Shared Mailbox Folders Not Appearing

Issue/Question

Someone else who uses the Shared Mailbox I've been added to has created folders, but I don't see them on my Outlook.

Environment

• Outlook 365

Cause

This issue usually occurs due to a mismatch in the cached version of the Shared Mailbox that a user has on their local Outlook Data File and the server's version of the Shared Mailbox.

Resolution

1. Confirm that the Shared Mailbox folders are appearing on the web version of Outlook by signing into the account following the instructions found here.
2. Once the folders are confirmed to be synced to the web server, Open the Outlook Application.
3. Click File on the top left.
4. Click Account Settings, then select Account Settings, on the drop down.
5. Double click, your exchange email.
6. Click More Settings.
7. Click the Advanced tab. 
8. Un-check Use Cached Exchange Mode.
9. Click Apply.
10. Outlook will prompt to be restarted, click OK.
11. Upon Outlook restarting, check the shared mailbox to see if the missing folders are now listed.

If you continue to have issues, you can request this service by contacting the ITS Service Desk or submit a service request by clicking the Request Service button.