Missing Sent Emails in New Outlook

[asmarks47]

Operating system::    Windows 11
Outlook version:     New Outlook
Email type or host:    IMAP (comcast.net)

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I am once again trying to move to new outlook in conjunction with a Windows 11 reinstall, but I noticed that when I set it up, many sent emails that are present in old outlook and on the Xfinity web email are missing from the corresponding Sent Items mailbox. For example on 6/1/25 I sent 15 emails (all with attachments) from that email, but only 8 are showing up in the Sent Iterms in new Outlook. I can confirm that the Filter is set to all and the emails are sorted by date. I also deleted and re-added the account. Is there any other thing that might be preventing me from seein the sent items?

 

[asmarks47]

I don't know if this is meaningful or not, but almost all of the missing emails were sent to people at domains for which I also have a separate email account. I checked all of the folders in those separate accounts thinking maybe new Outlook put the sent email into a different account for some reason, but I cannot find them anywhere.

 

[asmarks47]

No one has any idea what is going on as to why certain sent emails are not showing up in the Sent Items mailbox?

 

[Hornblower409]

No one has any idea what is going on as to why certain sent emails are not showing up in the Sent Items mailbox?

This could be caused by a whole range of different things. I (obviously) can't reproduce, so helping you debug is going to be difficult.

Basics?

Please see this Microsoft Support article and reply with exactly what version of Outlook you are using.
What version of Outlook do I have? - Microsoft Support

And the exact version of Win11 you are running.

What Changed?

Were sent items being saved correctly in the past? When did you first notice the problem?
(FYI - New Outlook for Windows App auto updates once a week)

Email Account?

You have already mentioned Xfinity as your email provider. When you setup this account in New Outlook did it "auto discover" (i.e. You just put in an email and Outlook did the rest)? Or did you used the "Advanced Settings" and do the setup manually? If manual, what settings? (IMAP or POP? Servers and ports?)

>> but almost all of the missing emails were sent to people at domains for which I also have a separate email account.

Sorry. But I don't follow. Do you have multiple accounts setup in New Outlook? If so, do you send of different accounts using the "From:" dropdown?

"almost all", but not all? Any pattern to the ones that didn't make it to Sent Items?

When you are testing, are you sending the new emails from New Outlook or from the Xfinity web email interface? Whichever way you are using now, what does the reverse do?

e.g. If you send from the Xfinity web email interface, does the Xfinity Sent Items folder sync to New Outlook? If you send from New Outlook, does it sync back to the Xfinity web email interface?

 

[Hornblower409]

No one has any idea what is going on as to why certain sent emails are not showing up in the Sent Items mailbox?

Are you using the Xfinity email account on any other devices (e.g. a Phone)? If so, what device type and email client?

 

[Hornblower409]

No one has any idea what is going on as to why certain sent emails are not showing up in the Sent Items mailbox?

Open a Windows Explorer to %LOCALAPPDATA%\Microsoft\Olk and look at xpdApi.log and the \logs subdirectory. They are pretty dense, but does anything jump out at you?

If all else fails, uninstall New Outlook, delete the %LOCALAPPDATA%\Microsoft\Olk directory, reinstall New Outlook from the Microsoft Store.

 

[asmarks47]

Thanks for the responses Hornblower. here are some answers:

I did a fresh install of Windows 11 a few days ago (Windows 11 Home version 24H2 OS build 26100.4351), and installed all of the updates. I then reinstalled Microsoft 365 on the computer and decided to try new Outlook. I allowed new Outlook to automatically detect my Xfinity account, as well as several other email accounts that I have. All of those other email accounts are Microsoft accounts. Prior to the reinstall of Windows, I was using old Outlook. The emails in question were sent from my comcast.net account using old Outlook before the reinstall. Those emails show up in the Sent folder on the Xfinity website, on old Outlook and on the Mail app on my iphone, but not in the Sent Items folder of new Outlook.

As far as figuring out what may be the trigger for these emails not showing up, after a little more digging, it doesn't see that the domain to which the emails was sent mattered as several of the missing eamils were sent to domains for which I do not have an additional email address and new outlook mailbox (but to be clear, all of these emails were sent from my Xfinity comcast.net account). All of the missing emails had an attachment (my invoice). I actually checked all of the invoices I sent the prior month (through old Outlook) and again several were missing from the Sent Items folder in new Outlook.

