It has come to our attention that many Outlook 2013 and Office 365 users are having issues within synchronizing IMAP folders recently. This appears to be happening across all hosts due to a recent update that Microsoft has pushed out to all of its users.

What causes the issue?

This issue is caused by installing one of the following updates that have been pushed out by Microsoft on 11/12/13:

KB2837618 or KB2837643

If you have not already done so, please avoid this update for a bit until Microsoft corrects the issue. If you cannot avoid the update, we will provide you with further steps regarding a temporary fix for the issue.

What does this issue affect?

This issue with Microsoft Outlook 2013 and Office 365 will cause IMAP folders to not successfully synchronize, therefore inhibit your ability to receive new mail to your inbox.

How do I fix this issue?

There are a few ways to resolve the issue:

Uninstall the recent updates (KB2837618 or KB2837643)

One option is to remove the recent update that has been pushed out by Microsoft to Outlook 2013 and Office 365 users. To do so, complete the following steps:

  1. Open your Start menu and click visit your Control Panel.

  2. Click Programs and Features

  3. Click View Installed Updates

  4. Locate either the KB2837618 or KB2837643 updates and remove them.

Disable the "Show only subscribed folders" option in Outlook

There have been reports that the problem can also be resolved by removing the setting that states to show only subscribed folders in Outlook. To do so, complete the following steps:

  1. Right-click the name of your account with the issue, then click the IMAP Folders... link.

    Changing setting for
  2. Outlook will open a box with IMAP folders.There is a checkbox that says, "When displaying hierarchy in Outlook, show only the subscribed folders." Uncheck that box.

  3. Force sending/receiving within Outlook and everything should synchronize up properly.

Changing the root folder path

Visit your Account Settings, then Advanced for the mail account that you are having trouble with. This can be located at one of the following:

  • Go to Change Account>More Settings>Advanced Tab

  • File>Account Settings>Account settings>Change...>More Settings...>Advanced

  1. In the Folders option, look for "Root folder path" and enter "INBOX" (with all caps).

  2. Save your settings and force a Send/Receive

We will keep this article updated as much as possible while the issue persists. If you have any further fixes that worked for you, let us know in the comments.

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n/a Points
2014-03-01 3:04 pm

Getting this error and this has caused alot of issues for me not receiving legal paperwork twice in a month

Did not have the updates listed and disabling subscribed folder instructions are not right

Staff
11,156 Points
2014-03-03 10:56 am
The solutions in this article as specific to these updates and are not meant to resolve all issues; only the ones caused by these updates that were pushed out previously. If you could clarify the specific issues you are having, I'll be happy to point you in the right direction.
n/a Points
2014-09-19 11:54 am

My outlook has major synch problems. The sent messages always remain on the Exit folder, they never get moved to the sent folder but they are sent (I get the answers and received confirmation) and everytime I synchronize I get the following message:

10:03:55 Versión del sincronizador 15.0.4647.1000

10:03:55 Sincronizando el buzón 'cgonzalezarq@facere.mx'

10:03:55 Sincronizando cambios locales en la carpeta 'Bandeja de entrada'

10:04:14                   1 elementos actualizados en la carpeta con conexión

10:04:14                   1 elementos cambiaron el estado de su atributo de lectura en la carpeta con conexión

10:04:14 Error al sincronizar la carpeta

10:04:14                               [800CCC0F-0-0-440]

 

10:04:14 Finalizó

So you see this is complex and I am getting tired of it. I spent 3 hours on Office telephone support and they couldn't fix this issue. Hopefully you can help me 

Staff
13,760 Points
2014-10-23 3:01 pm
Hello Cesar,

Thank you for contacting us. We are happy to help, but will need some additional information.

Have you already subscribed to your Inbox?

Have you contacted your email host while you are trying to connect? This would allow them to review the email logs for errors/problems.

I also found a similar question in the Official Outlook forums, where they are discussing this issue.

Thank you,
John-Paul
n/a Points
2015-01-08 12:22 pm

I just came across the postings and comments. We have a single email account that is configured on six computers. The account is configured as IMAP within Outlook 2013.

One of the client Outlook or all, have used more bandwidth in 3 days brought the website and server down. 

The email account if configured to hold 200MB of email. It currently has less than 100mb and is approximately 5% full. 

We have taken a number of steps to correct this issue including the removal and recreation of the email account. 

Do you have any thoughts why Outlook would be constantly pinging the server to the point of crashing it?

Staff
13,760 Points
2015-01-09 1:49 pm
Hello Bernard ,

Thank you for your question about IMAP email. It is difficult to say without reviewing your specific case, so I recommend reviewing the activity in the Exim Mail log. If you are on a shared server, Live Support can review the logs for you. You can easily submit a ticket request via AMP.

Often, this type of problem can be caused by multiple accounts connecting to the server simultaneously, or repetitively.

For example, if you have 6 people with their client set to check every 10 minutes, it would equal 360 requests per hour.

Another cause could be one of the clients checking every minute or more. This can often be caused by a broken or mis-configured email client.

Thank you,
John-Paul
n/a Points
2015-01-23 1:06 pm

Hello,

 

I can't seem to figure out why the accounts (Yahoo&My Work Email) that I have registered throught Windows 8.1/Outlook are not sending or receiving correctly. Outlook can't seem to sync correctly. I read throught the article above and I do not have the updates mentioned that seem to be causing an issue similar to mine. I have tested the accounts through my phone and they are sending and receiving just fine, so it has to be my Outlook account, correct?

Staff
13,760 Points
2015-02-26 9:32 am
Hello Jose,

Thank you for your question. If your email is working through your phone, but not on your computer. Try changing your settings on the computer.

For example, if you are using non-secure email settings, try using the secure SSL options. This will require you to change the port, and may help. Otherwise, you may have to contact the email provider, to see if they have a different setup, or known problems on their servers.

Thank you,
John-Paul
n/a Points
2014-03-19 6:51 am

Hi JeffMa,

my imap inbox was working fine yesterday and i've come in today after a windows update and now my imap account wond send or recieve in outlook. 

I get an errors in folder .pst - I don't know what to do, i've tried everything.

Can you help?

Staff
11,156 Points
2014-03-19 7:45 am
Hello Byron,
Could you clarify what the specific error that you're getting is?
n/a Points
2014-03-19 8:52 am

The server doesn't respond and says that an error is at C:\Users\username\AppData\Local\Microsoft\emailaddress.com.pst.

it was working fine yesterday and after the windows update KB890830 it's now not working - I'm in outlook, the folder is showing, but when i click on it i get a server error. 

I'm in a working office and everyone else is working fine - Very strange. 

Staff
11,156 Points
2014-03-19 9:04 am
Try running the Scanpst.exe tool. Instructions on doing so may be found at the following:

Repair Outlook Data Files (.pst and .ost)
n/a Points
2014-03-20 7:17 am

I seem to having the same problem after installing outlook 365 today for my wife.  Her gmail is synched and looked ok in the inbox.  But it is constantly synching. is that normal?

Staff
11,156 Points
2014-03-20 8:10 am
Hello Wilson,

If the inbox is quite large, it can take a while to synchronize. It should not be constantly syncing, but can sync quite often depending on your settings. It is also possible that it is a large inbox that simply takes a while to sync.
n/a Points
2014-03-25 1:45 pm

IMAP Messages won't send from Outbox, and none of the solutions here are working.

Messages WILL come in to the Inbox, but just won't send!

Staff
9,968 Points
2014-03-25 2:31 pm
Hello Kerri,

This article specifically deals with IMAP issues and Outlook which just deals with incoming messages, which it doesn't sound like you're having issues with at the moment.

We have another guide on problems sending mail that might be more helpful in your specific case.

More than likely you'll want to check if you're using port 25 for your Outgoing server, as this port could be getting blocked by your ISP. You would instead want to use either port 587 for non-SSL mail, or port 465 if you're securely connecting to the mail server over SSL.

Please let us know if you're still having any issues at all.

- Jacob
n/a Points
2014-03-29 5:48 pm

So far I can't get Outlook to recoginze sub folders AT ALL on my main email account, and it loses them regularly on the other two accounts.   I can't imagine using outlook regularly when it wont see my filed mail.

Staff
11,156 Points
2014-03-31 8:19 am
You may simply need to subscribe to those specific folders within your Outlook settings.
n/a Points
2014-04-03 2:42 pm

I did all the suggestions mentioned above except I could not find those updates on my pc. I am getting the following message

Your IMAP Server wants to alert you to the following: Folders cannot be created in a system folder. 

Suggestions?

Staff
9,968 Points
2014-04-03 3:04 pm
Hello Michael,

If you couldn't find the updates listed above in the article, then you more than likely are dealing with a separate issue then what this article covers.

I found on the Microsoft website a post about creating subfolders with IMAP in Outlook 2013. It sounds like this isn't a specific Outlook issue, but more than likely related to your web host.

I couldn't find any account information on file with us, so I'm assuming you're having these IMAP issues with another web host. I would recommend seeing if you can login to a webmail interface in your web-browser to your email account and see if you can create a folder there directly on the server. Then in Outlook see if you can see that IMAP folder created on the server.

It sounds like possibly your IMAP server doesn't allow for IMAP folders to be placed inside of your Inbox folder. Instead you should try having your IMAP folders on the same level of your Inbox and see if you still have issues syncing them with the server.

Please let us know if that works for you.

- Jacob
n/a Points
2014-04-14 1:40 pm

Outlook performed an update in the past couple of days and when I opened it today, it required that I set everything up like a fresh install.  Now all of my subfolders and contacts are missing and the most recent date for everything is 4/14/2014 @ 13:10. The same time the config was performed.

Staff
11,156 Points
2014-04-14 1:45 pm
I'll be happy to update the article with more information on this recent issue. Do you happen to know the specific update that was applied? Were you able to find a resolution to the issue?
n/a Points
2014-04-14 3:56 pm

I recently upgraded to Windows 7 and Outlook 2013 and now my sent messages are not showing in the Sent Items file.  Is there a solution?

Thanks,

Robert

Staff
9,968 Points
2014-04-14 4:12 pm
Hello Robert,

Were you previously using the same email account setup on a different computer? It sounds like you might have possibly been using your local email folder to store your sent emails in, instead of storing them on the server-side via IMAP.

If so, then you would need to access your old email client and backup your sent email folder. Either to the server via IMAP and then pull it down in your new mail client, or backing it up locally to something like a thumbdrive and then restoring it to Outlook 2013

- Jacob
n/a Points
2014-04-15 3:45 am

Hi Jacob,

Have been reading with interest this conversation. I have the same problem - and none of the suggested solutions work. Having spoken to Microsoft I realise they don't have a clue either. My situation: I recently changed from XP and Outlook Express 6 (where, for years, the IMAP synchornisation worked beautifully in either direction) to Windows 8.1 and Office 365. Send/receive and synchornisation work only if the root path folder is tunrned to INBOX (otherwise send/ receive get stuck), but then you lose all the user-defined IMAP folders. (You can't create subfolders for the Inbox if  the root path folder is not empty.) I understand that the proobelsm didn't exist in Outlook 2010, but MS wouldn't provide me with a copy...!

Christoph

Staff
21,637 Points
2014-04-15 1:04 pm
Hello Christoph,

The above article was written in response to an issue that Microsoft addressed in November of last year. The problem was caused by an update. If you're having a similar problem, it most likely has nothing to do with that issue unless you are using an version that was released at that time. Since you're using a January release, then you probably don't have this specific issue.

