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Attachments not being received by one user (but get through fine to other recipients)

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  • Attachments not being received by one user (but get through fine to other recipients)

    Hello all

    We all are in a AD windows 2003 domain, with single Exchange 2003 as mail server, with all updates installed.
    Workstations are a mix of Windows 7 and XP, version of Office/Outlook is 2007 for all.

    We have a client which sends us frequently certain documents. Do not know what version, but I know they use Outlook.
    When this client sends us email with attachments,
    - all internal users get the email+attachment,
    - but one manager (CCed on same email) gets only the email (no attachment).
    - Size of the email (as seen by manager) is small too, according to his Outlook, (not the usual size on other people's mailbox_
    - Size of the email by other users is appropriate (they do get the attachment after all).
    - Logging in OWA as manager still the same issue (email only, no attachment).

    This only happens for attachment sent to this manager from this particular client, attachments from other people sent to manager show up fine.
    If the sender FW an email with an attachment to same manager, attachments come through.
    Attachments are mostly PDFs, but issue happens with other types of attachments as well.
    When I check our antispam server (inside the firewall), the size of the email is appropriate (indicating the attachment is making it through fine).
    Also, the other users receive the same email fine, so it seems to have something to do with the Exchange server

    I have had the client send the email as RTF, HTML, TXT format, still same result (manager does not get attachment).
    I have had the client send the email, and manager kept Outlook closed, and only opened through OWA, still same result.

    On Exchange tracking tools, it shows:
    12/14/2012 9:01AM Sender... Subject.... recipient... Size 88K (so it recognizes the full size, 88k)

    On the message history, it shows
    12/14/2012 9:01AM SMTP: Message Submitted to Advanced queueing EVENT ID 1019
    12/14/2012 9:01AM SMTP: Message Started Message submission to advanced queue EVENT ID 1025
    12/14/2012 9:01AM SMTP: Message Submitted to Categorizer EVENT ID 1024
    12/14/2012 9:01AM SMTP: Message Categorized and queued for routigng EVENT ID 1033
    12/14/2012 9:01AM SMTP: Message Queued for local delivery EVENT ID 1036
    12/14/2012 9:01AM SMTP: Message Message delivered locally to user at mydomain.com EVENT ID 1023
    12/14/2012 9:01AM SMTP Store Driver: Message delivered locally to Store to user at mydomain.com EVENT ID 1028

    n the C:\Program Files\Exchsrvr\SERVER\20121214.log shows
    # Message Tracking Log File
    # Exchange System Attendant Version 6.5.7638.1
    # Date Time client-ip Client-hostname Partner-Name Server-hostname server-IP Recipient-Address Event-ID MSGID Priority Recipient-Report-Status total-bytes Number-Recipients Origination-Time Encryption service-Version Linked-MSGID Message-Subject Sender-Address

