SourceOne Offline Access: Outlook lookup search functionality in folder views does not work when Offline Access is enabled.

Summary: Outlook lookup search functionality in folder view does not work when Offline Access is enabled.

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Symptoms



Outlook has a lookup feature to quickly search for items in the folder views.
When a folder view is sorted by senders or recipients, you can type a name and Outlook will quickly select the emails as you type.
For example, typing "Mave" it would select the emails for user Maverick.

This functionally is broken when using Offline Access and emails are shortcut.

In the example below we can see how the feature works normally if a user types "Moni" to find Monica in a view:

M > Maria's email is selected
O > Moira's email is selected
N > Mona's email is selected
I > Monica's email is selected.

If the Offline Access client is installed and shortcut emails are selected during the lookup, this functionality won t work correctly and the following behaviour may occur:

M > Maria's email is selected (non- shortcut email)
O > Moira's email is selected (Shortcut email and at this point the lookup search resets) 
N > Navila's email is selected (non-shortcut email)
I > Nina's email is selected. 

Cause

As Outlook selects those emails the Shortcut mechanism is triggered and that breaks the lookup search.

Disabling Offline Access the functionality works again as shortcut retrieval is not triggered if a shortcut email is selected during the lookup.

Resolution

There are no plans for a fix as the issue occurs due to the speed at which shortcuts are returned to the client. 

Additional Information

In some occasions the Lookup may work if the user types the characters slowly but it depends how fast the Shortcut mechanism is able to retrieve the shortcut messages. This means that if the messages are not cached by Offline Access and network is slow or messages are big, it is very unlikely that the feature works even if the user types slowly. There are too many variables involved to determine a valid workaround.

Affected Products

SourceOne Email Management

Products

SourceOne, SourceOne Email Management, SourceOne Offline Access
Article Properties
Article Number: 000055708
Article Type: Solution
Last Modified: 26 May 2025
Version:  4
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