Items placed in root folder seem to be lost in Outlook

  • Article
  • Applies to:
    Outlook 2019, Outlook 2016, Outlook 2013, Microsoft Outlook 2010, Microsoft Office Outlook 2007, Outlook for Microsoft 365

Original KB number:   2979451

Symptoms

When you move items to the root folder of your mailbox, you cannot see the items in either the Folder List or the Outlook Today pane.

Note

The root folder in your Outlook mailbox is the folder at the top of your folder list. In Outlook 2010 and later versions the root folder is displayed as your email address, and in Outlook 2007 the root folder is displayed as Mailbox - username. In the following figure the root folder is displayed as e15user1@wingtiptoys.com.

Screenshot of the root folder in the mailbox folder list in Outlook.

Cause

By default, Microsoft Outlook replaces the root folder of the default messaging store with the Outlook Today feature. Therefore, when you select it you cannot see any items that you placed in the folder as the Outlook Today feature is displayed.

Resolution Method 1 - Disable Outlook Today

To disable Outlook Today, follow these steps for your version of Outlook:

Outlook 2010 and later versions

  1. Right-click the root folder and select Data File Properties.

  2. Select the Home Page tab.

  3. Clear Show home page by default for this folder, and then select OK.

    Screenshot of the Show home page by default for this folder option.

  4. Select the root folder to view the contents.

Outlook 2007

  1. Right-click the root folder and select Properties for "Mailbox - username".

    Screenshot of the Properties for Mailbox - username option.

  2. Select the Home Page tab.

  3. Clear Show home page by default for this folder, and then select OK.

    Screenshot of the option of Show home page by default for this folder.

  4. Select the root folder to view the contents.

Note

If you prefer, you can enable Outlook Today again after you move the items from the root folder to another folder.

Resolution Method 2 - Use Advanced Find to locate the items and move them to a different folder

To use Advanced Find to locate the items in the root folder and move them to a different folder, follow these steps for your version of Outlook:

Outlook 2010 and later versions

  1. Select the Inbox folder.

  2. Select into the Instant Search bar, which will display the Search tab on the ribbon.

  3. On the Search Ribbon, select Search Tools, and then select Advanced Find.

  4. In the Look for list, select Any type of Outlook item.

  5. Select Browse.

  6. Select only the root folder, which is typically displayed as your email address.

  7. Disable Search subfolders, and then select OK.

    Screenshot of the Select Folder(s) dialog box.

  8. Select Find Now.

  9. Messages and items found will be displayed in the results window.

  10. Move the items to a different folder by right-clicking them and selecting Move, Other Folder, selecting the intended folder, and then select OK.

Outlook 2007

  1. Select the Tools menu, then select Instant Search, and then select Advanced Find.

  2. In the Look for list, select Any type of Outlook item.

  3. Select Browse.

  4. Select only the root folder, which is typically displayed as Mailbox - <your username>.

  5. Disable Search subfolders, and then select OK.

    Screenshot of the Select Folder(s) dialog box in Outlook 2007.

  6. Select Find Now.

  7. Messages and items found will be displayed in the results window.

  8. Move the items to a different folder by right-clicking them and selecting Move to Folder, selecting the intended folder, and then select OK.