When troubleshooting, I try to eliminate common problem sources such as the mouse itself (they do fail), mouse settings being inappropriate for a user (e.g., movements are too skittish, so reduce sensitivity), or the user not operating the mouse correctly (e.g., double clicking when they should be clicking). One test is to perform operations without the mouse. Instead, use only, or mostly, the keyboard.



So click anywhere in the list of email folders. Set aside your mouse, and press the Up and Down arrow keys until you reach the "Deleted Items" folder. Look for the faint dotted rectangle around the folder name. The rectangle shows you which folder has "focus." When a folder has "focus," it is the one thing you are interacting with via keyboard.



Once you are certain that you have given "Deleted Items" focus, press the Right arrow key. What happens?