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Emails being permanently deleted from Mailbox in Outlook with Exchange.  There are no rules for this user.

Posted on 2009-05-11
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Last Modified: 2012-05-06
Came in today and all messsages gone from Inbox.  If you send a test message then it appears in Inbox then disappears.  Not in deleted item but shows up in Recover Deleted Items.  Ran Outlook /cleanrules plus outlook /cleanserverrules.  No Phone, IMAP or Pop3 access to that Inbox.  One user had access to the mailbox but no rules setup for that user and have removed that person from being able to view.  

Not isolated to the machine because if close Outlook on that machine and do it from server or OWA the same problem remains.

After updating and rebooting the Exchange server the problem appeared to be resolved as messages were not being deleted after doing a send/receive.  Later on though problem returned.  

Is there any way to trace how these are being permanently deleted or to resolve the issue.  Is there a way to display all rules setup for any user on the server for example.

Outlook is 2003 and Exchange is 2003 Standard

Please help
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Question by:bilbo-uk
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LVL 24

Expert Comment

by:Rajith Enchiparambil
ID: 24353908
Do you see the message coming in outlook and then disappearing?

Use exchange tracking to see what exactly is happening with the message, whether it reaches the mailbox or not.
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Author Comment

by:bilbo-uk
ID: 24353924
It reaches the mailbox - you see it there - then seconds later it is gone - hence why you can see it in Recover Deleted Items - gets to users mailbox then is permanently deleted so not a views or filter problem.  Very peculiar
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LVL 24

Expert Comment

by:Rajith Enchiparambil
ID: 24353950
Any AV on the client scanning email traffic? Is it for only one user?

Does it follow to a different machine?
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Author Comment

by:bilbo-uk
ID: 24353963
Have put in earlier that it is not isolated to one machine.  As far as I know only affecting one user.  Temporarily I have put a forward to another email account until can resolve why messages getting deleted
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LVL 13

Expert Comment

by:FearNoMore
ID: 24355522
Does this user use a pst?
Check whether the email is being delivered to the Mailbox or to a Personal Folder....
Click  on Tools.....Email Accounts...Change....and you should see "Deliver New Email to the Following Location"
Whats mentioned here?.....Is it set to "Personal Folders" or "Mailbox"
If it is set to "Personal Folders" then change it to "Mailbox" and now check what happens.
I have seen the same issue happening because of mail being delivered to pst and the pst being corrupt causing this issue.
 
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Author Comment

by:bilbo-uk
ID: 24355555
Have checked - mail delivery is set to Mailbox not a PST file.  Had it so that messages were not deleting on the server then as soon as mail opened up on client machine the messages started disappearing again

Regards

Paul
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LVL 13

Expert Comment

by:FearNoMore
ID: 24355577
Is this profile in Cached Exchange Mode?
If yes then try to set it to non cached mode and check
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Author Comment

by:bilbo-uk
ID: 24355592
non cached exchange mode
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LVL 13

Expert Comment

by:FearNoMore
ID: 24355728
What about a new Outlook profile for this user?.....Does it also exhibit the same behaviour?
So now the email resides on the server if Outlook remains closed?
Its only when Outlook is open that these emails disappear?
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Author Comment

by:bilbo-uk
ID: 24355995
New profile has been created
Have run combofix and removed the antivirus software and problem remains
It's a very odd problem
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LVL 13

Expert Comment

by:FearNoMore
ID: 24356027
Very strange.....
I have a feeling that the mailbox itself has gone corrupt for this user...and you may need to export psts of all existing emails and create  a new mailbox and import psts
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Accepted Solution

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bilbo-uk earned 0 total points
ID: 24393191
My colleague uninstalled and reinstalled Outlook on the machine and has been working since then (touch wood)

Thanks for your suggestions

Bilbo-uk
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