Outlook Error: "Unable to Expand the Folder" on Outlook for Windows

Overview

Learn how to resolves issues when receiving the "Unable to expand folder" error in Outlook.

Environment

Outlook, Windows

Troubleshooting/Resolution

Create new Outlook Profile:

  1. In search field next to Start button, search for Control Panel.
  2. Change View by in top right corner to Small icons.
  3. Find and click on Mail (32-bit).
  4. Click on Show Profiles...
  5. Click the Add... button.
  6. Type new profile name, (ex. Test) and click OK.
  7. The personal JMU email should auto-fill the information. If not, enter the name, personal email address, and personal eID password.  Click OK.  (Note: If you see a message asking to Allow or Deny, choose Allow.).
  8. Click Next and then Finish.
  9. Click on radio button Prompt for a profile to be used.
  10. Click Apply and OK.
  11. Close and reopen Outlook.
  12. At Outlook startup, choose name of new profile (e.g. Test).
  13. Click File tab.
  14. Click Add Account button.
  15. Enter shared mailbox name, shared email address, and personal eID password.  Click OK. (Note: If you see a message asking to Allow or Deny, choose Allow.)
  16. Click Next and then Finish.
  17. Close and reopen Outlook.
  18. At Outlook startup, choose name of new profile (ex. Test) and click OK.
  19. Click triangle next to the shared mailbox name in left navigation pane to expand and view sub-folders. Click on Inbox to view messages.
  20. May take 1-2 minutes for Outlook to load messages from shared mailbox.

If issue does not appear in new profile, repeat steps 1-4 to permanently use new profile

  1. In Show Profiles menu, click on radio button Always use this profile and choose name of new profile (Test).
  2. Click Apply and OK.
  3. Close and reopen Outlook.
Additional Information or Notes

For additional questions, you can contact the IT Help Desk at 540-568-3555 or at helpdesk@jmu.edu.

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