Description
Occasionally, a mailbox will not be able to sync with Shield because a user may have reached their quota for rules they have enabled in Exchange Online. This issue most commonly occurs during the onboarding of a Shield organization but may happen as a user adds more rules to their mailbox. This issue prevents the successful synchronization of the user's mailbox with Shield and will result in an unpredictable Shield experience. Options to resolve this issue are discussed below.
Options to Resolve Mailbox Sync Issues
Review and Clean Up Rules
Assist the user in eliminating as many rules as possible within their Outlook client or Outlook on the Web (OWA). Unfortunately, this is no longer available via the Exchange Admin Center, and rules may only be reviewed via the user's client or OWA.
BEST PRACTICE: Users often create rules to fix problems with other email security solutions. Any spam or "delete mail" rules can be deleted since Shield's zero-trust email security will perform the same tasks, if not better.
Increase the Rule Limit with PowerShell
Attempt to increase the inbox rules quota for enabled rules via PowerShell. This will allow the user's existing mailbox rules to be left in place, and the mailbox will then be able to successfully sync with Shield. While this can be a quicker fix, it can impact Outlook's long-term performance. It is recommended that you take some time to clean up a user's rules.
NOTE: Mailprotector is not responsible for the content of Microsoft's PowerShell documentation. Please exercise caution when performing any PowerShell commands.
For further assistance with resolving mailbox sync issues with Shield, please contact the Partner Success team.
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