    2012-12-14 14:1:9 GMT 192.168.0.245 emailsecurity.MYDOMAIN.com - BOSDC02 192.168.0.3 USER_at_MYDOMAIN.com 1019 563B07C6D97138478ED4021C45694E2623231864_at_ALC-NYC-MBX-001.CLIENTDOMAIN.com 0 0 89818 1 2012-12-14 14:1:9 GMT 0 Version: 6.0.3790.4675 - Test ClientAddress_at_CLIENTDOMAIN.com -
    2012-12-14 14:1:9 GMT 192.168.0.245 emailsecurity.MYDOMAIN.com - BOSDC02 192.168.0.3 USER_at_MYDOMAIN.com 1025 563B07C6D97138478ED4021C45694E2623231864_at_ALC-NYC-MBX-001.CLIENTDOMAIN.com 0 0 89818 1 2012-12-14 14:1:9 GMT 0 Version: 6.0.3790.4675 - Test ClientAddress_at_CLIENTDOMAIN.com -
    2012-12-14 14:1:9 GMT 192.168.0.245 emailsecurity.MYDOMAIN.com - BOSDC02 192.168.0.3 USER_at_MYDOMAIN.com 1024 563B07C6D97138478ED4021C45694E2623231864_at_ALC-NYC-MBX-001.CLIENTDOMAIN.com 0 0 89818 1 2012-12-14 14:1:9 GMT 0 Version: 6.0.3790.4675 - Test ClientAddress_at_CLIENTDOMAIN.com -
    2012-12-14 14:1:9 GMT 192.168.0.245 emailsecurity.MYDOMAIN.com - BOSDC02 192.168.0.3 USER_at_MYDOMAIN.com 1033 563B07C6D97138478ED4021C45694E2623231864_at_ALC-NYC-MBX-001.CLIENTDOMAIN.com 0 0 89818 1 2012-12-14 14:1:9 GMT 0 Version: 6.0.3790.4675 - Test ClientAddress_at_CLIENTDOMAIN.com -
    2012-12-14 14:1:9 GMT 192.168.0.245 emailsecurity.MYDOMAIN.com - BOSDC02 192.168.0.3 USER_at_MYDOMAIN.com 1036 563B07C6D97138478ED4021C45694E2623231864_at_ALC-NYC-MBX-001.CLIENTDOMAIN.com 0 0 89818 1 2012-12-14 14:1:9 GMT 0 Version: 6.0.3790.4675 - Test ClientAddress_at_CLIENTDOMAIN.com -
    2012-12-14 14:1:9 GMT 192.168.0.245 emailsecurity.MYDOMAIN.com - BOSDC02 192.168.0.3 USER_at_MYDOMAIN.com 1023 563B07C6D97138478ED4021C45694E2623231864_at_ALC-NYC-MBX-001.CLIENTDOMAIN.com 0 0 89818 1 2012-12-14 14:1:9 GMT 0 Version: 6.0.3790.4675 - Test ClientAddress_at_CLIENTDOMAIN.com -
    2012-12-14 14:1:10 GMT - - - BOSDC02 - USER_at_MYDOMAIN.com 1028 563B07C6D97138478ED4021C45694E2623231864_at_ALC-NYC-MBX-001.CLIENTDOMAIN.com 0 0 89818 1 2012-12-14 14:1:9 GMT 0 - - Test ClientAddress_at_CLIENTDOMAIN.com -


    So it shows the size 89818 (which is approx 88k)

    The user however, only received a 13k message.


    Any ideas? Any help is greatly appreciated.

    Thank you.

  • #2
    Re: Attachments not being received by one user (but get through fine to other recipie

    Is his mailbox server the same one that the other users are on?
    How easy is it for you to remove the AV/AS software to test without it? It is usually the cause for most issues like this. Disabling it isn't the same as un-installing unfortunately.
    You say OWA shows the same issue. Have you checked OWA before Outlook has been opened by the user (just in case it is something local on his machine changing it after arrival)?
    cheers
    Andy

    Please read this before you post:


    Quis custodiet ipsos custodes?

    Comment


    • #3
      Re: Attachments not being received by one user (but get through fine to other recipie

      It is the same mailbox server (we only have a single exchange server).

      I have tried with outlook OFF, just OWA open, and still the same issue.

      I will re-create the user profile on other computer (w/o AV) and try that.

      Comment


      • #4
        Re: Attachments not being received by one user (but get through fine to other recipie

        Sorry I mean the AV/AS software on the Exchange server not the client (although that's not a bad thing to try).
        cheers
        Andy

        Please read this before you post:


        Quis custodiet ipsos custodes?

        Comment


        • #5
          Re: Attachments not being received by one user (but get through fine to other recipie

          Not sure if I can remove the AV from the server.

          But why would the AV remove the attachment only for this one recipient, not all of them, and there is no notice or nothing on the AV log for this, and no indication in the email itself?

          The AV works fine in other cases, it actually quarantines the whole email (when it finds a virus or something suspicious) and just sends a generic email to user saying "email quarantined, check with administrator".

          Comment

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