on my Gmail account on Outlook, it shows filters and I'm not sure what those are and what was set, since I didn't set any filters on the account. 

    Thank you for any additional information. Is this a Microsoft glitch with MS Office 2013?  It seems that way to me.  I just joined this forum today, but I am surprised to see the problem first showed up here in October and Microsoft still has not provided a solution or fixed the program.  When will it be fixed?  At this point Outlook is mostly unusable to me, which is disappointing for a first-time buyer of it. 

    I'd appreciate any additional information on solutions and in particular a reply from Microsoft on what they are doing to address the problem.   

    Thank you!

    Monday, February 4, 2013 10:37 PM
  • yeah, it's not bandwidth, I'm also on a 25 Mbps connection and the ISP has even more.
    Thursday, February 7, 2013 12:55 AM
  • I just found this thread on Google after experiencing this problem. I only installed Office 2013 a few days ago as part of the 1-month free trial. I have 13 IMAP accounts, and this is happening one by one with them. I have each INBOX in my favorites, and I've noticed that all messages will disappear, but new messages will begin appearing. I did the remove/re-add process, and this fixed it temporarily. Just now, I had all messages in my main Google Apps account disappear. I changed Googles IMAP settings from 1000 messages to All in their settings, and changed Outlook from 6 months to All. Eventually, Outlook started re-syncing from scratch.

    I've been running Outlook 2010 for quite a while and never had this issue. Outlook 2010 would just keep removing my favorites or randomizing the order, but after closing and restarting Outlook 2010, they would all come back.

    Guess this tells me that at the end of my free month, I should just stick with Office 2010 and wait for Office 2013 to get some QA testing and a Service Pack.

    Thursday, February 7, 2013 4:01 AM
  • Dear Microsoft Outlook Forum Support,

    If you're unable to reproduce the issue, you haven't tried. It's an obvious issue, affects many people, and you should be able to reproduce it easily if you actually USE Outlook 2013. Please take some time to use it as your primary email software, connect it to several IMAP4 accounts (like Gmail and Google Apps accounts), and load it up with more than 1,000 emails per account. Set the Outlook offline cache to something other than All, set your Gmail IMAP settings to show only the last 1,000 messages, and then experiment with going from folder to folder, sync'ing, receiving new mail, etc.

    It will happen. It's unpredictable. It's VERY annoying. It's non-obvious to those of us who know all the options and have used Office for many years as to why it's happening. That's why the case is being filed.

    This isn't a 'low hanging fruit' ticket you can just glance over and have resolved in a few minutes. This will take you some time. It's a MAJOR bug, and will need to be fixed, else users will not be able to use Outlook 2013 reliably and will have to switch to another product. It's that critical, and I don't think I could present this to you more simply.

    We'd appreciate it if you'd put as much time into using Outlook 2013 as we do, so you can see the failure for yourself.

    Replying that you are unable to reproduce the issue is unacceptable. Many of us have already reproduced the issue without trying at all.

    Thursday, February 7, 2013 4:12 AM
  • I have the exact same problem. Two separate Gmail related accounts (one Gmail.com and one using their Google Apps services.)

    Randomy, when switching from one inbox to another I will come back to a blank inbox. All previous e-mail before that time is gone and only new e-mail is viewable. Rinse repeat until it happens again.


    • Edited by Talendor Thursday, February 7, 2013 11:53 PM
    Thursday, February 7, 2013 11:52 PM
  • Unfortunately i encountered the same problem, both in the preview as in the finished product which I bought last week. I use outlook 2013 to connect to my outloo.com adress and two smartermail imap inboxes.

    - Mails in inbox dissapering in from imap accounts in outlook 2013 (i see a new mail arriving and seconds laters it's gone). Unfortunately it's also gone from the smartermail webmail interface. Not to be found in the deleted items aswell.

    - Drafts are not deleted from the drafts folder on the imap accounts

    BUMP!

    Friday, February 8, 2013 3:53 PM
  • Brian,

    If possible please contact product support and open a support case.  For this kind of issue it will require getting log files and troubleshooting.  This is not something we will be able to address in the forums.  I've tried to repro with a couple IMAP accounts but so far I have not been able to cause the problem to occur.

