can't delete folders - insufficient permission

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As of this evening, I am no longer able to delete folders/subfolders in my inbox.  I get the message :

"Warning: Mail folder "INBOX.Trash.Cast" could not be created (maybe due to insufficient permission on parent folder INBOX.Trash or due to an invalid folder name)"

I have tried this with several folders, but not all, and receive the same response.

I'm using Outlook 2010, which delivers a similar message if I try to delete from there.

Thanks in advance.

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Rob2710

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Posted 5 years ago

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Mike F., Alum

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Hi Rob2710,  Can you tell us if your Outlook is configures with POP, or IMAP settings?

Also, if you log directly into the webmail using the link at the top of www.homestead.com does the web client allow you to delete folders?  If so then it's most likely an outlook configuration setting causing the problem.

Mike
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Rob2710

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Hi Mike -

Thanks for your response.  No, I can't delete folders either from Outlook or the web version of the mailbox.  My outlook is configured with IMAP settings.

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Mike F., Alum

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We may have to log in from this end and do some troubleshooting. Is there a particular folder that you know is ok to be deleted?  We may have to try and delete one from our end but don't want you to lose anything important.

Mike
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Rob2710

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If there's a way we can do it without you logging in that would be my preference.
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Mike F., Alum

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Rob2710,  Can you confirm? Is this the same error you are getting on your end?



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Mike F., Alum

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I don't think this error is account specific, so we should not need to log in, at this time.

Mike
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Rob2710

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that's the one
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Mike F., Alum

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OK.. Thanks.  I'll need to do a little research. I'll try to get this resolved as soon as I can.

Mike
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Rob2710

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Thanks Mike.
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Mike F., Alum

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Hi Rob2710,  Can you tell me if this happens on all of your email accounts, or is it a specific address?  If it's all emails, which domain name are they associated with?

Mike
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it seems to just be the inquiries@peppercorntravel.com account.
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Mike F., Alum

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Hi Rob2710,  I'll keep you posted as soon as I get more information back. I had to escalate this. As the error states there is some sort of permissions problem and I'll need our email admins to look at this.

Mike
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Rob2710

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Great, thanks Mike.  Obviously if you need to log in from your end, it's not my preference but getting it fixed is priority.


Thanks again.

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Mike F., Alum

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You're welcome.
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Rob2710

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Checked this morning and I seem to be able to delete folders again.  Not sure if this was your doing, but thanks - we seem to be okay now. 
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Mike F., Alum

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Yes, I just got done checking the ticket and it was fixed late last night.  If you notice anymore email accounts that can't delete specific folders let us know. Thanks!

Mike

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Rob2710

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Hi Mike -

The problem has returned.  Same as last time.  Let me know if you need more info, and thanks in advance.

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What is the name of the folder that needs deleted?  There's probably another permission setting that needs fixed. Do you want our email admins to just delete it for you?
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Bill5099

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Mike-
greetings.

i am getting the same exact error message. only in one of my 2 accounts though.(bjarema) all of a sudden i can delete contents of folders but can not delete folders.

curious to know if this was solved or if this is an ongoing problem? anything i can do on my end? 

for now, i can simply delete the contents of the "unneeded" folders and call them empty 1, 2 and 3 etc. but it is a little annoying and i am concerned there is other "permission" stuff going on i need to know about. (e.g. i need permission to edit my site, go to the bathroom etc)

thx 

bill
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Mike F., Alum

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I believe they found a problem but it's still being worked on. If you want to reply back and tell me specifically which email address and which folders you want deleted, I can have them delete the folders for you hopefully this will provide them with more information to fix the problem.

Mike
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Bill5099

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i spoke with John this morning about this and the domain expiration surprise issue. he said they are aware and it will eventually resolve itself as most of these issues eventually do. if it doesn't and i have numerous empty folders hanging around i may follow up-otherwise i would prefer to leave my account untouched until they figure it out. let sleeping dogs lie i always say. 
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Mike F., Alum

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OK.  Just let us know which folder you want deleted if necessary. Thanks

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Rob2710

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Hi Mike -

I was wondering if there was any update to this issue.  Would you mind letting me know - it's kind of a nuisance not being able to delete the folders I need to, when I need to?

I'm not really interested in relying on something going in and deleting them for me, so a proper fix would be much appreciated.

Thank you!

Rob

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Bill5099

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amen.
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Mike F., Alum

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Rob2710,

I did learn from our email admins that this is some sort of platform issue, so it's not something that can be fixed at the account level. I was informed that there is some sort of programming change that must be implemented on the OX system but I unfortunately I don't have an ETA. 

I understand that this is a nuisance. If you have any email folders that you really need deleted you are welcome to tell us which ones and we can see if our email admins can remove them for you.  Just make sure you've removed any contents from them that you need to save.