In regards to Jacob's response above, you have not confirmed if you were using an email account saved to a server versus your own computer. If you were using an account that was saved locally versus on a server, then you need to take the steps he suggested.

If you're not seeing USER-DEFINED folders in your IMAP account, you need to subscribe to them. So set your root folder to INBOX and then try subscribing to the folders. The process should be similar to the 2010 version of Office as described here. If you're still having problems, then you may need to work with Microsoft's technical support in further depth in order to resolve the issue.

Regards,
Arnel C.
n/a Points
2014-04-18 10:00 am

I did all of the listed steps to find my incoming emails and i still can not find them. This is only happening on one out of my four email accounts. any suggestions? it sends emails ok ,but wont display the incoming emails

Staff
11,156 Points
2014-04-18 10:08 am
The solutions provided above are specific to a prior update that affected users several months ago and may not apply to all situations. In your situation, I recommend following our guide on subscribing to your inbox in Outlook.
n/a Points
2014-04-19 2:09 am

Help!  I changed the Root Path to "inbox" in an effort to see the "Sent" Folder, which has disappeared with Outlook 2013.  It sent a test e-mail successfully but I still didn't see the Sent folder, so I closed Outlook and tried to re-open.  Now it won't open at all!  "Cannot start Outlook...cannot open the Outlook window....the set of folders cannot be opened....the folder (my gmail.com) cannot be opened....".  Help.  How do I open Outlook to change the root path back to blank...?

Staff
11,156 Points
2014-04-21 8:15 am
After doing some searching on Google for your issue, I have come across a solution posted by Microsoft on their forums. I recommend following this forum post as it should resolve your issue.
n/a Points
2014-04-24 3:36 pm

The  worked for me. I had stopped receiving new emails from one server (NetSol) though the other server worked well.

Uncheked 

Disable the "Show only subscribed folders" option in Outlook

  as suggested and it worked. Using Outlook in Office 365 with Windows 8.1

THANK YOU

Staff
13,760 Points
2014-07-29 10:26 am
Hello Bill,

You are very welcome. I'm glad you were able to fix your problem with emails not showing, by un-checking the show only the subscribed folders option.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-05-08 7:31 pm

Very interesting thread -

 

my issue with IMAP is that anytime someone sends me a large email (> approx 8MB) it blocks up my incoming emails - I can still send no problems, and i still receive all the emails on my phone - they just wont download to my computer, and no other emails received after the large emails will either.

If i log into my webmail, download from there, and then delete, all the other emails start downloading to my outlook again.

I know it will take time to sync these large emails, but i have waited hours and they still don't download.

Is this something you could help me with please?

 

Also, we have issues with larger emails that we have sent replicating on the server - so we end up with 70 copies of a 6.5Mb email on our server filling up our email server. Not sure if this is a separate problem?

 

Thanks in advance.

 

Staff
21,637 Points
2014-05-08 8:25 pm
Hello Haydn,

Sorry to hear about the problem with your emails. In order for us to troubleshoot this issue, we need account information. Since you have not provided this information, I can't look to see what may be causing the problem. If you could please provide a URL or account name and email address we can look into it for you. However, bear in mind that anything you post on the website is public domain. If you want to keep it private, then please contact our live technical support team via phone/chat/email.

Kindest regards,
Arnel C.

n/a Points
2014-05-09 1:10 pm

Tried the imap fixes you suggested. no luck. I am not able to view my mail in the inbox?

Staff
13,760 Points
2014-05-09 3:22 pm
Hello al,

We are happy to help, but we will need more information to troubleshoot the problem, such as the email address.

Are you able to login to Webmail successfully?

Also, if your problems persist, it may be easier to contact Live Tech support, so they can review your mail logs in real time.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-05-21 7:49 am

This has caused me a real probelm - I created a new folder and moved 2 very important emails from april into it - then I got an error message from IMAP server about not being able to create folders - which I closed - then the folder i had created, with the vital emails vanished! so I can't get these emails back! My email isp is trying to help - but it doesn't seem to work.

Really, really annoyed as the loss of these emails may result in me losing £2500

Staff
11,156 Points
2014-05-21 8:56 am
Within Outlook, try subscribing to the specific folder that you placed them in. If you don't see it there, the folder is likely not on the server.
n/a Points
2014-05-22 12:58 pm

Hi,

I have recently changed from Windows XP/Outlook 2003/gmail/POP3 to a new computer with Windows7/Outlook2013/gmail/IMAP.  Unfortunately, the Outlook 2013/IMAP combination has been a disaster with numerous folder/sub folder synchronization issues that have even affected my old computer's email folders.  I am considering a change back to POP3 & am assuming that would resolve the synchronization problems without losing any messages or folder set-ups(?).  Whenever I send a new message, I get a very large numbers if copies in my trash folder & would like to know how to eliminate thiese excessive duplicates(?).  It seems like I need to either use Outlook with POP3 or just avoid Outlook 2013 & just gmail for all my mail.   Thank you for your comments.

Staff
11,156 Points
2014-05-22 1:15 pm
I personally recommend setting up Gmail to pull all of your messages via POP. That way, all of your messages are stored on Gmail and you won't run into the issue of duplicate messages.
n/a Points
2014-05-28 12:13 am

I am receiving email, but there is nothing in my Outbox!!  The only way I can forward sent email is to log onto the G-mail server and get my sent mail.  this is a useless program if it only provides the facility to get email but not to get it.

Staff
11,156 Points
2014-05-28 7:52 am
I recommend checking your outgoing mail settings to ensure that they properly match up with what Gmail has provided. Sometimes, even the slightest change can cause issues.
n/a Points
2014-05-29 6:46 am

Hello,

Outlook 2013 doest not dowload my messages received with IMAP anymore. I can send messages without any problems. It happened just before I made a big cleanup of my messages in outlook 2013. I tried your suggestions but i didnt found the updates on my computers, i don't have the 2 mentioned.

Do you have any idea ?

Thanks in advance

Antoine

Staff
11,156 Points
2014-05-29 8:24 am
As this article is a bit older, you likely won't have these same updates. I recommend attempting to subscribe to the specific mail folders or changing the root folder patch and see if that helps.
n/a Points
2014-06-08 10:39 am

I tried all the above suggestions, but none worked.  The KB updates mentioned weren't installed on my PC.  I manually send/receive after sending an email to myself from another account but the email doesn't come in until I close Outlook and reopen it. I'm using Outlook 2013 (Office 365).  Also, the same email may be "received" 10 or more times (i.e., it shows up multiple times in my Inbox).  Outlook is constantly "SYNCHRONIZING 'Inbox'".  Is there a solution?

Staff
13,760 Points
2014-06-09 2:25 pm
Hello twscitp,

Thank you for your question. We are happy to help, but will need some additional information to troubleshoot.

Have you tried setting the account up from scratch? Sometimes it can help when Outlook is acting inconsistent.

Are multiple people, or devices connecting to this same email account?

You can set the synchronization interval in Outlook, here is a link to their official guide.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-06-19 2:06 pm

The account was set up from scratch already.  I've set the sync interval to my desired frequency.  I do access my email from my Android phone and my Android tablet.  I thought the whole purpose in using IMAP was the ability to do this.  I continue to have to restart Outlook on my desktop to get new emails; some emails do not show up on my phone and/or tablet.  I also continue to get 20 or more of some emails, even though I've deleted the email already.  The constant synching has mysteriously stopped (at least for now).  Is Microsoft doing anything to fix this chaos?

Staff
13,760 Points
2014-06-19 2:16 pm
Hello twscitp,

Thank you for contacting us. Microsoft suggests if you did not install the original updates (KB2837618 or KB2837643), the the latest update should fix the issues:
http://support.microsoft.com/kb/2850061

But, if Outlook is working at this time, it may be better to use it as is.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-06-12 7:46 pm

Hi there,

I'm having trouble viewing my sent emails. The last email that shows up is a month old. 

I'm on Outlook 2013 on Win8 using Exchange. The same thing is happening on my Surface as well. However all my sent emails show up on my Iphone. 

Would appreciate any suggestions.

Thanks. 

Staff
11,156 Points
2014-06-13 7:43 am
When viewing the emails on the server itself, are they within a sent folder? You may need to subscribe to that specific sent folder within Outlook.
n/a Points
2014-06-18 4:21 pm

I've got this same damn issue and it's driving me nuts.

It all started after installed Windows 8.1 Update 1.

I don't see the to KBs mentioned as being installed, I can only assume they are part of the 8.1 bundle (ggrrrrr).

Now I sometimes get mail, other times I don't - there is no rhyme or reason to this.

Wish I'd never installed that damn update and like others Outlook is either constntly syncing or doesn't sync at all.

SERIOUSLY disappointed Microsoft aren't fixing this as it's killing people.

Staff
9,968 Points
2014-06-18 5:17 pm
Hello Cliff,

I know it can be frustrating to have sporadic access to your email. It looks like Bill had commented further up in the comments that he's using Outlook in Office 365 with Windows 8.1 and was able to resolve these issues.

Try checking or un-checking the Show only subscribed folders option in Outlook and seeing if you're still having errors. Here is the Microsoft guide for Display only subscribed IMAP folders.

- Jacob
n/a Points
2014-06-19 1:35 pm

I tried the solution to enter "inbox' in the root folder path and the result was that all of my other folders went away.  How do I recover them.

Staff
13,760 Points
2014-06-19 1:42 pm
Hello Cheryl,

Thank you for contacting us. Have you tried entering "Inbox" with a capital "I" ? The lowercase inbox will be a different folder (most likely empty if you don't see anything).

Since this guide is for IMAP, your emails/folders should still be saved on the server.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-06-19 1:55 pm

Thanks.  That fixed it.  Also the issue with slow mail seems to be resolved.

 

n/a Points
2014-06-19 3:12 pm

Fixed - was a corrupt Outlook Profile. Creating a new one and setting everything up from scratch and normal service is resumed (for noe). Thanks for the reply.

n/a Points
2014-06-25 1:52 pm

The unchecking the box worked for me!! THANKS A BILLION!!!

n/a Points
2014-06-26 3:43 pm

my sent folder all of a sudden is only showing about 2 days of e-mail, it says on bottom of folder to load more on the microsoft exchange server, when I do that it populates from 2013 down. I have no e-mauils from 06-23-14 to 03-24-13

any clues. I really need to access my sent e-mails

Staff
9,968 Points
2014-06-26 4:41 pm
Hello Kathy,

It sounds like you might need to speak with your email host, as it seems you are using a Microsoft Exchange server. This article you've commented on is relating to IMAP issues with Outlook, but that seems like a completely separate issue from what you're having.

If possible, you might have direct webmail access to the server where you can look to see if your missing messages are actually stored still on the server and just unable to sync with your Outlook client. Please contact your email host for info on how you might access that.

- Jacob
n/a Points
2014-06-28 2:07 am

Sir,

I have configured both microsoft 365 & gmail in Outlook & also in my Android..

But whenever am sending some  mails fm gmail through android, its undelivered and getting a mesges" rejected by the relay pod51021.outlook.com. 

kindly help on this.

Thanks...

Damo

Staff
9,968 Points
2014-06-28 2:52 am
Hello Damo,

If you are trying to send from your Gmail account on Android you typically wouldn't be using Outlook's mail servers in the mix at all. Are you using the Gmail app on your Android device?

It sounds like the Outlook server is telling you you're not authorized to relay mail through their server.

It looks like there are a lot of people with similar errors relating to Gmail and Outlook, but I don't seem to see a solution from Microsoft on the issue.

