Article ID: 2024309 - View products that this article applies to.
Not sure what release of Office 365 you're using? Go to the following Microsoft website:
Am I using Office 365 after the service upgrade?
When you use Microsoft Office Outlook 2007, Microsoft Outlook 2010, or Microsoft Outlook 2013 to connect Microsoft Exchange Online in Microsoft Office 365, you notice that some messages are missing from the mailbox.
Typically, this issue may occur if one or more of the following conditions are true:
Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:
322756To resolve this issue, use one or more of the following methods.
(http://support.microsoft.com/kb/322756/)How to back up and restore the registry in Windows
Method 1: Search for the missing itemsSearch Outlook for the missing item
Open Outlook, and then use the Outlook search feature to manually check the following locations for the deleted items:
Method 2: Increase how much mail is stored locallyOutlook 2013 lets users determine how much data they want to store locally. You can increase how much data you're storing in your Offline Folder file (OST). For more info about how to change how much mail to keep offline, go to the following Microsoft website:
Change how much mail to keep offline
Method 3: Recover messages that were deletedRecover a message that was deleted from the Deleted Items folder
Method 4: Search archived foldersThe AutoArchive feature can be set up in Outlook to store mail data. These rules can be used to move messages automatically to separate local folders. You can search the archived folders, disable the archive, and move the data back into the primary OST file. For more info about how to use the AutoArchive feature, see the following Microsoft Knowledge Base article:
(http://support.microsoft.com/kb/830119/ )Description of the AutoArchive feature in Outlook
Method 5: Remove custom views or filters in OutlookSign in to your Exchange Online mailbox by using Outlook Web App. If you can see the message in Outlook Web App, Outlook might be using a custom view and filter. To remove the filter, follow these steps:
Method 6: Check whether a retention policy is applied in OutlookRetention policies can be applied by Exchange Online admins across an organization, or they can be applied by users in Outlook 2010. To determine whether a retention policy is applied in Outlook, follow these steps:
Still need help? Go to the Office 365 Community
Article ID: 2024309 - Last Review: May 31, 2013 - Revision: 11.0
Contact us for more help
Connect with Answer Desk for expert help.