Exchange Mailbox Issue Triage Playbook
Use this when users report shared mailbox sync problems, missing messages, archive issues, or delegate access trouble.
First split the problem
- OWA works, Outlook desktop fails: local profile, cache, shared folder download, or client issue.
- OWA and Outlook fail: mailbox, permissions, rules, service health, or policy issue.
- Only archive is affected: retention policy, archive status, tag scope, or Managed Folder Assistant timing.
Commands
Connect-ExchangeOnline
Get-Mailbox shared@company.com | FL ArchiveStatus,ArchiveState,RetentionPolicy
Get-MailboxPermission shared@company.com | ? {$_.User -notlike 'NT AUTHORITY*'}
Get-RecipientPermission shared@company.com
Get-InboxRule -Mailbox shared@company.com
Start-ManagedFolderAssistant -Identity shared@company.comEscalation notes
Include mailbox address, impacted users, OWA test result, Outlook version, cache mode setting, permission output, and whether the issue affects all delegates or one user.