Hello, I have an issue where I don't know the next steps in troubleshooting. I have two users who were supposed to receive emails and did not. At first, I blamed the senders server. :) I then called the sender and their tech support provided me with a SMTP log snipplet of the messages going out of their server and being accepted by ours. I use the message id to find in our logs where the message was accepted. I then went to "Exchange System Manager" and use the message tracking center to lookup the message id. The information provided looks something like this: 7/22/2010 11:00 AM SMTP: Message submitted to advanced queuing 7/22/2010 11:00 AM SMTP: Started Message Submission to Advanced Queue 7/22/2010 11:00 AM SMTP: Message Submitted to Catgorizer 7/22/2010 11:00 AM SMTP: Message Categorized and Queued for Routing 7/22/2010 11:00 AM SMTP: Message Queued for local delivery 7/22/2010 11:00 AM SMTP: Message Delivered Locally to amy@domain.com 7/22/2010 11:00 AM SMTP Store Driver: Message Delivered Locall to Store to amy@domain.com Since the message obviously came into our system through SMTP, and the message tracking center shows it being delivered to both mailboxes in question, I don't know what my next step should be. I've done a search using the Outlook client and Web Access, manually went through the Junk Maiil folder, trash, and recover deleted items for both users. The messages came in, were "delivered to Locally to amy@domain.com, but neither Amy or Fred received the messages. Can anyone give me an idea what is going on, or what my next troubleshooting step should be? I thought when it said "Delivered Locally to xxx@xxx.com, that was the final word that the message was in the users mailbox. Any help would be appreciated. Thanks, Jeff

It's not a rule they have set up in Outlook is it by any chance Jeff? or, is there any security software installed that could be filtering these e-mails locally? If you get the user to close Microsoft Outlook down, and open OWA instead. During that period, get the sender to resend the message and see if it appears in the users inbox?

Check in the recover deleted items, to see if it was deleted out of the recycle bin. My only other thought would be if you have a client side anti-spam software that may have removed the message.Please remember to click Mark as Answer on the post that helps you, and to click Unmark as Answer if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.

It's definately not a rule. I checked for that. I checked the Junk Mail folder without success. One of the users has Symantec Endpoint protection which has an e-mail component, but the other only has an old version of SAV which does VERY little other than check attachments for viruses. We have Symantec Mail Security on the server, but we've never had a problem like this before. I'll look through the symantec mail security on the server and see what it's logs have to say, but I'm not hopeful as we've been running this configuration for more than 2 years without an issue like this.

Sorry, I already checked that on both users accounts. The one with MSO 2007 was easy to find, but I had to hunt around a bit on the user running MSO 2010. Why do they have to move things? :)

Hi Jeff, Did you try disabling the e-mail component to see if the user could receive the message? there could be a problem with the message itself, but I once had a similar problem where the security software was incorrectly modifying the messages (certifying them), and making them unreadable to the client. I can't think of a possible scenario where a message delivered locally to the store wouldn't actually be there otherwise.

I'm not sure what you mean by disabling the e-mail component. Since I checked via OWA, I figured that was as close as I could get to a realtime view. Can you detail what you mean? Thanks. Jeff

OK, you mentioned you went into OWA, what were the results? With most security software, you can turn on and off it's components very easily. From the Endpoint console for example, click on Settings, and you'll see Email scanning listed here. For the purpose of testing, turning it off for the time being is all you need to do. You can do the same on the server side as well.

Hi Jeffery, Do you mean Amy and Fred cannot receive mails only from the specified sender? Could you please ask the sender send a test mail to you?Frank Wang

I'm following you now. I didn't realize you were talking about the e-mail component of the security software. I disabled entire security product including anti-virus, etc. for testing. The message(s) in question did not show up in OWA either.

Amy and Fred have both gotten messages from the sender(s) in question. The problem is on multiple occassions, they have been made aware that they did not get a message when someone else who did receive the message replied to all and Amy or Fred received that reply to all. They've been mentioning this for a couple of weeks, but I put it off to the sender's server, random bit-bucketed e-mail, ghosts in the wire, etc. :) Now that I was able to track a specific message and it appears to have come into our system but never showed up in Fred or Amy's mailbox, I'm concerned that something is going on. I've never seen anything like this before, so I'm not sure what to do next. At this point, there is a loss of confidence in the mail system which is just totally unacceptable. Soon, as other users hear about this, they will start having imaginary messages dissapearing that I will have to try and track down, and my life will become a living **** at that point. :( Please help. Jeff

Is it just when they receive messages from this specific sender? they don't normally have problems receiving external mail? I can't think for the life of me what else could possibly cause this. :/

Is it just when they receive messages from this specific sender? they don't normally have problems receiving external mail? I can't think for the life of me what else could possibly cause this. :/ They have caught this happening from two different sources. It is hard to say if/howmuch it is happening because answering, "when did you not get something" is very hard. Both sources that this has happened on are sources that eithter do a "blast" where they expected a message and didn't get it, or received a "reply to all" where they should have gotten the original message, but didn't. At this point, we are left wondering how often is this happening and we aren't catching it? A weird and likely unrelated note: Yesterday, when one of our users was sending messages to an Internet user, they were being redirected to another internal user. I checked all of the sending users rules and none of them were outbound message rules, but once I disabled them, the messages stopped getting redirected. I don't know, I'll look into what kind of major mantenance routine can be run against an exchange 2003 server and run it next week some time. Any other ideas? Thanks, Jeff

I'm afraid not Jeff.. completely out of idea's I'm sorry.. will leave this thread open for input from any of the other Exchange guru's.

Hi Jeff Did you ever figure out what was happeing here? I have the exact same problem, tracker shows the message deleiverd localy, but its not showing up in my inbox. I don't have any client email management or anything like that, but I cant figure out what is happening to these emails any help would be great Cheers Tony

Afraid not, I did maintenance on the exchange server and asked that I be made aware the next time this happens. So far nothing, but again, it is the "tell me when you find something you might not expect not coming to you." Hopefully it was a little glitch that was fixed by the maintenance. I found an Internet document on clearing this, running that, and doing the other-thing type maintenance on an Exchange server that I followed. I stuipidly did not save the link and have not been able to find the link again. Is there an official "regular" maintenance document for Exchange 2003 servers that I can peform quarterly? Thanks, Jeff