Missing Emails in Webmail or Duplicate messages in Outlook
Some of our email users have reported an issue in which their messages were being removed from their Webmail. We have investigated the situation thoroughly and found that there appears to be an issue caused by a recent update to Microsoft Outlook. The update from Microsoft, which happened on or around February 23, 2016, caused an issue with specific settings on the client being reset, causing all mail on the server to be removed from webmail and pulled down into Outlook.
Some of our users have been successful modifying the settings to ensure to only leave a copy of the message on the server without specifying any timeframe.
To enable (or disable) the Leave a copy of the message on the server option, follow these steps:
- Open Outlook.
- Click on the File tab > Account settings.
- Highlight your current POP3 account and click Change.
- Choose More settings and click on Advanced.
- You should see a check box titled: “Leave a copy of messages on the server”.
- Checking the box will enable Leave a copy of the message on the server
- Ensure the box to “Remove from the server after ___ days” in NOT checked.
In addition to that, some users have also reported issues receiving duplicate messages.
This can be caused by 1 of 2 issues:
- It is possible that Outlook’s PST file, which is the file that contains information about your messages and whether or not they have been read or downloaded, can be corrupted. As a result, Outlook can trigger the server to re-download each message, sometimes multiple times. This issue only occurs when your Outlook is setup as POP instead of IMAP. It is recommended to use IMAP. If that’s not an option for you, the only way to resolve the issue is to set up POP again in Outlook. You can find setup instructions here: https://forum.web.com/networksolutions/faq/#Mail/Mail/MoreAboutPopAndImap/Getting-started-with-POP3-and-IMAP.htm
- If your inbox is extremely large (5000+ messages) Outlook’s PST file can get corrupted and time out when trying to read all 5000 messages. To resolve this, it is recommended to log into your Webmail and move the messages out of your inbox into another folder. Then click Send/Receive in your Outlook. If there is anything you absolutely must have in your Webmail’s inbox, it is recommended that you only move the necessary messages back into the inbox in your webmail. Be sure to keep your inbox below 5000 messages to avoid any additional corruption or issues.
We hope this information has been helpful. However, if you have any additional questions, please don't hesitate to contact our Customer Service Department.
To reach us, call 1-888-642-9675. You can also create an online support request by visiting the following link: http://www.networksolutions.com/help/email.jsp