Interestingly, when I send an email from the Xfinity webmail site to one of my other email addresses or even to my comcast email address, the email shows up in the respsective new Outlook Inbox almost immediately, but not for several (over 10) minutes in the Sent Items of the Comcast.net mailbox. When I switch to old Outlook, those emails were in the Sent folder before they appeared in the new Outlook Sent Items folder. Something weird is going on for sure that seems to be preventing new Outlook from timely syncing Sent Items from the Xfinity mailbox correctly.

 

[Hornblower409]

Lots to digest.

1) What's the email client on you Phone?

2) Could you take a stab at filling out this table? Might give me a clearer picture of what's happening.

Sent From:    In Sent Items On:
----------- | --------------------------------------------
            | Classic    |    New    | Xfinity |   Phone  |
            |            |           |         |          |
Classic     |            |           |         |          |
New         |            |           |         |          |
Xfinity     |            |           |         |          |
Phone       |            |           |         |          |

 

[asmarks47]

Lots to digest.

1) What's the email client on you Phone?

2) Could you take a stab at filling out this table? Might give me a clearer picture of what's happening.

Sent From:    In Sent Items On:
----------- | --------------------------------------------
            | Classic    |    New    | Xfinity |   Phone  |
            |            |           |         |          |
Classic     |            |           |         |          |
New         |            |           |         |          |
Xfinity     |            |           |         |          |
Phone       |            |           |         |          |

Hornblower: I appreciate your attempts to help, but the bottom line is this. If I send an email from Classic, my phone (the native Apple Mail app on the iphone), or the Xfinity website, that email shows up in the sent folder of each of those within a minute. However, it took almost ten minutes for it to show up in the Sent Items folder of new Outlook. Now that doesn't explain why some prior emails sent from old Outlook (which are present in the appropriate sent folders in old Outlook, my iphone email and Xfinity website) have never shown up in new Outlook. Other than deleting and re-adding my comcast account to new Outlook (which I have done already and which did not solve the missing sent email issue), is there any way to force new Outlook to re-sync all of my Xfinity sent emails? Is there some file(s) on my computer that I should maybe delete before trying to remove/re-add my comcast account to old Outlook.

 

[Hornblower409]

Sync to manually check for new mail and to send messages in Outlook - Microsoft Support

New Outlook Logs. Open a Windows Explorer to %LOCALAPPDATA%\Microsoft\Olk and look in the \logs subdirectory.

 

[asmarks47]

Pressing the Sync button does not seem to do anything at all.

 

[Hornblower409]

I am sorry but I'm stumped. All I can suggest is that you subscribe to this Microsoft Answers thread and hope that someone comes up with an answer.

Redirecting

 

[asmarks47]

After some more testing, I have come to the conclusion that for some reason, new Outlook struggles to sync with Xfinity sent mail. It is not clear if the issue is specific to certain emails, just a general problem, or both. Here's what I did to test:
1. Created a new folder ("Check") using the Xfinity webmail app
2. It took new Outlook over 10 minutes to show the Check folder
3. In the Xfinity webmail app I moved sent emails from 6/1/25, 5/1/25, 4/1/25 and 3/1/25 from the sent folder to the Check Folder. Some of these emails were the ones that never showed up in new Outlook
4. In new Outlook, the Check folder populated almost immediately with those moved emails. However, it did not simultaneously remove those emails from the Sent Items folder
5. After about 10 minutes, new Outlook removed some but not all of the moved items from the Sent Items folder, but interestingly left one sent email from 6/1/25; left one sent email from 5/1/25; left nine sent emails (out of 27) from 4/1/25; and left two sent emails (out of 19) from 3/1/25.
6. Waited another 20 minutes and hit the Sync button several times (which showed the status as "Syncing") but no change.
7. Went into the Xfinity account in new Outlook, hit Manage, hit Repair and repaired the connection. No change.
8. Went out to dinner, went to bed, checked the next morning, no change.
9. In the Xfinity webmail, moved all of the items in the Check Folder back to the Sent Folder. Confirmed that the Check folder is empty on Xfinity webmail.
10. In new Outlook, the Check folder still has a few items, but some but not all of the sent items repopulated in the Sent Items folder (seems that the same emails as before do not show up in the new Outlook Sent Items folder)

