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Exchange receives email and distributes it to outlook clients and blackberry devices, but some emails are only visible on Blackberry devices?

Posted on 2008-10-09
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Last Modified: 2013-11-29
While in OWA, we can see the emails coming into inbox, however after several seconds they disappear so that users never see them in their Outlook inboxes. This happens occasionaly for some messages and they are neither in Junk mail nor in Deleted messages folders. They just disappear.

We've checked rules in Outlook, junk mail settings. Also, all messages are delivered to exchange mailboxes, not to .pst files.

At the same time, we've got BlackBerry enterprise server, that is delivering emails to BlackBerry devices from our server, and these emails are always delivered to BB inboxes.

Occasionally, we watch an email coming into exchange, it is displayed on blackberry but then disappears from exchange.
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Question by:Greaume
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by:ALogvin
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I typically see this when a user has a Filter View applied in Outlook.

In OWA for Exchange 2003, you will see the little OWA logo, then to the right will say the folder name you are in. To the right of that will be the filter. Default should be "Two-Line View". If this is set to other items, you will sometimes see the behavior you are describing.
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by:Greaume
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Thank you for the answer. We've double-checked filters in OWA and also in Outlook. In OWA it is set to "Two-Line View", in Outlook - "Messages" (to show all messages).
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OK. Since you are seeing the messages, if only for a few seconds, that means that is most likely a Outlook Client-Side process that is causeing the problem.. this is backed up by the fact the BlackBerry gets the messages.

I would do a test. Open up Exchange System Manager, and find one of the users mailboxes. Look at the item count. Now send the user like 10 e-mails, and refresh the item count. Does it go up? If the e-mails are being moved to a subfolder or are hiding, the number should increase.

Could you also take a screenshot of the user's Outlook? Click on the "Folder List" button, expand all folders, and take a screenshot before and after you send the 10 messages.
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by:Greaume
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Thanks for answer. We are currently testing that suggestion.
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