You’re seeing the message There are More Items in This Folder on the Server when your client app can’t show everything that exists on the server for a mailbox folder. The wording varies a bit by app, but the behavior usually points to incomplete synchronization, indexing/search issues, or a client-side cache mismatch.
This guide treats the message as a symptom, not a root cause. You’ll learn what it means, the most frequent triggers, and a set of fixes that work across Outlook for Windows, Outlook for Mac, and iPhone/iPad (iCloud Mail), plus a section for WebDAV/network-folder scenarios.
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If you need a quick win, start with the quick checks. If the message keeps returning for the same folder, move through the platform-specific steps in order.
What the message actually means
When an email or data client opens a folder (Inbox, Sent Items, a shared folder, or a custom folder), it typically builds a local view from server-side content. The message indicates that the server has more items than the client currently knows about for that folder.
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That mismatch can happen when the client:
- Has a partially downloaded cache (not fully synced)
- Has a stale index/search catalog
- Is filtering items due to an active rule, view restriction, or offline setting
- Has an account/profile corruption
- Is hitting a server-side limitation (throttling, mailbox quota, or a transient server issue)
Most common causes
In real-world support cases, these are the usual culprits:
- Cached mode is out of sync (Outlook for Windows/Exchange setups)
- Search index is broken (especially after upgrades, large mailbox moves, or abrupt shutdowns)
- Offline/new profile not fully initialized (Outlook for Mac and mobile email clients)
- Folder rules or views hide items (e.g., sorting/filtering in UI, search folders, or custom views)
- Shared mailbox permissions changed (server has items you can’t view yet in the client cache)
- WebDAV/network folder caching showing a partial listing
Quick checks before deeper troubleshooting
These take 2–5 minutes and often resolve the issue without any heavy repair.
- Confirm the message is tied to one folder or all folders. If it’s only one folder, the problem is usually server-side filtering, a stuck sync job, or a corrupted local view for that folder.
- Try switching the folder type. Open another folder (e.g., Inbox vs Sent Items). If only one shows the message, you can narrow the scope fast.
- Force a fresh refresh. In Outlook, use the refresh behavior (or close/reopen the app). In email apps on iPhone/iPad, pull down to refresh where supported.
- Check for active filters. In Outlook views, verify you’re not using a restricted view, search scope, or folder view that hides items.
- Confirm connectivity. If you’re on VPN or a captive network, temporarily switch networks and test again.
Fixes for Outlook for Windows
Outlook for Windows (especially Microsoft 365 / Exchange accounts) uses local caches (.ost) and sometimes a Windows search index. The goal is to force a clean sync, refresh the view, or rebuild the broken index.
Rebuild the Outlook search index
If the folder count looks wrong only when you search or use search-based views, a broken index is a top suspect.
- Close Outlook.
- Open Control Panel > Indexing Options.
- Click Advanced.
- Under Troubleshooting, click Rebuild (may take time on large mailboxes).
- Reopen Outlook and wait for index/search to catch up.
Gotcha: Rebuilding can take hours on large mailboxes. Don’t repeatedly rebuild; let it run.
Download the full folder contents
For Exchange and Microsoft 365 accounts in Cached Exchange Mode, Outlook can limit what it downloads.
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- In Outlook, go to File > Account Settings > Account Settings.
- Select your Exchange/Microsoft 365 account and click Change.
- Click More Settings.
- Go to Advanced.
- Under Mail to keep offline, set a larger period (e.g., All if available, or increase to a year).
- Click OK, then Next and allow Outlook to sync.
If you recently reduced offline storage to save disk space, this message often appears.
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Repair the Office data file (PST/OST) context
If Outlook is otherwise unstable (random missing items, repeated folder mismatch, or frequent sync errors), the mailbox cache may be damaged.
- Close Outlook.
- Open the Inbox Repair Tool (scanpst.exe). You can find it in your Office installation folder (often under something like
C:\Program Files\Microsoft Office\root\Office16\scanpst.exe). - Select your .pst or the relevant data file (note: Exchange uses .ost; scanpst typically targets PST files, so use this only when applicable).
- Run the scan and follow repair instructions.
Gotcha: For Exchange cached mode (.ost), the more common approach is a cache reset or profile recreation (see advanced steps later).
Update Outlook and Windows
Client bugs can cause partial listings and failed sync. Make sure you’re not on a known-bad build.
- In Outlook, go to File > Office Account.
- Under Product Information, choose Update Options > Update Now.
- On Windows, open Settings > Windows Update and install all pending updates.
Check cached mode and offline settings
Sometimes Outlook is working offline longer than expected or cached state didn’t update.
- In Outlook, look for a Send/Receive indicator (toolbar) and trigger Send/Receive All Folders.
- Confirm Work Offline is not enabled (check under the Outlook status bar or in Send/Receive settings depending on version).
- Toggle Cached Exchange Mode off and back on if you’re comfortable changing Exchange settings; then restart Outlook to force a full resync.
Fixes for Outlook for Mac
Outlook for Mac relies on its local cache and background syncing. When a folder shows incomplete content, you typically need a full resync or a fresh account profile.
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Sync the folder by forcing a refresh
- Quit Outlook.
- Reopen Outlook and wait for it to finish syncing.
- Open the affected folder and verify whether the item count grows after a few minutes.
- If it remains stale, proceed to the profile fix.
Recreate the account profile if sync is stuck
If only one folder is perpetually incomplete, a profile-level issue is common.
- In System Settings, ensure your macOS date/time are correct.
- In Outlook, remove the affected account (account settings vary by Outlook version).