    To open a case you can do so from the web, https://support.microsoft.com/get-support/office/outlook-2013, or call 1-800-642-7676. 

    Friday, February 8, 2013 8:31 PM
  • I am opening a case with Microsoft right now.

    It will eat up one of my free Support Incidents, but I think it's worth it... I will keep everybody updated on the issue.

    Thursday, February 14, 2013 3:31 PM
  • Outlook has again decided to relieve me of my inbox:

    1:17:30 Synchronizer Version 15.0.rup
    1:17:30 Synchronizing Mailbox '<snip>'
    1:17:30 Synchronizing server changes in folder 'Inbox'
    10:15:24     6453 item(s) deleted in offline folder
    10:15:24 Done

    As usual, I did not ask for 6453 items to be deleted...

    When I look at C:\Users\<username>\AppData\Local\Microsoft\Outlook I see that the <email address>.ost PST file is only 318mb vs the <email address>.ost.old (from Outlook 2010) which is 1.7 GB - so the data is definitely not just being filtered out, it's being deleted and somehow blacklisted from returning during sync.

    Later on in the logs there is the usual "Error synchronizing folder" message:

    14:23:24 Synchronizer Version 15.0.rup

    14:23:24 Synchronizing Mailbox '<snip>'

    14:23:24 Synchronizing local changes in folder 'Drafts'

    14:23:27                   1 item(s) updated in online folder

    14:23:28 Error synchronizing folder

    14:23:28                                 [800CCC0F-0-0-560]

    14:23:28 Canceled


    • Edited by SeventhCap Sunday, February 17, 2013 6:00 PM
    Sunday, February 17, 2013 5:59 PM
  • Another 2 oddities I've discovered when working with Outlook 2013 and GMAIL/Google Apps IMAP accounts:

    • Oddity #1: Sometimes when I forward an e-mail from the SENT folder Outlook 2013 just sents out a blank e-mail to the recipient.  All the text that has been written gets lost.  This is EXTREMELY ANNOYING and looks very unprofessional when you deal with clients!


    • Oddity #2: Outlook seems to autosave the draft every 10 minutes or so but doesn't clean it up properly in the IMAP account. This generates a lot of orphaned drafts in the IMAP account of GMAIL, since they don't get removed even after the e-mail has been sent.  Sometimes this is confusing when you login to GMAIL since you're not sure anymore whether Outlook has really sent the e-mail.


    All of these IMAP issues have been dragging on too long, I regret having updated to Office 2013.


    • Edited by SCONSULTING Tuesday, February 19, 2013 3:11 PM
    Tuesday, February 19, 2013 3:09 PM
  • I'm experiencing the problems described above, including a particularly annoying situation where Sent emails are failing with none of the original email persisted meaning you have to retype entire email. 

    I updated an email saved in drafts, which was then two-pages long and hit send.  It was stuck in Outbox, so I restarted outlook.  On restart I received email from System Administrator with exactly this text:

    Your message did not reach some or all of the intended recipients.

          Subject:    Update from the UK

          Sent: 20/02/2013 23:38

    The following recipient(s) cannot be reached:

    There was no information after the semi-colon about the recipient.  I have subsequently attempted to send another message to the same recipient and the same issue, albeit with no failure via outbox this time.  There is no email address associated with the System Administrator, so I do not know where this error has been generated.  In Outlook all I can see if the text above, however if I check in gmail webmail then I see an attachment to this email that simply has the text "This attachment is a MAPI 1.0 embedded message and is not supported by this mail system. ".  No copy of the email text I was trying to send.

    I am using a gmail email account via IMAP.  There is no record of the email on the gmail server.

    Does anyone know the workflow of sending emails with Outlook? What happens after an email moves from drafts to outbox, to mean it ends up in Sent Items. 

