Problems in Outlook 2016, 19 and 21 when 2 or more Users share the same Mailbox (using MAPI): sent items doesn't show attachments

Problem reported by Gabriele Maoret - SERSIS - 3/10/2022 at 8:36 AM

Resolved

I have a customer with 5 users tha are sharing 3 mailboxes in SmarterMail 8097.
On their PCs they are using Outlook 2021.

Every user has 2 or 3 of these mailboxes configured in Outlook using MAPI.

When a user send a mail with attachments, the other users tah share the same Mailbox on their Outlook are seeing the message, but they can't see the attachments.

In Webmail is all OK.

P.S.: we are not using "shared folders". Every mailbox is configured as a MAPI account in the same Outlook profile on the same PC.

Gabriele Maoret - Head of SysAdmins at SERSIS

Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)

11 Replies

Reply to Thread

Derek Curtis Replied

3/10/2022 at 12:09 PM

Employee Post

Hey, Gabriele

I know you have a ticket on this issue, which is great. We're looking to reproduce this in house to make it a bit easier for us to troubleshoot. (So far, we haven't been able to.) But we'll update this thread with more info once we have it.

A quick question: do all the users see it when someone else sends from a shared mailbox? So if User 1 sends out, Users 2-5 don't see the attachments in the Sent Items folder, then if User 5 sends something, Users 1-4 don't see them?

Derek Curtis COO SmarterTools Inc. www.smartertools.com

Gabriele Maoret - SERSIS Replied

3/10/2022 at 1:06 PM

Yes, the issue is the same for all users

Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)

Stefano Replied

3/11/2022 at 9:36 AM

@Gabriele, are you having problems just with Office 2021 or globally?

Gabriele Maoret - SERSIS Replied

3/11/2022 at 9:53 AM

The customer that complain for that is all on Outlook 2021.
I don't know if there're similar issues on other versions of Outlook.

Gabriele Maoret - SERSIS Replied

4/13/2022 at 5:55 AM

No fix till now...

Gabriele Maoret - SERSIS Replied

4/14/2022 at 12:32 AM

Today other users with other Outlook versions (2016 and 2019) are starting to report the same issue...

Note that if I connect to the same accounts via Webmail or IMAP or EAS or EWS (the last using EMclient), I can see all the attachments in SENT ITEMS.

The issue is present only with Outlook (2016-2019-2021) using MAPI

Gabriele Maoret - SERSIS Replied

5/12/2022 at 2:54 AM

UPDATE: SamrterTools has updated my ticket on this problem and classified it as CLOSED explaining that the problem is solved in the next BETA which MAYBE be released in the first days of June...

I answered in the ticket that IT IS NOT POSSIBLE to consider this a solution and that the ticket is closed, because we cannot consider a BETA release to be installed in production (besides the fact that MAYBE will be released in June ...), and who knows how long it will take for this to be released as stable...

We need a fix for the CURRENT STABLE BRANCH, not for the UPCOMING (maybe when?) BETA BRANCH...

Sébastien Riccio Replied

5/12/2022 at 4:03 AM

We had many time this kind of discussion in this community. Looks like things will unfortunately never change.

Sébastien Riccio System & Network Admin https://swisscenter.com

Kiswire it Replied

5/16/2022 at 10:35 AM

We had this issue happening occasionally and reported it early this year. I don't expect much because some issues were not fixed even after multiple releases with the fix. I only wish and pray that the beta release would fix everything SM promised.