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Russell H.
Russell H., Computer Support Tech
Category: Microsoft Office
Satisfied Customers: 10098
Experience:  Years of supporting users of Microsoft software
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My outlook will not retrieve e-mails from the server period

Resolved Question:

My outlook will not retrieve e-mails from the server for the period of 7th to 29th June 2016.
How do I recover them. I can see them on my Android phone, but not on my Laptop.
Submitted: 8 months ago.
Category: Microsoft Office
Expert:  Russell H. replied 8 months ago.

Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.

Try deleting the OST file with no internet connection and Outlook closed.

Then re-start Outlook... wait a few minutes... this might bring the emails into view for longer if not for permanently.

Customer: replied 8 months ago.
ok I'll try closing the internet before deleting the ost file.
Expert:  Russell H. replied 8 months ago.

OK.

Customer: replied 8 months ago.
I am afraid that that hasn't worked. in fact I am now missing the e-mails between 13th May and 29th June 2016
Customer: replied 8 months ago.
At the moment I would like to see how to fix it myself.
Expert:  Russell H. replied 8 months ago.

Are they all still present when viewed on your Android phone?

What sort of computer do you have, Windows or Apple?

Does it have an anti-virus suite on it?

Customer: replied 8 months ago.
My android phone only allows synching for 1 month and all are still showing back to 24th June 2016
My computer is windows 10
I have Norton antivirus on it
Expert:  Russell H. replied 8 months ago.

Oh. So on the Android phone there is on confirmation that you actually still have emails before 24 June?

On the computer, do you see emails *after* 24 June?

Customer: replied 8 months ago.
On my laptop I can see e-mails 28th Oct 2015 (date I opened the account) to 12th May 2016, then there are none displaying until 30th Jun 2016 to today.
I was only informing you that I can see the e-mails on my phone within it's maximum settings.
I also see the missing e-mails for about 20 seconds on my lap top after deleting the ost file and opening outlook, before the screen updates and then has the gap of e-mails.
Expert:  Russell H. replied 8 months ago.

Can you log in to your email, using your laptop, but also using Internet Explorer or another browser?

If so, log in to your email account there, and see whether those emails are even so much as present there.

Customer: replied 8 months ago.
I am just trying to work out how to sort into date order.
Customer: replied 8 months ago.
there are e-mails there between 13th May and 29th June 2016
Customer: replied 8 months ago.
I also had set some folders up which no longer exist
Customer: replied 8 months ago.
The folders are on the e-mail via internet, but not on my laptop
Customer: replied 8 months ago.
Shall I just delete the account on my laptop and set it up again?
Expert:  Russell H. replied 8 months ago.

That might be best, yes.

Be sure that your anti-virus is updated too... such behavior is not usual in an Outlook email account.

Thank you for asking your question here at JustAnswer.com. (A five-star rating would be appreciated... but if you're not done with this case, or feel like making a further query later, feel free to not rate my work and answer yet. Thanks!)

Customer: replied 8 months ago.
HI Russell, it's getting late here now - dinner time, so I'll have a go later tonight or tomorrow morning.
Glad to hear that this is not normal.
Thank you for your help.
Chantal
Expert:  Russell H. replied 8 months ago.

Later on is fine, Chantal. I'd be glad to hear from you later on.

Russell H., Computer Support Tech
Category: Microsoft Office
Satisfied Customers: 10098
Experience: Years of supporting users of Microsoft software
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