Enabling Outlook Cached Mode causes some email to purge (permanently delete) from live Exchange inbox.
Posted on 2013-06-07
I have a very strange issue.
I have one user complain about never receiving an email, that logs verified as being sent. I have tracked the issue down to the email being deleted and residing in the Recover Deleted Items bin.
Here's where it gets strange.
If I recover the email, it is immediately deleted again within 5 seconds. Back in the Recover Deleted Items folder. No matter how many times I recover, it gets wiped out.
After much troubleshooting, I have narrowed the issue down to Outlook Cached Mode. If I turn cached mode off and recover the email, it remains permanently. As soon as I enable cached mode and reopen Outlook, the email goes bye bye.
There are no Outlook rules. The email is not in Junk Email. It is not in the deleted items folder. It just gets permanently deleted directly from the Inbox.
I have removed the user's machine from the mix by logging in as the user on a newly built VM. I have recreated the OST file several times, on both machines.
Interesting note: after adding a new OST and the Inbox begins its initial sync, all emails BUT the one in question will display in the message list, even though the email still shows in the non-cached mailbox (using OWA). It's not until the Inbox completes its initial sync, that the email disappears.
At this point, I'm completely baffled. Any suggestions? I'm about to delete the user's entire mailbox and recreate it, but I'm hoping to get some answers before I resort to that drastic effort.
***So far I've only been able to tie this issue to a single email, but for all I know there could be others having similar issue***
Windows 7 with Outlook 2007 SP3 and all windows updates.
Exchange 2007 with SP3 (I'm sure updates are missing).
***small update: I tried using yet another computer, and this time with Outlook 2013. The problem does not exist with Outlook 2013. However if I am watching the mailbox with 2013 and open that other PCs 2007 client, the email gets purged.***