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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 features that help users manage their subscriptions, account settings, and billing information.
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The Outlook Team has pushed out a fix from the service. Please restart Outlook and let me know if you see the issue persist.
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.
Hi Brook,
I believe there may be some confusion regarding what types of actions trigger this scrolling issue. I can personally vouch that my inbox stays on 'Arrange by Date' 100% of the time, yet I've had this issue now for 2 months and through at least 3 different Office 365 updates.
To trigger the behavior on my Outlook -- as well as multiple others in my organization -- all you have to do is perform a search in the inbox, select an email to preview (preferably an older one), hit the X to close the search results and then try to scroll back up to the top of the inbox. The scrollbar will return to the item that was previously selected from the search results. Selecting another email in close proximity to the one originally selected simply makes that email now the email of focus when using the scrollbar and trying to scroll back up. Either hitting the Home key, hitting Page Up as many times as it takes to get back to the top of the inbox or restarting Outlook are the only ways I've figured out to "clear" the bug. Switching between different folders or even mail accounts doesn't resolve the bug either. When returning to the inbox, the same email selected from the previous steps is still highlighted and the vertical scrollbar will not allow you to change away from that email.
One other interesting thing of note that I've discovered. Our organization has a couple of old POP3 email domains that get delivered into our Office 365 Online Exchange accounts. It's essentially an in-house solution to Office 365 Connected Accounts, just without the having to wait once an hour for mail to sync up. Anyway, selecting an email sent to the non-Exchange email address does not result in the bug when closing the search X. Closing one of these emails results in the correct behavior of closing the search results and returning the email of focus to whatever was selected prior to performing the search.
Hope this helps.
Regards,
Jeff
Hi Brook,
I believe there may be some confusion regarding what types of actions trigger this scrolling issue. I can personally vouch that my inbox stays on 'Arrange by Date' 100% of the time, yet I've had this issue now for 2 months and through at least 3 different Office 365 updates.
To trigger the behavior on my Outlook -- as well as multiple others in my organization -- all you have to do is perform a search in the inbox, select an email to preview (preferably an older one), hit the X to close the search results and then try to scroll back up to the top of the inbox. The scrollbar will return to the item that was previously selected from the search results. Selecting another email in close proximity to the one originally selected simply makes that email now the email of focus when using the scrollbar and trying to scroll back up. Either hitting the Home key, hitting Page Up as many times as it takes to get back to the top of the inbox or restarting Outlook are the only ways I've figured out to "clear" the bug. Switching between different folders or even mail accounts doesn't resolve the bug either. When returning to the inbox, the same email selected from the previous steps is still highlighted and the vertical scrollbar will not allow you to change away from that email.
Jeff
I am echoing what Jeff is saying here...I have a couple clients as well that are doing the scroll issue and Arrange by Date is used 100% of the time, it's only activated when searching for an old email. Then Home key is the workaround we have found select the top most email.
I can say the new updates pushed this week have helped with this issue. Since upgrading I have not experienced any issues with scrolling. Now the print feature for the calendar is off. The font text and layout for the time slots are at a 5 font. I am unable to edit this. But you fix some, you lose some.