Good morning -

I'm running Windows 7 with Office 2010. Outlook is version 14.0.4760.1000 (32-bit).

I have an additional mailbox that I open, and that mailbox is shared with other people. Once a month, one of the other people creates a folder in the mailbox, and adds subfolders to that folder, and puts mail in those subfolders. When I upgraded from Office 2007 to Office 2010 last month, all of the created folders in the additional mailbox were visible and usable in Outlook 2010.

The other day, a new folder and subfolders were created. I am able to see the new folder in Outlook 2010, but I can't see any of the subfolders or messages therein. The new folder I see doesn't allow for expansion at all.

I CAN see the new folder, subfolders and messages if I view the mailbox in Outlook 2007 or through OWA.

I've tried opening and closing outlook, using Send/Receive All Folders, rebooting my machine, but haven't had any luck getting subfolders of the newly created folder to appear in Outlook 2010.

Does anyone have any suggestions for other things to try?

Thanks.

Hi,

I suggest you try to create a new outlook profile to test this issue.

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click the Mail icon.
3. In the Mail Setup dialog box, click Show Profiles.
   
   If you want to be able to select a specific profile each time you start Outlook, click the General tab, click Prompt for a profile to be used, and then click Add.
4. In the New Profile dialog box, under Profile Name, type a descriptive name for the new profile, and then click OK.
5. In the E-mail Accounts dialog box, select Add a new e-mail account in the e-mail options, and then click Next.
6. Click the type of server that your e-mail account works with, and then click Next.
7. Complete all of the required fields, including those that are on the tabs that appear after you click More Settings.
8. When you finish providing the required information, click Finish.

By default, Outlook Address Book and personal folders (.pst) files are automatically added to each new profile, except in Microsoft Exchange Server.

• Marked as answer by sitstay Thursday, June 03, 2010 12:56 PM

Hi,

I suggest you try to create a new outlook profile to test this issue.

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click the Mail icon.
3. In the Mail Setup dialog box, click Show Profiles.
   
   If you want to be able to select a specific profile each time you start Outlook, click the General tab, click Prompt for a profile to be used, and then click Add.
4. In the New Profile dialog box, under Profile Name, type a descriptive name for the new profile, and then click OK.
5. In the E-mail Accounts dialog box, select Add a new e-mail account in the e-mail options, and then click Next.
6. Click the type of server that your e-mail account works with, and then click Next.
7. Complete all of the required fields, including those that are on the tabs that appear after you click More Settings.
8. When you finish providing the required information, click Finish.

By default, Outlook Address Book and personal folders (.pst) files are automatically added to each new profile, except in Microsoft Exchange Server.

• Marked as answer by sitstay Thursday, June 03, 2010 12:56 PM

Another symptom I discovered was that any new folder I created in the shared mailbox wasn't visible to me in Outlook 2010, but was visible to me in Outlook 2007.

As suggested above, I deleted my profile and recreated it, and the missing folders appeared. I was also able to create folders and see them.

Thank you - I had not had this happen prior to Outlook 2010, so I'm curious if it's a potential bug.

Another symptom I discovered was that any new folder I created in the shared mailbox wasn't visible to me in Outlook 2010, but was visible to me in Outlook 2007.

As suggested above, I deleted my profile and recreated it, and the missing folders appeared. I was also able to create folders and see them.

Thank you - I had not had this happen prior to Outlook 2010, so I'm curious if it's a potential bug.

Hi,

I am also having exactly the same issue. Recently switched over to windows 7 with office 2010 and found the same issue with one of our shared folders in outlook.

seems to be a bug.

 

Hi,

I'm having a similar issue.

We have just rolled out new pc's with windows 7 64bit with 32-bit office 2010.

Any additional mailboxes are having synching issues.

It's not happening on everyones outlook so it's intermittent.

Nightmare.

