Email messages are sent to the wrong account when multiple accounts are associated with an Outlook profile

Article ID: 2391896 - 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?
(http://office.microsoft.com/redir/HA103982331.aspx)
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PROBLEM

When you set up one or more email accounts for a profile in Microsoft Outlook, email messages that are intended for a particular account are sent to the Inbox of a different account.

This issue occurs if the .ost file that's created by Outlook Cached Exchange Mode contains a folder mapping error. Specifically, if the .ost file contains more than one MAPI mailbox, mail may be redirected to an incorrect MAPI mailbox.

SOLUTION

To fix this issue, follow these steps:
  1. In Outlook, drag all the incorrectly sent messages to the correct folders.
  2. Remove the secondary account to which the messages were incorrectly redirected by Outlook. To do this, follow these steps:
    1. Click Start, and then click Control Panel.
    2. On the search bar, type mail.
    3. Double-click Mail.
    4. In the Mail Setup dialog box, click E-mail Accounts.
    5. In the Account Settings dialog box, select the account that you want to remove, and then click Remove.
    6. Click Close.
  3. Exit Outlook.
  4. If you're running Outlook 2007, you can run the ScanOST.exe process against the updated .ost file to help repair any errors. For more information, go to the following Microsoft website: 
    Scan and repair corrupted Outlook data files
    (http://office.microsoft.com/en-us/outlook-help/scan-and-repair-corrupted-outlook-data-files-HA010075831.aspx)
  5. If you're running Outlook 2010, redownload the .ost file from the server. 
  6. Re-add the secondary MAPI account to the profile. To do this, follow these steps:
    1. Click Start, and then click Control Panel.
    2. On the search bar, type mail.
    3. Double-click Mail.
    4. In the Mail Setup dialog box, click E-mail Accounts.
    5. In the Account Settings dialog box, click New, and then follow the steps to re-add the secondary account.
  7. Send a test message to confirm that the account is set up correctly.
  8. Monitor the account to confirm that the .ost file is successfully repaired.

Still need help? Go to the Office 365 Community
(http://community.office365.com/)
website.

Properties

Article ID: 2391896 - Last Review: May 15, 2013 - Revision: 20.0
Applies to
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • Microsoft Office 365 for small businesses  (pre-upgrade)
  • Microsoft Office 365 for education  (pre-upgrade)
  • Microsoft Exchange Online
Keywords: 
o365 o365a o365e o365p o365m o365062011 pre-upgrade o365022013 after upgrade KB2391896
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