This article explains how to diagnose and troubleshoot these kinds of issues.
When you help users who report issues in their mailbox, it's important to carefully document information about the issues and follow the appropriate steps for a resolution. Follow these guidelines when you troubleshoot:
- Make sure that users run the most recent version of the Outlook client. New versions of Outlook are routinely released to fix common issues. Version information is available under File > Help in Outlook 2010 or under File > Office Account in Outlook 2013 and Outlook 2016. The following resources also discuss the most recent versions of the client that's available to users:
- Office Click-to-run: Outlook Updates
- MSI: How to install the latest applicable updates for Microsoft Outlook (US English only)
- Review the Outlook best practices to see whether the issue is mentioned in one of the listed scenarios.
- Direct the user to run a scan by using the Microsoft Support and Recovery Assistant (SaRA). These scans review a user's profile for many known issues, such as misconfigured calendar items. The scans can also provide available fixes.
- Depending on the issue, you may have to download Microsoft Exchange Server MAPI Editor (MFCMAPI) to resolve an issue.
MFCMAPI can be used to resolve issues if the following conditions are met:
For more information about MFCMAPI, see Microsoft Exchange Server MAPI Editor.
- The administrator must have Full Access permissions to the mailbox.
- An online profile for the mailbox must be created.
- You can't remove a calendar item or an email message in Outlook in Office 365
- You can't successfully dismiss calendar reminders in Office 365 Dedicated
- The Outlook meeting tracking tab is not updated
- Delegate receives multiple or duplicate meeting requests in Outlook
- Using MFCMAPI to delete the hidden forward to delegates rule
If the issue isn't resolved by the previous methods, do the following:
- Collect the following details:
- How does the issue affect the user's work processes?
- When did the issue start?
- Where is the issue being experienced?
- What is not working as expected (including specific examples)?
- Who is affected by the issue?
- Collect a Problem Steps Recorder (PSR) of the issue to help explain the scenario, and then capture screen shots and the user experience. For more information about PSR, see Record steps to reproduce a problem.
- Contact Microsoft Support, and provide the SaRA scan, scoping details, and PSR information.