Duplicate emails in Outlook 2013, appearing below the original email

Good afternoon,

I do hope I have posted this question/query in the appropriate location. We have come accross some strange behaviour regarding the Rollout of office 2013 Professional  to users who have migrated to Windows 7.

The issue in question only seems to affect 2 users currently but may end up affecting more if left unchecked. So what happens is that a user will be in their inbox in outlook 2013 and after a period of time a second email will appear below one of the emails and it will be itentical to that of the email above except that you cannot interact with it. I.E delete it, open it etc. The strange thing is that if you navigate to a different folder or allow a remote user onto the system and view the problem the duplicate email will disapear.

It seems to us that it is having an issue refreshing or updating the folder and hence the duplicate email appears over time. One user has made the point that it appears on their machine after they have deleted an item.

We have tried the following disabling any additional 3rd party addins. turnt off hardware acceleration. tried playing around with the refresh rate and resolutions on the monitor and OS.  We are currently running on Exchange 2010.

Many Thanks

Will

May 13th, 2014 5:06pm

Hi Will,

Please check whether the duplicate email also appears in Webmail. If the issue also happens in Webmail, please directly delete the problematic emails from Webmail to have a try.

If the issue only occurs in Outlook, please firstly restart Outlook by running Outlook /cleanviews switch to view Inbox folder. If the duplicate email still appears, please start Outlook in safe mode to check whether the issue persists.

If it doesnt work, also create a new Outlook profile to have a try:

http://support.microsoft.com/kb/829918

Regards,

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May 14th, 2014 2:37pm

Hi Winnie,

Just to let you know a new mail profile has already been done on the said machines along with the views reset I'll try the webapp and see if the issues occur there.

Thanks

Will

May 14th, 2014 3:26pm

After having the user work out of the webapp all day yerterday I can confirm that this issue is only isolated to the outlook application. Any further advice we could go on?
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May 15th, 2014 2:00pm

Hi Will,

Have you tried to restart Outlook in safe mode to check whether the issue persists?

It may be also caused by any third party programs in your computer. Please change a computer with your account to have a try.

Regards,

May 19th, 2014 8:19am

Hi Winnie,

I have tried getting the user to run via safe mode and the issue persists. We have tired to see if it is pofile based which currently we are still looking at but we have found out that multiple users in that area can replicate the problem. If they open up an email and click the delete icon on the ribbon bar you will see on the inbox that a ghost email from the email below will be where the email that was deleted will be. Now I have tried to replicate this on my machine and the only time I managed to get to anything close was when I set my connection settings down to 10Mbps and I did the same as the user I only got a delayed outcome where it did it and after a couple of seconds it cleared.

Could it potenially be related to network issues?

My next steps it to see if the issue occurs via Cached exchange mode as they are currently in Online mode as am I.

Thanks  

Will

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May 21st, 2014 1:06pm

Hi there,

We have discovered the following that it seems to be something in the users current roaming profile. We did a profile reset and tried the same again with a blank/fresh roaming profile and the error did not reoccur. This is now a case of seeing what in their profiles is causing the issue to occur.

May 23rd, 2014 9:49am

Hi there,

We have discovered the following that it seems to be something in the users current roaming profile. We did a profile reset and tried the same again with a blank/fresh roaming profile and the error did not reoccur. This is now a case of seeing what in their profiles is causing the issue to occur.

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May 23rd, 2014 12:49pm

Remove duplicate email in outlook 2013 you can read the following blog http://outlookpsttools.blogspot.com/2013/11/a-unique-way-to-remove-outlook.html and know easy guideline how to remove all kind duplicate items in MS Outlook.

June 10th, 2014 7:28am

Remove duplicate email in outlook 2013 you can read the following blog http://outlookpsttools.blogspot.com/2013/11/a-unique-way-to-remove-outlook.html and know easy guideline how to remove all kind duplicate items in MS Outlook.

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June 10th, 2014 10:28am

Product Support is tracking a similar issue with Outlook 2013 so I wanted to post about it in case this is what you are seeing.  To cause the problem to occur you have to open an email and maximize it then click the X on the message tab to delete it.  The message that is then highlighted appears as duplicated.  If you hover over the Inbox the duplicate will go away.  This issue is planned to be fixed in the July updates.
June 12th, 2014 12:42am

Hi All,

I am posting an update regarding this one.  As Gabriel Bratton had said in a previous comment this is the issue we are facing to a similar extent. However we have to navigate away from that folder and then navigate to the folder again for the view to be restored. Can I please be adamant that its nothing that a duplicate email tool will fix but thank you for the suggestions. We will look at trying this patch that should now be available and I will report back out findings. please see in italic's an issue that is similar to ours.

