New Outlook Preview Pane is not functioning for shared mailbox items

Sam Lee 20 Reputation points
2026-07-31T08:45:15.1333333+00:00

Hello,

New Outlook is demonstrating a bug we've discovered this week whereby shared mailbox items do not preview correctly. Attempting a single-click on these items will look to load up the message, including a Copilot offer to summarise the email, then fail, with either an error saying "Your message can't be displayed right now. Please check your network connection and try again later", or simply revert to a blank pane. User mailbox items appear to be fine, this is exclusive to shared mailbox items.

Current workarounds include double-clicking on the item, which opens it successfully in a new window, or reverting to Classic or OWA Outlook, as they do not suffer from this. A less-than-ideal other workaround is to select "Show only selected message" under Reading Pane > Message Organization, in Settings. For reference, my work device (which is also affected) is currently running the following New Outlook version, with no pending updates.

Microsoft Outlook Version: 1.2026.713.100

Client Version: [Moderator note: Personally Identifiable Information removed]  

WebView2 Version: 150.0.4078.105 (Stable)

Session ID: [Moderator note: Personally Identifiable Information removed]  

After receiving reports of this initially, I have not come across any user or device in our organisation that isn't affected by this. To rule out company-enforced settings or policies, I have signed into New Outlook on an off-domain device and I see the same behaviour.

Please see other forum posts I have seen that look to describe the same behaviour, occurring over the span of years. This looks to be an as yet unresolved problem, but I wanted to either find an answer or add to the cries of those who are looking for a fix to this capricious error.

https://learn.microsoft.com/en-us/answers/questions/4745091/new-outlook-not-displaying-message-previews-even-t

https://learn.microsoft.com/en-us/answers/questions/5758238/new-outlook-not-loading-shared-mailbox-previews?utm_source=chatgpt.com

Finally, please see attached a screenshot of my issue. To be clear, this is from a single-click of a mailbox item.

1

Many thanks!

Outlook | Windows | New Outlook for Windows | For business
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Answer accepted by question author
Anonymous
2026-07-31T10:04:15.0766667+00:00

Hi @Sam Lee,

First of all, thank you for taking the time to document the issue so thoroughly and for sharing the related threads, version information, troubleshooting results, and screenshot. 

Based on your description, this does not appear to be an isolated client-side issue. In fact, after reviewing the threads you referenced, I've also noticed several recent reports from July 29-30, 2026 where users describe very similar behavior with shared mailbox message previews in New Outlook. A number of those users indicated that common troubleshooting steps such as reinstalling New Outlook, recreating profiles, or removing and re-adding accounts did not resolve the problem, which may suggest that the issue is occurring on the service side rather than being specific to individual devices. 

At the moment, unfortunately, I am not aware of any official Microsoft statement or published advisory acknowledging this as a known issue, even though the reports you've shared, along with similar recent community feedback, suggest that it may be affecting users across multiple tenants rather than a single environment.

Given this, I would strongly recommend reporting the issue through the Microsoft 365 Admin Center > Service Health. Doing so allows Microsoft to gather more reports from affected customers, helping the engineering team better understand the impact of the issue, identify common trends across environments, and conduct a more effective investigation.

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In addition, if this issue is having a significant impact on business operations and requires more immediate attention, I would recommend opening a Microsoft Support ticket. This will allow you to work directly with a support engineer who can focus on your specific environment and provide targeted guidance while the issue is being investigated further.

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Note: If you're not a Microsoft 365 administrator, please reach out to your administrator and ask them to perform these steps on your behalf.

Thank you again for bringing this to the community's attention. Reports like yours are valuable because they help establish whether an issue is isolated or affecting a broader set of customers. If you receive any updates from Microsoft Support, please feel free to share them here, as they may help other users experiencing the same behavior.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  1. Sam Lee 20 Reputation points
    2026-08-04T07:48:55.77+00:00

    If anyone will find this useful, this issue seems to be slowly resolving across our organisation without us implementing any forceful change, so I can only chalk this up to an updated new outlook version rolling out and correcting it.

    Thanks.

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