- Jacob
n/a Points
2014-07-02 2:47 pm

By clicking the main mail box, unsubscribed from the folder, press apply, subscribed to the folder, press apply and the forced a read, everything loaded up.  Thanks for the tip

n/a Points
2014-07-08 6:28 pm

I seem to have the problem described, but do not find amongst my updates either of the updates indicated.  I loaded Outlook 2013 from Windows 365 on 3/20/14. Any new developments?

Thanks for any advice!

 

Staff
21,637 Points
2014-07-08 7:54 pm
Hello ChrisL

I looked around to see any updates, but the link does go the download link for the Outlook update If you are unable to find the right update, you would be better served contacting Microsoft for the correct update link and files.

Regards,
Arnel C.
n/a Points
2014-07-10 12:48 pm
I ended up with two folfers fot each e-mail account converted from pop3 to imap?
Staff
11,156 Points
2014-07-10 12:59 pm
It sounds like you may have local folders on your computer from POP and the server folders from IMAP. You may need to completely remove the account and re-add it to resolve the issue. You could also simply try just deleting the incorrect folders as well.
n/a Points
2014-07-13 9:30 am
Disabling show subscribed folders fixed this issue for me...thankfully.
n/a Points
2014-07-14 10:59 pm

I am trying to sync the emails from my mac to my PC desktop. I am using Outlook 2013. With IMAP, I am able to view, send and receive email from my desktop but my Sent folder is empty and I am missing a few months of email. My mac has all emails from 2012 up to July 2014. But in my pc, I am missing June 2014 to January 2014. I started syncing my email on July 3. Some emails were probably misredirected in the process. I don't have the KB2837618 and KB2837643 updates and also tried changing the root folder path but to no avail. I also don't see "show only subscribed folders"in my Outlook.

Hope you have other suggestions.

Thank you!

Staff
13,760 Points
2014-07-15 10:26 am
Hello Ness,

Thank you for your question. Your issue does not seem to be related to updates KB2837618 or KB2837643.

Since IMAP accesses emails on the server, what you are seeing on your PC desktop is what is currently on the server. It should save your Sent mail as well, if not make sure you are subscribed to your IMAP folder.

I would then check if you are using IMAP or POP on the Mac. Since you are only seeing older emails on the Mac, they may have been downloaded via POP, and are now stored on the Mac.

If they have been downloaded to the Mac via POP, you will have to export them, and then Import them into the PC computer. How this is accomplished depends on your specific email clients, for example Mac Mail, Thunderbird or Outlook.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-07-15 5:25 pm
I am trying to access email on my iPad- none of your suggestions seem to be possible on the iPad
Staff
9,968 Points
2014-07-15 5:59 pm
Hello Jane,

Are you trying to use Outlook on your iPad? You might want to take a look at our configure email on an iPhone / iPad article for the full process.

If you're still having any issues, please let us know at what step you're running into problems, and what if any errors that you are seeing.

- Jacob
n/a Points
2014-07-15 7:42 pm

Please help! I just re-formatted my hard drive last week and reloaded windows 8.1 and installed office 365 for the first time (I was using office 2010 with no problems) everything seems to be working but outlook 2013 (Imap with gmail accounts- 6 of them). I have troubleing getting timely e-mails when I sync. Takes several hours to days to get e-mails come through. I have tried all the suggestions above..."INBOX" as root path, unchecking subscribed folders (It was already unchecked, checking it didnt work either), I dont have the KB files since I have a recent windows disk. I tried un-installing most of my updates...no luck. Any other suggestions?? I get no error messages, just wont load e-mails. I did have brief luck when i disabled "Labels" on my gmail account settings. but that only lasted for 1 re-send attempt. Thanks for your help.

Staff
21,637 Points
2014-07-15 8:07 pm
Hello Bob,

Sorry to hear about your problems with Outlook and office 365. Unfortunately, there is a history with issues with IMAP on this version of Outlook. I would highly recommend that you get the LATEST service updates for your Office installation. You can find them here at the Microsoft Office 365 Service Upgrades and Service Updates page.

Kindest regards,
Arnel C.
n/a Points
2014-07-16 12:25 am
I used the "show only subscribed folders" uncheck this box and YES everything worked just fine! I very very much appreciate this helpful info
n/a Points
2014-07-16 2:08 pm

I read all the threads concerning this problem, but did not read anyone having the same type of trouble.

 

On my PC, I am able to view incoming email into inbox, however, within a minute or two the email disappears.

My Outlook is sync'd with my phone - the emails going into my phone inbox do not disappear.

Thank you

Staff
21,637 Points
2014-07-16 5:14 pm
Hello Julie,

I'm sorry to hear that you're having problems with email. This kind of problem is often related to two types of email protocols being used. One could be IMAP, while your phone is using POP3. POP3 Downloads the files from the server. So, if the files are there, they may be there until the phone syncs, and then the files are no longer on the server, but on your phone. The best way to resolve this would be to change the phone to use IMAP (or at least make sure that it does). If all devices are using IMAP that is attaching to the account, then the emails shouldn't disappear. If you require further assistance, please provide us a domain name and the steps duplicate the problem so that we may investigate the issue further.

Regards,
Arnel C.
n/a Points
2014-07-17 8:30 pm
Today (7/17/14) Microsoft installed an Office update and suddenly most - not all - of my imap folders from gmail have disappeared. The basics are there, but otherwise it seems to have arbitrarily chosen only a few to display. I have not installed the KB updates you suggested to delete, and nothing else I have tried works. And I cannot find an answer anywhere for this problem. HELP!
Staff
11,156 Points
2014-07-18 9:27 am
Unfortunately, I have not heard any word about this update. Could you provide me with the specific update version number so that I can get more information as well as provide others with it?

Also, subscribing to specific folders in Outlook may resolve your issue.
n/a Points
2014-07-18 3:28 am

Thanks so much ! Very helpful!

 

n/a Points
2014-07-18 2:55 pm
Tried everything suggested and it still has not fixed the problem. Also went in to "Update Folder List" but nothing happened, even though I attempted it several times.
Staff
24,272 Points
2014-07-21 12:54 pm
Hello JCarallie,

This article is for an error that occurred in February so this particular issue should not be occurring. Please let us know your particular issue so we can assist you the best we can.

Kindest Regards,
Scott M
n/a Points
2014-07-22 3:41 pm

I too had this problem and I solved it by finding where the gmail ost file was being kept (go to account settings, data file and open folder where the gmail ost file is located and save that path).  Shut down Outlook 2013, opened file explorer and went to the directory that contained my gmail ost file.  Delete (or move to another area if you don't feel safe doing this, however if you setup gmail as an IMAP remember that gmail maintains a complete set for you).   Restarted Outlook and everything came back and it has been syncing just fine since then.   Thanks all

Staff
21,637 Points
2014-07-22 4:07 pm
Hello Rich,

Thanks for the comment! We do appreciate it when people share their knowledge!

Regards,
Arnel C.
n/a Points
2014-07-23 7:40 pm
I think this answer is very well laid out. I left the update uninstall to last and didn't need to do it.
n/a Points
2014-07-24 7:55 am
Find the solution to the problem
Staff
21,637 Points
2014-07-25 2:15 pm
Geoff,

I'm sorry if you're having problems with Microsoft Outlook. However, we're not sure what problem you're referring to. Per Microsoft, this issue has been addressed with their updates. If you have applied the correct updates and the problem is still occurring, then you may need to contact Microsoft for support as any fixes made for this product will need to be done by their programming team.

If you believe that the problem you're encountering is different, then please provide us more details on the issue in a reply to this post. Other users of Microsoft's product may be able to provide insight into the issue if you provide a description.

Kindest regards,
Arnel C.

n/a Points
2014-07-25 1:53 pm

My problem with Outlook 365 involves emails sent by people using their gmail accounts. These meail appear in my Outlook inbox but when Outlook is reopened the emails are listed and then immediately disappear.  I do not have the updates listed before and I have unchecked the box in IMAP folders.  My other folders (delete, sent outbox, etc.) are not affected at all.  I am not quite as adept as most on this forum, but am more than willing to try anything to keep these gmail-sent emails in my inbox.  Can you help?  Thanks.

Staff
21,637 Points
2014-07-25 2:49 pm
Hello Joan,

Sorry to hear about the problems. It is very strange. I looked on other forums for similar occurrences but I'm not seeing it as a major problem. If it were a problem, it would definitely be reported. Have you made sure that these emails were simply not being filtered out or removed with a spam filter? I use Gmail myself, and I am unable to duplicate these issues. If you are receiving the emails and you're seeing them in the email client, the problem is unfortunately in the email client, so it's not something we can troubleshoot through the server here.

Double-check your filters or any rules that automatically move email around in Outlook to make sure that it is not doing something to your messages.

Regards,
Arnel C.
n/a Points
2014-07-25 4:58 pm

I am having same issue.

Using iPhone with Miao, worked fine yesterday, webmail is fine but no IMAP synch

please advise

Staff
9,968 Points
2014-07-25 5:18 pm
Hello Sheldon,

I don't see why you'd be having any IMAP issues relating to Outlook 2013 or Office 365 if you aren't using either of these products. You might want to contact your email host and see if they're showing any login attempts from your device to see if it's even making it to the server.

You would probably want to ensure that you review your iPhone email settings and ensure they are correct and matching the credentials you're using to access webmail.

If you are connecting to the IMAP server, but not seeing all of your IMAP folders, you will want to read our guide on syncing your IMAP folders on your iPhone.

Also if for some reason you recently upgraded to iOS6, you could be having iOS6 IMAP issues.

In order for us to better help you troubleshoot this problem, we'd need more information from you such as what error you're seeing if any on your iPhone, and what steps you're trying to take to get your IMAP email synced to your phone.

- Jacob
n/a Points
2014-07-25 6:24 pm

Thanks Jacob.

iPhone using standard mail client, settings are fine, worked up till yesterday, no updates to phone

is anybody else having same issue ?

txs

sheldon

Staff
9,968 Points
2014-07-25 6:30 pm
Hello Sheldon,

I've talked with a few people with iPhones and they are not having issues with their IMAP connections. It sounds like something more than likely changed on the server end of things. You would want to contact your mail provider to figure out if you're even able to attempt a connection still to the mail server or not.

Another thing you might want to keep in mind, are you connecting over WiFi, or using your cellphone connection?

You might be possibly running into an issue through your network for connecting to the IMAP port, either 143 for a standard connection, or 993 typically for a SSL secured connection.

Again, we can't really help you at all if you don't provide any error messages at all, or what you're trying to do to get your IMAP mail to sync.

- Jacob
n/a Points
2014-07-26 4:31 am

Please, I have a problem with outlook 365 (institutional email) and i can't log into my email. when i was trying to log in, it give me  this message ''This webpage is not available'', however the internet connection is ok.

Could you help me to solve this problem?

Staff
9,968 Points
2014-07-26 10:54 am
Hello Ehab,

It sounds like you might have a local firewall that is preventing you from being able to access your mail. If you're attempting to connect from an office or school, you'll need to ask the network administrator if you're allowed access through their firewall. If you're connecting from home, you might need to check and firewall software that you're running, as well as any anti-virus suites that might be denying the connection as well.

- Jacob
n/a Points
2014-07-30 4:51 pm

Hi, for some reason Outlook stopped picking up mail today.  No error messages.  It thinks it is sending and receiving.  Also, cubemail and horde show different things in the inbox.  Help?

