We help IT Professionals succeed at work.

Mail not reaching Mailbox?

deesloop asked
Last Modified: 2012-08-13
To me this sounds bizarre, but maybe not to someone's experienced
I've a bespoke application,  that sends email by SMTP
I've had one user say the dont get the email. Allegedly.
Where could I check? He's not having issues with any other messages from any other senders.

I've checked the Exchange server where the persons mailbox is and it says that it recieved the
messages from the sender. Can a message not hit the mailbox after that?

Thanks a lot
Watch Question


And yes, exchange also says it was delivered eg it hit the mailbox.
Manpreet SIngh KhatraSolutions Architect, Project Lead
Top Expert 2013

Can you once verify if they are in the deleted items folder, is it the same if we have a look from OWA?


They're not in the deleted items folder and not in OWA.
I've tried a recov er deleted item and it's not there - he appears not to have delted it.

I sent a test from the same address and the same machine this morning and it arrived.
I had thought of something rules based but it would have fired on that message.
It's odd....
Rajith EnchiparambilOffice 365 & Exchange Architect

If the message tracking in exchange says that the email was delivered to the mailbox, then it has.

It might be that the message is not visible because of

views in outlook
rules to delete or move it to a different folder
user has shift deleted it.


Shift and delete is the only thing I could come up with.
The rule would have fired for the new message so it cant be rules
And the same would apply (I'd have thought) for the views also.
No other explanation is there?
Rajith EnchiparambilOffice 365 & Exchange Architect

To make sure that it is a shift delete from the user part, configure the DumpsterAlwaysOn registry key into the client PC and recover all shift deleted emails, if they fall within the retention policies,

Go through http://support.microsoft.com/kb/886205 for the registry tweak.


Hmm, thats a thought.
I can recover see other things he's deleted normally.
Is this to recover things that are shift-deleted on top of the normally deleted stuff?
Maybe I could look at the backup logs...


Oddly enough he must have either not got it, or shift and delted it before the day was out.
Most wierd...
Rajith EnchiparambilOffice 365 & Exchange Architect

Yes, you will be able to recover shift deleted items which have been deleted from any folder.


Unfortunately that only wokrs from when you enable it according to MS.
We'll see what happens in the next few days.....
Its wierd cos he asked the sender to print it out and send it to him instead>
I dont see whyhe'd get it delivered, shift-delete it then ask  for it.
Manpreet SIngh KhatraSolutions Architect, Project Lead
Top Expert 2013

Is there any Third party software on the client machine or any Add-ons in the Outlook. Can you disable the Add-ons and any third party and then verify.


Alas I cant he's remote and seldom checks his email.
However I cant imagine he would have as he's a non power/non admin user....
Rajith EnchiparambilOffice 365 & Exchange Architect

Putting the regitry tweak in place shows all deleted emails IMMEDIATELY. It goes back to the date your retention policies matches.
This one is on us!
(Get your first solution completely free - no credit card required)

Gain unlimited access to on-demand training courses with an Experts Exchange subscription.

Get Access
Why Experts Exchange?

Experts Exchange always has the answer, or at the least points me in the correct direction! It is like having another employee that is extremely experienced.

Jim Murphy
Programmer at Smart IT Solutions

When asked, what has been your best career decision?

Deciding to stick with EE.

Mohamed Asif
Technical Department Head

Being involved with EE helped me to grow personally and professionally.

Carl Webster
CTP, Sr Infrastructure Consultant
Empower Your Career
Did You Know?

We've partnered with two important charities to provide clean water and computer science education to those who need it most. READ MORE

Ask ANY Question

Connect with Certified Experts to gain insight and support on specific technology challenges including:

  • Troubleshooting
  • Research
  • Professional Opinions
Unlock the solution to this question.
Join our community and discover your potential

Experts Exchange is the only place where you can interact directly with leading experts in the technology field. Become a member today and access the collective knowledge of thousands of technology experts.

*This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.


Please enter a first name

Please enter a last name

8+ characters (letters, numbers, and a symbol)

By clicking, you agree to the Terms of Use and Privacy Policy.