MAPI > Outlook 2016 Emails continue to occasionally 'disappear'

Problem reported by Mike Mulhern - 2/10/2021 at 8:29 AM

Submitted

MAPI > Outlook 2016, emails continue to occasionally disappear in Outlook. It is an intermittent problem. Sometimes this is in conjunction with replying to emails, sometimes not. The ‘disappearing act’ is documented with 6 users currently although I am certain it is occurring on a wider scale.
1. The email remains in the SM database and can be found by logging into webmail OR querying the SM database thought Outlook by looking for more results, such as in the pic below. Unfortunately from the User’s perspective the email has still ‘disappeared’ in a normal email search and in the list of emails:

I argue that SM should fix this issue ASAP with the highest of priorities as when emails ‘disappear’ a user will begin to question the veracity of the email database and Smartermail in general. This is not some minor bell and whistle that needs fixing/tweaking.
This is a known problem since late-November. SM has been fairly responsive in trying to fix the problem and I've supplied a many fiddler logs and other information but the problem remains. Last test was this Monday, February 8, I had received a hot-patch version of the program about two weeks before and was advised to completely delete the Outlook profile, delete the MAPI connection in Web browser > Connectivity > Synchronized Devices. This did not work.
The reason I am posting this again is to:
1. See if anyone has any other ideas on how to address this issue.
2. Advise users and potential users of Smartermail of this major problem and put more attention to it in the hopes the issue is resolved quickly.
3. If MAPI is supported in both Outlook 2016 and 2019, I’m sure everyone can agree that when information goes ‘missing’ this is major problem.

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Stefano Replied

2/10/2021 at 9:13 AM

Which version are you running on your server?

Mike Mulhern Replied

2/10/2021 at 10:12 AM

Currently running the hotfix version = 7688 but have run 7611, 7619, 7642, 7661, 7692 with same result. Have not tried 7699 yet.

Stefano Replied

2/10/2021 at 11:17 AM

I have had the same problem with an "old" version.

I've solved installing one of the latest (now I'm on 7692), DELETING the profile, DELETING the connection of MAPI and EWS from my webmail (SETTINGS -> CONNECTIVITY) and then creating a new profile.

Now everything is working fine.

Mike Mulhern Replied

2/10/2021 at 12:30 PM

Thanks for the outline of what you tried. I ran the exact same procedure on one of the user's experiencing the problem and an email 'disappeared' again a few hours later. Problem is since it's intermittent the problem can be very hard to pin down or know if it's completely solved.

Cristiano Revil Replied

2/26/2021 at 5:25 AM

happened to us too. switched to imap for now.

Mike Mulhern Replied

2/26/2021 at 5:44 AM

We have gone back and forth with SM a few times. Where it currently stands is they want fiddler logs to catch the email disappearing. I have already provided this a few times but I guess they need more.

I suggest putting a ticket in as this is a problem that really needs to be fixed ASAP.

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