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Unable to search in subfolders of shared mailboxes in Outlook

leandro17 0 Reputation points
2024-01-12T13:11:30.02+00:00

Hello! This week our customers were migrated from MS Office 2019 to MS Office 365. The switch was very smooth and we had no major issues with the installation. But when the customers started working with the "new" Outlook, they realised that the results of the search (no matter which search option, etc.) do not contain the mails of the subfolders of shared mailboxes. How can this problem be fixed? And why does this function work in O 2019 but not in O365?

Microsoft 365
Microsoft 365
Formerly Office 365, is a line of subscription services offered by Microsoft which adds to and includes the Microsoft Office product line.
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Outlook
Outlook
A family of Microsoft email and calendar products.
3,077 questions

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  1. Wilkin Sanchez 181 Reputation points
    2024-01-12T14:55:07.52+00:00

    Hello Leandro,

    The issue could be for different reasons:

    • Search Scope: Users need to click on the search bar and select the appropriate scope.
    • Adding Shared mailbox as a secondary account: That's a good workaround for issues with shared mailboxes. You would need to add the shared mailbox as a secondary mailbox. https://learn.microsoft.com/en-us/outlook/troubleshoot/profiles-and-accounts/add-shared-mailbox-as-additional-account
    • Indexing issues: Check if the shared mailbox is included in the indexing options in Outlook.
    • Create a new outlook profile: In some cases, creating a new profile can resolve search issues. This should be your last resort and always make sure to back up data if using .PST files.

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