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A single user is not receiving emails

Your mailbox is full

Log into webmail using the login details provided to you when your email account was set up by iProperty. Delete any messages that have been stored on the server. This may be just a couple of emails with some large attachments, or you may find that there are hundreds of mail messages stored on the server.

If there are a lot of messages on the server you may need to change your Outlook settings to delete messages from the server earlier. This can be found in your Outlook account settings where you need to click on "More Settings" then the "Advanced" tab. Here you can change your days a message is left on the server to 5.

Message has been moved by email filters

Outlook has a filtering system which allows you to automatically filter mail into specific folders. To view any filters you have on your email go to Tools and Rules and Alerts.

In addition, Outlook has its own junk e-mail filter which may refile or delete messages (depending on your settings) it detects as 'junk'. Please check your Junk e-mail folder to see if your missing mail is stored there.

We recommend that you switch off the Outlook Junk E-mail filter:

  • Open Outlook and click on Tools
  • Click on Options and select the Preferences tab
  • Click on Junk E-Mail...
  • It is recommended that you set the protection level to No Automatic Filtering and untick the Permanently delete suspected junk email instead of moving it to the Junk Email folder option.
  • Click OK to save your options and to close the window

Outlook may have auto archived your mail

  • The auto archive facility in Microsoft Outlook is switched on by default.
  • It will attempt to auto archive your mail every 14 days.
  • It should ask you before archiving but you may have clicked 'Yes' to auto archiving without realising it.
  • To find out where Outlook has auto archived your mail to:
    1. Go to Tools and Options
    2. Select the Other tab
    3. Click on the AutoArchive button
    4. Make a note of the filepath and name where it says Move old items to:
  • You can then re-import the messages into your account by going to File and Import and Export
  • You may wish to turn off the AutoArchive facility so the same problem does not happen again.

Outlook may be working Offline

If you access Outlook or Internet Explorer while disconnected from the Internet your setting may have been changed to Work Offline. If you reconnect to the network this setting is not always set back to Work Online, as a result you need to do this manually.

  • Open Microsoft Outlook and go to the File menu
  • Expand the menu
  • If there is a tick next to Work Offline, click on it to remove the tick
  • You should now be online and in the bottom right hand corner it should say Connected
  • IMPORTANT! DO NOT store copies of emails on the server for more than 14 days. This setting must be applied to every device used to receive emails. For advise on how to remove duplicate messages from the server refer to your email client.
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