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OLK2013 receives same email over and over, but only this one email

Posted on 2016-10-17
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Last Modified: 2016-11-08
I have a situation where a user running OLK2013 on Win10 keeps receiving one particular email from his ISP hosted mailbox.

  • He receives about 50 emails a day, but this one email keeps being received into the inbox about 10-15 times a day.  
  • OLK is set to download his email every 15mins, and the email doesn't come into the inbox on every sync with the POP mailbox.  
  • At other times he'll receive 3 or 4 in one hit.
  • I have checked the message headers in a random number of the emails, and the headers are identical.
  • I have spoken to the message originator (a cloud based financial package) and they've been able to confirm only one copy of the email went out of their email system, and aren't seeing it repeatedly being sent in their outgoing queues.
  • When we log into web-mail, the message isn't visible

While we can set up rules, the volume is increasing steadily, has a sizable pdf attached, and is being downloaded over mobile broadband with a very low quota.

I am stumped!!!
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Question by:mbkitmgr
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John Hurst earned 125 total points (awarded by participants)
ID: 41847562
Open Control Panel, Mail, and delete the Outlook Profile (deletes the account but not the PST file). Shut down, start up and open Outlook. Remake the account, point it to the existing PST file and then test.

If you still get repeats, locate SCANPST.EXE in the Office Programs folder. Close Outlook make a backup of the PST file and run SCANPST against the PST file. Start Outlook with the repaired PST file. Does that correct the issue?
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by:Maclean
Maclean earned 125 total points (awarded by participants)
ID: 41847563
Guess a few of the basics which you may have covered already are

1] Deploy all Outlook 2013 patches
2] Delete & Re-create Mail profile from the control panel>>mail (use a new PST & re-create OST)
3] Check your SPAM Filtering appliance for issues (If applicable).
4] Disable caching on outlook
5] If all fail, re-create user profile on Windows and setup mail again with clean profile.
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by:Malmensa
Malmensa earned 125 total points (awarded by participants)
ID: 41847569
Possibly a very large or corrupt email in there . You will probably need to enable logging and check out the POP transaction to get to the bottom of it.

One thing to bear in mind is that POP servers generally don't delete any messages until a transaction has been completed.

Thus, you may see a heap of DELE commands, but until QUIT has happened, the messages remain. If you have 20 messages, and the client is interrupted pulling down the 18th, on the next attempt all 20 will be retrieved once again.
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Expert Comment

by:John Hurst
ID: 41847574
Yes, and I think SCANPST should flush out any errors like that.
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Expert Comment

by:Maclean
ID: 41847586
Just remember the 50GB Size limit for the Inbox Repair tool.
And if it doesn't fix it, you still need to re-create the PST. (Can import old msgs when done)
Also if ScanPST errors it can lose mails, so keep a backup, in case they refuse to recover.
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Expert Comment

by:Malmensa
ID: 41847742
I would still suspect a less than 100% reliable connection. Unless a POP3 transaction downloads ALL messages, and completes the transaction with the QUIT command, it all begins with the first message next time email is received. I have seen this MANY times with POP3.
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Assisted Solution

by:Edwin Hoffer
Edwin Hoffer earned 125 total points (awarded by participants)
ID: 41847757
Hello

It generally occurs when the Outlook is setup to "Leave the copies emails on the server". So by unchecking this may resolve your problem. Sometimes it may also occurs due to PST file corruption. So solutions suggested by experts can be helpful fix the problem.

To create a new Outlook profile, please go through the post:
http://www.msoutlookware.com/basic-tips/introduction-of-outlook-profile.html

Know how to run Inbox Repair Tool (SCANPST.EXE) step by step, click here
http://www.pstrepairtool.org/blog/what-is-inbox-repair-tool.html

You can also use a tool to clean up the duplicate emails.
http://www.pstrecovery.net/remove-outlook-duplicates-free.html

Thanks & regards
Edwin Hoffer
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Author Comment

by:mbkitmgr
ID: 41847758
Hi Malmensa, forgot all about the logging,  User has locked his workstation
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Author Comment

by:mbkitmgr
ID: 41847874
Thanks Edwin, but no its not set to leave on the mail server.  As mentioned in the description, the issue is with one recurring email only, and it is the same email being received (as confirmed by the details in the message header)
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Expert Comment

by:John Hurst
ID: 41848052
Did you try SCANPST as suggested earlier?  Please do that and let us know.
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Author Comment

by:mbkitmgr
ID: 41851451
I asked the Financial Product Vendor to provide any logs they had to substantiate that it wasn't from their end, and they understandably declined.  

I asked the 3rd party who owned the "invoices" to change the email address in the details for my client.  Bingo the emails started arriving in my inbox.  Called the Financial vendor with the evidence and they now say thousands of customers of their product have reported the same issue.

And why didn't the emails appear in the web-mail?  
My clients ISP is in the process of moving mailboxes between two webmail platforms, and advised that some emails of certain formats weren't displaying in the new web-mail app.  When we opened them in the "old" webmail site we could see the emails coming into the inbox.

Case closed my dear Watson.
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Expert Comment

by:John Hurst
ID: 41878452
Question was fully answered.
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