Troubleshoot missing email or a sync error

Separate download, analysis and visibility

A message can be downloaded before its analysis finishes. Filters or private mailbox access can also hide a message that is already present. You need management access to control that mailbox’s synchronization.

Find the cause

1. Open Settings → Mailboxes, check the address and read its connection status, progress and error.
2. If Choose analysis appears, finish the historic-analysis choice. If the mailbox is paused, use Resume sync. Otherwise choose Sync now once and watch its progress.
3. While synchronization is running, Cancel sync stops further syncing and leaves downloaded messages in place. Wait for cancellation to settle; use Resume sync when ready to continue.
4. In Inbox, select the correct mailbox and folder, clear search and all filters, and look for a known recent subject.
5. Check Background AI if messages are visible but sorting or extracted work is unfinished. In the conversation, inspect Work connected to this conversation and use the offered retry for a failed analysis.
6. For an authorization or connection error, correct the provider credentials or reconnect with the requested consent. Before disconnecting, read the confirmation: already-synced emails stay in GoodCompany.

If an older body is missing

Settings → Privacy → Mail retention controls cleanup of older message bodies. Disconnecting a mailbox is a different action and does not erase its synced history. Ask someone with company privacy permission to check retention if older messages retain a subject but no body.

How to recognize recovery

A resumed download shows renewed progress and the expected messages become visible. Check the actual conversation and any linked task/event separately; a successful sync request only means work was queued.