14 Replies Latest reply: May 15, 2014 2:30 PM by ChrisJ4203
Flyinbyu20 Level 1 Level 1 (0 points)

Hello.  I recently started to have this problem where if I delete or read an email on outlook, it does not show up as read or deleted on my iphone.  If I read or delete the email on my iphone, outlook syncs and it deletes and/or shows read.  When I check my email using office outlook web access, it does work properly... only doesnt when using outlook 2010 professional plus...

 

thanks!

  • ChrisJ4203 Level 8 Level 8 (36,155 points)

    Is this an Exchange, IMAP or POP account?

  • Flyinbyu20 Level 1 Level 1 (0 points)

    exchange

  • ChrisJ4203 Level 8 Level 8 (36,155 points)

    One thing I know regarding my Exchange account at work. If I am at work and both my Outlook and phone show I have received the mail, the phone will continue to show it as not read until I open the email client on the phone. Once I do that, it will contact the server and show it as read. Is this the behavior you are describing? Do you have Push on for the phone?

  • Flyinbyu20 Level 1 Level 1 (0 points)

    Correct.  If I read an email while at work on outlook, it will not show I have read it on my phone (or if I delete it on outlook, it will not delete on my phone).  If I view or delete the email on my phone, then outlook automatically updates and shows it.  Yes, I have push turned on.  Even when I refresh on the iPhone, it still does not update....

  • ChrisJ4203 Level 8 Level 8 (36,155 points)

    If it doesn't show after refreshing the phone, then something is wrong. Have you done any troubleshooting. Try a reset on the phone, hold the sleep/wake and home buttons together until you see the Apple logo and then release. If that doesn't help, you might delete the account from the phone and recreate it.

  • Flyinbyu20 Level 1 Level 1 (0 points)

    Ya, I tried to restart, hard restart, airplane mode then back, wifi or LTE and still does not sync.  It only works when I look at an email first on my phone, but not outlook...

  • ChrisJ4203 Level 8 Level 8 (36,155 points)

    Well, I would try and delete the account from the phone and recreate it. If that does not fix it, then you might need to do a restore of the phone, first from a backup, and if necessary as a new device. Good luck.

  • robspratt Level 1 Level 1 (0 points)

    I'm having this same problem, but for me it is doing it with my Outlook (formerly Hotmail) email account. But it seems random. Sometimes when I read emails through the email client, they clear on my phone, but other times they never clear on my phone. But if I read them first on my phone, they always clear from the email client. I've tried deleting the account and recreating it, but that doesn't seem to help. I've restored my phone recently too and the problem persists. Any other ideas on how to fix this?

  • ljadkins Level 1 Level 1 (0 points)

    I have a client with the same problem and she really wants it fixed! I manage the company's Office 365 account and their email is hosted in Exchange. She uses Outlook 2010 and an iPhone 5s. This behavior started after the most recent update to iOS on her phone. I also use Exchange, Outlook 2013 and an iPhone 5s and have never experienced this problem. Would be nice if Apple could provide some support ont his problem...its really irritating to delete message in Outlook and still have to delete again on the iPhone.

  • ChrisJ4203 Level 8 Level 8 (36,155 points)

    I agree something is wrong. I do not experience this problem with my Exchange account, and I've been through all of the iOS updates on my 5s. I would say it might be something else that is not allowing the account to refresh on the phone when deleting something in Outlook.

     

    Apple does not particpate here on the forum. This is a user to user forum. If you want assistance from Apple, then you need to contact Apple care. If you want assistance here, I'll try and offer some, or if I cannot answer it, then others may come in to help as well.

     

    If this person deletes something on the phone, does it update in Outlook on the computer? You say you manage it, does that mean that you work in IT? Is there a problem with any other sync with the phone, such as calendar?

  • ljadkins Level 1 Level 1 (0 points)

    Yes - I am their IT provider and moved their Exchange solution to the cloud last year using Office 365. I support 8 other companies the same way, and this is the first user who has reported this anomoly with her iPhone.

     

    The problem is deleting anything from outlook on any computer (calendar, emails and contacts) - the deletions do NOT sync to the iPhone. The problem is only with deleted items, everything else syncs as it should. When my user deletes from the phone, it syncs fine in Outlook on her computer.

     

    We've tried all the recommended support options, including rebuilding the mail account on the iPhone and in Outlook, clearing out her deleted items folder and compacting the size of her mailbox.

  • ChrisJ4203 Level 8 Level 8 (36,155 points)

    Does it not remove from the original location on the phone, or does it just not show up in the deleted folder of the phone? I am trying to figure out why only that folder seems to only work one way.

  • ljadkins Level 1 Level 1 (0 points)

    No. For example, an email deleted from the Inbox on the computer moves to deleted items in Outook on the computer, but does not move to deleted items on the iphone. She is having to double-delete every message because she works mostly on her laptop when managing email.

  • ChrisJ4203 Level 8 Level 8 (36,155 points)

    If you look in the Exchange logs on the server, do you see any issues with the iPhone syncing with the server? Are there any crash logs?