    Thursday, February 21, 2013 12:28 PM
  • Dukus, would you mind posting a layperson friendly explanation of what exactly you did to "restart / delete"? Do you mean delete the .ost file? Besides the "disappearing Inbox content" issue I am experiencing sync issues between machines (RTM on one, Preview on the on the other). I can't believe this bug hasn't been fixed since first reported more than 4 months ago.

    Thanks!

    D.

     
    • Proposed as answer by MookieMV Thursday, February 28, 2013 12:04 AM
    Friday, February 22, 2013 8:53 AM
  • Drats, same problem here. Two IMAP accounts. Both populated in OL13 properly when accounts were created. Everything was working fine yesterday. Now my emails (in .ost) are GONE although (thank heavens) they still live on the server. This affects only the INBOX. The "Sent" box and all other folders seem fine (again, thank heavens).

    This is an obvious and ridiculous bug which (reading the above thread) has apparently persisted from the stone ages of OL13. It should be easy to reproduce and isolate (given the logs, etc). Even the dinky W8 Mail App shows the inboxes properly, but not OL13.

    Two things in the thread above which resonate with me:

    1. I too played with the account "slider bar" for changing the time of offline messages to be shown (I changed it from "forever" to "2 years"). My OST file was 1.9GB yesterday, today it is 583MB.

    2. I played with Filters Applied thinking I was filtering out all the good stuff, but alas that is not the case. No filters are on.

    I guess I have no choice but to delete the account and recreate it in OL13. Whatta pain! I sure wish MS would get their tails outta bed and get this thing fixed asap!

    Thursday, February 28, 2013 1:35 AM
  • count me in...just upgraded from OL 2010 to 2013 on Win 8 (64) and and after a perfect installation (a first for OL!) I am now missing my entire inbox after less than two days of normal use.  I seem to recall a similar issue with IMAP on OL 2010 (64bit) which is why I switched to the 32-bit version and it worked perfect for two years.  Could this be an issue here too? 
    Thursday, February 28, 2013 6:39 AM
  • OL 2010 (64bit) which is why I switched to the 32-bit version

     Yes, I do remember the OL2010 fiasco as well. And yes we were all told to use the 32-bit version. This time I don't remember being given an option when I downloaded O365, do you?

    One more thing which has been bugging me about OL2013... the ability of the program to "suggest" email addresses comes and goes. On some days its suggestions are terrific, and at other times I get no suggestions at all. I am still not sure where OL2013 gets its suggestions -- from the People app in OL, from the W8 People app, or from a cache of recently used email addresses, or perhaps all 3?? Anyway it is flaky as hell and I am getting really fed up with OL2013!


    Thursday, February 28, 2013 10:00 PM
  • I am retired MS Support/MCS and I am having the same issue.  With mine, I can read mail, delete junk, and then literally watch my read mails disappear right out of outlook.  I have checked every folder, they are just gone. There is no real repro steps other than connect to a mail server (I have a list of mail servers I have used, and steps taken below), I would be happy to work with MS Support even send in my PC for them to use for repro if needed, just let me know: robertc@dnnguru.com.

    1) Initially it started with Hotmail using the Hotmail/Outlook connector.

    2) I tried moving to GMail, the same.

    3) I installed Mail Enable 6.x on my server and again the same.

    4) I Opened Control Panel > Mail and deleted the whole profile, created a new one and tried again with both Hotmail and MailEnable, and still the same.  Without a full uninstall, reboot, re-install deleting the root profile is about as clean as you can get...

    I look forward to hearing from MS Support... 

    Robert J Collins
    robertc@dnnguru.com
    503-521-7390


    Best Regards,
    Robert J Collins
    Founder & President,
    Netlogic Corporation eLearning Experts
    http://www.netlogiccorporation.com/
    Affordable SCORM LMS

    Wednesday, March 6, 2013 5:32 PM
  • Is Microsoft really trying to resolve this problem? It has been 4 months, but we still look forward to a real solution. I think Microsoft doesnt try to fix Outlook problems seriously.

    I started to use Outlook 2013 because of another bug in Windows Live Mail (Newline problem in mail editor)

    http://answers.microsoft.com/en-us/windowslive/forum/livemail-email/windows-live-mail-removes-all-line-breaks-while/1b4e75c7-8964-4540-a7a1-ecc9893a5f08?msgId=29b26b62-650f-4971-9bfc-2b305aa52446

    Please do something for IMAP Accounts.

