Outlook for Windows

Below are some commonly reported problems with Outlook for Windows. Click on the links provided below for more detailed information including any available work around.

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Meetings and Emails Appear with Incorrect Time

    Meetings and emails are appearing with incorrect times. It has been determined that the cause of this problem is having the Time Zone set incorrectly in the Outlook Web App (OWA). To correct this issue, please do the following:

    • Sign in to OWA, click the gear icon (at the top right corner), then click Options.
    • In the left navigation pane, click General, then click Region and time zone.
    • In the Current time zone box, click the arrow, and then click the correct time zone setting for your region. (For those of us at Mason on the East Coast this is (UTC - 05:00) Eastern Time (US & Canada)
    • Click Save.

Email: Multiple Synchronization Log Emails in Unread Mail Folder

    This issue occurs if either of the following conditions is true:

    1. The item that is being deleted no longer exists on your Exchange mailbox, or the item was already deleted from the mailbox.
    2. The Exchange server cannot delete the requested item.

    You are seeing these emails because the Unread Mail folder also shows you emails from a system folder that is hidden from the left side of Outlook. Below are steps to remove the system folder emails from showing up in Unread Mail.

    • Open Outlook
    • Go to "Search Folders" on the left column.
    • Right click on the Unread Mail folder and choose Customize This Search Folder....
    • Click on Browse.
    • Unselect the checkbox for your Mailbox (the top level mailbox folder).
    • Manually check all the folders you would like to see unread mail from.
    • Press OK.

Email: Printing Email Messages

    The quick print option is not available by default in the Quick Menu. You can add the option for a quick way to print. 

Email: Turning Off Conversation Mode

    Your email messages can be viewed in conversation mode (all the related messages would be organized together) or through the classic view where they are organized in the order they were received. Here are instructions on how to turn off conversation mode. 

    From the View tab de-select the "Show as Conversations" option.

Email: Recovering Deleted Items

     By default, when an item is deleted, it is placed in the Deleted Items folder. Items remain in the Deleted Items folder for 30 days by default. If you need to recover an item deleted more than 30 days ago or if you emptied your Deleted Items, messages are recoverable for an additional 14 days. 

    • Click on the Folder tab on the toolbar at the top.
    • Click Recover Deleted Items in the Clean Up group.
    • The Recover Deleted Items window will display a list of recoverable items.
    • Select the items you would like to recover and click Recover Selected Items (Envelope shaped icon).
    • The items will be restored to the folder they were deleted from.

Email: Messages Getting Caught in Junk Email (Outlook 2010)

    You should check your Junk Email folder periodically to ensure that you are not missing valid messages. While reviewing your Junk Email folder, if you find a messages that shouldn't have been marked as junk, you can correct it in few different ways.

    Right-click the message. Hover over Junk

    Then select one of the following options:

    • Never Block Sender - future messages from this address will not be marked as Junk
    • Never Block Sender's Domain - future messages from this domain (for example "@gmail.com") will not be marked as Junk
    • Never Block this Group or Mailing List
    • Not Junk - A dialog box will open, telling you that the message will be moved to your Inbox, and giving you the option of always trusting the sender (which is the equivalent of Never Block Sender, described above) and/or trusting all messages sent to your address.

    Along the same lines, if you find a junk message that wound up in your Inbox or any other folder, you can simply delete it, or treat all future messages from the sender as junk.

    • Right-click the message.
    • From the menu that appears, hover over Junk, then select Block Sender.

Email: Valid Email Addresses Being Returned as Undeliverable

    Sending an email to someone using the Outlook Auto-Complete List may be returned as undeliverable. A work around is to remove the address that is being reported as invalid from the Auto-Complete List. You should then be able to re-address your email and send as normal. Below are directions on removing the address from Outlook 2010.

    How to remove an address from the Auto-Complete List:

    • Open a new email and begin typing the email address in the 'To' field.
    • Use the up and down arrow keys to select the address to be removed. When the address to be removed is highlighted, press the Delete key on the keyboard.

Email: Error When Creating Inbox Rules

    When creating inbox rules you may get the error "One or more rules cannot be uploaded to Microsoft Exchange and have been deactivated. This could be because some of the parameters are not supported, or there is insufficient space to store all of your rules." There is an inbox rule limit of 64kb set on on the mailbox. Try combining multiple rules together into one to take up less space.

Meetings and Emails Appear with Incorrect Time

    Meetings and emails are appearing with incorrect times. It has been determined that the cause of this problem is having the Time Zone set incorrectly in the Outlook Web App (OWA). To correct this issue, please do the following:

    • Sign in to OWA, click the gear icon (at the top right corner), then click Options.
    • In the left navigation pane, click General, then click Region and time zone.
    • In the Current time zone box, click the arrow, and then click the correct time zone setting for your region. (For those of us at Mason on the East Coast this is (UTC - 05:00) Eastern Time (US & Canada)
    • Click Save. 

