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Accidental Deletions

It is inevitable that at some point you or one of your users will accidentally delete something from Outlook (or even an entire mailbox from CloudPortal Services Manager (CPSM)). Usually this is fairly easy to recover.

Recovering Mailboxes

In the event that you accidentally deprovision a mailbox for a user, you should immediately contact CDS Customer Care and request the CDS Messaging on-call to perform an emergency mailbox reconnection.

Recovering Mail Items

Deletion Types

Before we discuss the ways in which a user would recover a deleted item, it is first important to discuss ways in which an item can be deleted.

Soft Delete

A “soft” deletion is an item that has been removed from the Deleted Items folder when the user purges that folder or if Outlook has the Empty Deleted Items on Exit option enabled. These items are recoverable by the end-user in Outlook or Outlook Web App.

Hard Delete

A “hard” deletion is an item that has been permanently deleted from any location using Shift+Del. It bypasses the Deleted Items folder entirely. These items do not appear in the Recoverable Deleted Items area in Outlook or Outlook Web App.

Retention Purge

An item that has been deleted by retention policies is completely unrecoverable. It no longer exists in any location. Because it was deleted by retention policies, even if it could have been restored, it would now be a mismatched item that the retention agent would immediately purge again.

Recovery Methods

All listed recovery methods are only able to recover an item that has been deleted for no more than 30 days. Once the item has been deleted for 30 days, it is no longer recoverable by any means.

Outlook

Outlook for Mac does not support this functionality. Please use the Outlook Web App instructions below instead.

To recover a soft deleted item in Outlook on the Windows platform, the user will need to click on the Folder tab and then click on the Recover Deleted Items button.

The Recover Deleted Items window will open. From here, a user can select which message(s) to restore and click the Recover Selected Items button in the toolbar. A user can select multiple messages via Ctrl+left-click or Shift+left-click. Restored messages will be placed in the folder the user is currently viewing. In this screenshot, they will be placed in the Inbox.

The time listed is not the time the item was received. It is the date of deletion.

Outlook Web App

To recover a soft deleted item in Outlook Web App, the user will need to right-click on the Deleted Items folder and select Recover Deleted Items.

The Recover Deleted Items window will open. From here, a user can select which message(s) to restore and click the Recover Selected Items button in the toolbar. A user can select multiple messages via Ctrl+left-click or Shift+left-click. Restored messages will be placed in the folder the user is currently viewing. In this screenshot, they will be placed in the Inbox.

The time listed is not the time the item was received. It is the date of deletion.