Mike
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Rob2710

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hi mike -

I would like to be able to delete some folders please - ideally on my own.

Let me know how this is coming along please

rg

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Hi Rob2710,   sorry I still don't know when this will be resolved, but if you would like to tell us which folders you want deleted our email admins can do that for you.

Mik e
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Rob2710

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aTO DELETE1

aTO DELETE2

aTO DELETE3

aTO DELETE4

aTO DELETE5

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thanks.  I'll pass this along immediately.
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Bill5099

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just a follow up. happened to notice 2 things upon logging in just now: a) the folders i could not delete and renamed "empty 1, 2, 3" etc are gone. (someone must have been snooping around in my account? a little unsettling i should say) and b) i was just able to delete 2 folders and not 1 other. very strange. they were all created around the same time so i don't know what is so special about some folders that they can't be deleted and others that can be. 
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Rob2710

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Hi Mike -

I'm trying to remain as patient as possible with this, but it's important you understand how frustrating this has become.  I realize there's only two of us reporting this (on this forum, at least), but it's ludicrous that something as simple as deleting an unwanted folder is still without a fix.  Here are some updates to my email issues:

- The folders (aTO DELETE numbers 1-5, listed above three weeks ago) have not been deleted, as you said they would be

- Additional folders continue to report the same error

- I now have folders that HAVE been deleted that remain visible when working through outlook.  This is really weird, and not sure if this is a different issue entirely.

I posted on this issue 3 months ago.  Please fix it.


Thanks,

Rob


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Drew N, Alum

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Hi Rob2710,

We are sorry about this, I just pulled up the ticket and the mail admiins reported that they had corrected the issue.  Are you still not able to delete those folders?  I will have to escalate it if you are still unable, to try to speed the resolution.

Thanks

Drew
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Bill5099

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i am still not able to delete folders. there is only one right now b/c i have been renaming them as i need to. it does appear that this only related to newer folders-when i say new, i mean folders that were created since the migration. i believe this b/c i accidentally deleted a folder i knew to be "pre-migration" and it did delete it(i simply moved it back) i hope that helps. again, its more of an annoyance-perhaps that's why not so many ppl are complaining-but it should be fixed and it concerns me when folders are missing. maybe a tech went in and simply deleted the "empty" folders and told you it was fixed when in fact its not? who knows.
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Drew N, Alum

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I am sorry about this.  I have escalated it and added your comments.  I have also added Mike and I for immediate notification on activity, so if we need more information we will ask as needed.

Thanks

Drew
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Rob2710

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Hi Drew -


Thanks for your response.  It is not every folder (some I am able to delete), but those listed above (aDELETE1, etc) are still responding with the insufficient permissions error.


Thanks in advance for your help.

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Drew N, Alum

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Yes, I saw your comments and relayed them to the mail admins.  We will let you know what they say. 

Drew
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Drew N, Alum

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Hi Rob2710,

Are the folders you wish to delete, empty?  If not, can you delete all the messages and try to delete the folder?  Our mail people said they created a new folder and moved the emails from one folder to the new folder and were then able to delete the old folder.

The folder was KD, and all the messages are in KD_OLD.  You can re-create the KD folder and move the messages back and then see if you can delete KD_OLD.  Was KD a pre migration folder?

Thanks

Drew
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Bill5099

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i assume u r talking to Rob, but on my end emptying is exactly what i'm doing. in fact, i name the folders empty1, 2, 3 and so on. emptying them makes no difference. the issue is we do not have "permission" to delete them. whatever that means. 
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Rob2710

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Hi Drew -

I don't have the issue with every folder.  I'm able to delete some folders, regardless of whether they're one year or one week old.  It's just some that return that error message.


It seems I'm actually doing exactly what Bill's doing - emptying the emails from the unneeded folders, then renaming them to keep them distinct; and, yes, even when empty, the permissions error is returned.


In answer to your question, the KD folder was pre-migration.


Thanks for your efforts,

Rob

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Rob2710

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I should add that I just created a new folder, "KD", moved the emails from "KD Old" over to it, and then tried to delete "KD Old".  I get the same error message.

You can now add "KD Old" to your list of folders I need deleting :)

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Drew N, Alum

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Ok, I will need to log into your email for a few minutes.  This will prevent you from accessing the box, but I won't be long.

Thanks

Drew
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Drew N, Alum

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Ok, I am out now.  I have what I needed to pass on to the mail admins.

Thanks

Drew
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Drew N, Alum

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Good morning Bill5099,

I am going to take a look at yours now.  This will make your mail box inaccessible for a short time.

Thanks

Drew
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Drew N, Alum

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Ok, Bill,

I have what I need from your account as well.  I'll let you both know what I find out.

Thanks
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Drew N, Alum

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Ok Rob,

They are telling me that they have created and deleted several folders on the mailbox.  Can you see if it seems to be working now?