Staff
11,156 Points
2014-07-30 5:05 pm
The webmail interface is the most accurate as it is showing exactly what is located on the server. It is possible that there could just be a small issue in Outlook. Try restarting Outlook or your computer to ensure that it is fully eliminating any processes that could just be stuck. If that fails, you may need to remove and re-add the email account.
n/a Points
2014-07-31 4:02 am

My imap account wont allow sub folders from the inbox folder in outlook 2013, I get a message saying " Your IMAP server wants to alert you to the following: Folders cannot be created in a system folder". and then the folders are deleted automatically, emails that were in the were then moved to achived folder thank god. Please help

Staff
13,760 Points
2014-07-31 9:38 am
Hello Jeremy,

Thank you for contacting us. I found a similar problem posted in the MicroSoft forums regarding the "Your IMAP server wants to alert you to the following: Folders cannot be created in a system folder" error.

Basically Microsoft recommends checking with your ISP, or creating a ticket with them.

If your email is hosted on our servers, we would need to know your specific account information to troubleshoot. the problem. It may be easier to contact Live Support so they can review the logs in real-time, while you are attempting to connect.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-08-08 6:15 pm
Thank you i fixed the problem. In my case it was issue with the folders. I disabled the "Show only subscribed folders" option in Outlook and now it all works again. Thank you
n/a Points
2014-08-10 8:40 am
It would be helpful to give a longer description, perhaps in a separate article, of the problem that this article resolves. My issue is that Outlook 2013 isn't picking up new IMAP mail as it arrives. Sometimes it takes days before Outlook picks up the mail, and then only if I keep Outlook open for that period of time. I think the issue I have having has something to do with Outlook 2013 not having that "push mail" functionality that was subject to a patent dispute, but that functionality is present in versions of Outlook before 2013. The updates that this article describes are not on my PC and the other resolution steps don't help.

But I have to say, that this is by far the best article I have found on the topic. Thank you for putting it out there.
Staff
13,760 Points
2014-08-18 11:52 am
Hello Lunda,

Thank you for your suggestion. We are happy to try and help you, but will need some additional information. Do you have a lot of emails stored in your IMAP folders?

If you have a lot of emails stored in IMAP, it can cause delays. This is because every time you access email it has to ask for all the emails and populate a list of them all. If your email is hosted on our servers, we can Automatically Archive your emails by month. They are still accessible and searchable, just not all stored in the same folder.

It is also possible the server is experiencing issues. I could not locate an account on our servers for you, but we would be happy to investigate further if you want to provide your domain name.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-08-18 11:23 am

Hi, I tried to follow these guidelines but they caused me even more problems.  I didnt have the two updates installed and the subscribed folders option was already unticked so nothing to change there and only one option to try.

However setting the Inbox as the root completely screwed things up for me so I would urge CAUTION if tyring this one - my subscribed folders disappeared from the folder list and wouldnt return if I remove the Inbox as the root folder. If I query the IMAP folders most of them are still there and creating a new account recovers those but I think I've lost some folders and emails.

 

 

Staff
13,760 Points
2014-08-18 12:15 pm
Hello ade,

Thank you for contacting us. I reviewed the article and it should actually be INBOX (in all caps). I updated the spelling in this guide. It was taken from our full guide on Subscribing to your Inbox.

Please keep in mind, this setting (INBOX) may differ with other hosts or mail services. If your email is not hosted on our servers, you may have to contact your hosting provider for their specific settings.

Since IMAP leaves your emails on the server by default, they should still be stored on the server.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-08-29 5:49 am

I can't find either of those updates, yet we are still having problems. To be more specific, no matter how many emails we delete we still keep getting a message saying our inbox is full. Being as we are a company and charity, it is very annoying that we are sometimes unable to send email, or even recieve them. We were hoping that following the steps to solve the probelm above would help, but no luck.

Staff
11,156 Points
2014-08-29 11:05 am
This can be caused by your spam box being full or your quota being too low. You can increase your inbox quota in cPanel by clicking on the Email Accounts.

To clear your spam box, log into cPanel and click on SpamAssassin, then click on Clear Spam Box
n/a Points
2014-09-01 8:00 am
There are more issues with the IMAP folder synchronization. I do not have the mentioned updates and Outlook synchronizes only partly files with the IMAP folder which cause me loss of files etc.
If I go to the providers account info, I can find all missing E-Mails but they won´t appear in Outlook. In addition, synchronization takes much longer as the set interval for synchronization. If I terminate Outlook and start it a gain, a partly synchronization starts. By restarting Outlook 2- 3 times, I get all latest E-mails from the server but this does not help with subfolders which do only partly synchronize even if I only synchronize the subfolders with missing files.
Staff
11,156 Points
2014-09-03 12:58 pm
First, I recommend removing the account from Outlook and re-add it. If that doesn't work, try fully uninstalling and reinstalling Outlook. If both of those solutions fail, you may want to contact Microsoft for more information.
n/a Points
2014-09-02 7:25 pm
None of the steps have helped. I have been without Outlook now for 3 months for the second time this year. Totally Frustrated........ Yesterday it worked randomly and downloaded 100's of emails and today back to square one. Wont trust it again will now need to find other solution
Staff
11,156 Points
2014-09-03 1:00 pm
As these solutions applied to a specific issue several months ago, many times they will not resolve some current issues. Could you clarify what error messages you are getting? If you are looking for an altrernative, I recommend Thunderbird.
n/a Points
2014-09-03 5:10 pm

Decided to move some files into sub folders for safe keeping last night due to all the problems and shazam they are gone. Gone completely, log onto the webmail and they are not there. So frustrated as these were some business files (why didnt I just save to my computer????????) so mad with mysef.

I have discovered the only way I can get OUtlook to download is file-account settings-repair-then force download, I have to do this each time and it doesnt neccessarily work each time. I recieve no error message just nothing happens or it says it has sent the test message and nothing. Outlook has been a problem for me for most of the year.

n/a Points
2014-09-18 6:15 pm

Just wanted to add that my email host told me back in Feb they are legislated to keep emails for a minimun of 2 years (could be 7) They werent too happy but I got them to download every email back 3 or so years, took them about 2 weeks but they did it I then went through 1000's of emails and saved the ones I needed my self. I now manage my mail better that is of course when and if I get it :D

n/a Points
2014-09-18 6:01 pm

I wanted to say how helful you have been to many people with so many issues. I have been keeping an eye on the post and have reset all my email settings as described which has worked and allows me to access my emails through outlook. However I still have to force a down load every couple of days whcih may work or I have to log out of outlook and reopen, sometimes I still have to go to account settings-repair--force down load. Sometimes this doesnt work either and I go to account settings-change, if this doesnt work I go to account setings-data files and re click set to default or open the settings and click ok. Either way I either get my emails without doing anything as it should or I fiddle around and eventually get them. My question is why do i need to do this and is there something else I could be doing to improve it further? kind regards Sharrie

Staff
11,156 Points
2014-09-19 1:22 pm
You could try removing and re-adding the account. Otherwise, your best solution may be to contact Microsoft.
n/a Points
2014-09-03 6:41 am

Since Microsoft released Outlook 2013, we have big problems with synchronization of IMAP mailboxes on non Microsoft Exchange mail servers. The reason is simple: Office 2013 is a piece of crapware supporting just their own (Microsoft) technologies. Try to create new email folder under IMAP and then delete it! IMPOSSIBLE. Try to set sent items and trash! IMPOSSIBLE! Forget about Microsoft and Outlook 2013. If you don't want to be angry, use another email client! This is a solution, nothing else!

n/a Points
2014-09-03 9:00 am
it didnt work
Staff
11,156 Points
2014-09-03 1:02 pm
As these solutions were written for a specific issue within Outlook several months ago, the solutions provided may not work for current issues. If you could clarify the specific issues you are having, I will be happy to provide you as much information as possible for a solution.
n/a Points
2014-09-05 11:25 am
Not your fault! very kind of you to be trying to help clients anyway. But this Office 365 / Windows 8 / IMAP issue seems to be causingall sorts of problems
n/a Points
2014-09-05 11:36 am

Hullo gentlemen!

 

My ISP - phone cooperative - updated me automatically to an IMAP service. I've just got a new laptop running W8 and Office 365 - and all my emails keep disappearing from the inbox. I check my webmail - and that inbox is completely empty too.

I don't have the updates you mentioned, and I've tried the otherfixes withno success = have you come across anything more up to date from MSabout what's causing these issues? 

All the best, and thanks for all your work.

Staff
13,760 Points
2014-09-05 12:25 pm
Hello Paul,

Thank you for your question. If you do not have the updates listed above, your problems is most likely unrelated.

Do you still have an email account setup somewhere as POP?

If emails are not available in Webmail, they were removed, or downloaded. Most likely via POP, which removes emails from the server by default.

If you are not sure, your email host should be able to help you review the email log for POP/IMAP logins.

Thank you,
John-Paul
n/a Points
2014-09-15 9:38 am

Hi John-Paul

 

Thanks for the steer, yup, you were dead right -because I had a device downloading emails which still had pop3 details set up it was causing a conflict. Once I made sure all my devices were pointing at the imap server the problem was resolved.

 

Thanks again!

n/a Points
2014-09-06 8:30 am
You should provide an illustration of where to find the folders tab next to the favorites tab.
You totally lost me.
Staff
13,760 Points
2014-09-15 12:25 pm
Hello ,

Thank you for contacting us. I reviewed the guide, and it was incorrect.

So, I updated the Disable the "Show only subscribed folders" option in Outlook section , with the correct steps, and a new screen shot to clarify.

If you have any further questions, feel free to post them below.

Thank you,
John-Paul
n/a Points
2014-09-14 10:30 pm

JeffMa and crew, i just spent four 1/2 hours on the phone with MS trying to resolve my outlook 365 issues... They remotely tried to fix the inbox to recieve emails and send emails... the level 2 tech (my case was escalated) said it was an imap issue from my provider and the fix was needed on thier end. I called register.com and told the tech support line what microsoft said and i was told this was a known issue and the world was waiting on a fix... he also said the only way to make this work was to switch to pop3 or back to outlook 2010...

so my question is, where or who do i call for a fix or patch for this problem if it is truly known and is microsoft actively trying to fix this?

chris-

 

Staff
24,272 Points
2014-09-15 8:52 am
Hello Chris,

As the fix seems to be on the MS side of things, they are the ones who would have any information for a patch.

Kindest Regards,
Scott M
n/a Points
2014-09-16 12:14 am

I have an IMAP server it was working fine with outlook 2010 we are under process to upgrade to outlook 2013 its under testing. I am not able to see the folder content  its all blank in outlook 2013.

Any suggestion

Regards,

Sandeep mishra. 

Staff
24,272 Points
2014-09-16 9:02 am
Hello Sandeep,

Have you ensured that all your folders have been subscribed to? Also, be sure to read the above and follow those instructions as well.

Kindest Regards,
Scott M
n/a Points
2014-09-17 4:43 pm

I have Outlook 2013 and am set up for IMAP.  My sent emails would not show in the Sent Items Folder.  I tried the possible solutions and none applied to my situation.  I have two other emails and the sent emails show up fine in the Sent Items Folder.  The problem email pst was in a different folder, so I moved it to the same folder as the other two pst files.  Problem solved.

n/a Points
2014-09-18 3:41 pm

I was having the stated problem with synchronizing my subscribed folders in Outlook (and getting timed out) so I followed your suggestion about changing the root folder to "INBOX" and then forcing a Send/Receive.  I promptly lost ALL of my subscribed folders except INBOX, meaning I lost every saved email I've ever sent from this email account (hundreds).  Please tell me there is a way to reverse what I've done.

