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vanderfield

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Missing emails

Hello
I have a user who received an email from an external sender via our exchange 2007 server.  He replied to that message however the reply message seems to have disappeared.  He is using Outlook 2010 and can't find the message in his Sent Items, Outbox, Deleted Items or anywhere else I can think of looking, however when viewing the incoming message we can see the bar at the top saying "You replied to this message on ........".  We also checked in OWA and it displays the same message.  I have run Message Tracker from the Exchange Management Console and there is no record of the reply, neither is there anything in the Queue Viewer.  I even tried the "Recover Deleted Items" button in Outlook but it wasn't in that list either.  He believes there would be other emails he sent around that same time that also can't be found.  We have since tested his ability to send and it seems to be fine now.
Does anyone have any suggestions as to what might have happened here?
Many thanks
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Manpreet SIngh Khatra
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He is using Outlook 2010 and can't find the message in his Sent Items, Outbox, Deleted Items or anywhere else I can think of looking, however when viewing the incoming message we can see the bar at the top saying "You replied to this message on ........" -
Hope there isnt a rule or email moved to some PST ?
Did you try to do a search in Outlook or simply RIght click on the earlier email and say "Find All Related Messages" ?
Did you happen to Highlight each folder and check "Recover Delete Items" ?

Does he uses any device or AV ?

- Rancy
1 - Use Exchange System Manager Message Tracking Center to verify that it left your organization.  

If you the message center show that it was sent and you cannot find it then it probably was deleted with shift and delete

 A POP3 clients could have removed the mail from the mailbox but it would have taken other mails within a date range.

2 - Use Exchange System Manager to check the outbound queue for the destination domain if it is stuck there.

3 - Look in the outbox of MS Outlook to see if the mail if it is stuck there

4 - Verify that the Outlook view is set to show all messages in the sent folder
If the message isn't in Message Tracking then it wasn't sent.
If the message isn't in Sent Items etc, then it probably was lost by Outlook. However do check in OWA, as I have seen messages appear there and not in the mailbox.
Could be an indication of a corrupt OST file, so recreating that will help with future problems, but getting the original message back is probably going to be impossible.

Simon.
This original email that ws replied to.....
What folder was it in?
Is it in a subfolder or another folder other than Inbox?

If so

Have a look in the users Options
File>Options>mail
Under Save Messages......

Look for

When replying to a message that in not in the inbox, save the reply in the same folder

Can you check to see if this is Ticked

If it is, remove the tick


Possible the reply is somewhere is the same folder if the above case is possible
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vanderfield

ASKER

Thanks everyone for your replies.

Rancy, No there is no rule to move sent items to anywhere.  I did try to find related messages but it did not find the missing item.  I tried to Recover Deleted Items using the Sent Items folder but it wasn't there either.

Masterofall, There was no reference to it in Message Tracking, it was not in the Queue or the Outbox, and Outlook is set to show all messages.

Simon, I checked in OWA and the sent item was not there either.  However the email that was replied to did display the message to indicate that it had been replied to.  I'm not so worried about getting the message back as I am about it being some sort of systemic problem that will get worse.  What do you mean by "Could be an indication of a corrupt OST file, so recreating that will help with future problems"?

apache09, The original email was in the Inbox when it was replied to.

As stated in my comment to Simon, I'm not really concerned about retrieving the email - more that there is some gremlin creeping in will spread to other users or will re-occur with that same user.
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Simon Butler (Sembee)
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I would delete the outlook and restart let make a new one, then might also move the mailbox to another database, thanks.