I originally posted this in the Exchange forum, but was recommended to post here:

We have shared mailboxes where a group of users have Full Access and Send As permissions. They can successfully send emails from the mailbox, however, if they want to recall a message, they Recall this message action is greyed out. They can recall a message sent from their own mailbox. The staff are using Outlook 2010 (version 14.0.6129.5000 (32bit) Feb 2012 Update) on Windows 7 Enterprise 64bit. Exchange 2010 (Version 14.3 Build 123.4).

Ive seen the following article http://social.technet.microsoft.com/Forums/exchange/en-US/ed7498cf-4e67-435d-a093-265401c665ad/how-to-recall-a-message-that-was-sent-from-a-shared-mailbox, however, when I run the hotfix (http://support.microsoft.com/kb/2475877) , it states that the update is already installed on this system.

Reading the post, it appears to be an issue on the Outlook client, not with Exchange server. Is anyone else having this issue/managed to resolve this?

Thanks,

Jonathan

Try to please install the Office 2010 Cumulative Update for February 2011

http://support.microsoft.com/kb/2493730/en-us

The hotfix 2475877 is also included in the Feb CU 2011.

In addition, please also create a new profile and check the result. This issue may also be caused by the corrupted profile. Thanks.

Tony Chen
TechNet Community Support

Hello,

Thanks for the link to the Feb CU 2011. Unfortunately theres no direct link to a download and Ive already tried the specific fix for Outlook.

However, over the weekend I installed Office 2010 Service Pack 2 (so Im now on version 14.0.7015.1000). Unfortunately Im still experiencing the same issue. Ive also tried different profiles, for multiple users, but we all get the same issue.

Regards,

Jonathan

"Reading the post, it appears to be an issue on the Outlook client, not with Exchange server. Is anyone else having this issue/managed to resolve this"

--Sorry, I've missed the important info in your original post.

I would like to say "Recall Message" requires you to use a Microsoft Exchange account. Most home and personal accounts do not use Exchange. The recipient of the mail you want to recall must also be using an Exchange server e-mail account. For example, you cannot recall a message sent to someone's personal Internet service provider (ISP) (ISP: A business that provides access to the Internet for such things as electronic mail, chat rooms, or use of the World Wide Web. Some ISPs are multinational, offering access in many locations, while others are limited to a specific region.) POP3 e-mail account."

Tony Chen
TechNet Community Support

Hi Tony,

Thanks for your response. I feel I wasnt clear enough in my original post, so just to confirm, we are using Exchange Server 2010 (Version 14.3, build 123.4), with Outlook 2010 (SP2). This is why I originally posted in the Exchange forum area.

I have already done some significant research into the issue and posted the most relevant information I found with my original question, which also listed a fix. However, why I try to install it, it states that my system already has it installed.

I am aware of the limitations of the Recall Message feature and advised that our staff should not rely upon it, but they have requested that I investigate the issue. Unfortunately my original question remains unanswered: Is anyone else having this issue/managed to resolve this?

Regards,

Jonathan

"Reading the post, it appears to be an issue on the Outlook client, not with Exchange server. Is anyone else having this issue/managed to resolve this"

--Sorry, I've missed the important info in your original post.

I would like to say "Recall Message" requires you to use a Microsoft Exchange account. Most home and personal accounts do not use Exchange. The recipient of the mail you want to recall must also be using an Exchange server e-mail account. For example, you cannot recall a message sent to someone's personal Internet service provider (ISP) (ISP: A business that provides access to the Internet for such things as electronic mail, chat rooms, or use of the World Wide Web. Some ISPs are multinational, offering access in many locations, while others are limited to a specific region.) POP3 e-mail account."

Tony Chen
TechNet Community Support

• Marked as answer by Tony Chen CHNMicrosoft contingent staff, Moderator Wednesday, July 31, 2013 3:20 AM
• Unmarked as answer by Jonathan_Cox Wednesday, July 31, 2013 6:58 AM

Additionally, I have tried Office 2013 and experienced exactly the same issue.

Hi Jonathan,

I've just tried the same thing (Outlook 2010 with Exchange account) and the Recall message option is greyed out.

I suspect that means it can't be done when you're accessing a mailbox as a delegate. In that case your only option would be to log onto the other mailbox directly.

Hope this helps.

Richard

Hi Richard,

Thanks for the confirmation that it happens to you as well much appreciated.

Its a shame you cant recall a message from OWA, as that would allow Outlook have both mailboxes and then use OWA to recall any messages, if necessary.

Ill investigate your suggestion of opening the mailbox directly Im thinking Ill need a couple of profiles to be configured and to check to ensure Outlook isnt already running before launching either one.

Thanks for your help,

Jonathan

Hi Jonathan,

I've just tried the same thing (Outlook 2010 with Exchange account) and the Recall message option is greyed out.

I suspect that means it can't be done when you're accessing a mailbox as a delegate. In that case your only option would be to log onto the other mailbox directly.

Hope this helps.

Richard

• Marked as answer by Jonathan_Cox Thursday, August 01, 2013 9:36 AM

Hi Jonathan,

We have Outlook 2013 Pro Plus install with Exchange 2007. The only workaround we have found is this.

If you also have Public folders enabled then you are lucky.

Go to your sent items in the shared inbox and right click the message and move to a public folder.

Then go to that public folder right click once more to move that email again and move it to that users sent items.

Now you will be able to use the message recall feature. Keep in mind that as long as the email remains unread this will work.

I know it is a bit of playing but that is the only way we have found to recall an email sent from a shared inbox.