    Thursday, March 14, 2013 1:02 AM
  • folks,

    kind of new here, and not up to your technical abilities, but let me offer something and maybe this adds some traction to the problem definition:

    1. i have 2 pop3 accounts using gmail and just setup outlook2013

    2. account-1 has NO RULES, mail just gets dumped into the inbox

    3. account-2 has MULTIPLE RULES, 10% of the mail goes to the inbox, 90% of the mail goes to the folders defined by the rules

    4. i observe that all the mail in account-1 is fine; i read the from/to stuff plus the content

    5. i observe that only the mail in the inbox of account-2 is fine; i read the from/to stuff and the content; but all the mail driven by RULES has the from/to stuff BUT NO CONTENT and when you click on it, you get that frustrating ....sorry, blah blah blah....

    so at least for me, it's not associated with gmail necessarily, but rather in RULES processing.

    am i all wet here, or does this ring true with everyone else's experience? do i go back to outlook2010, or some other mail program? what do you think is best?

    thanks,

    ronnyo35

    Friday, March 15, 2013 12:03 PM
  • folks,

    kind of new here, and not up to your technical abilities, but let me offer something and maybe this adds some traction to the problem definition:

    1. i have 2 pop3 accounts using gmail and just setup outlook2013

    2. account-1 has NO RULES, mail just gets dumped into the inbox

    3. account-2 has MULTIPLE RULES, 10% of the mail goes to the inbox, 90% of the mail goes to the folders defined by the rules

    4. i observe that all the mail in account-1 is fine; i read the from/to stuff plus the content

    5. i observe that only the mail in the inbox of account-2 is fine; i read the from/to stuff and the content; but all the mail driven by RULES has the from/to stuff BUT NO CONTENT and when you click on it, you get that frustrating ....sorry, blah blah blah....

    so at least for me, it's not associated with gmail necessarily, but rather in RULES processing.

    am i all wet here, or does this ring true with everyone else's experience? do i go back to outlook2010, or some other mail program? what do you think is best?

    thanks,

    ronnyo35

    Go back to Office 2010. The problems are twofold. First, the issues are serious and they affect our ability to get our work done. Microsoft has stripped feature after feature from Office 2013 that was present in Office 2010. Second, and most importantly, you'll notice that nobody from the Office team ever comes to these forums and attempts to help in any meaningful way. Office 2013 will just continue to frustrate you. Go back to Office 2010.
    Friday, March 15, 2013 2:24 PM
  • Go back to Office 2010. The problems are twofold. First, the issues are serious and they affect our ability to get our work done. Microsoft has stripped feature after feature from Office 2013 that was present in Office 2010. Second, and most importantly, you'll notice that nobody from the Office team ever comes to these forums and attempts to help in any meaningful way. Office 2013 will just continue to frustrate you. Go back to Office 2010.
    ... or, take a look at Thunderbird.  Missing some nice stuff OL has, but has other nice stuff OL doesn't and it doesn't lose emails!

    Brian Abbott

    Monday, March 18, 2013 8:20 AM
  • I think I may have found an answer?  I am by no means an expert so forgive me if I have this wrong.  

    My IMAP account is hosted by Go Daddy.  I just found a help article that tells you how to change your Go Daddy account to a Microsoft Hosted Exchange Email account.  Would that not solve my IMAP issue?  I also remember reading that an MS Exchange account is better for operating Outlook on my Android.

