Microsoft small business knowledge base

Article ID: 2796794 - Last Review: July 29, 2013 - Revision: 4.0


You discover that one or more items are missing from a folder in a Microsoft Exchange Server mailbox in Microsoft Office 365 Dedicated.


This issue occurs for one or more of the following reasons:
  • Items are deleted incorrectly or unintentionally.
  • A client configuration or a third-party tool deletes items unexpectedly.


If a user reports a deleted or missing item, try to determine whether one of the following scenarios applies:
  • The user wants to recover the item.
  • This is an ongoing issue that the user is experiencing, and the cause of the deletion should be investigated.
To resolve this issue, follow these steps:
  1. Check the Deleted Items folder and the Deletions folder in Microsoft Outlook. For more information about how to do this, click the following article number to view the article in the Microsoft Knowledge Base:
    2786067  ( ) How to search for deleted items in an Exchange mailbox
  2. If the item cannot be found or if the deletion is a symptom of a recurring issue, obtain all the details to correctly scope the case. This information helps make sure that you take the correct steps to investigate the issue and that the user has followed the troubleshooting steps from Knowledge Base article 2786067. (There should be a missing example item about which the user can provide information.) If you want assistance from Microsoft about this issue after you perform the following troubleshooting steps, please use the Exchange Online topic and the Calendaring/Mailbox Content problems sub-topic when you submit a support incident online  ( ) to Microsoft Online Services Support, or contact Microsoft Online Services Support by telephone  ( ) .

    Note If the user's calendar is managed by a delegate and if the example item has been changed by the delegate, you can view the mailbox audit logs to obtain more details about the item. For more information about how to do this, click the following article number to view the article in the Microsoft Knowledge Base:

    2792663  ( ) How to investigate missing or unexpectedly updated mailbox items by using mailbox audit logging in Office 365 dedicated
  3. Based on the details that you collect in step 2, search for known issues in the Microsoft Knowledge Base: (
    For more information about the best practices for Outlook meeting requests, go to the following Microsoft website:
    Best practices when using the Outlook Calendar (
  4. Run the Microsoft Outlook Configuration Analyzer Tool (OCAT) on the user's computer. This tool generates a detailed report of the Outlook profile and highlights known configuration problems. If the generated report does not include steps to resolve the issue, and if you contact Microsoft Online Services Support by online submission  ( / ) or by telephone  ( ) , you should provide the XML output report. 

    For more information about OCAT, click the following article number to view the article in the Microsoft Knowledge Base:
    2659007  ( ) Outlook Configuration Analyzer Tool information
  5. Please use the Exchange Online topic and the Calendaring/Mailbox Content problems sub-topic when you submit a support incident online  ( )  to Microsoft Online Services Support, or contact Microsoft Online Services Support by telephone  ( ) .

Applies to
  • Microsoft Business Productivity Online Dedicated
  • Microsoft Business Productivity Online Suite Federal
vkbportal226 KB2796794
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