Search results disappear one-by-one when clicking a message in New Outlook for Mac — how can this be escalated?

Good day Ramesh, 

Just to gently clarify before going any further, this forum is separate from Microsoft Support. Because this is a user-to-user support forum, I don't have access to individual accounts, cannot investigate account-specific issues and cannot escalate cases directly. 

The link you shared is from an older thread that was posted quite some time ago, so the information may no longer be entirely accurate. Additionally, since you haven't specified the troubleshooting steps you've already tried, you may refer to the steps below: 

Make sure your operating system and Outlook app are fully updated to the latest version.    

Step 1: Narrow the search scope 

Narrow the search before opening a message 

Select the search box in New Outlook. 

Select Filters. 

Specify the folder or archive location. 

Add a sender, subject, keyword, or date range. 

Run the search again. 

Open one of the returned messages and check whether the remaining results stay visible. 

Step 2: Reset the affected account in Outlook 

Open New Outlook > Select Tools > Select Accounts. 

Select the affected Microsoft 365 account. 

Select Manage at the bottom of the window. 

Select Reset Account. 

Allow Outlook to synchronize the mailbox again. 

Repeat the search after synchronization has completed. 

Step 3: Reinstall Outlook app 

You can follow this article to uninstall New Outlook: Uninstall Office for Mac | Microsoft Support 

Then reinstall New Outlook from the App Store and test the issue again. 

If the issue continues and you would like Microsoft to investigate it further, I recommend that you contact your organization's IT administrator and ask them to open a support request through the Microsoft 365 admin center > Support > Help & Support. The administrator can provide the issue description, troubleshooting steps already completed and any relevant screenshots. 

Note: In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support  

A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis.    

If contacting your IT administrator isn't an option, you can submit the issue through the Outlook (new) · Community feedback portal. After submitting your feedback, feel free to share the feedback link here. I will gladly upvote it to help increase visibility and other community members experiencing the same issue can also add their feedback. The more feedback they receive on this issue, the more likely it is to be addressed. 

If you have any questions or need further support, please don’t hesitate to reach out at any time. 

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