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Druva Documentation

Unable to see exchange online restored data on Outlook

This article applies to:

  • OS: All supported operating systems
  • Product edition: inSync Cloud

Problem description

After restoring the exchange online data, the files are visible from the online portal but are not visible on Outlook.

Cause

If Office 365 uses Microsoft Outlook version 2013, 2016, or 2019 to connect  to the Microsoft Exchange Server mailbox, the email folders display only the newer items. Since the restored data has older metadata, Outlook does not display it directly.

OutlookClient.png

The below message displayed within the subfolders.

OutlookErrorMsg.png

This issue occurs with the following outlook settings:

  • The Download Preferences are set to Download Headers and Then Full Items or Download Headers.

    OutlookDnldPref.png
     
  • The Mail to keep offline setting is not set to All.

    OutlookChangAC.png

Resolution

Resolve this issue using one of the following options:

  • Click the Click here to view more on Microsoft Exchange link. This downloads the data and you can view and access the same.

    OutlookErrorMsg.png
     
  • Set the Download Preferences to Download Full Items as described below:
  1. Start Outlook.
  2. Open the Send/Receive tab and click Download Preferences > Download Full Items.

    OutlookDwnLdFullItems.png

 

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