"Product Support is tracking a similar issue with Outlook 2013 so I wanted to post about it in case this is what you are seeing.  To cause the problem to occur you have to open an email and maximize it then click the X on the message tab to delete it.  The message that is then highlighted appears as duplicated.  If you hover over the Inbox the duplicate will go away.  This issue is planned to be fixed in the July updates."

Many Thanks

Will

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July 17th, 2014 12:43pm

Since you are using Outlook with Exchange Server, why not recreate a new OST file and resynchorinze with the account on Exchange. This may help to solve the problem.
July 17th, 2014 5:41pm

Has the update for this issue been sent out yet or will it be in the September updates?
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August 4th, 2014 8:16pm

Hi there,

Just a quick update the hot fix does not seem to have resolved the issue that we are having on our client work stations. we still get the issue where it does not correct the view after the email is deleted. I will try to provide a screenshot of what we are getting as it has nothing to do with what some of the previous responses have suggested..

Thanks

Will

Please see below that from the screenshot you can see that there you have two emails but infact its the same email. Its just that the view has not updated thus creating the duplicate effect.
August 6th, 2014 10:38am

Hi there,

This update is now available and has been since the MS cumulative July update for Office 2013 please see the drict link below regarding the hot fix and the contents of the July update.

Outlook 2013 hotfix

http://support.microsoft.com/kb/2882991/en-gb

Office 2013 Cumulative July Update

http://support.microsoft.com/kb/2978164/en-gb

Im testing this on a users machine today to see if the required results are proven.

Will

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August 6th, 2014 12:25pm

Hi there,

Just a quick update the hot fix does not seem to have resolved the issue that we are having on our client work stations. we still get the issue where it does not correct the view after the email is deleted. I will try to provide a screenshot of what we are getting as it has nothing to do with what some of the previous responses have suggested..

Thanks

Will

Please see below that from the screenshot you can see that there you have two emails but infact its the same email. Its just that the view has not updated thus creating the duplicate effect.
August 6th, 2014 1:38pm

The fix I was referring to earlier is the one in http://support.microsoft.com/kb/2882991.  It is listed in the KB as the fourth bullet:

"Assume that you open an email message from the Inbox folder, and then you maximize it. The message list does not appear correctly when you delete the email message by using the Delete button on the ribbon."

I'll check tomorrow if there is any other bug we are tracking and update what I find.  We had a few support cases on this type issue but maybe it was more than one issue.

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August 7th, 2014 2:54am

hi there Yes that was the Hotfix I applied but it did not provided the expected results and the issue continued.

September 4th, 2014 12:19pm

Was this issue resolved?

 I have a user (heavy usage 45 GB mailbox size) that is having the exact same issue. He is getting a duplicate messages in top of the Inbox, moving mouse cursor over the dupe message clears it.

So far we have taken the following steps:

  • Delete\recreate mail profile
  • Apply all released updates
  • Switch between cached, non-cached modes

Any advice and suggestions will be greatly appreciated.

Regards,

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November 10th, 2014 9:01pm

Sadly not we have found out that it seems to be affecting users who have got a large number of items in their inbox which is generally around 1500+. Currently all our pcs are patched up to November 2014 and we have done the same with our graphics drivers in case that could be causing the issue.

The problem is that the issue is more persistent on some machines than others which makes us believe that particular applications have some contribution to the performance / visual impact within outlook.

In regard to your issue have you tried disabling hardware acceleration within the outlook options?

Options --> advanced

Display

tick disabled hardware graphics acceleration.

hopefully we find a resolution to this issue shortly as I get more agitated with it each passing day.

Regards

January 8th, 2015 2:47pm

I'm having same issue.  Found and tried the patch related to Deletes, but when I tried applying it the message returned indicated it was already applied and not needed.    I typically Open emails and then use the move button to move them to folders.  When I do this and return it returns to my inbox there is a duplicate email usually just below the one I moved.   It's a ghost though since if I select another folder and come back to the inbox it's gone.  I doesn't matter how many mails I have in my inbox, I can recreate the issue with just two emails or an inbox with pages of emails.   Sure is annoying.   I actually replaced my PC thinking I had a video card issue, but come to find out this is a Bug in Outlook 2013.     Can't wait for a fix.

Thanks,

Smitty

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February 3rd, 2015 2:26pm

We are having the same issue with a number of users (not consistently though), but with a slight twist. 

When you see the duplicated emails in the inbox, if you just move the mouse over them without clicking they "scroll up" in the list. This also happens with folders. Thank $deity it's only a couple of users at the moment (out of 10K+ !!).

We're running Outlook 2013 against an Exchange 2010 server (do NOT get me started on that !!)

Jon

June 1st, 2015 6:29pm

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