Exchange Messages not reaching the user

Hello,

We use a McAfee SaaS mail filter that shows messages being delivered to an end user but Exchange 2013 simply has no record of it in message tracking. The Exchange 2013 Malware Filter is uninstalled. Where do I go from here to figure out why messages are simply not showing up?
jeffersonnunnAsked:
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Simon Butler (Sembee)ConsultantCommented:
If the message is not in Message Tracking, then it didn't reach Exchange, simple as that. I believe message tracking over everything else.

Your mail filter cannot show the message being delivered to the user, but being delivered to the server.

Enable logging on the Receive Connectors to see whether Exchange rejected the message.

Simon.
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jeffersonnunnAuthor Commented:
It shows as received.

2015-06-08T21:44:24.144Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,25,192.168.0.6:25,208.65.145.245:57012,*,
2015-06-08T21:44:24.222Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,26,192.168.0.6:25,208.65.145.245:57012,*,,"TLS protocol SP_PROT_TLS1_0_SERVER negotiation succeeded using bulk encryption algorithm CALG_AES_256 with strength 256 bits, MAC hash algorithm CALG_SHA1 with strength 160 bits and key exchange algorithm CALG_RSA_KEYX with strength 2048 bits"
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,27,192.168.0.6:25,208.65.145.245:57012,<,EHLO p02c12m025.mxlogic.net,
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,28,192.168.0.6:25,208.65.145.245:57012,*,,Client certificate chain validation status: 'EmptyCertificate'
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,29,192.168.0.6:25,208.65.145.245:57012,*,,TlsDomainCapabilities='None'; Status='NoRemoteCertificate'
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,30,192.168.0.6:25,208.65.145.245:57012,*,,TlsDomainCapabilities='None'; Status='NoRemoteCertificate'
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,31,192.168.0.6:25,208.65.145.245:57012,*,SMTPSubmit SMTPAcceptAnySender SMTPAcceptAuthoritativeDomainSender AcceptRoutingHeaders,Set Session Permissions
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,32,192.168.0.6:25,208.65.145.245:57012,>,250-Hello [208.65.145.245],
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,33,192.168.0.6:25,208.65.145.245:57012,>,250-SIZE 104857600,
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,34,192.168.0.6:25,208.65.145.245:57012,>,250-PIPELINING,
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,35,192.168.0.6:25,208.65.145.245:57012,>,250-DSN,
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,36,192.168.0.6:25,208.65.145.245:57012,>,250-ENHANCEDSTATUSCODES,
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,37,192.168.0.6:25,208.65.145.245:57012,>,250-AUTH NTLM LOGIN,
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,38,192.168.0.6:25,208.65.145.245:57012,>,250-X-EXPS GSSAPI NTLM,
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,39,192.168.0.6:25,208.65.145.245:57012,>,250-8BITMIME,
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,40,192.168.0.6:25,208.65.145.245:57012,>,250-BINARYMIME,
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,41,192.168.0.6:25,208.65.145.245:57012,>,250-CHUNKING,
2015-06-08T21:44:24.253Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,42,192.168.0.6:25,208.65.145.245:57012,>,250 XRDST,
2015-06-08T21:44:24.300Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,43,192.168.0.6:25,208.65.145.245:57012,<,MAIL FROM:<btv1==601a0b6f39a==dude@missingmail.com>,
2015-06-08T21:44:24.300Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,44,192.168.0.6:25,208.65.145.245:57012,*,SMTPSubmit SMTPAcceptAnySender SMTPAcceptAuthoritativeDomainSender AcceptRoutingHeaders,Set Session Permissions
2015-06-08T21:44:24.300Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,45,192.168.0.6:25,208.65.145.245:57012,*,08D264C05233B2F7;2015-06-08T21:44:24.066Z;1,receiving message
2015-06-08T21:44:24.300Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,46,192.168.0.6:25,208.65.145.245:57012,>,250 2.1.0 Sender OK,
2015-06-08T21:44:24.331Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,47,192.168.0.6:25,208.65.145.245:57012,<,RCPT TO:<myuser@mydomain.com>,
2015-06-08T21:44:24.331Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,48,192.168.0.6:25,208.65.145.245:57012,>,250 2.1.5 Recipient OK,
2015-06-08T21:44:24.363Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,49,192.168.0.6:25,208.65.145.245:57012,<,DATA,
2015-06-08T21:44:24.363Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,50,192.168.0.6:25,208.65.145.245:57012,>,354 Start mail input; end with <CRLF>.<CRLF>,
2015-06-08T21:44:24.566Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,51,192.168.0.6:25,208.65.145.245:57012,*,,Proxy destination(s) obtained from OnProxyInboundMessage event
2015-06-08T21:44:24.769Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,52,192.168.0.6:25,208.65.145.245:57012,>,"250 2.6.0 <E9A43BD6F639DE4BAAAB8BD1CD0CE4BD607843E6@exch10-mb1.ccbill-hq.local> [InternalId=7816840478924, Hostname=myhost.mydomain.local] Queued mail for delivery",
2015-06-08T21:44:24.800Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,53,192.168.0.6:25,208.65.145.245:57012,<,QUIT,
2015-06-08T21:44:24.800Z,MAIL\Default Frontend MAIL,08D264C05233B2F7,54,192.168.0.6:25,208.65.145.245:57012,>,221 2.0.0 Service closing transmission channel,

