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Several users missing all mail from inbox prior to certain date

I've got a single Exchange 2010 Server in operation at the company I work for. All clients hitting that server from the desktop are using Outlook 2010.

Recently, I had a user (the company president, of course) who had a very large chunk of the email in his inbox completely disappear - everything prior to mid-May. Initially I thought that perhaps an auto-archive had taken place due to the very large size of this account (roughly 7gb), but no .PST file can be located. This issue seemed to have only affected the Inbox itself, as all other folders and sub-folders have contents goingback several years. I've completely removed his account settings from Outlook on his PC and re-added it, but the missing email is nowhere to be found. Interestingly, the email in question is also missing from his account on his iPhone as well, which leads me to believe that this has nothing to do with Outlook on his PC.

Now, a few days later, the same thing has happened to another user. In her case, it is also everything prior to roughly mid-May, although I think it is a different day than the first affected user. I know that it was not a size issue in this user's case, as her mailbox is only 270mb on the server.

In both users cases, I can long into their accounts via the Outlook Web App, and see no difference - the missing mail is still missing there as well.

Both users are panicked of course, as both had vital older emails they were saving that now appear to be gone.

I'm not really sure where to go with this, as it is not something I've ever seen before. Has anybody else ever encountered this, or have any idea what may have caused it? Or better yet, anybody have any idea how I might be able to fix this?

Thanks.
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HLS_TechSupport
Asked:
HLS_TechSupport
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1 Solution
 
MikeIT ManagerCommented:
Check and make sure there's no active Retention Policy running.  This is the only thing I can think of.

Organization Configuration>Mailbox>Retention Policies.
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S_K_SCommented:
Have you tried checking the Recover Deleted Items Option in Outlook?

Since you stated that this issue has now happened for more than one user then a question comes to mind is whether there is any sort of retention policy that might have been enabled for users in the environment or for specific users?
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HLS_TechSupportAuthor Commented:
Under Organization Configuration>Mailbox>Retention Policies, I have only two items listed -

ArbitrationMailbox, and Default Archive and Retention Policy. Under the Mailboxes tab, neither have any users added to them.
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S_K_SCommented:
Check the output for the below command.

Get-Mailbox -identity "username" | ft ManagedFolderMailboxPolicy, RetentionPolicy

If no policy is set then it has to be client side issue. Check if Blackberry or other client in addition to Outlook and it's not choosing the option to keep mail on the server.

Check what the View type is set in Outlook.
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HLS_TechSupportAuthor Commented:
No policy is set for either user. As I said in the OP, both users have access to their accounts on their iPhones, as well as OWA, and the mail is missing there as well. Both phones are setup to connect using Exchange ActiveSync, and have been doing so without issue for quite some time now. No settings have changed for either user on either phone.
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S_K_SCommented:
How about checking the option Recover Deleted Items option in Outlook to see if the missing items show up there?
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HLS_TechSupportAuthor Commented:
Checked that. Nothing in there that the users didn't intentionally delete, and even then it was only items over the past few days. Nothing from earlier than mid-May.
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S_K_SCommented:
Since it is a single Exchange server check if you find anything relevant in application or system logs.
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HLS_TechSupportAuthor Commented:
I was not ever able to find any sort of resolution for this issue, despite all of the digging I did on the matter. In the end, I had to get the affected users to accept that their email was gone and that there was nothing I could do about it.

Closing this issue.
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HLS_TechSupportAuthor Commented:
No solution, unfortunately.
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