I have a client running Exchange on Office 365 with all end users running Office 2013. One user is reporting that they will receive a new message notification and see the unread count in the navigation pane. However frequently they are reporting that it can take up to several minutes for the actual message to show in their inbox. I have configured their account on a test machine so that I can monitor and test without taking up their time. I have seen the problem happen at least twice and am at a loss for why this is happening. It is worth noting that before moving away from their on-site Exchange the user never reported this issue.

• Edited by cmarrier Thursday, August 13, 2015 5:25 PM

Does this user have a lot of Email Rules configured?  That would the first place I would look.  If they do have rules configured, maybe try disabling all the rules and see if the behavior still occurs.

Also check for any sync errors.  I could see a corrupt email message causing this behavior if Outlook keeps trying to download the message, then fails and downloads the rest of the emails.

• Edited by Corey Riley Thursday, August 13, 2015 5:43 PM

Hi,

I noticed that the issue happens to one specific user. Please confirm whether the issue happens in Outlook Online mode. Please click Send/Receive option to download the new messages to have a try. Create a new Outlook profile for this account.

Additionally, please reset View in Outlook to confirm whether there is any filter in the message view: tab View-> button: Reset View. Also try to disable any third-party add-ins in Outlook to check whether the issue persists.

Regards,