Email: Multiple Synchronization Log Emails in Unread Mail Folder

    This issue occurs if either of the following conditions is true:

    • The item that is being deleted no longer exists on your Exchange mailbox, or the item was already deleted from the mailbox.
    • The Exchange server cannot delete the requested item.
    You are seeing these emails because the Unread Mail folder also shows you emails from a system folder that is hidden from the left side of Outlook. Below are steps to remove the system folder emails from showing up in Unread Mail.
    • Open Outlook
    • Go to "Search Folders" on the left column.
    • Right click on the Unread Mail folder and choose Customize This Search Folder....
    • Click on Browse.
    • Unselect the checkbox for your Mailbox (the top level mailbox folder).
    • Manually check all the folders you would like to see unread mail from.
    • Press OK. 

Email: Messages Getting Caught in Junk Email

    You should check your Junk Email folder periodically to ensure that you are not missing valid messages. While reviewing your Junk Email folder, if you find a messages that shouldn't have been marked as junk, you can correct it in few different ways.

    • Right-click the message. Hover over Junk
    • Then select one of the following options:
    • Never Block Sender - future messages from this address will not be marked as Junk
    • Never Block Sender's Domain - future messages from this domain (for example "@gmail.com") will not be marked as Junk
    • Never Block this Group or Mailing List
    • Not Junk - A dialog box will open, telling you that the message will be moved to your Inbox, and giving you the option of always trusting the sender (which is the equivalent of Never Block Sender, described above) and/or trusting all messages sent to your address.
    Along the same lines, if you find a junk message that wound up in your Inbox or any other folder, you can simply delete it, or treat all future messages from the sender as junk.
    • Right-click the message.
    • From the menu that appears, hover over Junk, then select Block Sender. 

Email: Only 12 Months of Emails Displayed

    By default, if Cached Exchange Mode is enabled, you will only be able to view messages from the last 12 months. This keeps the Outlook 2013 file smaller which allows you to browse your email faster.
    • To temporarily view messages older than 12 months you can scroll to the end of an email list in a folder and click 'Click here to view more on Microsoft Exchange' or 'More'.
    • To change your view permanently you can change the setting in account settings.
    • Start Outlook.
    • Click Account Settings on the File tab, and then click Account Settings.
    • In the Account Settings box, double-click your Microsoft Exchange account on the Email tab.
    • In the Change Account dialog box, drag the Mail to keep offline: slider to the desired number of months.
    • Click Next.
    • Click OK when advised you have to restart Outlook to complete the configuration change.
    • Click Finish.
    • Restart Outlook.
    For more information see http://support.microsoft.com/kb/2733062

Email: Error with the Auto-Complete List

    Sending an email to someone using the Outlook Auto-Complete List may be returned as undeliverable or if you send an attachment the attachment may be dropped. A work around is to remove the address that is being reported as invalid from the Auto-Complete List. A more destructive fix is to empty the Auto-Complete list. Emptying the Auto-Complete list means that when you type an address or name in the 'To' field it will not Auto-Complete based on your previous emails. If you empty the Auto-Complete list it will 'relearn' as you continue to use Outlook. Below are directions for Outlook 2013.

    How to remove an address from the Auto-Complete List:
    • Open a new email and begin typing the email address you want to remove in the 'To' field.
    • Use the up and down arrow keys to select the address to be removed. When the address to be removed is highlighted click the x icon beside the address to remove the entry.
    How to empty the Auto-Complete List:

    • Click on File, then click on Options.
    • Click the Mail tab on the left and scroll to the 'Send Messages' section.
    • Click Empty Auto-Complete List button.
    • A confirmation box will display, click Yes. 

Email: Viewing Full Headers

    Sometimes it may be necessary to view the headers of a message to see where it came from. Below are directions.

    • Open the message.
    • Click the File tab on the message window.
    • Click Info in the left column.
    • Click Properties.
    • The Internet headers section shows all headers.
    • If you need to copy the headers (to paste somewhere else),
    • Click anywhere in the Internet headers box.
    • Click ctrl-a to select all the text
    • Click ctrl-c to copy
    • Click ctrl-v to paste the text into an email message or other document.

Email: Multiple Synchronization Log Emails in Unread Mail Folder

    This issue occurs if either of the following conditions is true:

    • The item that is being deleted no longer exists on your Exchange mailbox, or the item was already deleted from the mailbox.
    • The Exchange server cannot delete the requested item.
    You are seeing these emails because the Unread Mail folder also shows you emails from a system folder that is hidden from the left side of Outlook. Below are steps to remove the system folder emails from showing up in Unread Mail.
    • Open Outlook
    • Go to "Search Folders" on the left column.
    • Right click on the Unread Mail folder and choose Customize This Search Folder....
    • Click on Browse.
    • Unselect the checkbox for your Mailbox (the top level mailbox folder).
    • Manually check all the folders you would like to see unread mail from.
    • Press OK. 

     

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