- Add the account back using the standard Microsoft 365/Exchange sign-in flow.
- Let Outlook rebuild local data; watch whether the folder fully populates.
Gotcha: Removing an account will remove local cached data. Make sure you don’t need offline copies that exist only on the Mac.
Update macOS and Outlook
Client sync issues can be fixed by platform updates.
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1Fix the driver behind crashes, sound loss and screen glitches2Repair Windows errors before they cause bigger problems3Scan for outdated or missing drivers - takes under a minute- On macOS: System Settings > General > Software Update.
- In Outlook for Mac: update Outlook from the Microsoft AutoUpdate tool or Mac App sources, depending on your install method.
Fixes for iCloud Mail on iPhone and iPad
On iOS/iPadOS, the message usually indicates the Mail app’s local cache for the iCloud Mail folder isn’t fully updated.
Verify the account is still set to Mail
- Open Settings > Apple ID > iCloud.
- Make sure Mail is enabled for iCloud.
- Open the Mail app and refresh the account.
Toggle cellular/Wi‑Fi and restart the app
- Switch off Wi‑Fi and test on cellular (or vice versa).
- Close the Mail app completely (swipe it away in the app switcher).
- Reopen Mail and pull to refresh the folder.
Remove and re-add the account
If only one folder is persistently incomplete, re-initializing account sync often fixes it.
- Go to Settings > Mail > Accounts.
- Select the iCloud (or relevant) account.
- Disable the Mail toggle, wait 30 seconds, then re-enable.
- If that doesn’t work, fully remove/re-add the account via the same screen (wording depends on account type).
Fixes for folders accessed via WebDAV or network shares
If you’re not using an email client—e.g., you browse a server folder over WebDAV or a network mapping—the message usually indicates a partial server listing or client-side caching.
Clear cached credentials and remap the drive
- On Windows, open Control Panel > Credential Manager.
- Remove the saved credentials for the affected server.
- Reconnect the WebDAV/network path and re-authenticate.
Check permissions and server-side filters
- Confirm your account still has access to the full set of items in that folder.
- If your server uses rules (retention, archival, ACL inheritance), validate that the folder isn’t returning partial results to your user.
Advanced troubleshooting
If the quick fixes don’t change the behavior, you’re dealing with either a corrupted client cache, inconsistent sync state, or a server constraint.
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Confirm the folder is fully synced (server vs client)
Use a second client to compare.
- Sign in on the web version of your mailbox (for Microsoft 365/Exchange) and check the folder item count.
- If the web view shows all items but the client doesn’t, the issue is client-side (cache/index/profile).
- If both show fewer items, the issue is server-side filtering or a permission change.
Test a new mailbox profile / new Windows user
This is one of the fastest ways to separate “account problem” from “machine problem.”
- Create a new Outlook profile (Outlook for Windows account settings typically allow profile creation).
- Alternatively, sign into Windows with a new user account and test Outlook there.
If the new profile works, your original profile or local cache is likely damaged.
Capture the exact folder path and mailbox type
When you contact support, include these specifics:
- Mailbox type: Exchange Online (Microsoft 365), Exchange on-premises, IMAP, iCloud
- Folder path: e.g.,
Inbox,Sent Items, or a shared folder name - Where it appears: Outlook app, mobile Mail app, or a WebDAV browser
- Time of occurrence (include timezone)
Correlate with server status and quotas
Server-side throttling and quota pressure can delay sync for large folders.
- Check Microsoft 365 service health (for Microsoft 365 mailboxes) for incidents around your reported time.
- Verify mailbox quotas/usage and whether the account is near limits.
Common mistakes that make it worse
- Repeatedly forcing sync while the client is mid-download (you can extend the mismatch window).
- Changing offline settings repeatedly (e.g., bouncing Mail to keep offline between values).
- Rebuilding indexes multiple times without letting the rebuild complete.
- Assuming the server is wrong when the web client shows complete content—this points to a local cache/index issue.
When nothing works: the fastest escalation path
If you’ve tested another client (web vs desktop vs mobile) and confirmed a consistent mismatch, escalate with evidence.
Collect: affected folder name/path, mailbox type (Exchange Online vs IMAP vs iCloud), client versions, and timestamps. For Outlook for Windows, also include your Outlook build and whether Cached Exchange Mode is on.
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FAQs
Why does the message appear only after opening a shared folder?
Shared folder permissions or delegation changes can leave the client cache out of date. Validate access in the web mailbox first; if web shows full content, recreate the client profile/cache.
Does this mean emails were deleted or lost?
Not necessarily. The most common pattern is client-side partial sync. If the web client shows all items for the same folder, emails are still present on the server.
Will rebuilding the index delete my emails?
No. Rebuilding the search index recreates local search catalogs. Your mailbox content remains on the server, though the client may take time to reindex.
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It depends on mailbox size and network conditions. If you set Outlook to download more (for example, increasing Mail to keep offline to a year or All), expect a longer initial sync and item “population” delays for the affected folder.
What if I’m using an IMAP app instead of Outlook?
IMAP clients can still display partial lists if offline/cache settings or folder subscriptions are limited. Compare with the provider’s webmail, then check IMAP synchronization scope and folder subscription settings in the app.
Bottom Line
The message There are More Items in This Folder on the Server almost always comes from a mismatch between what the server holds and what the client has cached or indexed. Start with refresh and filter checks, then move to cache/index resets in the right client for your platform.
If the web mailbox shows everything while your client doesn’t, you’re looking at an Outlook/phone cache or profile issue. Use the comparison method to avoid wasted time and escalate with the right diagnostics when needed.
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