Disappearing emails

Hi, My client uses Thunderbird 31.6.0  on Windows 7. Recently he realized he was not getting emails that he knew had been sent.

He didn't have a junk folder, so we went into tools and fixed that. Now he has one, but of course it's empty.

His POP server is prodigy.net.mx, we went onto web-mail and looked through his spam folder, but they weren't there.

Is there any way we can attempt to track these down? Thanks.
Melody ScottAsked:
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arnoldCommented:
The first thing I would want to know whether there are multiple locations from which the users accesses the emails and are they all configured with a POP account. My guess would be that there is one instance that retrieves the messages at the conclusion of which it deletes them I.e. not set to leave mail on server unless deleted.

Possible culprint is a smartphone, tablet, laptop, etc.
Change the password on the account and see if the issue goes away.
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Jackie ManIT ManagerCommented:
Before you make the change in the junk mail setting, a setting has been made so that the emails which has been marked as junk have been deleted automatically.

http://www.tech-recipes.com/rx/24012/thunderbird-delete-emails-automatically-when-marked-as-junk/

I think that you need to manually recover the deleted "junk" mail. There is a method below but I have not tried it before. The method will only work if you have not compacted the inbox.

Step 1
Open Windows Explorer. Go to “Folder Options” under the Tools menu and click on the “View” tab. Make sure that the button is clicked in front of “Show hidden files, folders and drives.” Click “OK” to save this setting.

Step 2
Navigate to “C:/Users/YOUR USER NAME/AppData/Roaming/Thunderbird/Profiles/YOUR PROFILE/YOUR THUNDERBIRD ACCOUNT,” where “YOUR PROFILE” is eight random letters and numbers followed by “.default,” and “YOUR THUNDERBIRD ACCOUNT” is the Thunderbird account name under which you are recovering deleted emails.

Related Reading: How to Recover a Deleted Mailbox

Step 3
Open the file “Inbox” with Notepad or a similar text editor. (“Inbox” has no suffix; do not open “Inbox.msf.”) Locate your deleted email by searching the document.

Step 4
Locate the line before your email text that reads “X-Mozilla-Status: 0009” (or similar; the number may differ). Change the number to four zeros (″0000”). Save the document and exit Notepad.

Step 5
Close Thunderbird, if it is open, then re-open it. Your recovered emails will appear in the Inbox as unread emails.

Source: http://smallbusiness.chron.com/recover-deleted-trash-thunderbird-51463.html
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Melody ScottAuthor Commented:
To Arnold- thanks, but he only accesses on one device, I should have mentioned that.  To Jackie: Thanks, we'll give this a try!
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arnoldCommented:
mel200, two, thunderbird and web interface.  One option to see whether the issue is with thunderbird or something else, is to make sure the account configuration in Thunderbird is set to leave mail on server.
Now if the message is on the services web interface, but not in thunderbird.
The other option is to check the junk filtering rules along the path Jackie referenced and to make sure it does not automatically delete messages which should be in the deleted folder until the program is closed.
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Melody ScottAuthor Commented:
Got it, thanks!
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Melody ScottAuthor Commented:
Oddly enough, almost all the missing emails appeared today.
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arnoldCommented:
Double check the type of account is setup in thunderbird.

It sounds more like it is of the IMAP type, and thedisapearing emails are likely an issue on the server side and not within your clients.
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Melody ScottAuthor Commented:
OK, I'm pretty sure it's POP3, but I'll double-check.
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Melody ScottAuthor Commented:
Yes, it says, Server: POP Mail server, port 110. And now the rest of the missing emails have arrived. What would be the best thing to do with this question? May I split the points evenly? Thanks for your help, very much appreciated!
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arnoldCommented:
You can do with the points assignment if any as you see fit.

 
Jackie has provided a detailed description on how to recover messages from Thunderbird 'inbox' when one deletes them and then realizes the deletions were in error.
Fortunately for you/your client. The issue was on the provider side.
Though, not sure how an issue on the provider in a pop3 setup would lead emails being missing. The only plausible thing is the client/user accessed it via the web interface and saw the messages, but when they went to thunderbird the message were not downloaded and would not appear on the provider web portal.
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Melody ScottAuthor Commented:
Thanks for all the great info, I appreciate your help!
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