Staff
11,156 Points
2014-09-18 3:44 pm
They may have simply disappeared from Outlook if you are using IMAP. To check on them, try logging into webmail and reviewing your messages.
n/a Points
2014-09-21 11:40 am
Show detailed screenshot of each step.
n/a Points
2014-09-22 8:01 pm

I follwed the instructions typed INBOX in root and now I have lost all my sub folders and when I removed INBOX they are still missing

Staff
21,637 Points
2014-09-22 8:24 pm
Hello Dean,

I'm sorry to hear that you're having problems with Outlook and the instructions above. The update and instructions do not typically lead to this type of behavior. Did you disable "show only subscribed folders" option before you changed the root folder? If you did not, then it's possible that you're simply not seeing the folders because they were on the subscribed list. If you continue to have problems with the Outlook client, you might be best served by consulting with Microsoft support - as they will have the latest support and patch information concerning that software. Apologies that we can't give you a direct answer, but if you can provide more information on your account then we may be able to investigate the issue further.

Kindest regards,
Arnel C.
n/a Points
2014-10-04 7:00 am
Disable the "Show only subscribed folders" - I did this and then
Changing the root folder path - It seemed not to work until I stopped and restarted Outlook. Maybe that was a Duh that I should have known. It appears to be fine now. Thank You. If the problem returns, I have this page bookmarked, I'll try Uninstall the recent updates and comment further.
n/a Points
2014-10-04 7:55 am
I just "found this article helpful" until I noticed I had the same problem as at least two other people have had by following your "How do I fix this issue?" steps 2 and 3.
You replied to Dean - "Did you disable "show only subscribed folders" option before you changed the root folder? " Yes, I did and had the problem as stated by Bob, Dean and now me.
Bob - 2014-09-18 3:41 pm
I was having the stated problem with synchronizing my subscribed folders…
…I promptly lost ALL of my subscribed folders except INBOX
Dean - 2014-09-22 8:01 pm
I follwed the instructions typed INBOX in root and now I have lost all my sub folders and when I removed INBOX they are still missing
Luckily, I had a drive image from only 12 hours ago. I restored my SSD OS - with the .ost file on it. I only lost 2 emails, but since having this sync problem, I have been cc'ing all my Outlook sent mail and all my received mail from my important contacts to my AOL mail - which windows 8.1 mail handles well - and I only "lost" two sent emails. They are in AOL, so, I'm only frustrated and not irate that I didn't read every comment. You know this can happen - at least two times before - I got lucky and was feeding my ego by seeing if my first comment was posted. Actually, until I saw the last two comments, I hadn't noticed the lost of my email. The last two commentators were staring me in the face. I don't like to have to read EVERY COMMENT from a site like this one to see if you know what you're talking about. Oh, it "fixed" my sync problems - nothing to sync - no problem. You need to address this "fatal flaw" in your "fix."

Now, do the right thing and make it known that the fix will screw your email storage completely up. I'm not part of your community and "new! - Enter your name and email address above and we will post your feedback in the comments on this page!" doesn't say a thing about joining to have my comments posted. You may delete this last paragraph if you like, because I realize I'm coming down hard on you. This fix is not acceptable without prior notice that the loss of every email not in the inbox can disappear. I will be checking daily to see how much integrity you have. Edwin Attaway - you have my email twice now. Contact me directly and give me a piece of your mind, if you feel like you are not in error. I welcome a spirited exchange. This time, kindest regards. Edwin Attaway
Staff
11,156 Points
2014-10-13 11:36 am
Unchecking the box as shown in this article should not affect any of your messages on the server itself. Unchecking this box simply allows all folder for the account to be shown and not just the specifically defined subscribed folders. Unfortunately, I am unsure what caused the issues that you had, but I do know that this has been tested several times and has not bee known to cause any issues.
n/a Points
2014-10-12 2:15 pm

FWIW, I had this issue with outlook 365 and simply continued to use Thunderbird, which works fine (I haven't tried any of the solutions mentioned in this article)

n/a Points
2014-10-23 4:06 am

I've tried them ALL - I don't have those updates and the other two 'fixes' don't work

I'm having to "upgrade" back to Windoze Live Mail until Microsoft can be bothered to fix this

 

Staff
13,760 Points
2014-10-23 10:17 am
Hello Russ,

Sorry to hear about the trouble you are having with Outlook 2013. Before switching to Live mail, you may want to try setting up your Outlook 2013 from scratch.

Sometimes this can help, since the old account may be messed up.

Also, it may be helpful to contact Live Support at the time you are connecting, so they can review the logs and see if you are communicating with the server.

If you have any further questions, feel free to post them below.

Thank you,
John-Paul
n/a Points
2014-10-15 10:35 pm
I followed the directions up to and including the Advanced tab and the window did not have an option called folder. The options were 1) Server Port Numbers, Server Time Out and Delivery. It almost made me believe that I am in the wrong area.
Staff
13,760 Points
2014-10-23 2:52 pm
Hello Sandman,

Thank you for contacting us. We are happy to help, but will need some additional information. Are you using Outlook 2013, or Office 365?

Thank you,
John-Paul
n/a Points
2014-10-23 4:00 am
I DO NOT HAVE THOSE UPDATES
NEITHER OF THE OTHER STEPS WORKS EITHER
Windows Live Mail shows the emails fine
Staff
13,760 Points
2014-10-23 2:55 pm
Hello Russ,

Thank you for contacting us. Sorry to hear about the trouble you are having. Have you tried setting up the email client from scratch, or possible reloading the software.

You may also want to contact Microsoft, since it is a paid commercial software.

Contacting our Live Support team at the time you are setting up/trying to connect email, and they can review the logs in real-time.

If you have any further questions, feel free to post them below.

Thank you,
John-Paul
n/a Points
2014-10-28 6:30 pm
First off, you need to let us know that changeing the root path could delete any folders you might want to be syncing. Second of all it didn't work.
Staff
21,637 Points
2014-10-29 10:58 am
Hello Angela,

Sorry to hear that you're having problems with email. Changing the root designation in your email client does NOT delete email off of the server. You can always see all of the email by using our free webmail clients.

If you're still having problems with email, please provide us more information on the account (URL/user name, and email address) and a more detailed description of the problem. Provide us this info and we would be happy to look into the issue further for you.

Regards,
Arnel C.
n/a Points
2014-10-29 10:12 am

Hey Guys

Not sure if this was addressed already but im having sporadic issues with emails not popluating in Outlook 2013(Office 2013) Its set up with IMAP, the emails will show up in my phone and on the google webmail but not in outlook

What i have checked:

neither of those two update listed, even tried on another machine setting up with outlook, boxed was already unchecked and still some emails didnt show up

1st pc was win7 2nd pc had win8.1(not sure if it makes a diff but will mention anyway)

Any help would be greatly appreciated

Staff
21,637 Points
2014-10-29 10:47 am
Hello Greg,

Sorry you're having problems with your email. The article above discusses the update and the Microsoft support articles (KB2837618 or KB2837643) that have been typically identified as the source of the problems. We have addressed any issues with Outlook problems, because they have been mainly a Microsoft issue. If you can provide us more information on your account or the email address where the problem is occurring, we would be happy to look further into the issue for you (if you are a customer of InMotion). Sporadic issues with email would be very difficult to troubleshoot without access to the logs or the email account where the problem is occurring.

Make sure that you have updated Outlook with their latest updates. If your problem persists, either provide us with more information so that we can look into your account, or, if you're not a customer with InMotion, speak with your ISP/Hosting provider support team to determine the cause of the issue.

Regards,
Arnel C.
n/a Points
2014-11-05 10:42 am

The disable the "Show only subscribed folders" option in Outlook solved my problem, thank you !!! <3

n/a Points
2014-11-06 1:00 pm
great, that's fixed it!
n/a Points
2014-11-11 3:00 am
I'm having problems between Outlook 2013 and linking to a gmail account. Google blocks the logon attempt.
n/a Points
2014-11-19 3:27 am

SOLVED GMAIL TO OUTLOOK ACCESS PROBLEM WITH THESE EASY STEPS

IMPORTANT: First log in to gmail in “standard view” and not basic “html view”.

1. Goto to this links

https://security.google.com/settings/security/activity

with your google account sign in and you will find devices and activity, under it click “it was me” or something like that I forgot.

2. Again goto to this links

https://www.google.com/settings/security/lesssecureapps

enable less secure app and save.

3. Finally goto

https://www.google.com/settings/security

disable 2-step verification and save.

4. To re-enable pop and imap once again in your gmail setting follow these steps.

  1. Open your browser and login to your Gmail account: http://mail.google.com/
  2. Make sure you are in Standard View, not HTML View as these settings are unavailable in HTML/Basic view
  3. Click the Gmail Settings icon Description: Gmail Settings at the top-right of the page
  4. Click the Settings menu item
  5. Click the Forwarding and POP/IMAP tab
  6. In the IMAP Access heading select the following options:

a)      Select: Enable IMAP

b)      Select: Auto-Expunge on – Immediately update the server. (default) (recommended)

c)      Select: Archive the message (default) (recommended)

d)      Select: Do not limit the number of messages in an IMAP folder (default) (recommended)

e)      Click Save Changes

G.     Disable antivirus ‘to be on safer side’.

 

H.     Try again in outlook as given below.

Configure Outlook to access Gmail via IMAP

1.                  Open Outlook and…

                                                        i.            For a new, never before setup Outlook 2007/2010/2013:

1.      The Microsoft Outlook 20xx Startup screen should now be open

2.      Click Next > then select Yes to the Would you like to configure an E-mail account? option, then click Next > again

                                                      ii.            For a previously setup Outlook 2007 (ie. you are adding an email account in addition to an existing one):

        1. Click the Tools menu, then click Account Settings
        2. Now select the E-mail tab and click the New…button
        3. You should now see the Choose E-mail Servicescreen
        4. Select the Microsoft Exchange, POP3, IMAP, or HTTP option and click Next >
      1. For a previously setup Outlook 2010 or 2013 (ie. you are adding an email account in addition to an existing one):
      1. Click the File tab, then click the Info menu item (left pane) then click the + Add Account button

2.                  The Auto Account Setup screen should now be in-view

3.                  Select the Manually configure server settings or additional server types option and click Next >

a)      For Outlook 2013, select the POP or IMAP option on the Choose service screen, then click Next >

b)      For Outlook 2007 and 2010, leave the Internet E-mail option selected and click Next >

4.                  Enter your details into the Internet E-mail Settings screen as follows:

a)      Your Name: [enter your name]

b)      Your E-mail: [enter your email address]

c)      For Account Type: option, choose IMAP

d)      For Incoming mail server: field, type imap.gmail.com

e)      For Outgoing mail server: field, type smtp.gmail.com

f)       User Name: [enter your full email address ie.yourname@gmail.com]

g)      Password: [enter your email password] & leave theRemember password box checked

h)      Leave Require logon using Secure Password Authentication (SPA) box un-checked (important!)

i)        Leave Test account settings by clicking the Next button box checked (recommended)

5.                  Click the More Settings… button, then select the Outgoing Server tab

6.                  Check the My outgoing server (SMTP) requires authentication box

7.                  Select the Use same settings as my incoming mail serveroption

8.                  Select the Advanced tab, then enter port details as follows:

a)      Incoming server (IMAP): 993

b)      Use the following type of encrypted connection: SSL(important!)

c)      Outgoing server (SMTP): 587

d)      Use the following type of encrypted connection:TSL

e)      Server Timeouts: 5 minutes

f)       Leave other settings at defaults unless you require otherwise

g)      Click OK to close the More Settings… window, then click Next > on the Internet E-mail Settings screen

9.                  Outlook will now attempt to logon to the incoming server, then send a test message to the outgoing server

10.              If Outlook is successful at both, you will see 2 green ticks, click the Close button on the Test Account Settings popup

11.              You should now see the Congratulations! screen, clickFinish and you’re all done

12.              If Outlook was unsuccessful (1 or 2 red cross) double-check your settings and if needed, go through this guide again

n/a Points
2014-11-20 11:04 am

Step 2, disable show only subscribed folders worked like a charm.  Thanks

n/a Points
2014-11-20 11:05 am
You cant improve it. It was informative, to the point and solved the issue. Thanks
n/a Points
2014-11-21 5:53 am

Hello - hope you can help. I'm using outlook 2013 with the very unfortunate windows 8!

my emails were creating havoc for my server (business that I run) where emails were not deleting and they were also duplicating on the system - i assume as I have both iphone and ipad set up with the email. My web guys who host the server suggested that I delete my imap account and set up another account as a pop account so the outlook became my primary. I did this yesterday after backing up my files.

