RE: E-mail failed to send; draft in OWA but not Outlook client

Hello.

This question was posted on the Email & Calendars section of the Office 365 community forum.

A colleague complained to me about a mail that she sent causing Outlook 2013 to crash and restart. After restarting, she couldn't find the draft for the e-mail. Strangely, the draft shows up in OWA. I tried updating the Inbox, Sent Items and Deleted Items folder in the client to no avail. Is there any reason why that happens?

She uses HP EliteBook Pro 9470m, and because several other colleagues with the same model complained to me with issues specifically when using this model, I suspect that there's a problem with the model itself, but I want to know if this is really the case.

Note that her account works on an older laptop, and the 9470m model was purchased early this year.

Thanks in advance.

Anas Azmi

March 11th, 2015 10:06am

Hi,

Please update Outlook to latest patches to see if that resolves this issue, also run outlook in safe mode to see if the folders shows up.

http://windows.microsoft.com/en-sg/windows/update-microsoft-office#1TC=windows-7

Start Outlook in Safe mode

Sometimes add-ins can conflict with Outlook. Starting Outlook 2010 or 2013 in safe mode, which launches Outlook without add-ins loaded, can tell you if this is the problem:

  1. Start Outlook in safe mode. To do this:
    For Windows XP, click Start, and then click Run.
    For Windows Vista or Windows 7, click Start
    For Windows 8 or Windows 8.1, hold the Windows key and press X, then choose Run in the popup menu.

  2. Type Outlook /safe in the Run dialog box.

Please feel free to post for any questions.

Regards,

Kingson

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March 11th, 2015 12:13pm

Hi,

I am curious to know if you have any update on this, Was the information provided above helpful in addressing your issue?

Please feel free to post back for any questions.

Regards,
Kingson Jebaraj
March 12th, 2015 9:55am

Hello.

Sorry I'm late. I did what you suggested a few days ago, and, just now, she reported the same problem happening again. It didn't seem like Outlook was in Safe Mode, though, so I'll check if there are problematic add-ins.

This problem seems to happen at random, so it's a bit hard to see if your suggestion worked. Sorry.

Thanks.

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March 18th, 2015 11:31pm

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