Thanks

Drew
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they sent me an email yesterday and created 3 folders. i did not want to touch them so i left them. i just created a new folder called "mydeletetest". it can not be deleted so no such luck unless they are talking about Rob? 

one of their emails says "Please do not reply to this email. If you have any questions, please
update your Support Console.

Technical Support
Your Web Hosting Provider"

i have no idea what that means. 
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Drew N, Alum

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Yes Bill, they were asking about Rob.  I still have yours in progress.
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Rob2710

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Hi Drew -

Still can't delete those folders.  I want to reiterate that this doesn't happen with every folder, but, if you're looking to examine some that do respond with the error, those labeled "aTODELETE..." are undeletable for me.

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Drew N, Alum

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Ok, I am going to go back in your mail box for a couple of minutes.  You will get kicked out if you are in.
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Rob2710

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how strange.  I'm going to delete/re-sync using outlook.  Can you do me a favour in the meantime, please, and delete the screenshot above (confidentiality agreements).

Thanks!

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Drew N, Alum

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Done.
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This is really strange.  When I log onto the webmail, there folders are gone, but they were showing up in Outlook.  I just deleted the account from Outlook and reconfigured.  Everything was 'successful', but the folders are STILL there!

However, we may be inching closer to the problem.  I have just looked on my laptop (which is a Mac - the desktop is a PC), and everything is fine there.  Same for my mobile devices (iPhone and iPad, if that's relevant), so I'm guessing this is an issue just with my PC Outlook account?  Any thoughts?

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Hi Rob2710,   The folders that are appearing in Outlook but not webmail could possibly be local folders, stored only on the pc.   What happens if you try to delete them in Outlook?  If it gives you an error, can you let us know what the error is, and then also include screenshots of both Outlook, and webmail so we can show the email admins the difference and what is happening on your end.
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Rob2710

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Hi Mike-

The error is the one originally reported (and yes, still getting it):


Please note that this Outlook error seems to coincide with the webmail error (the one you posted a screenshot of above).

And here are respective screenshots of Outlook and Webmail (redacted some client names that need to remain confidential):






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Rob2710,  Thanks for the screenshots.  Regarding the folders that you can't delete, do you recall if you created those in Outlook, or when using the web client?   

Also, to help us determine if this is an Outlook issue, or something else, would you be willing to configure the email account in another email client  such as Thunderbird and see if you get the same folder/deleting problems? Mozilla Thunderbird v24


Thunderbird download link
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Hi Mike -

I have a Microsoft 365 subscription, so I downloaded that on this PC.  The "aTO DELETE..." folders were there, but I was able to delete them.  Hopefully this will be an end to my issues.

Thanks,

Rob

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Thanks for the follow up! 
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Bill5099

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i know this all has nothing to with me directly, but i thought i would add that i dont use any other email client other than the one we are dealing with. no Outlook or nothing of the sort. just my 2 cents if it helps at all.
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Drew N, Alum

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Thank you for giving that information.  We are still working on yours. 

Thanks

Drew
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Bill5099

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still waiting on this too while you're at the other issue i just posted.
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Mike F., Alum

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Bill5099   Are you referring to the problem deleting folders?  If so that is an issue that has not been fully resolved yet.  If you have folders that you need deleted just tell us the email account, and name of the folders and we can have them deleted from  this end.  Or another workaround is to just rename the folders and repurpose them for another set of emails. 
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yes i am referring to that problem. i just figured while i had yet another email issue and it has been four months on this issue i would gently remind you. i have been "repurposing" all along.
(Edited)
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Mike F., Alum

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Bill5099,  Are there any folders you need us to delete at this time?
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Bill5099

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thank you but no. like i said way back i simply rename the folders and reuse at a later date. was just curious how it was coming along if ever.
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Mike F., Alum

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I've been told that the folder issue requires a programming change/fix which needs to come from OpenXhange directly. Unfortunately it's not something we can implement, from our end.  So unfortunately I don't have any ETA on this. 
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Bill5099

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perhaps it might help if you got a hold of the group that handles these issues with them? i believe the person's name is "Van To". he/she was who i communicated with when i had migration issues. we did so via email and it took minutes to resolve.
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Mike F., Alum

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The appropriate people are already aware and have been involved with this for weeks. 
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Rebecca4952

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This is still an ongoing issue, I assume? It's very annoying.
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Drew N, Alum

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Hi Rebecca4952,

There are a few people that seem to experience this issue. If it is happening to you, please provide us the folders you are unable to delete and we will take a look,

Thanks

Drew
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Emily9975

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I am also having this issue. I now have a ton of folders that need to be deleted and it is not syncing correctly with Outlook. I'm not sure if that's related to the problem or not....any idea when we will be able to delete folders again? I've moved all of my emails to my inbox and want to delete the folders and just start over.

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