Outlook has uploaded all of the emails but I cant see any of the emails either in my inbox or sent box although stragely I can see the emails in my other inbox sub folders.

 

this is SO frustrating - also my outlook has trouble searching for anything and takes ages to sync which I suspect is to do with windows 8 updates however I'm not hugely tech savvy and trying to run a business without my operating system working properly is so inconvenient.

i hope someone canh elp with these two issues.

 

thanks

  

Staff
2,264 Points
2014-11-21 9:46 am
Hello Andrea,

For this issue it will be best for your web guys to check the actual files and the logs regarding your email account as it seems like something is missing. I would suggest making sure your server side is correct prior to working on the client side.

Kindest Regards,
TJ Edens
n/a Points
2014-11-22 10:15 pm
I am soooooo happy with this FIX! It worked like a charm. I just bought a new Surface Pro 3 and the incoming email was DOA. Outlook loaded like a charm and synchronization said all was well. BUT not incoming mail. Selected the second solution about "uncheck the box that says when displaying the hierarchy ...." Selected "apply" then "okay" and then ALL my emails started appearing in the inbox like MAGIC! I was a little skeptical since this was a post from 2013 but it is still a fix in Nov. 2014
n/a Points
2014-11-23 8:31 am

The mentioned updates are not in my update list and i did al other recomendations.

But my Outlook 213 IMAP Inbox only shows 9 mails instead of the +/- 100.

Looks that the synchronization only works partly.

This problem is now happening for almost a year and it drives me crazy.

Is there nobody at Microsoft who can fic this issue as the whole internet is full of this problem.

Hopfully somebody has any idea.

 

n/a Points
2014-11-25 2:45 pm
UGH - I followd the directions to change the root folder path to INBOX. It did NOT resolve the problem of forcing my outlook to synch. Now ALL my subfolders under Inbox have disappeared. I cannot find any way to make them appear. I know they exist because I can search for topics and see the emails in them. but I cannot VIEW the subfolders hierchy as I did before!
Staff
13,760 Points
2014-11-28 5:23 pm
Hello annie,

Sorry to hear about the email trouble you are having. The INBOX setting is specific to our servers, and may differ based on who is hosting your email.

Most likely, you will have to change the setting back to the original folder name for the files to return.

I hope this helps,
John-Paul
n/a Points
2014-12-17 2:50 pm

I had the same issue, changing the root to INBOX hid all my folders.  Changing it back to no folder specified brought my folders back, but the many of the email messages are missing and the folders will not sync, still. 

 

Is there any way to return the messages to the folders? This is for my work email server (not my gmail). The messages are there on my server (if I check the web mail client) but they won't show in Outlook. 

Staff
21,637 Points
2014-12-17 5:47 pm
Hello K. McCready,

Sorry for the problems with Outlook's synchronization. This article was originally detailing the fix for functionality issues with Outlook 2013 and Office 365 AFTER the Microsoft update. In researching the issue, the current answer from Microsoft is to start a ticket with their support so that they can investigate the issue and determine why your installation is not synchronizing properly. Microsoft may also have a fix for this issue, as it is definitely related to their software client. As it does appear that you have tried the steps in this article, your next step may be to contact Microsoft to follow up on the issue with their support group.

You can manually forward your emails and then re-organize them into the folders, but this will not provide you a solution for why the synchronization is not working.

Our apologies, as the program is third-party the synchronization may require further attention from Microsoft in order to obtain a fix. If you have not tried it yet, I would also recommend trying to delete the client from your current installation and then re-installing it to see if it doesn't fix the problem. Make sure that you make a backup before deleting content you deem is important.

I hope this helps to answer your question, please let us know if you require any further assistance.

Arnel C.
n/a Points
2014-11-28 4:49 pm

My problem started 11/21. Didn't get E- mail that day. Next time I opened Outlook I happened to click onTRASH folder and back to Inbox. My mail downloaded ! This how I am now getting my mail. Also the inbox count does not match the number of Emails.

Will the fixes you list fix this? By the way I have Windows8.1 and Outlook 2013.

Staff
13,760 Points
2014-11-28 5:13 pm
Hello Roger,

Thank you for contacting us. I'm not sure of your specific email configuration, since I couldn't find an account associated with the information you provided.

But, I found a post in the official Microsoft forums, where they suggest using the built in Repair tool to fix the problem with your "Inbox Count." It is possible this will fix both issues, since it should "repair " the account.

Let us know is know if this helps correct your email issues. If you have any further questions, feel free to post them below.

Thank you,
John-Paul
n/a Points
2014-12-01 10:12 pm

My wife's Outlook 365 has lost all but five of her folders, (IMAP Gmail sync), and appears to have lost most if not all email dating to before 8/29/14. When I go to her webmail account at Gmail it reflects the same folders. 

Staff
11,156 Points
2014-12-02 9:23 am
To clarify, are the folders missing in Gmail or are they present?
n/a Points
2014-12-25 10:05 pm
my out look 356 I can send e mail but cannot received idont know how to setup
Staff
24,272 Points
2014-12-29 10:28 am
Hello Ravindra,

Please check our article on sending email but not receiving. This may be able to help you with your situation.

Kindest Regards,
Scott M
n/a Points
2014-12-29 3:45 am

I've read all the answers but i couldnt find anyone having problems with android. IMAP synchronisation was working perfect on my phone untill i installed Outlook 2013 to my computer! The PUSH mail stopped working. Every time i need to manual retrieve emails... What could be the issue?

Staff
24,272 Points
2014-12-29 10:25 am
Hello Vytas,

The way your phone connects to the server should have nothing to do with the way Outlook connects to the server. The only time this could be an issue would be if you had one of them set up as POP3 instead of IMAP. In that case the POP3 would pull emails off the server and the IMAP devices would no longer see them.

Are you getting any error messages? If so, please include the entire message text so we can review your issue for any problems.

Kindest Regards,
Scott M
n/a Points
2014-12-29 10:23 am

Hi, I have the problem with my Android phone, when I installed Outlook 2013 and fixed the menioned problem with INBOX my phone stopped syncying my emails? Push doesnt work anymore... if i do it manually it works fine, what could be the solution?

 

Staff
24,272 Points
2014-12-29 10:31 am
Hello Vytautas,

There should be no direct conflict between the Outlook and the Android. They do not know each other exists as they both simply connect to the server. Please reply with any error messages you are getting on your Android.

Kindest Regards,
Scott M
n/a Points
2015-01-08 12:48 pm

Hi, now i have another problem, i have fixed everything with that INBOX. But now i saw another problem. In outlook i have many folders for emails, so I put today ten emails to folder X. And lately i went into it and saw only 8 emails. I thought maybe I deleted them, but then i went to my Mailbox online and i found 10 emails in that folder!!! So where they dissapeared in Outlook? :/ (Change recent views doesn't help).

Staff
2,264 Points
2015-01-08 4:17 pm
Hello Vytautas,

If you are using IMAP then the emails should be in plain view. Are you sure there are no search filters in preventing you from seeing all of the emails?

Kindest Regards,
TJ Edens
2015-01-08 4:44 pm
Why here is PLAIN VIEW??? I cant connect it? As all other email in Outlook is shown ok...
But what I did, I opened my mailbox on browser, and i moved those two emails to inbox and in seconds it reappeared in my outlook INBOX! Then I moved them to the same folder in Outlook and vualia I can see them! So I did nothing. I didnt change anything... How can I avoid such situations??? Because now i saw that two emails gone, but in future i might not see that :( And i will think that i lost them...
Staff
21,637 Points
2015-01-08 6:14 pm
Hello Vytautas,

Sorry to hear you're having problems with Outlook.

There may also be a setting in the Microsoft Outlook that you have missed. If you have created any rules or filters that move email, then the Outlook email program does this. This was the point of TJ's question above ("did you have any filters?") . Make sure to look closely at your Outlook client settings. If you're seeing a discrepancy in what the Android email client sees and compare it to the online webmail client (Horde, SquirrelMail, or Roundcube), then there is either a filter that is causing this to happen in Outlook or simply a missing synchronization rule. The IMAP protocol allows you to have multiple folders, but you must subscribe to the folders on the server in order to have the emails appear in Outlook as they are on the server.

I hope this helps to answer your question. I do understand that this can be a confusing subject. There are many settings that are in Microsoft Outlook, if they are set correctly, then behavior in the email client may appear odd. If you require further assistance, please indicate your Outlook client settings and indicate if there are any filters. Please let us know if you have any further questions or comments.


Regards,
Arnel C.
2015-01-08 7:37 pm
No, the problem wasnt in that situation! The problem was that I could see those emails Online but not in my Outlook. And now I see it happens again.
And there is no filters. How do I know it? :) Because when I move one email from Online Browser to Inbox it appears on my Outlook inbox. Then I move it to the same folder in Outlook and now I can see it! And also i see it online... Why is this happening?
Here are print screens:
https://www.dropbox.com/sh/otojaaztvot8v5h/AADkbtfyVD5nhOdjOH8k9aHha?dl=0
2015-01-13 7:55 am
Hi, I have again the same problem.
I have created new Folder and moved 4 messages from Inbox (no categories nothing was created on them), and later then I open that Folder I see only two messages!!!
Then I go to the Browser to check the email online and I see all 4 messages in that new Folder...
Why is it so happening? :(
Staff
11,156 Points
2015-01-13 11:34 am
It sounds like your Outlook client may be filtering the email that is displayed. Unfortunately, there's no way that I can look directly at your configuration so your best options would be to either look very carefully at your Outlook configuration, or remove the mail account from Outlook, and re-create it to ensure all settings are set up correctly.
n/a Points
2015-01-08 8:11 pm

I am using Comcast and am attempting to sync to Outlook 2013 on a Windows 8.1 machine. Currently, I sync Live Mail to Comcast, so I know there is no problem with that. However, after setting up my Outlook as specified on the Comcast support website found here http://customer.comcast.com/help-and-support/internet/configure-outlook-2013-email/ the first part of the test is successful, but the test times out and never completes the second part of the test. Please advise...

Staff
13,760 Points
2015-01-09 1:28 pm
Hello Jeff,

Thank you for your question about setting up email with Comcast. We are happy to help, but will need some additional information.

Can you proceed to the next step without completing the second test? I have seen the second test fail many times, but still transmit email successfully.