    Would making the switch fix the problem or am I way off base?

    http://support.godaddy.com/help/article/4612/getting-started-with-microsoft-hosted-exchange-email?locale=en


    Sunday, March 24, 2013 6:18 AM
  • Well obviously that will work because you're not using IMAP4 anymore, I don't have that luxury.
    Monday, March 25, 2013 5:08 PM
  • Turns out I don't have the luxury either.  This sucks.  
    Sunday, April 7, 2013 3:44 AM
  • Has this issue been resolved?  I thought it was, but a couple of days ago, all my e-mails disappeared (Win7, Outlook 2013 desktop version), I had to shut down Outlook, erase the .OST file and reopen Outlook for them to come back.  My account is a Gmail one with less than 1000 items.  Only e-mails on the inbox disappeared.  And as it happened with most people, over the last months I tried synchronizing all items, only 3 months, 6 months, but nothing solves it.
    Sunday, April 7, 2013 8:35 PM
  • Same problem here. I use exchange for my company mail, but I like to keep track of my gmail at the same time. To that end, having a secondary IMAP account visible in Outlook is perfect.

    Please fix this MS, the novelty has well and truly worn off.

    Friday, April 12, 2013 2:50 PM
  • I've been using Outlook 2013 for 3 days and already have had my Gmail-sourced Inbox disappear twice in Outlook. The first time, I used the trick of deleting the OST file.

    I am now using SyncBackSE to save a copy of my Outlook folder every 90 minutes.

    Just now, my Outlook Inbox went empty for the second time, just a day after it did it yesterday. I closed Outlook, and restored from an OST file from an hour ago. That worked, and I have my Inbox back.

    I had tried the File / Options / Account date slider. That did not work.
    I had tried the File / Account / Rebuild. That did not work.
    I had tried various ways to do the Update Folder and Send/Receive. Those did not work.

    As a possible clue to what Outlook may be doing:

    Just prior to this second Inbox disappearance, I was dealing with the Draft bug: I had an email in Outlook that I hadn't sent yet, which Gmail dutifully put into its Draft folder on Gmail. But after I Sent the email in Outlook it stayed in Gmail's Draft folder but also appeared as Sent Mail in Outlook. When I deleted the Draft email in Gmail it also disappeared from Outlook's Sent Mail, so I had no record of the email. Yikes.

    So I used the Mail option to tell Outlook to auto-save unsent emails in its own Outbox (it's in the dropdown list). But that did not work well. Outlook did auto-save an unsent email into its Outbox, but I was not able to Send it, despite repeatedly opening that email in the Outbox and clicking on the Send button.

    I restarted Outlook, hoping that might help. It was right after that that my Inbox got cleared.

    Rob

    Friday, April 19, 2013 5:34 PM
  • Keeping a recent OST backup files did not help. Outlook 2013 lost my Inbox again - less than a day since the previous time - and putting a known, good OST file back in place did not help. 

    I have now given up on Outlook 2013 and switched to Outlook 2010, which has run for a day without losing the Inbox. Woo hoo??

    Here's hoping that Microsoft puts some brain power and time into this and figures this out. Not being able to use Outlook 2013 for Gmail will not encourage people to use Microsoft products such as their Home 365.

    Sunday, April 21, 2013 4:18 PM
  • This has been such a frustrating issue.  I read through this thread and may have some helpful information.

    How I fixed my problem:

    First, the most useful post on this thread (for me at least) was from Greggory Steele on  December 06, 2012 2:26 PM.  I used the suggestion by doing the following:

    1. Write down all of my IMAP settings.
    2. Delete the account in Outlook
    3. Go to C:\Users\{user_name}\AppData\Local\Micmarosoft\Outlook\
    4. Delete the OST file
    5. Recreate the IMAP making sure to set "Mail to keep offline" to "All"

    Problem solved so far!

    Here are some additional steps to try:

    After doing that I noticed a few things that I had not noticed before.  Since I no longer have the problem maybe there is or is not any correlation but it's worth a shot.

    Disable IMAP purge while switching folders

    Remove your IMAP Status View Filters

    • Most likely you will have the following setting.  Remove it and see what happens.
    • View > View Settings > Filter > Advanced > IMAP Status equals Unmarked

    Change your Data File settings so that the IMAP with issues is not default

    • Back when I was having this issue my IMAP account with problems was the default.  However, I have since read about changes to IMAP 2013 data files.
    • http://www.slipstick.com/outlook/2013/imap-accounts-outlook-2013/
    • Well, the default data file controls the outlook calendar view, RSS feeds, To-Do list and a bunch of other stuff not directly tied to your IMAP account.  So, if you are still having issues it is worth a shot making it a non-default data file.