 

[isha singh]

If your sent emails are missing in the new Outlook, start by checking the Sent Items folder and making sure your account is syncing correctly. Sometimes filters or view settings can hide these emails without you realizing it. Also, double-check that the option to save copies of sent messages is turned on. On the manual side, you can run the Inbox Repair Tool (scanpst.exe) to fix any corrupted files or try clearing the cache and recreating your mail profile to get your sent emails back.

 

[Anderson897]

I'm facing the same issue in Outlook. I recently joined a new company called DigitalDriv as an SEO Specialist, and since setting up my business email there, I’ve noticed that some of my sent mails randomly go missing. They don’t appear in the "Sent Items" folder — even though the mails are actually delivered to the recipient.

So far, I’ve tried:

• Checking the "Save copies of messages in the Sent Items folder" option in settings
• Reviewing Outlook rules and filters
• Making sure the mailbox isn’t full
• Testing on web vs desktop version

Still no luck.
If anyone has faced and fixed this issue — especially with business or Exchange email accounts — I’d really appreciate your help.

Thanks in advance!

 

[Anderson897]

I'm facing the same issue in Outlook. I recently joined a new company called DigitalDriv as an SEO Specialist, and since setting up my business email there, I’ve noticed that some of my sent mails randomly go missing. They don’t appear in the "Sent Items" folder — even though the mails are actually delivered to the recipient.

So far, I’ve tried:

• Checking the "Save copies of messages in the Sent Items folder" option in settings
• Reviewing Outlook rules and filters
• Making sure the mailbox isn’t full
• Testing on web vs desktop version

Still no luck.
If anyone has faced and fixed this issue — especially with business or Exchange email accounts — I’d really appreciate your help.

Thanks in advance!

Just to clarify, I'm currently working at DigitalDriv, a digital marketing agency where we manage a lot of client communication daily, so this issue has been quite frustrating. Since I'm using a business email linked to Microsoft Exchange, I suspect it might be something server-side — but I’m still investigating.

If anyone has dealt with something similar (especially in an agency or corporate environment), would love to hear how you resolved it.


Thanks again!

 

[Anderson897]

Sync to manually check for new mail and to send messages in Outlook - Microsoft Support

New Outlook Logs. Open a Windows Explorer to %LOCALAPPDATA%\Microsoft\Olk and look in the \logs subdirectory.

I tried this method, but it didn’t solve my issue. The problem is with my company email from DigitalDriv — I gave this a try, but it didn’t work.

 

[Hornblower409]

The problem is with my company email

>> Testing on web vs desktop version
And you get the same results using either platform? i.e. Emails were sent but are not in Sent Items or any other client folder.

>> The problem is with my company email
Does this mean that emails sent from another account (not your company email) do not have this problem?

>> business email linked to Microsoft Exchange

Have you talked to your Exchange Admin about this problem?

Are you using a shared mailbox?
How to Save Sent Items in Shared Mailbox

 

[kevinj12]

I'm facing the same issue in Outlook. I recently joined a new company called DigitalDriv as an SEO Specialist, and since setting up my business email there, I’ve noticed that some of my sent mails randomly go missing. They don’t appear in the "Sent Items" folder — even though the mails are actually delivered to the recipient.

So far, I’ve tried:

• Checking the "Save copies of messages in the Sent Items folder" option in settings
• Reviewing Outlook rules and filters
• Making sure the mailbox isn’t full
• Testing on web vs desktop version

Still no luck.
If anyone has faced and fixed this issue — especially with business or Exchange email accounts — I’d really appreciate your help.

Thanks in advance!

Hey, I’ve had a similar issue before, and it turned out to be a sync problem with the Exchange server. You might want to try refreshing the mailbox connection or reconfiguring the account settings. If you’re using the desktop app, try setting up the account again or using the "Repair" option in Outlook settings. Hopefully that helps!