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Outlook removing messages from the server... and the box to leave them is checked

Posted on 2009-07-16
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Last Modified: 2012-05-07
I am using Outlook 2003 with a POP3 mail account.  When my Outlook pops the webmail server, it says that it's downloading an email, runs for awhile, then stops.  When it stops, the email HAS been removed from the webmail account, but has NOT been delivered to Outlook.  It is not in my JunkMail folder.  I do not have any rules set, and Outlook is set to leave messages on the server for 5 days.  This only appears to happen with emails with multiple attachments.  I've tried creating a whole new Outlook profile and accessing the webmail through that, but the issue persisted.  Any suggestions?  I've tried everything I can think of, and the tech guys are completely stumped.  H E L P!
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Question by:kaericarroll
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Expert Comment

by:Rob Hutchinson
ID: 24873957
Did you run the scanpst.exe pst file checker to make sure the pst file is not corrupt?
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by:Rob Hutchinson
ID: 24873965
I'd also try to access this same account using another computer to see if it's a problem with Outlook on that computer, or if it's a problem with the server.
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Author Comment

by:kaericarroll
ID: 24874197
I tried creating a new profile, which automatically creates a new .pst.. so it's not the .pst file(s).  (That was the point of creating a new profile - start with a clean slate and see what happens.)

I have NOT tried setting up Outlook on another machine and popping that - I will try that this evening (in an hour or so) and post the result.
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Author Comment

by:kaericarroll
ID: 24874569
So... I came home, set-up Outlook 2007 with my work email - forwarded one of the emails that kept disappearing to myself and then popped the server... and it did NOT disappear.  Since it DID disappear with both Outlook profiles at work, does that mean it's something in the core Outlook application?  Should I uninstall / reinstall and see what happens?  Thanks for the help... this has been making me Crazy! for months...
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by:Rob Hutchinson
ID: 24881273
Yes, well, not sure what is happening exactly with the Outlook profiles at your work; but, at least, you know that the problem is with the computer at work now.

Since you have already tried re-creating the Outlook profile with no luck, try recreating the Windows user profile.

Before you do this, on the computer at work; try adding another login to the computer's local admin account, then login using this second login. After loggin into Windows using this second login, create the Outlook profile for this same pop email account and see if the probleem still exists.

If the problem goes away, then do this:

Reboot the computer and login using the local admin login.

Go to the
C:\Documents and Settings
folder and cut an paste( move) the user's Windows profile of the user having Outlook problems( not the new one you just created) into some temp folder or backup folder.

Then logout and have this user re-login, recreating their user profile over again.
Of course, their desktop, favorites etc, will not be there; but you can copy these back from the backup folder later. Try creating the Outlook pop email profile now in thhis newly created user profile and see if the problem goes away.

If the Outlook problem goes away, then reboot the computer and login using the local admin account again, and copy over the desktop, favorites, etc.

Ususally, you would want to copy over more than these two folders; but since the problem is with Outlook, you might want to exclude copying over any other folders.

For example, to copy over a normal profile from one user to another, you would copy over these folders normally:
C:\Documents and Settings\insertusernamehere\Application Data
( in the above folder, you we need to make sure you did "not" copy over any Outlook data)
C:\Documents and Settings\insertusernamehere\Desktop
C:\Documents and Settings\insertusernamehere\Favorites
C:\Documents and Settings\insertusernamehere\My Documents
C:\Documents and Settings\insertusernamehere\Templates
C:\Documents and Settings\insertusernamehere\Local Settings\Application Data
( in the above folder, you we need to make sure you did "not" copy over any Outlook data)
NTUSER.DAT
the NTUSER.DAT has all the drive and printer mappings among a few other things.



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Author Comment

by:kaericarroll
ID: 24881708
Hello!

I have more news... First - I have not tried recreating the user profile yet, but I *have* had reports from two other users in the office of missing emails.  I haven't been able to do any testing on their accounts yet, but it got me to wondering if it could be an office-level problem.  We have a SonicWall firewall that scans all incoming and outgoing messages - is it possible that the SonicWall is snagging the emails and somehow returning a delete-from-server command back to the webmail program for just those individual messages?
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Expert Comment

by:Rob Hutchinson
ID: 24883158
Can you check the log viewer to see if this is happening?
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Author Comment

by:kaericarroll
ID: 24899375
AH-HA!

9 07/20/2009 17:33:30.464 Alert Security Services Gateway Anti-Virus Alert: File containing VBA macros blocked 167.206.137.137, 110, WAN, mail.americanportfolios.com 192.168.1.222, 3076, LAN, baja.apfs.local  

NOW... how do I get it to STOP blocking the emails / deleting them off my webmail?

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Rob Hutchinson earned 500 total points
ID: 24929428
You need to contact someone with permission to configure the secure gateway to allow attachments  from that location, but the secure gateway is doing something useful: it's blocking possible viruses being sent...or ask your sender to not send specific file types as these file types are blocked.
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Author Closing Comment

by:kaericarroll
ID: 31607210
*I* am the one with the admin access... terrifyingly enough... :) I am learning on the fly.  It was the SonicWall, I tweaked the settings and all the emails are humming along now... THANKS so much for your help and patience!
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