Solve a problem with ghost files

This guide explains how to remove folders that appear grey on the Web Mail Infomaniak app (online service) mail.infomaniak.com) or in some software/mail clients such as Apple Mail, Mozilla Thunderbird or Microsoft Outlook.

Ghost folders

Some email software/clients like Microsoft Outlook allow to create non-existent folder subfolders. P.ex it is possible to create the folder /abc/klm/xyz while the file "klm‍" does not exist.

On Mail Infomaniak or in other software/mail clients, ghost folders like folder "klm" of this example appear in grey and cannot be removed directly.

To remove these ghost folders, it is necessary to remove their subfolders beforehand (in this example: xyz).

Recalcitrant files

If, when viewing your Infomaniak email address on Outlook, ghost folders appear and cannot be deleted as they reappear instantly, here is a procedure recommended by Microsoft to solve this problem:

Reset IMAP cache

To this end:

• Close Outlook.
• Access the folder where your Outlook data files are stored: C:\Users\[Votre Nom d'Utilisateur]\AppData\Local\Microsoft\Outlook.
• Find the file .ost associated with your IMAP account (e.g. Infomaniak) and delete it (the file will be automatically recreated when Outlook is reopened).
• Open Outlook and let it resynchronize your emails and folders.

Search for hidden folders in Outlook

To this end:

• In Outlook, go to the "File" tab and select "IMAP Files".
• Click on "Request" and search for the ghost folder.
• If you find the folder, try unsubscribe from it, then delete it.

Using the MFCMAPI tool

MFCAPI is a tool for managing mailboxes at a low level and removing persistent folders:

• Download MFCMAPI from the official website (Select version x86 or x64 depending on your system).
• Run MFCMAPI and go to Session > Logon Select your Outlook profile.
• In the MFCMAPI window, expand the mailbox associated with your IMAP account and locate the ghost folder.
• Right-click on the folder and select "Delete folder". Choose "Hard Delete" for permanent deletion.

Check folder properties in Outlook

To this end:

• Right-click on the ghost folder in Outlook, then select "Properties".
• Check if there are any unusual parameters. Reset or modify the settings if necessary, then try again to delete the folder.

Recreate Outlook Profile

If previous steps fail, recreating your Outlook profile can be an effective solution:

• Save your important data before you go on.
• Go in. Panneau de configuration > Courrier > Afficher les profils > Ajouter.
• Follow the instructions to set up a new email account.
• Set this new profile as the default profile and open Outlook.
• Check if the ghost folder persists after creating the new profile.

By following these steps, you should be able to solve the problem of ghost folders in Outlook IMAP.