Email disappears from random addresses.

Posted on 2011-03-22
Last Modified: 2012-05-11
We have two users experiencing similar issues.  From what we can narrow down if they receive an email from various addresses it does not get to their inbox when their workstation is turned on. If their workstation is off and we log in via OWA they appear to get all email.  It seems to happen more frequently to or email addresses, but if the user email's and then john doe replies the email comes in without issue.
Any ideas?
Question by:dslivingston
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Expert Comment

by:Randy Downs
ID: 35189258
check your SPAM folder

Expert Comment

ID: 35189484
Also check the AV email scanning software installed on the client - this is usually tightly integrated with Outlook, so it may autodelete emails it thinks are "unsafe"

Author Comment

ID: 35190423
Thanks Fire - we will check that out.
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Author Comment

ID: 35192627
I have removed all AV from the computers and any programs running in the background the messages still disappear if outlook is open on the workstation.  If the client use's OWA to check their email from any computer it works just fine and all messages come thru.  It now appears to be an issue on 3 clients/email addresses.  
We have also tried creating new profiles and moving the user to another PC with outlook 2007, same issue.


Expert Comment

ID: 35196621
Well, you've ascertained the following:

It doesnt happen directly on the server (using OWA)
It only happens with "untrusted email addresses" (gmail incoming where the mail trail hasnt originated from inside)
It only works on 3 workstations

So, we can state confidently that it is something locally on those machines, not serverside, ISP side, etc

You have removed the security software and this hasnt changed anything, so it's not that

Next: Grab a test bed clean build machine - whether it's actual, or a VM), install a clean copy of Outlook on it, and create a new mail enabled User. Test
If this works fine with those email addresses, log onto one of the 3 rogue workstations as the new User, and test again
If this blocks, then it's something in that Outlook installation

Author Comment

ID: 35199706
The only thing we have not tried is fresh load of windows and outlook. I did setup one of the bad users/email address on a workstation computer that was setup with a working profile and email address with a new profile and configured outlook, the same issue occurred.

I will try the new computer/clean install of windows and outlook and see what happens, unless there are any additional suggestions.


Accepted Solution

dslivingston earned 0 total points
ID: 35296744
Ok, we finally found the issue.  On the 3 computers in question somehow Outlook was set to permanently  delete junk mail, and apparently it was viewing email sent from gmail, hotmail etc as junk.
Thanks for the suggestions and help.

Expert Comment

ID: 35298168
Glad to be of help. We narrowed it down to something on the 3 workstations, so you're sorted - that's the main thing :-)

Author Closing Comment

ID: 35331334
Issue solved

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