Exchange 2000 - vanishing emails appearing on Blackberry

Posted on 2007-07-30
Last Modified: 2010-03-06
Here's an odd one.

Intermittently our Exchange 2000 (Standard) box shoots emails into one of the senior management's Blackberry handheld device and they (sometimes) vanish from their email client inbox.

I've witnessed this myself and the really odd part is when the message pops up briefly in Outlook as a new email then vanishes a split second later. It appears on the Blackberry around the same time.

The messages in question are from different users/networks/servers and no single sender seems to trigger this behaviour.

We seem to have messages going AWOL at present where several senders have asked why they have had no reply to their emails which were never received at our Exchange server.

Spam control is through a Message labs partner.

One final point which may (or may not) be of relevance: we have started seeing regular (attempting to connect to the exchange server) messages when Outlook is left open for long periods.

The client connection to the server seems to drop, but ping requests to the Exchange box constantly reply through these dropped connections.

I've no clue whether they are all related or not, but I thought I'd throw lots of detail into the mix in the hopes it may help you wonderful people build a picture of what may be going on.
Question by:Copyleft
    LVL 104

    Expert Comment

    Email does not vanish.
    It is either removed or hidden.
    Removal could be by a POP3 client, archiving, deletion by a rule etc.
    Hiding is often done by a rule.

    This looks like something is removing the message, as Blackberry is not affected by views in Outlook. I would start looking at rules, other machines that access the account, things like that.


    Author Comment

    The account in question receives a copy of all mail sent to our director, and I can't be certain whether it is those or direct messages that are vanishing. The affected user has permission to send as our director, but nobody has permission to send as the affected user.

    However, the client computer has no message rules set up at all, which makes the entire event even stranger when it does happen.

    As Ive already said, I have seen this happen myself, first hand. The message arrives in the inbox with the pop-up notification of a new message, then in a split second its gone.

    The behaviour is intermittent and cannot be attributed to one sender, and it does not occur daily, but on occasion it will happen several times in rapid succession.

    I forgot to add earlier that our mailstore bounced way beyond acceptable limits a week or so ago and managed to get up to 18.5GB; far above the 17GB temporary increased limit I assigned when I spotted the problem.

    It has since been fully defragged and, all attachments stripped and is now hovering at around 13GB.

    I'm a web developer who inherited a network - ask me if I'm in my comfort zone...

    Accepted Solution

    I found out what was causing this after a very long time searching through various logs and piecing together clues elsewhere.

    One of our Blackberries was crashing infrequently and randomly. When it did, it was deleting emails as it died.

    As a result, emails were periodically vanishing from Exchange and it took so long to get to the bottom of due to the user of said Blackberry simply restoring their handheld from a backup held on their laptop without letting me know about the issues with it.

    There we are.

    Crashing Blackberry handheld = vanishing emails in Exchange.

    Who'd have thought ?
    LVL 1

    Expert Comment

    Closed, 500 points refunded.
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