    Information for Microsoft

    You have said you cannot reproduce the problem, but it seems very common for a lot of folks.  Here are some things that may be related.

    • My wireless connection was having issues around the times this happened
    • My provider requires outgoing server authentication
    • My incoming port is 993 and requires SSL
    • My outbound port is 465 and requires SSL
    • My connection timeout is 1 minute
    • I had the "Purge items when switching folders while online" option enabled.

    • Edited by chrsbrq Thursday, April 25, 2013 5:36 AM
    Thursday, April 25, 2013 5:27 AM
  • I've had it happen with the purge on switching folders turned off, but then again I'm not using a gmail IMAP account.  I have to admit I didn't test it thoroughly, it may happen less often but I think that's just a result of it communicating less often with the server.
    Tuesday, April 30, 2013 2:57 PM
  • October to April and this is still happening?  Way to go MS.    Just had my first customer on OL2013 experience this, and the only way to fix it is to recreate the account or set the sync for "all messages" rather than a few months?  Wow.  Unfortunately OL2013 solved an recurring error with Yahoo IMAP that OL2010 had, which is why I (hesitantly) recommended it.   Should have hestitated longer.
    Thursday, May 2, 2013 7:00 PM
  • A great post chrsbrq, this issue has been driving me nuts. (And quite a few of my friends as well). Last week I missed and important email relating to a Gas Bill and incurred a 2% late payment penalty.

    I am still absolutely astonished that this appears to be an endemic problem, but Microsoft still seem to be nowhere near resolving it after nearly 8 months.

    I have now demoted my "Outlook" and am now using my Chrome Browser and Android phone as my primary email clients.

    Saturday, May 11, 2013 9:48 PM
  • Hi, I have this same issue. I've found the following simple workaround to restore the messages:

    1. Go to the "Mail to keep off-line" setting and change it to "1 month".
    2. Save and restart Outlook.
    3. Go to that setting again and change it back to the period you want (in my case it was "24 months").
    4. Save and click Send/Receive All.

    It will redownload all messages.


    Ricardo Costa

    Thursday, June 6, 2013 5:33 AM
  • I had a really long response to this thread - kinda sappy, but it was mostly about losing my biggest client of 6 years due to this ongoing problem (90% of my income and completely unexpected). My response was flagged for some reason and I don't have the energy to type it out again. There were a lot of factors that made it particularly troublesome: problems with IMAP\Outlook compounded with the business's poor decisions concerning ISP and refusing to use Thunderbird (which works fine by the way). The termination has cut the lifeline of my business. I have put myself out there, paying for 2 expensive dedicated servers and having invested the past 3 years developing software that will never be used while having no client workflow planned over the summer since this has happened.

    All I can say is don't count on Outlook.

    Saturday, June 8, 2013 2:46 AM
  • So based on Tony's solution below I did the following and it seems to have worked. I had my "Keep offline" setting already set to "All"

    1. Set the "Keep Offline" setting to something other than "All" (I used 24-months)

    2. Restart Outlook

    3. Set the "Keep Offline" setting back to "All"

    4. Restart Outlook

    Tuesday, July 30, 2013 4:18 PM
  • I don't believe in UFO or in cosmic conspiracy, BUT... here we have two giants: Microsoft and Google.
    I suspect this isn't a bug, but an undocumented feature addressed to the vast majority of basic users, with the intention to move them away from gmail.
    I guess the only way to fix the bug is rising the attention on the problem and finally Microsoft will find more convenient to fix it.

    --> I hope this doesn't sound offensive for anybody. If I'm wrong, please let me know.

    --> If you agree, let me know too. It will "rise the attention"

    Wednesday, July 31, 2013 8:52 AM
  • A great post chrsbrq,

    That's not a solution, if you recreate the OST it comes back, I did that months ago and it always came back after a couple of days.
    Monday, August 5, 2013 2:37 PM
  • I suspect this isn't a bug, but an undocumented feature addressed to the vast majority of basic users, with the intention to move them away from gmail.

