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Outlook Blocking Email for Unknown Reason

Posted on 2013-01-24
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Last Modified: 2013-01-31
I have an issue that I can't figure out.  Our environment is Exchange Server 2010 (latest updates) on Windows Server 2008 R2, Windows 7 Enterprise x64, and Office 2010 SP1 32-bit.  I have one user who is having a weird issue.  It only happens with certain (few) emails.  An email is supposed to come in to her, and she never receives it.  I go into the Exchange message tracking logs, and it says that the message was received and delivered.  But it doesn't show up in Outlook.  She does NOT have any rules setup; I checked both from her computer and the Exchange Server.  The emails do not show up in her Junk E-Mail folder or her Infected Items folder.

Now some of these emails are ones that we can trigger (like a password reset on some site she uses), so I have actually been able to run some tests.  One thing that I find crazy is that if we close Outlook on her computer and trigger the email to send, she will receive it on her phone (where she has an Exchange ActiveSync account).  But then if we open Outlook again and re-trigger the email to send, it doesn't show up...on either device.

This was an issue a while back with her.  At that time, I ran a repair on Office, but that didn't do anything.  Then I created a new Outlook profile, and that seemed to fix things.  But now the issue is back.  Does anyone have any suggestions?

P.S.  I can say that we didn't notice this happening until after I implemented a SonicWALL antispam appliance.  I don't see how that could be any issue, however, since the message is getting through to the Exchange Server AND it actually goes all the way through to the client when her Outlook is closed.  But I thought I'd throw this in for good measure.
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Question by:silver1386
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2 Comments
 
LVL 47

Accepted Solution

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apache09 earned 2000 total points
ID: 38816555
Just a few things I would try to narrow down the issue

Check to see if the user has cached Exchange Mode on
If So turn it off and test

Try opening outlook using
Start>Run>Outlook.exe /cleanviews

This will clear and custom / corrupt views or filters that may be affecting the account

Although there are no rules
Try Start>Run>Outlook.exe /cleanrules

This will for sure clear all client and server side rules you may or may not be able to see

Try disabling the sync on the MObile device, then test

last bu not least, try outlook in safe mode

Start>run>outlook.exe /safe

see if it works here, if it does its going to be related to an 3rd part app or add in thats affecting the mail
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Author Closing Comment

by:silver1386
ID: 38841149
My user has been extremely tied up with audit stuff, so I haven't even been able to try any of these.  That being said, the answer give was good and specific, and it would be unfair to wait until I have time to get around to this.  So I am accepting this solution.
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