Troubleshooting Tips for Outlook Desktop App: Missing Emails Issue

Question:

How can I troubleshoot the issue of missing emails on the desktop Outlook app?

I am facing a problem where one of my users receives some emails on their phone via the MS Outlook app, but they do not show up on their desktop Outlook app. This does not happen for all emails, only some. I have checked the rules and sync settings, and they seem to be working fine. The Office version on the PC is also up to date. What could be the cause of this issue and how can I fix it?

Answer:

If you are using the MS Outlook app on your phone and the desktop Outlook app on your PC, you might encounter a situation where some emails that you receive on your phone do not appear on your PC. This can be frustrating and confusing, especially if you need to access those emails from your PC. In this article, we will explore some possible causes and solutions for this issue.

Possible causes

There are several factors that could cause some emails to go missing on the desktop Outlook app, such as:

  • Different email accounts: If you have multiple email accounts connected to your Outlook app, make sure that you are using the same account on both your phone and your PC. Sometimes, you might receive an email on one account, but not on another. To check which account you are using, go to File > Info > Account Information on your desktop Outlook app, and tap on the hamburger icon on the top left corner of your phone Outlook app.
  • Different folders: If you have created or applied any rules or filters to your emails, they might be moved to different folders on your Outlook app. For example, you might have a rule that moves all emails from a certain sender to a specific folder. If you have not synced that folder on your PC, you will not see those emails on your desktop Outlook app. To sync a folder, right-click on it and select Properties > Synchronization > All messages. To view all your folders, go to Folder > Show All Folders on your desktop Outlook app, and tap on the folder icon on the bottom left corner of your phone Outlook app.
  • Different sync settings: If you have changed the sync settings on your Outlook app, you might have limited the number or the age of the emails that are downloaded to your PC. For example, you might have set your Outlook app to only download emails from the last 7 days, or only download headers instead of full messages. To change the sync settings, go to File > Info > Account Settings > Account Settings > Change > More Settings > Advanced on your desktop Outlook app, and tap on the gear icon on the top right corner of your phone Outlook app, then select Sync Settings.
  • Corrupted Outlook profile: If none of the above solutions work, there might be a problem with your Outlook profile on your PC. A corrupted Outlook profile can cause various issues, such as missing emails, slow performance, or error messages. To fix a corrupted Outlook profile, you can try to repair it, create a new one, or reinstall Outlook. To repair your Outlook profile, go to Control Panel > Mail > Show Profiles > Properties > Email Accounts > Repair. To create a new Outlook profile, go to Control Panel > Mail > Show Profiles > Add. To reinstall Outlook, go to Control Panel > Programs and Features > Microsoft Office > Change > Repair.
  • Conclusion

    Missing

emails on the desktop Outlook app can be a common and annoying issue, but it can be resolved by following some simple steps. The most likely causes are different email accounts, different folders, different sync settings, or a corrupted Outlook profile. By checking and adjusting these factors, you should be able to see all your emails on both your phone and your PC. If you still have any questions or problems, you can contact the Microsoft support team for further assistance.

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