    Oh dear, take your tin foil hat off and read the thread (and the other ones on here), this is a problem with IMAP4 generally, not just with gmail.  I don't use gmail and I've got the same problem.
    Monday, August 5, 2013 2:38 PM
  • REALLY???? Microsoft.. are you actually going to take a finger out and do something about this??? This clearly a significant issue for a number of people. 
    PLEASE DO SOMETHING ABOUT THIS! PLEASE PLEASE PLEASE. 
    SO much time has passed and we still don't have much of an attempt at a resolution. Several people have posted tickets and we still dont know what youre planning to do about it. NO ACTION, NO RESPONSE ? Why? We are all PAYING customers and you cant assist? Seems rather odd. 
    • Proposed as answer by Tealster Friday, August 30, 2013 12:17 AM
    • Unproposed as answer by Tealster Friday, August 30, 2013 12:17 AM
    Tuesday, August 20, 2013 11:00 AM
  • I MAY HAVE FOUND A SOLUTION!!!

    This has been bugging me since I installed Office Professional 2013 early this year. I've encountered the same issues where my Gmail inboxes would lose it's email (in the Outlook client app only - and not in Gmail) when I switched from Calendar view to Inbox. Yes, deleting the ost files helped temporarily.

    I also had issues where everytime I opened Outlook it'll ask me to set it as default email client (it was). Then when downloading emails, the Installer popup would flash multiple time so quickly. I hated this.

    So this morning, I decided I'll do a re-install and see what happens.

    1. I goto Control Panel > Programs > Programs and Features

    2. I select Microsoft Office Professional Plus 2013

    3. I click "Change" above.

    4. I select "Repair from Internet"

    The install process then happens. Make sure you have your product key or registered email as it will ask you again to re-enter it when you open the applications (Word, Project, Visio - if you have these).

    After the install, I deleted the ost files (incase they were corrupt). I opened Outlook and those "Installer" popup flashes were gone, and I switched between Calendar and Inbox so many time, it didn't lose the emails. Doing this has not only resolved my Outlook issues, but a nagging issue with Word where the "Installer" popup would quickly flash whenever I opened a word file via Gmail online.

    It could be that despite you doing multiple updates or even re-installs, you're probably still on the same Office kernel (which has the underlying problem). Good luck all, I hope this solves it for you.

    Friday, August 30, 2013 12:27 AM
  • I have been running O2K13 for about 3 months and the issue had just happened to me for the first time.  New emails were showing up while old ones were gone.  They were accessible through Gmail UI, however.  I have several thousands of email in a single Google Apps account.  I am keeping all my mail offline.

    I decided not to delete the OST file as was suggested by others but to play with email retention setting.  I have switched to 3 months retention. Re-started Outlook. Then switched back to "keep all mail". After a second or third restart Outlook started pulling all the old messages back.

    This is surely not a fix, but it suggests that the bug is tied to the message retention setting.

    Tuesday, September 3, 2013 1:06 PM
  • Same Issue here and i've been using Outlook since beta.  I'm surprised this has not been fixed yet.  Has this issue been acknowledged by MS yet? 
    Sunday, September 8, 2013 7:06 AM
  • The same just happened to me today, after I have been using Outlook 2013 since it was released.

    Where the heck is Microsoft in all this confusion? Office 2013 is an expensive product. Where is the darn support? It's only been, what, almost a year?

    Saturday, September 14, 2013 6:36 PM
  • The only way I get this issue and reproduce it is when Outlook Hangs at any mail which has images. When I kill the outlook process from task manager and relaunch the outlook suddenly everything is gone from Inbox. OST size is still the same but can't read anything, any new mails are downloaded buy old mails are gone. 

    Workaround:

    I remove the Gmail account and re-add it, I normally keep 1 month emails offline. Still looking for a path to fix this bug.


    www.arvindgaba.com

    Friday, October 25, 2013 5:44 PM
  • this happens also with Outlook 2013 RT (Windows 8.1) Have to re-create my IMAP account 2-3 times per day :-(
    Tuesday, November 19, 2013 4:56 PM
  • Are you guys ever going to fix this? It's been a YEAR since this problem was first reported.

