Missing mail

We use a SBS running  exchange server 2010, in our office, connected via pop3 connector to an ISP.

A staff complained that he only he did not receive an email sent to him, even though other staff received it. He only received the third correspondence and realized he did not receive the first two correspondence.

I would like to know why to go on the Exchange server to check this problem.

In the image i attach you can see that the staff email in Cc: is in link color format (blue) instead of the name of the staff as others appear.

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Jamie McKillopIT ManagerCommented:

Use Message Tracking in the EMC toolbox to track the message and verify it was delivered to the mailbox. If it was, then there are three possibilities:

1. The user accidentally deleted the file
2. The email is in the user's Junk Email folder
3. The user has an Outlook rule that acted on the email to either delete it or move it

Check the deleted items folder and the junk folder. Also, use Recover Deleted Items to see if the message is in the dumpster.

Andrew DavisManagerCommented:
First. Using the POP3 connector to collect email from your ISP and forward it to you is a BAD idea. The POP3 collector was only ever designed to be a temporary measure until you got your mx record changed so that email is routed directly to your exchange server. However i know a lot of companies do it this way because they didnt want to spend the small amount of money to get their own domain, but rather pay me more in one support call to fix the issue every time.

That said, you need to first make sure that the email is getting collected from the ISP the logs for this are here "C:\Program Files\Windows Small Business Server\Logs\pop3connector\pop3service.log".

Once they are collected they are then go into the incoming queue, so here is where the message tracking takes over.

1. one more point of failure.
2. If the users mailbox cant get the message for any reason (exceeding a quota). then the message will be dropped, but the sender will think that it was delivered as the ISP accepted it.

Alternate solution.
Don't use the POP3 collector in Exchange. Instead configure the client to collect their own email by adding a pop3 account into their outlook client, then tell it to store the email in their exchange mailbox. This way if there is a failure to collect the issue will be in front of the person for them to notify you.

far55Author Commented:
Andrew thank for this advice.

please could you explain the alternate solution more.

Is it a standard way of receiving emails without the Pop3 connector

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Jamie McKillopIT ManagerCommented:
There may be a good reason to use the POP3 connector. For example:

1. You don't use your own domain name for mail and are using a domain owned by your ISP
2. Your ISP has port 25 blocked to any location except their own mail servers
3. You want a level of redundancy for inbound mail and it is not technically or economically feasible to do it yourself

Ideally, it would be best to have mail sent directly to your mail server. You would need to own your own domain and have the MX records for that domain setup to point to your server. Ensure your ISP allows port 25. If you have a business class line, that should be the case but probably not if you have a residential class line.

Andrew DavisManagerCommented:
please could you explain the alternate solution more.
Sure. On the clients outlook client you will allready have an exchange account. Simply setup another account (POP3) and make sure you dont mark it as the default account. As long as the mailbox remains as the destination for mail it will be good.
What will happen is that the client computer will go out to the POP3 (ISP) collect the mail and dump it in their Exchange mailbox. Similar to what the Exchange server is currently doing for them.

The receiver will see if there are any errors collecting the messages.
The receiver can at anytime click the send/receive instead of waiting for the cycle time that is set at the exchange. This is handy if they are waiting on something urgent.

Time consuming to go to EVERY client in your company and configure it. But you dont have to use it for everyone. So you can have your problem child manageing their own, and leave exchange to do the rest.

Is it a standard way of receiving emails without the Pop3 connector
The alternate is not the standard in an exchange environment. It is just an alternative. The standard in an exchange is to have mail directly routed to your server via your own Domain name and MX record.

You don't use your own domain name for mail and are using a domain owned by your ISP
Sorry I don't see this as a good reason. If you have exchange then you have put a large commitment in dollars into having a professional system, but by not having your own domain and using something like bob@someISP.com of bob@gmail.com gives the impression to your clients that you don't have faith in your own business to bother with branding your email address. Cost of exchange (defendant on country so i will use rough figures) $1000, Cost of domain per year $50. Why wouldn't you?

Your ISP has port 25 blocked to any location except their own mail servers
Get another ISP. Hardly any large ISP's Block port 25 these days. If they do then there are ways around that via gateway antispam services. But if they Block 25 then they more than likely also block 80 and 443, because they dont want you to run a server. In which case now you cant use any of the remote exchange features.

You want a level of redundancy for inbound mail and it is not technically or economically feasible to do it yourself
Why? Technically - You bought exchange and configured it so it is feasable, to say its not is just Lazy. Economically - You dont have to spend a cent. if your exchange server goes down then the senders server will keep re-trying to send the message on the interval that it has set. It will continue to do this for as long as it is set to usually no less than 12 hours, commonly set to 5 days. Also the sender will get a notification that the message is having trouble being delivered so if it is important then they can make alternate contact.

You missed the biggest hurdle to having it direct which is static vs dynamic IP. There are ways around this but by far the best solution is to use a static connection.


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far55Author Commented:
Dear JJ and Andrews thanks,

JJ i tried to use the EMC toolbox to track but i get the following error: "Error reading active directory object or attribute. Diagnostic Information for this error: DefaultDomain not found in Organization First Organization" What does this mean?

Thanks Andrew.
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