My Original Outlook (desktop) starred folders (in "Favorites") keep getting removed out of My Favorites at the top.

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My Original Outlook (desktop) starred folders (in "Favorites") keep getting removed out of My Favorites at the top.

Tina Marbury 0

My Original Outlook (desktop) starred folders (in "Favorites") keep getting removed out of My Favorites at the top. Why does this keep happening?

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Answer 1

Michelle Nguyen 1,835 Independent Advisor

Hi @Tina Marbury

Thank you for the information. However, I was unable to reproduce the issue in my environment. To better understand the situation and assist you more effectively, could you please provide a few additional details?

What type of email account are you using, such as Microsoft 365/Exchange, Outlook.com, IMAP, or POP?
Which Outlook version and build are you currently using? You can find this information under File > Office Account > About Outlook.
If you are using a Microsoft 365 or Exchange account, does the same issue occur in Outlook on the web? In other words, are the folders also automatically removed from Favorites there?
Does anything specific happen before the folders disappear, such as restarting Outlook, restarting Windows, installing an Office update, switching profiles, or making changes to the mailbox?

As an additional troubleshooting step, you may also try reinstalling the Outlook desktop application and then check whether the issue persists.

Please let me know if you have any updates or additional information.

Tina Marbury 0 Reputation points

2026-09-25T01:01:11.01+00:00

MS365 Exchange, Microsoft® Outlook® for Microsoft 365 MSO (Version 2608 Build 16.0.20326.20072) 64-bit, I really never use Outlook on web (don't like), but it happens on all the devices I use this classic Outlook on, nothing I can pinpoint triggers it. It just started about 7-10 days ago. Thank you!
Michelle Nguyen 1,835 Reputation points Independent Advisor

2026-09-25T01:22:20.9066667+00:00
Hi @Tina Marbury

Thank you for the detailed update.

First, I would like to clarify that I am also a regular community user, so the guidance I provide is based on the information available to me and my own research. I am currently using a similar version of classic Outlook, but I have not experienced the same issue in my environment.

The fact that this is happening with the same Microsoft 365 Exchange account across all devices running classic Outlook is important. It makes a single-device installation problem less likely, so reinstalling Outlook on only one computer may not resolve the underlying issue.

I also noticed that you are using Version 2608, Build 16.0.20326.20072. Microsoft’s update history shows that newer Version 2608 builds have since been released. I could not find an official Microsoft notice that specifically confirms a Favorites issue in your build, so I would not identify the update as the confirmed cause. However, because the behaviour started recently and affects multiple devices, updating Office is a reasonable first test.

Please try the following on one affected device:

In classic Outlook, select File > Office Account.

Select Update Options > Update Now.

Restart Outlook.

Add one test folder to Favorites and monitor whether it is removed again.

Although you do not normally use Outlook on the web, could you please perform one short comparison test there? Add the same test folder to Favorites in Outlook on the web, refresh the page, and check it again later. This test is not intended to make you switch to the web version. It will help determine whether the Favorites state is being affected at the mailbox level or only in classic Outlook.

Please also check whether all affected devices are currently using the same Office version and build. If they are all on Build 20326.20072, updating one device first would provide a useful comparison.

If the problem continues after updating, the next test would be to start classic Outlook in Safe Mode using outlook.exe /safe. If Favorites remain stable in Safe Mode, an Outlook add-in may be contributing to the behaviour. As a final troubleshooting step, you could try creating a new Windows user profile and check whether the same issue occurs there.

Please keep me updated.
Tina Marbury 0 Reputation points

2026-09-25T23:33:40.4433333+00:00

thank you so much for your help! I will try these suggestions!
Michelle Nguyen 1,835 Reputation points Independent Advisor

2026-09-27T07:21:36.4166667+00:00

Hi @Tina Marbury

Thank you, and please let me know if you have any updates.
Tina Marbury 0 Reputation points

2026-10-01T22:50:54.7066667+00:00

I did all you suggested and nothing changed. It removes my Favorites every time Outlook is closed and then reopened. All devices are on the same version. It also does it on the web version. So weird and annoying!
Michelle Nguyen 1,835 Reputation points Independent Advisor

2026-10-02T15:18:23.77+00:00
Hi @Tina Marbury

Thank you for testing all of those suggestions and sharing the results. I understand how annoying this is, particularly because the folders are removed from Favorites every time Outlook is closed and reopened.

The fact that the same behaviour occurs:

On all affected devices

With the same Microsoft 365 Exchange account

In classic Outlook and Outlook on the web

After updating Office and testing the earlier troubleshooting steps

makes a problem limited to one Outlook installation, local Windows profile, add-in, or navigation-pane file much less likely.

At this point, I would not recommend reinstalling Outlook or creating additional Windows profiles, because the Outlook on the web result shows that the problem is not isolated to one computer.

Since this is a Microsoft 365 business account, I recommend asking your Microsoft 365 administrator to open Help & support in the Microsoft 365 admin centre and create a support request for Exchange Online.

I am also just a regular community user, so based on the tests you completed, I believe a Microsoft 365 support request is now more appropriate than repeating local Outlook troubleshooting.