    This is not bleeding edge stuff! The IMAP4 protocol is almost twenty years old.

    Why can't you guys get your act together and write software that just works with open standards?

    Wednesday, November 20, 2013 2:42 PM
  • I too am frustrated.  2 of my 3 IMAP email inboxes now have no updates in a week.  I can see the sent items, drafts and kept message folders that I can access on my blackberry and webmail.  They all update fine but the inbox sync is corrupted somehow and I can't get outlook to rebuild the folder.  Grr.   If I try and delete an email in the corrupted inboxes it says "you don't have permission to perform the selected operation."  2 months ago I had the same issue and deleted the account and recreated it, but that was a pain. The good suggestion of changing the time my files are kept offline didn't help.  There must be a better solution.

    • Edited by some cdn guy Wednesday, November 27, 2013 4:16 AM
    Wednesday, November 27, 2013 4:11 AM
  • Just bought 30 new dell PCs with Win7 x64 and Outlook 2013

    After 1 day our users are starting to get this issue, mail just disappears from an IMAP account, we're syncing with googleapps using IMAP4

    I literally cannot believe this issue was posted in 2012 and STILL isn't fixed over a year later, this is completely ridiculous.

    My experience with Office 2013 so far has been absolutely dreadful, we had loads of issues with activation because you have to register an account for every copy, we ended up putting them all on one account, and then when you go to activate them it gives you a list of your licences on the account but doesn't tell you which copies are already active nor does it show you the keys related to each copy so basically that was a complete mess getting it all activated.

    Then I found out somehow between Microsoft and Google there's no way to get the Google Apps Outlook sync tool working with this "click to run" version of office, which is just utterly ridiculous pushing all our accounts back to IMAP and losing our calendar and notes, etc.

    And now IMAP doesn't work...and hasn't worked for a year, and Microsoft knows of the issue but have done nothing to fix it. I'm just gobsmacked by this, how hard is it to get basic IMAP functionality right?

    Serious egg on face for Microsoft and we certainly will not be deploying any more copies of Office, a total waste of our time and money.

    Tuesday, December 3, 2013 2:13 PM
  • You may wish to uninstall KB2837618 which causes IMAP and similar issues. Details in this thread:

    http://answers.microsoft.com/en-us/windows/forum/windows_7-windows_update/kb2837618-causes-outlook-2013-to-hang/8778c940-f592-4a6c-96aa-66b4294b05d2


    -.- yoz...

    Monday, February 10, 2014 6:32 AM
  • I had the exact same issue on my machine running on Windows 8.1 with Office 2013 (365).

    Because KB2837618 seems to be a Win 7-only update , I couldn't find any related KB for Win 8.1, so that one wouldn't do the trick for me.

    I tried literally anything that was suggested in many different forums and finally found a solution that works for me:

    1. Install Office

    2. Go to your Gmail-Website and login to your account

    3. Change Gmail Language to English

    4. Set up your Gmail account in Outlook

    5. Save planet Earth, cause it's the only one that haz chocolate!

    Original post:

    http://answers.microsoft.com/en-us/office/forum/office_2013_release-outlook/failure-in-outlook-2013-when-syncing-gmail-inbox/4f236532-0585-479e-bb75-f1f3cb3ef6e2

    Hope it helps!



    Wednesday, March 12, 2014 11:22 PM
  • I solved this error "error synchronizing folder  [80004002-0-0-230]" in outlook 2013 as follows:

    I realized I was receiving this error because I had manually created a sub-folder under my Inbox after I had done the initial synchronization with my gmail account. I planned to use this folder to move items to after I ave read them.

    I fixed the error by moving this sub-folder out of my gmail folder hierarchy and into a stand-alone .PST folder hierarchy.

    Wednesday, September 3, 2014 1:16 AM
  • Did you get an answer? I am having the same sync error message problem. Thanks!
    Saturday, February 14, 2015 3:55 PM