Users are having missing email
Problem reported by Johnny Loh - July 10, 2016 at 8:20 PM
Submitted
Hi,
 
My users are having missing email. On and off they will have email missing.
 
User report that yesterday the email was seen on Iphone. When back into the office, user open their outlook but do not see the email there. Since the email is not there, user when back to Iphone to forward the email again. when user selected the same email, it display:
-------------------------------------------------------------------------------------
From:
Sent: monday, January 01, 0001 12:00am
To:
Subject:
 
The message you are looking for does not exist.
-------------------------------------------------------------------------------------
 
The following are some check that i have done:
1 - view log - smtp log shows that the email are there(tried other options of log, nothing showing).
2 - User verify using IMAP, not pop3 service.(report show no traffic in pop3 service for the user email account)
3 - Backup shows that the email when in the user's email account.
 
 
There are previous incident similar to the above description.
 
I'm wondering if there is anyway to monitor email deletion?
Anything that i have miss out?
Anyway to fix the missing email issue?
 

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Von-Austin See Replied
Employee Post
Johnny,
 
We have had one other report of this as well, however through our analysis we determined the items were missing due to a massive POP deletion.
 
However, since you don't see any POP3 traffic I would highly urge you to open a support ticket with us so that we may investigate further to see if we can track this down for you. 
 
We do have some mailbox logging that can be enabled that will log deletes, new messages, etc into a debug log file that you can analyze to see if you can find the source of the deletes. This can be enabled by editing the mailconfig.xml file located by default under C:\Program Files (x86)\SmarterTools\SmarterMail\Service. Within the logging section you'll want to add the following under the logging section:
 

<enableMailboxWatchDebugLog>True</enableMailboxWatchDebugLog>

<watchEmailAddress>account1@example.com, account2@example.com</watchEmailAddress>
 
Once this change has been made, you'll want to stop\start the SmarterMail service and once the issue surfaces, you should find a mailbox log for these users under under C:\SmarterMail\Logs by default. If you cannot locate the source of the deletes within this log file, please open a ticket with us and we can analyze the log further. 
Von See
Technical Support Supervisor
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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