exchange 2010 tracking down an email that never arrived

We have a user that says they didn't receive a few emails from an outside address last week.   I checked our spam filter which is a separate physical server from exchange and I can see the email passing through that as it was whitelisted.  I verified the internal address and also confirmed that this remote user has been able to send to the internal user in the past.  

On exchange I went into the message tracker and see those emails that never went through.  Again made sure the internal address was correct.  

I pulled up the users account and nothing showed up in deleted items, inbox, etc..  I did a search of the mailbox and it found an email from this user from a few months ago.     I also looked at "recover deleted items" and nothing showed up.  

Also checked auto archiving and it is setup for every 14 days, so that rules that out.

Not sure if there is a way to track the message any further with a tool on exchange or a way to dig any deeper to locate the emails.

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Will SzymkowskiSenior Solution ArchitectCommented:
Try doing a search using the Get-MessageTrackingLog cmdlet.

Get-MessageTrackingLog -Start "01/01/2013 9:00AM" -End "10/07/2013 5:00PM" -Sender "" | ft

If nothing is showing up in the message tracking then it is not hitting the Exchange server. Ensure that your logs/tracking are working correctly. You can use the command above for other users internal of external and you should get results.


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tiptechsAuthor Commented:
I was able to locate the emails via the message tracking using  EMC.  Just not sure if I can track it any further then showing it hitting the exchange server.
Simon Butler (Sembee)ConsultantCommented:
Does message tracking show them as delivered? It should do.
If so then they are in the mailbox somewhere. Either they are moved, hidden or the user has deleted them and is just lying to you (the latter is very common).

tiptechsAuthor Commented:
I did try to recover the deleted items and found nothing in there (I agree that they may be just lying, but want to make sure).   How can you tell if they are hidden ?  

With this particular user they only have like 30 emails in there inbox and don't have any other folders.  So it makes it fairly easy to search through the emails.
Simon Butler (Sembee)ConsultantCommented:
If you suspect the email items are hidden, then reset the views in Outlook so everything is seen.

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