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Simon Butler (Sembee)ConsultantCommented:
Does message tracking show other messages being received correctly?
AV software have the correct exclusions in it?

Simon.
0
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jeffersonnunnAuthor Commented:
Simon,

The message tracking does show other messages being received just fine. In fact, the McAfee SaaS Inbound Email shows that our mail server properly received all the messages. For some reason, the message documented above was not received. I do not know the reason and this is what I'm trying to find out. To Wit:

MESSAGE RECIEVED BY THE USER
McAfee Cloud Email Filter -> Received, Processed, Delivered to Exchange Server
SMTP Transport Log -> Received
Message Tracking -> Shows Received

MESSAGE NOT RECEIVED BY THE USER
McAfee Cloud Email Filter -> Received, Processed, Delivered to Exchange Server
SMTP Transport Log -> Received
Message Tracking -> Not there at all

What are the steps between SMTP and Message Tracking?
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Simon Butler (Sembee)ConsultantCommented:
The only thing that could get in the way between Transport and message tracking would be AV software scanning something it shouldn't be. Usually as soon as it has been received by the receive connector it hits transport and is in the message tracking logs.

Simon.
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jeffersonnunnAuthor Commented:
Hi,

Well we did have "ESET" antivirus on there before. It has since been removed. How do I check to see if there are any random traces left behind for AV / Antispam?
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jeffersonnunnAuthor Commented:
Well I n ever got a response back. I'm going to just leave it open and petition for admin support.
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Simon Butler (Sembee)ConsultantCommented:
No one is paid to answer your questions, and not everyone operates in the same time zone as you.

Has the server been rebooted since the AV software was removed? Is there any other third party software installed on the server?

Simon.
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jeffersonnunnAuthor Commented:
Yes the server has been rebooted. There are no other third party software items on the server.
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kenfcampCommented:
Please note my exchange experience is rather limited, however after reviewing the log sample you provided I noticed your message was "queued for delivery" however there is no "message sent status"

You might be able to verify this by checking your mail servers message queue

Ken
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Veerappan SundaramSenior Technical ConsultantCommented:
If you are using "-EventID receive" with message tracking, please remove and try.
Also check your poison queue.

--Veera.
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SteveCommented:
try checking your transport agents for any unwanted filtering/processing:
Get-TransportPipeline | Format-List

this will show all steps the message takes and may identify if ESET or any other programs have a say in the process.

other than that, go back to the SMTP logs. don't just look to see if it was received but look at more info. when you compare the ones that get through and the ones that dont, are there any differences? different sender or recipient? with or without an attachment for example.
Have you checked it's not just a specific recipient address/disty that's having an issue?
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