JD

Question regarding this problem. did you found a solution? i'm having this problem with outlook 2010 and exchange 2007.. all users which are using outlook 2007 can see the created folders from 2010. but 2010 can't see its own created folder

• Proposed as answer by Indian Joe Monday, February 07, 2011 1:46 PM
• Unproposed as answer by David WoltersModerator Tuesday, March 01, 2011 9:35 PM

Question regarding this problem. did you found a solution? i'm having this problem with outlook 2010 and exchange 2007.. all users which are using outlook 2007 can see the created folders from 2010. but 2010 can't see its own created folder

• Proposed as answer by Indian Joe Monday, February 07, 2011 1:46 PM
• Unproposed as answer by David WoltersModerator Tuesday, March 01, 2011 9:35 PM

Hi all,

I had the same issue and my IT team could not find any solution, so at first I tried the proposed solution (create another profile), but it didn't work.
Then I wandered around in the options and finally deactivated the Cache for shared folders, which seems to solve the issue.
I'm not sure of the consequences this might have on the server performance, though, so it's probably best to ask your IT before doing this...
The way to change this option is the following:
 - menu "File"

 - "Account settings" -> "account settings..."

 - in the "E-mail" tab, select your account and then push the Change... button

 - push the "More settings..." button

 - go to the "Advanced" tab

 - in the "Cached Exchange Mode Settings" section, untick "Download shared folders"

Btw, Robin I proposed your post as an answer by mistake, sorry for this ^^"

Hope this will help you out!

• Proposed as answer by zeezz Tuesday, March 01, 2011 6:30 PM

Hi all,

I had the same issue and my IT team could not find any solution, so at first I tried the proposed solution (create another profile), but it didn't work.
Then I wandered around in the options and finally deactivated the Cache for shared folders, which seems to solve the issue.
I'm not sure of the consequences this might have on the server performance, though, so it's probably best to ask your IT before doing this...
The way to change this option is the following:
 - menu "File"

 - "Account settings" -> "account settings..."

 - in the "E-mail" tab, select your account and then push the Change... button

 - push the "More settings..." button

 - go to the "Advanced" tab

 - in the "Cached Exchange Mode Settings" section, untick "Download shared folders"

Btw, Robin I proposed your post as an answer by mistake, sorry for this ^^"

Hope this will help you out!

• Proposed as answer by zeezz Tuesday, March 01, 2011 6:30 PM

Thank you!!

Hi,

We had the same issue and also came to this solution (that is, disabled the download of shared folders). We have found though, that you can then go back in and switch it on, restart Outlook, and it works as it should. Definitely seems like a bug.

Thanks

Killing the shared folder and cached exchanged worked for me to have the hidden folders reappear. Interestingly, when reactivating the cache, the folder again disappears, so I believe one has to delete the cache and let it rebuild from scratch. This is happening on Outlook 2010, with the server running Exchange 2003. We're upgrading to Exchange 2010 this weekend, so I may wait to see if it resolves with the new server before deleting the cache - just out of curiosity to see what happens.

Hi, I'm having the same problem with exchange 2003 and outlook 2010. Has anybody found a decent solution besides switching off cache? Or is there a Microsoft patch already? It seems like Outlook 2010 issue, haven't had any problems with outlook 2003.

This is happening with some of the users in our organisation as well.

recreating the profile dont always help. for some users it has bought the missing folders back for some it has bought only few missing folders back and for some it hasnt done any change.

When you turn off the cache mode for shared folders - all the folders in the shared mailbox appears fine. However turning off the cache for shared folders is not an option for us as users need to access shared folders offline.

so far i have tried

- creating new profiles

- deleting .ost (offline cache file) and creating new one from scratch

- left the outlook on for more than 2 to 3 days to see if at all it downloads all folders and email.

still not luck

for work around we are asking users to use our owa to access shared mailbox on go.