If you can, try to send a test email to an outside address, and see if it is delivered.

Otherwise, you may have to contact your email host, to see if there is a known issue, or error on the server logs.

Thank you,
John-Paul
n/a Points
2015-01-11 8:29 pm

Not sure why but I too suddenly have sync issues with Comcast and for the life of me I can't figure what the issue is.  It's seems pretty definite that it's an IMAP issue.  It won't sync but when I hit the IMAP folders Outlook stops responding.  Everything was fine until the other day.

Staff
21,637 Points
2015-01-12 11:28 am
Hello Mark,

Sorry for the problems with Outlook. If you're having synchronization issues, then this has to do with either your settings or something that has changed with your mail host (or ISP). You will need to first double-check your settings and then contact your mail host and determine why Outlook is unable to connect. Since we are not your email host, we unfortunately cannot troubleshoot the specific connection issue.

Kindest regards,
Arnel C.
n/a Points
2015-01-13 4:42 pm

Thanks Arn.  I'll backcheck my other laptop as it is the same as the first one I'm having issues on.  It was set up the same but the moment I tried to add a PST and then add a rule to have it move the mail through from Comcast to the PST it broke.  Comcast says it has nothing to do with them.

n/a Points
2015-01-12 9:49 pm

I have to go from IMAP to a POP3 account per my email provider and I created a POP3 account and imported my Inbox and subfolders.  They are all there however, even though some of my subfolders show unread emails, each subfolder is empty!  Have successfully imported my contacts, calendar and tasks.  Can someone help me with this?  My email provider is saying I'm SOL for email within my subfolders as that is an Outlook 2013 issue.  Please help!  I have to turf my IMAP account tomorrow and don't know what to do.

Staff
11,156 Points
2015-01-13 11:28 am
Due to the limitations of POP3, the client will not download messages from folders and only supports the main inbox. To get the messages that were in IMAP folders, you will need to move from from those subfolders, to your main inbox.
n/a Points
2015-01-13 1:40 pm

I did what you suggested JeffMA, I moved all of the email in my subfolders back into my inbox in IMAP.  I exported my inbox from IMAP and imported it into my POP3 account.  Now the email are all in my POP3 inbox, I've tried to move them back into the subfolders and they are not going back?  I can't see any emails in the subfolders even though I have moved them?

Staff
11,156 Points
2015-01-13 1:46 pm
To move those messages into folders, you would need to re-create the folders Outlook under the POP account, and then move the messages there. The existing IMAP folders will not work as POP requires the individual folders to be locally on your machine.
n/a Points
2015-01-13 3:37 pm

What a mess, but Jeff it worked, long and tedious but hot damn, it worked.  Thank you so much!

n/a Points
2015-01-15 12:15 pm

Hi,

We're having an issue with Outlook. We can receive email unless I send an email first.  

Help!

Thanks,

Paige

Staff
13,760 Points
2015-01-15 12:29 pm
Hello Paige,

Thank you for your Outlook question. Did you mean you "can't" receive email, unless you send one first?

We are happy to help, but will need some additional information.

What happens when someone tries to send you an email? Does it return/bounce back?

Are you seeing any errors?

Thank you,
John-Paul
n/a Points
2015-01-15 12:44 pm

Hi John-Paul,

When I open Outlook, it shows the "send/receive" in the status bar, but doesn't receive any email, and there are no error messages. When it first did this, I emailed my Yahoo mail to see if it would send email, and it did. It also received all the regular email as usual when I open my Outlook in the morning. After that, it receives emails throughout the day as usual.  Now, to get it to receive that firat batch of email of the day (I keep my Oulook open all day) I always have to send and email first.

Also,and I don't know if this has anything to do with this issue, it deleted a folder I had the other day.

Any ideas?

Thanks,

Paige 

Staff
13,760 Points
2015-01-15 2:29 pm
Hello Paige,

Thank you for your question about receiving email. We are happy to help, but will need some additional information.

Have you tried just restarting Outlook in the morning? It is possible the connection is just going idle from running so long, and stops updating. I have seen this type of issue occur when a computer goes to sleep, or the screen saver cuts on.

What is your send/receive interval set to? This setting may be affecting the updates as well.

Also, it may be a good option to contact Live Support in the morning, so they can review the email logs in real-time for issues.

If you have any further questions, feel free to post them below.

Thank you,
John-Paul
n/a Points
2015-01-15 9:25 pm

Hi John-Paul,

I checked the send/receive interval and it's set for 30 minutes.

Also, I've started regularly putting my laptop into sleep when I got out so that it will turn off (it was staying on) but I keep Outlook minimized while it's in sleep. Could that cause this issue?

Thanks,

Paige

Staff
13,760 Points
2015-01-15 10:17 pm
Hello Paige,

Thank you for more information. I think the laptop going to sleep could be causing the issue.

As a test, set it to not go to sleep, and see if you have the same issue in the morning.

If you have any further questions, feel free to post them below.

Thank you,
John-Paul
n/a Points
2015-01-16 11:36 am

Hi John-Paul,

I set it not to sleep and Outlook still did the same thing when I launched it this morning. I had to send email to get it to receive email.

Thanks,

Paige

Staff
21,637 Points
2015-01-16 3:46 pm
Hello Paige,

Sorry for the Outlook problems, but the issue is related to your computer and the email client behavior (possibly settings). Are you InMotion Hosting customer? If so, if you can provide us information about your account, then we can look at the log files to look specifically when your computer connects or doesn't connect. Also, what Version of Outlook are you using? We can't tell, and they are not all the same. It's possible that a scheduling option has been accidentally set that is causing the issue (per Outlook 2010 Microsoft support forum). Or it could another option. If you can provide some more specific information, then we can investigate the issue for you. If you are not an InMotion customer, then you may need to contact your current email host or Microsoft technical support for further assistance.

Apologies that we cannot provide a direct answer as this is not a common issue and we do need some further information in order to properly investigate the issue.

Kindest regards,
Arnel C.
n/a Points
2015-01-19 8:31 pm

Hi Arnel,

 

I talked to our service provider today about the email issue and they said they've been having issues with their server and are still working on it. They suggested I use WebMail in the meantime.

They had no idea about the disappearing folder. They said that sounds like a Windows issue.

 

Thanks,

Paige 

n/a Points
2015-01-19 6:38 pm

I have started having problems with outlook not synching. I can open and respond to emails, then I come back and they show up as unopened. Also some new messages I am sending are showing up as "unread" in sent folder.

This is only since maybe Thursday or Friday last week. I haven't been near my Outlook or GoDaddy set ups since. I also get the email on my iphone, it is affected by them changing status also.

 

Suggestions?

Staff
24,272 Points
2015-01-19 6:44 pm
Hello Ian,

Do you experience the resetting of the read mails when only using the Outlook? Or does the behavior also occur when using webmail or the iphone exclusively? We need to rule out the others to point directly at Outlook. Do any of the above suggestions help? Are you getting current emails and just have the issues with the flagging of read email?

Kindest Regards,
Scott M
n/a Points
2015-01-20 5:46 am

Hello  to Everyone,

Last year I upgraded my Office Home And Business 2010 to Office 365 all was properly migrated even my Mobileme account in IMAP setting. The problem Is my IMAP mobileme account  whenever I tried to open a pdf Attachment it wont open and there is this message "There was an error opening this document , the file is damaged and could not be repaired " Im in Windows 7 Pro using Adobe reader XI 10.0.10 Bitdefender Antivirus. Please help me I will try the update uninstall and uncheck subscribe folder and post again in the morning. 

Thank You Very Much Guys and Goodluck to Me =)

Cheers! 

Staff
11,156 Points
2015-01-20 9:21 am
Unfortunately, we do not have much information regarding 2rd party services. You may want to contact their support for further information.
n/a Points
2015-01-21 4:20 pm
I am still not receiving my current mail to this in box in Outlook.
Staff
24,272 Points
2015-01-23 10:47 am
Hello Jonathan,

Have you ruled out Outlook by testing with wemail? How about using another client such as Thunderbird? You do not have to switch, but use them to either prove or rule out that Outlook is the one with the problem.

Kindest Regards,
Scott M
n/a Points
2015-01-23 12:33 pm

I'm attempting to synch outlook but it fails with errors. Have typed INBOX as advised - that allowed sent items to appear. When trying to uncheck subfolders etc. I click on IMAP folders but receive message Outlook not responding.

Staff
24,272 Points
2015-01-23 12:55 pm
Hello Geoff,

In researching the issue, if you are sure you have manually set the IMAP root path within Outlook, the next suggestion is to delete and recreate the IMAP account.

Kindest Regards,
Scott M
2015-01-23 4:04 pm
I am having the same problems but can't find the updates that you mentioned. I have Office 365 and have lost all of the folders in outlook. Are these backed up somewhere because it is Office 365? How can I find them and reinstall? thanks
Staff
21,637 Points
2015-01-23 4:54 pm
Hello Kay101,

Sorry that you're having problems with your email. If you are a customer of InMotion, then typically email files should be on the server and there may be the availability of backups depending on your account. Unfortunately, backups are not automatically part of the Office 365 software. Therefore, you won't have backups unless you have setup some type of backup service. Make sure to check your TRASH folder in case you accidentally deleted them. Also, check any existing folders and make sure that they didn't get accidentally moved. You may also want to check any alternate way to access your email - such as through webmail. If you see your email in a webmail client, then you may not have lost your folders as you fear.

If you continue to have problems, then you may need to contact Microsoft or your email host for further assistance. If you are an InMotion client, then please provide more information about your hosting account for us to investigate the issue in more depth. You can also contact our live technical support team available 24/7 via phone/chat/email (contact information is below). Microsoft provides a website that may also help. Check it out here.

I hope this helps to answer your question, please let us know if you have any further questions or comments.

Kindest regards,
Arnel C.
2015-01-23 5:10 pm
All my emails I send and receive disappear from outlook 2013 which is on my Desktop - Is it possible that my Lap Top which has Office 2010, IPod and Smart phone which all have the same email address are playing some part in this - By the way my Lap-Top with Outlook 2010 works great
Staff
24,272 Points
2015-01-23 5:22 pm
Hello ECM,

Do you by chance have one of those devices connecting to the email address using POP3 protocol? If so, that device can pull the email from the server and no other device will see it.

Kindest Regards,
Scott M
2015-01-23 5:27 pm
Hi Scott
I have a funny feeling my Lap Top is using POP3 but will have to check - If so does that mean there is nothing I can do with Outlook 2013 to get it to keep sent and received emails
2015-01-23 6:23 pm
Hi Scott
Checked my Lap Top and it is POP3 - So could be I have to rely on my Lap Top to send, receive and save emails
n/a Points
2015-01-27 12:48 am

Hey! I am having the same problem, but not sure exactly how to fix it.I used to be on a server with my email, and had in Outlook 2013 created folders that I moved emails into from the Inbox.I then changed my server but kept the same email address to an IMAP server. I created a new account in my Outlook 2013 to match the new server details, I then dragged and dropped all folders from the old account into the new Inbox.

After this I removed my original account from Account Settings in Outlook. This account still shows though in the Outlook mail and every time I send/receive Outlook is synchronising subscribed folders and I keep having 30+ errors in the sync issues folder.What can I do?

Staff
11,156 Points
2015-01-27 9:57 am
It sounds like the old account has not been fully removed. Be sure to completely remove the account in Outlook.
n/a Points
2015-01-27 3:43 pm

Hello Jeff.

