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Why would some emails not arrive to a mailbox

There is a user admin@x.com. She receives email correctly from both internal and external people correctly. We have a Multi Function Network Printer/Scanner. If you scan you can have it email the scan to you. This also worked correctly until recently. Her email is working correctly with the exception of this.

In Exchange if I check the message tracking it shows the email as having come from scan@x.com going to admin@x.com but the email never turns up in her inbox.

I have disabled all rules on her account and I have also logged in using OWA to ensure that it is not a Cache issue but the email is nowhere to be found.

While this seemed strange it was one isolated case however I now have another customer who without any interaction I am aware of on the server he suddenly stopped receiving email to his mailbox, any email. I can log on to the mailbox and I can track the message as getting there but there is no email. I have also checked this using OWA to ensure it not a cached file corruption.

Any ideas on further steps to fault find or what the issue may be?
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btec_bob
Asked:
btec_bob
1 Solution
 
RammesteinCommented:
RUn exbpa on the server and attach it here
also look for event id:327 source:msexchangetransport
wat all third party software do u have for antispam/antivirus?
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btec_bobAuthor Commented:
exbpa?
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RammesteinCommented:
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MesthaCommented:
If message tracking says that the message was delivered to the store, then the problem is client side.

Rules
Views
Junk email folder
User deleting the message and not wanting to admit it.

Something like that.
Put it this way - I believe message tracking more than I believe the users.

Simon.
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btec_bobAuthor Commented:
Hi Rammestein, I used the exbpa but I did not see what that would have identified that would explain the missing mail?

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btec_bobAuthor Commented:
Hi Mestha,

I was thinking on the same lines as you. I checked the rules in outlook and they are all disabled. I watched the folders to see did any other folders go bold denoting a new mail. I also logged in to OWA and sent the email and it did not come through. Now it is consistent in that it is email from the same source that fails 100% of the time. So I am following up on the AV as you suggested. I will keep you posted.
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smiffy13Commented:
Just in case there are remnants of rules on the users PC's, try clearing all the rules from the command line: Start > Run > outlook /cleanrules
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btec_bobAuthor Commented:
It was a rule. but not under rules and alerts. It was the check box to permanently delete email that is classified as spam. It did not even send it to the bin, it just deleted it.
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