MS pl pl fix this nightmare issue

I work IT in a small company and we currently have an issue going around regarding subfolders from shared folders in Outlook. It's happening frequently in 1 department but has happened a few times around other derpartments. We have various mail boxes set up that multiple people from our Call Center have access to. Each mailbox is layered with shared folders and then subfolders (and sometimes subfolders in the subfolders). Sometimes when employees go to access a shared folders subfolder alll of the subfolders will be missing. To maybe make it easier to understand, lets say we have Mailboxes 1, 2, 3 and 4. And in each mailbox we have folders A, B, C and D and from there were have subfolders X, Y and Z. They users have access to the mailboxes, they can see the folders A, B, C and D but certain folders (seemingly at random) will be missing their subfolders. The problem also doesn't persist in the same mailbox or folder. It happens to random users of the same department to random mailboxes and random folders. The only way we have managed to fix it so far is it make sure the mailboxes are cached and then to delete the OST. We're pretty confident this isn't an Exchange problem because we would be seeing it more around the company rather than mostly concentrated in one department. Any input would be greatly appreciated.

The only issue I see with this solution is the use of shared mailboxes in 2010 as the user is disabled and cannot be added with this method.

We have about 3000 users on Exchange 2003 with a mix of 2003, 2007, 2010 Outlook clients.  We have the same situation for a number of our 2010 clients where deleted folders do not appear in deleted items. Since this is inconsistent across the product line, it is a bug. 

 My client is still facing the same issue, do anyone have a solution

Creating profile is not resolving the issue, neither deleting the duplicate from MFCMAPI,

does anyone has a valid reason, why this is happening ?

I've got an client with exact the same issue.

Configuration is:

Windows SBS 2011 8GB memmory
Windows 7 64 bit Client 4GB Memmory, Office 2010 32Bit Dutch
Antivirus software NOD32 (both on client and server)

When i run this command on the Exchange Shell i see there is one mailbox using more then 500 folders. this is exactly the mailbox which has the problem.

$mbx|select Displayname,@{n="FolderIdCount";e={(get-mailboxfolderstatistics -id $_.alias | select FolderId).count}} | Sort-Object -Property Displayname

On the server i've changed the default max. folder size with a registry key.

HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\MSExchangeIS\ParametersSystem\MaxObjsPerMapiSession\objtFolder

The value i've chosen is 1000

i've restarted the exchange store with no luck.

The problem goes away when i untick "Download shared folders" But due to slow server performance i'm not satisfied with this workaround.

I'll hope Microsoft fixes this.

Same intermittent problem here. Exchange 2010 SP1/Outlook 207/2010 on XP and Windows 7.

I also need the emails available offline, so while disabling cache is a useful temporary workaround, it is not a solution.

Sigh ...

We have come up with another workaround. It is more involved, but gives us better results and allows us to keep caching turned on all of the time.

Rather than adding the shared mailbox as an additional mailbox in the primary email account setup, you can add it as a separate account within the same Outlook profile.You cannot do this with Outlook open, but you can configure it in the "Mail" applet in "Control Panel".

Open your usual profile and click "New" to add a new account. Configure the account as you would the main account, but with the Username of the Shared Mailbox. You will still log in to Outlook and access the shared mailbox as your logged in username. but all folders show up and can be cached without issue.

Not a solution, but a workaround that it gives us the functionality that we need without the missing folders/emails.

We too see the same symptom in our Environment we plan to follow the workaround mentioned by t4sys, will update here if it helps or not..

Thanks

Jxn

Suggestion from t4sys works for me. But the cavet here is that outlook only allows max of 3-4 such additions. :(

I had a similar problem today.

While highlighting the item, I clicked the "View" tab in 2010.

I then clicked "View Settings".

I then clicked "Filter".

I then clicked the "Advanced" tab.

I then cliced "Clear All".

The issue was resolved.

• Proposed as answer by smwhite2 Wednesday, July 25, 2012 7:44 PM

I had a similar problem today.

While highlighting the item, I clicked the "View" tab in 2010.

I then clicked "View Settings".

I then clicked "Filter".

I then clicked the "Advanced" tab.

I then cliced "Clear All".

The issue was resolved.

• Proposed as answer by smwhite2 Wednesday, July 25, 2012 7:44 PM

We had a very similar problem with one of my users Outlook 2010 client. If I uncheck the Download Shared folders in Adavanced mail settings the missing folder does reappear, but Outlook will completely freeze. We host exchange in EU and cache locally in Asia, as such this is an unusable workaround unfortunately.