Thank you for your swift response, however the account is completely removed. I used to have the following accounts:email@email.com and email@email.com(1).I removed email@email.com, and after that renamed email@email.com(1) to email@email.com, if this makes sense?So in my accounts I only have the new one, however when I open Outlook it stil shows 2 accounts, both named email@email.com. No emails are received in the second account and all sync issues appear in the first account.Not sure how to explain this in a better way.

Staff
11,156 Points
2015-01-27 3:59 pm
It sounds like a setting is still stuck somewhere. If you're confident that the old email account was fully removed, you may have deeper issues inside Outlook. You may need to either contact Microsoft, or reinstall Outlook.
n/a Points
2015-01-27 10:20 pm
FYI ... the third item "Changing the root folder path" worked for me. Early days, but thank you!
2015-01-28 8:02 am
I have just recently installed Outlook 2013 on my Desktop and my Lap Top has Outlook 2010 - Both have the same email address but the Account Type on Outlook 2013 is IMAP and the Account Type on Outlook 2010 is POP3 - The problem is Outlook 2013 does not retain emails (I receive them but they remain in the folder) and Outlook 2010 works fine
I note there are numerous problems with email retention on 2013 but could my problem be related to IMAP & POP3 and if so how do I resolve it

Sorry should have said the emails DO NOT remain in the folder
Staff
21,637 Points
2015-01-28 10:27 am
Hello Ecm,

Thanks for the question. If you are using two different email clients connected to the same email account and one uses POP3 while the other uses IMAP, then yes you will have a problem with retaining some of your emails. The POP3 client works by downloading emails into the INBOX folder. Depending on the configuration, the emails may actually be downloading TO your computer and off of the server. So, if you have your POP3 email client doing that, then there would be no emails retained that IMAP client could actually see. I would recommend changing your POP3 client over to IMAP, then it will not be a problem as the emails are retained on the server.

I hope this helps to answer your question, please let us know if you require any further assistance.
2015-01-28 11:47 am
OK Arn
I have deleted my 2010 POP3 email account on my Lap Top and set up the same email in IMAP - Now my Lap Top and Desk Top have the same email account type so all I have to do is see if my Desk Top 2013 Outlook retains a copy of my emails - I looked at both sets of setting and although there is a slight difference between 2013 & 2010 I am pretty sure both setting are near as can be
n/a Points
2015-01-28 12:15 pm

Hi there- i am having issues with new emails coming into my inbox. i just downloaded microsoft 365 on a new computer and my outlook isnt updating. the last email that came through was Monday morning. i am able to send emails. When i run a test email it completes and comes through outlook on my other computer but not current one. When i try to repair a message comes through about encryption error.

please advise. my email host is go daddy

Staff
21,637 Points
2015-01-28 12:24 pm
Hello Michelle,

Sorry for the problems with receiving email. Generally, when these kind of problems occur it is a settings issue. You would need to make sure that you are using incoming server settings that apply to your account and work with your ISP (internet service provider). Check out our article on troubleshooting receiving email. It will take you through some steps that should help you pinpoint the problem that you're having. I hope this helps to answer your question, please let us know if you require any further assistance.

Kindest regards,
Arnel C.
n/a Points
2015-01-28 12:27 pm

Not sure if this will help anyone but after a few weeks of dealing with this and trying all the fixes it turns out to be a problem with AVP for me.  I turned off AVP Add-on and everything works.  I feel kinda stupid should have realized that weeks ago, but just happy it is fixed now.

n/a Points
2015-01-29 1:11 am

Spent hour and half on remote access with Microsoft Tech Support who finally gave up and referred me to Level 2 Technician who is supposed to call me within 24 hours. Then logged in to Inmotion, searched Office 365, unclicked Folder Hierachy as suggested and problem solved in under five minutes. Go to love it.

n/a Points
2015-01-30 2:45 pm
It's awesome! I couldn't figure out what was wrong lately but Outlook 13 was hanging up constantly and this explains it. I'll try uninstalling the recent updates first and if that doesn't fix the problem I'll disable the show only subscribed folders option in Outlook and if that doesn't work, I'll change the root folder path. I like that you offered multiple solutions and explained them clearly and succinctly. Huge contribution. I can't develop the fixes but I follow the directions well and experience a sense of accomplishment when the fix works.
n/a Points
2015-02-01 3:45 am
Warning you might lose your emails!!!!
n/a Points
2015-02-01 7:35 am
Little improvement needed. Perhaps update with expected fix date from Microsoft (if known) or link to MS bug report.
n/a Points
2015-02-01 1:17 pm

I don't know if this will work for everyone but I went into the Start Menu and typed ''outlook/safe" then clicked the appropriate line.  The app appeared on the top left of screen.  Right-clicked on that icon . At the bottom of the Screen, clicked on  "Open File Location" then Clicked on the Outlook Icon and saved to the Task Bar, from there on I no longer got the  "......has stopped working" nuisance.

n/a Points
2015-02-01 9:45 pm
I think there was the last download that causes very very slow download It went from 3 minutes to over 15 minutes download
n/a Points
2015-02-04 3:09 am

I created rule in my outlook 365 for all my incoming and outgoing email to that concern people or companies folders and everything was working fine, but now  all my email came in single folder and i checked that folder rule and it's fine. i don't understand how and where it's having problem. kindly help..

Staff
21,637 Points
2015-02-04 2:13 pm
Hello Nishant,

Typically, the only way that email is showing up in a single folder (the INBOX) is when the protocol for the email account is set to POP3. If you are set to use IMAP, then your email will be able to use multiple folder structures. Check to make sure that your email account is set to IMAP and then it will be able to use multiple folders. For further information, please see How email works in general.

I hope this helps to answer your question, please let us know if you require any further assistance.

Regards,
Arnel C.
n/a Points
2015-02-15 4:25 pm
The article is OK I cannot solve my Outlook issues however. I cannot send or receive email. This started quite suddenly, and I cannot fix the problem.
Staff
24,272 Points
2015-02-16 11:43 am
Hello Kathe,

This article was written for a specific issue and not as general troubleshooting. If you are having issues sending and receiving emails, then you will want to start by evaluating your email settings within the client.

Kindest Regards,
Scott M
n/a Points
2015-02-16 5:37 pm

Outlook 2013 won't sync unless closed and then restarted. I am using Win 8.1 with Comcast IMAP. Outlook 2013 IMAP has been a nightmare. After various glitches, doing complete uninstalls of Office, including registry settings, etc., then reinstalling, etc. the darn thing "almost" works. Latest and greatest problem: Sync'ing won't work unless Outlook is exited and then restarted. I can see new messages on my phone, but they don't appear in Outlook's Inbox. I've set the root folder of the account to INBOX, but still doesn't work properly. "sometimes" during the day, I can switch to another account folder and then the inbox will sync. Typically not, though.

Also, after adding INBOX as the roof folder for the account, Outlook no longer displays all of the subfolders under the inbox, nor any of it's own required folders such as "Sent" or "Drafts." I now only see Inbox, Outbox, and Search Folders. The folders DO exist and I can see them on my phone or by going directly to the server, but Outlook has, once again, trashed itself. I will likely need to delete the profile and recreate the blasted thing again.

Outlook's handling of IMAP is absolutely frustrating.

n/a Points
2015-02-17 12:00 am
not sure! I tried the capitolization trick of INBOX in the folder. That did it. Thanks!!
n/a Points
2015-02-19 4:44 pm

I just had an upgrade done on my pc with windows 8.1 and I have outlook 2013.

I have been having issues with a constant pop up saying IMAP wants to alert you: you cannot delete a system folder.. I dont even know what folder it is trying to delete..

 

I have been back and forth with microsoft (paying for support) for 3 days now and still no resolution. Can someone help???

Staff
2,264 Points
2015-02-20 3:00 pm
Hello Misty,

I am aware that there are a lot of bugs with windows 8.1 at this time and this may be one of them. I would suggest removing your IMAP account from the client and re-add it back. This should default its settings.

Best Regards,
TJ Edens
2015-02-20 12:47 pm
Need Help Please - I have a Laptop with Outlook 2010 and Desktop with Outlook 2013 - 2 email accounts, one gmail and the other hotmail - I have them set up on both computers but for some reason I end up with a set of folders i.e. Inbox, Drafts, and Sent etc under my name but does not accept emails it just has the Outlook Data file (Contacts etc) then another set under the Hotmail account, then another under the gmail account with a further one tagged on to the gmail saying (Google Mail) which collects everything - So what I would like to know is how do I get rid of the Google Mail and the one with my Name on it and just have the Two Accounts showing GMAIL & HOTMAIL
Thank you
Staff
2,264 Points
2015-02-20 3:03 pm
Hello Ecm,

You would just need to go into your account settings and there will be a list of the accounts at the bottom. Select the one you would like to delete and click the delete option. If it is folders you would like to remove, then just select the folder and hit delete on your keyboard. It will sync with the server and be removed from your view.

Best Regards,
TJ Edens
n/a Points
2015-02-25 9:07 am

I've just set up a few accounts on the Outlook Desktop 2003 (11.5608.5606). The ones set up with our company domain are working (all IMAP) whereas there are 2x hotmail domain (live.co.uk & outlook.com) that have been set up using "Outlook Connector" which are not working.

The 2nd issue is that the emails are only showing in the individial "Inboxes" of subsequent maiboxes and the only way to access them is by using the individual dropdowns of the mailboxes and then selecting INBOX.  My understanding is that they should appear on the mailbox name without having to follow Dropdown>Inbox.  They're not appearing in the Outlook Inbox either.

 

I've followed the steps mentioned above and can confirm that my windows did not have those 2x updates and that I've set the route path to INBOX and have unchecked subscribed folders.

 

Help!

Staff
21,637 Points
2015-02-26 9:29 am
Hello Zubair,

Sorry to hear that you are having problems with Outlook email. We can try to help you with those issues, but we would need more information. You may be better off speaking with a Microsoft Support representative if you are having client-specific issues. If you are having setup issues where the account is not connecting, then you should be double-checking the IMAP settings that are used to connect to the mail server. Are you using an Exchange server? Or are you trying to connect to an email server that InMotion hosts? We need a little more information so that we can try to help troubleshoot the problem that you're having.

Regards,
Arnel C.
n/a Points
2015-03-21 8:41 pm

I couldn't solve this problem until I changed from an "imap" setting to the "pop" setting with charter.net. I don't know what problems using the "pop" setting causes, but I'm getting my emails for the first time in 2 weeks so I'm happy.

n/a Points
2015-03-27 12:32 pm

After trying for 3 Weeks (!!) and checking all advice i could find I decided Outlook 2013 just does not cooperate with IMAP. Most of the time it hangs. I uninstalled it, keeping the rest of the office suite and installing just Outlook from the 2010 version. Believe it: that works. I like the icon better anyway.

Some of the VBA changes are also very stupid, like not being able to compare 2 variants on equality when the current type is e.g. a MAPIitem. 

 

 

n/a Points
2015-03-31 10:14 am

Sync was not working for a couple of months and i did not realise until i went traveling and found that from my laptop ihad e.g. 10 folders and when i looked on my I pad i only had 4 folders but i had already sorted a resolution for Syncing and by the time this had finished found that it synced was was on the server to my laptop and ipad but had removed from my laptop the folders i had created in the last couple of months. q. how can i get these back?

 

Staff
2,264 Points
2015-03-31 12:32 pm
Hello Chris,

Have you tried checking the webmail client to see if your folders are there? If so then you would just need to re-subscribe to them. If not then you would need to re-create them.

Best Regards,
TJ Edens

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