Outlook - Scrolling Issue

Anonymous
2017-05-11T15:46:39+00:00

Since the recent Office 2016 updates we have a number of users having an issue with scrolling through emails in Outlook.

Here's what happens;

User opens an email (or replies to an email).

Then the user tries to scroll to the top of the inbox (sorted by date order for example).

After dragging the scroll bar up to the top (via wheel or left click), the scroll bar jumps back down to show the 'active' email in the centre. Basically it keeps the view pane showing the last 'active' email in view.   

There's no way of cancelling the active email. The users have to keep clicking higher up the list, or press 'Home' on the keyboard to get to the top.  

We have re-installed/repaired 2016 install on multiple machines and it's only been happening since the recent updates.  

How do we resolve this? I'm thinking it's a new feature but it's causing a lot of issues.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows

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Anonymous
2017-06-07T21:53:38+00:00

The Outlook Team has pushed out a fix from the service.  Please restart Outlook and let me know if you see the issue persist.

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Anonymous
2017-06-07T22:31:18+00:00

Correct Luke, no patches are needed.  The change is purely on the service side.  Outlook will pick up the change from the service and react to it.

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  1. Anonymous
    2017-05-17T09:35:01+00:00

    Hi Alison,

    I'll try and roll back the updates on one of the machines - thanks!

    All updates are rolled out via WSUS so they would have received them at the same time.

    I've found out how to replicate the error every time. Can you try the following and see if you get the same results.

    From a folder in the inbox;

    Click the 'All' button 

    Select Arrange By > From

    Then open an old email and close it.

    Then go back to All > Arrange By > Date.

    Now when you try and scroll to the top of the Inbox (or the subfolder), the scroll bar flicks back to the 'old' email (that you just opened) and you can't seem to get to the top.

    I'll roll back the updates but can you replicate to see if it's a bug or a new feature?

    Thanks

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  2. Anonymous
    2017-05-17T09:10:27+00:00

    Hello Dave,

    Thank you for the information. I have checked the OffCAT result and there are two crash/hang errors. I have checked the related doucument and it seems that the issue is not related to these errors. I have done some tests in the same version of Outlook and didn't reproduce this issue.

    Please let me know if the 50 users update the Outlook client using the group policy at the same time. Do this symptom happen under all the folders or some specific folders such as the Inbox folder or archive folder or shared mailboxes? Could you please recording a short video about this issue and share the Onedirve link(Or other website) to me via the first private message? 

    Then, please find one problematic machine (Win 10) , revert to the older build of C2R version: April 11, 2017 update – 16.0.7870.2038 32-bit

    Steps:

    1.In Outlook, on the File tab, click Office Account.

    2.Click Update Options > click Disable Updates.

    1. Press Windows Key + R to open a Run dialog box. Type cmd.exe and then press OK.

    4.Enter the following command, and then press Enter.

    "C:\Program Files\Common Files\Microsoft shared\ClickToRun\officec2rclient.exe" /update user updatetoversion=16.0.7870.2038

    5.After the update is downloaded, if any Office applications are open, you are prompted that they need to close. Save your work and click Continue to close the applications.

    6.When the update is finished applying, start Outlook again.

    Please let me know if it works fine in this version.

    Looking forward,

    Alison

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  3. Anonymous
    2017-05-16T12:09:52+00:00

    Hi Alison,

    It seems to be the same with all instances. I've picked 2 at random and here are the version numbers;

    64-bit

    Version 1704 - Build 8067.2102

    32-bit

    Version 1704 - Build 8067.2102

    I'm now running OffCAT on Outlook on the 32 bit edition and I'll message you the results shortly.

    It seems like it might be a new feature of some sort? To keep the active (highlighted) email in middle of the main window after it's been selected.  

    Can you not replicate the issue yourself? We have around 50 instances with the same result.

    Thanks

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