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One user not recieving some e-mail - Exchange 2007

Posted on 2010-09-24
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Last Modified: 2012-05-10
I have one users who says he is not receiving all of his e-mail. He will periodically hear from someone that he was sent an e-mail but did not receive it. One individual has sent him e-mails which he has not received but that same sender has successfully sent e-mails to other in our office. I have looked at the source for the e-mail and can see his name on the e-mail.  When I run message tracking for the same e-mail his name is not included but other users are. Any ideas what is wrong?
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Question by:KBabcock75
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12 Comments
 
LVL 4

Expert Comment

by:innovatorengineer
ID: 33754449
I would start by checking the email address on the source end.  Many times the user will use the auto fill option when they start typing the name and the address is actually wrong or corrupt.  Have them delete the name from the autofill, then manually type the full address in (or copy/paste the address you send to them)
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LVL 53

Expert Comment

by:Will Szymkowski
ID: 33754486
If message tracking is not showing this users email address then it is not going to him. Does this user have cache mode enabled on his machine? If so, get them to disable it.

Does this only happen with one user in the company? Check and see if there are any rules on this users account and also in Outlook.
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Author Comment

by:KBabcock75
ID: 33754611
The sender appears to be sending the correct e-mail. This person is the only one in the company who is reporting this issue and I have ran through all his settings on Exchange line by line with my own account and see no differences. He has no rules on his Outlook 2007 and we have reinstalled his out look on his computer.

In the latest situation a sender out side the company is sending to him and several others in the company. The e-mail reaches the others but not him. His name is on the e-mail the others received and they all show receiving it in the tracking except for the user in question. This user use to receive e-mails from this sender with out a problem.
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LVL 28

Expert Comment

by:sunnyc7
ID: 33754627
Can you ask the sender to send email to john@smith.com - instead of pulling it up from autocomplete like "John Smith" <john@smith.com>

Can you try sending test emails form gmail / yahoo.

-
Also from the recipients side check if the user is getting email in OWA

You can also run this to clear any rules on server side
outlook /cleanrules
(warning, this might disable any rules which he has set)

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LVL 4

Expert Comment

by:innovatorengineer
ID: 33754948
Be aware that appearing to send to the correct email address and actually sending to the correct address is a common problem with email addresses.  You can display john@smith.com and actually send to barbara@smith.com.   The auto-complete address could have been put in wrong and is not woking, but the display still shows the address.

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Author Comment

by:KBabcock75
ID: 33755172
I'm having the sender manually type in the address to confirm it.

I'll look into the OWA. I'm concerned that the clean rules would clear everyone's runs?
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Author Comment

by:KBabcock75
ID: 33755560
Ok, I just had the sender hand type in the address. The recipient in question and I were both on the list. I received it and he did not. I then replied to all and the recipient in question then received the e-mail. Very odd. If the e-mail came from the outside sender the e-mail does not go to the recipient in question but I reply to it and he receives it. Again no sign of it in the message tracking under the recipient's name but it does appear under my name in message tracking.
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Author Comment

by:KBabcock75
ID: 33755788
Just Checked out OWA and no difference in the e-mail it shows.

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LVL 4

Expert Comment

by:innovatorengineer
ID: 33756324
One more te3st to please run.  Have the recipient is question send to outside source and then have them reply to it.  Does he get it then?
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Accepted Solution

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KBabcock75 earned 0 total points
ID: 33875369
I've figured it out and appreciate the feed back. Our company has gone through some acquisitions and name changes. Because of this some of our users have several aliases on their e-mail accounts. The user in question had several aliases and as it turned out some senders where using old naming conventions with the new company name. Basically they were creating a name which did not exist. The problem was that Exchange or outlook was converting the names in the e-mail to a recognized user name from the senders side. Not sure why and I can't drill into there system.

This seems to have been an issue of MS showing you what it wants you to see rather then what is really happening. I was able to catch this mistake by reviewing the logs in app-river which revealed the true e-mail address. I added a alias that matched what the sender was doing and all is right again. I use to run a Communigate solution which would have caught this error in two seconds, MS makes every thing so much more difficult then it needs to be.
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LVL 76

Expert Comment

by:Alan Hardisty
ID: 34824339
This question has been classified as abandoned and is being closed as part of the Cleanup Program. See my comment at the end of the question for more details.
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