Other users on exactly the same workstation image with the same FullAccess permissions on the Exchange server see all shared folders without problem.

Our situation was:

• - legacy 2003 shared mailbox
• - new user with new 2010 exchange account, legacy mailbox added the old way
• - legacy mailbox converted to 2010
• - user fails to see folder updates

My fix was to completely remove the additional mailbox from File > Account Settings > More Settings > Advanced

Once this was done, in EMC, I removed and re-added the FullAccess permissions and got the user to restart Outlook.

A little while after restarting, the mailbox did the correct 2010 behavior and auto-added itself.

Found this thread which spells out our situation and some good diagnostics: http://social.technet.microsoft.com/Forums/pl-PL/exchangesvrclients/thread/10d8d924-123b-4ee7-b66a-50f16d61019c

• Edited by Phlebass Tuesday, August 07, 2012 3:46 AM

We had a very similar problem with one of my users Outlook 2010 client. If I uncheck the Download Shared folders in Adavanced mail settings the missing folder does reappear, but Outlook will completely freeze. We host exchange in EU and cache locally in Asia, as such this is an unusable workaround unfortunately.

Other users on exactly the same workstation image with the same FullAccess permissions on the Exchange server see all shared folders without problem.

Our situation was:

• - legacy 2003 shared mailbox
• - new user with new 2010 exchange account, legacy mailbox added the old way
• - legacy mailbox converted to 2010
• - user fails to see folder updates

My fix was to completely remove the additional mailbox from File > Account Settings > More Settings > Advanced

Once this was done, in EMC, I removed and re-added the FullAccess permissions and got the user to restart Outlook.

A little while after restarting, the mailbox did the correct 2010 behavior and auto-added itself.

Found this thread which spells out our situation and some good diagnostics: http://social.technet.microsoft.com/Forums/pl-PL/exchangesvrclients/thread/10d8d924-123b-4ee7-b66a-50f16d61019c

• Edited by Phlebass Tuesday, August 07, 2012 3:46 AM

Indian Joe:

 - menu "File"

 - "Account settings" -> "account settings..."

 - in the "E-mail" tab, select your account and then push the Change... button

 - push the "More settings..." button

 - go to the "Advanced" tab

 - in the "Cached Exchange Mode Settings" section, untick "Download shared folders"

This solved my issue too!  Since our work hosts its own Exchange Server and these folders are just used for filing, I'm not too concerned about consequences.  Thanks for the post. :)

• Edited by Kilroy Online Friday, September 27, 2013 2:36 PM Solution

Indian Joe:

 - menu "File"

 - "Account settings" -> "account settings..."

 - in the "E-mail" tab, select your account and then push the Change... button

 - push the "More settings..." button

 - go to the "Advanced" tab

 - in the "Cached Exchange Mode Settings" section, untick "Download shared folders"

This solved my issue too!  Since our work hosts its own Exchange Server and these folders are just used for filing, I'm not too concerned about consequences.  Thanks for the post. :)

• Edited by Kilroy Online Friday, September 27, 2013 2:36 PM Solution

Thanks........It's work.

I found that a migrated user from Exchange 2007 to Exchange 2013, that has a user that has not been migrated yet with full access to the mailbox, the online Archive folder in Outlook will not show, but will show in OWA. Removing the 2007 user access corrected the problem.

Thanks Indian Joe. This worked for me.

This was the fix for me, as I need Cached Mode enabled for the user because of the "Send as" shared mailbox hotfix. Thank you!

I've had this issue with Outlook 2013 and Exchange 2013.  If you delete the OST file and let Outlook create a new one, that will fix this.

A much simpler way to fix this is to go to one of the clients that is missing a folder and create a new folder and name it whatever you want (you will be deleting the folder later).  I created the new folder where the missing folder would have existed in the folder hierarchy (not sure if that was necessary or not, maybe just creating a new folder anywhere in the shared mailbox would achieve the same results). 

Shortly after doing this, the missing folder showed up on the 5 clients where it was missing.  I then deleted the new folder I created and all is well now.  

Thank you!!!!!! This is what made it work in Office 2013 :) Customer is very happy.