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Email message delivered locally to Store but user says they never got it

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  • Email message delivered locally to Store but user says they never got it

    Hey guys,

    I have a user that says he never received a particular email (and I've searched his Outlook too) but in the message tracking it says it was delivered to his mailbox.

    It's happened 3 times that I've noticed and it seem always to be coming from the same external address. I've checked with the user and he says that he doesn't think he's ever received emails from the external address.

    Exchange 2003 sp2.
    Using IMF and archiving the emails.
    Using Trend's SMB Security/Messaging suite.
    I've checked the UCE archive and the Quarantine and the email is not there.

    Has anyone come across this before? Is there some other logs I should be looking at?

    Thanks.
    Regards,
    Jeremy

    Network Consultant/Engineer
    Baltimore - Washington area and beyond
    www.gma-cpa.com

  • #2
    Re: Email message delivered locally to Store but user says they never got it

    If message tracking says the message was delivered, the message was delivered. I believe message tracking more than I believe the user.

    Therefore the user is doing something with the message - deleting it, moving, rules to hide it, something like that. There is always a chance that the message was removed by something on the client, but it will not be server side.

    Just remember - Users Lie. All the time.

    Simon.
    --
    Simon Butler
    Exchange MVP

    Blog: http://blog.sembee.co.uk/
    More Exchange Content: http://exchange.sembee.info/
    Exchange Resources List: http://exbpa.com/
    In the UK? Hire me: http://www.sembee.co.uk/

    Sembee is a registered trademark, used here with permission.

    Comment


    • #3
      Re: Email message delivered locally to Store but user says they never got it

      Thanks Simon. I'll see if I can get some time tomorrow to look over the user's shoulder and I'll make sure there's no settings on the client that's removing the email.
      Regards,
      Jeremy

      Network Consultant/Engineer
      Baltimore - Washington area and beyond
      www.gma-cpa.com

      Comment


      • #4
        Re: Email message delivered locally to Store but user says they never got it

        Forgot to post the results.

        It turns out that Outlook was configured with the most restrictive Junk Email settings possible. It was set to permanently delete anything it thought was spam. So emails from this particular address were getting permanently deleted before the user saw them.

        Thanks Simon.
        Regards,
        Jeremy

        Network Consultant/Engineer
        Baltimore - Washington area and beyond
        www.gma-cpa.com

        Comment

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