SM 16.3.6989 - Emails being marked as undefined and deleted

Problem reported by HCardoso - 6/29/2022 at 2:21 AM

Submitted

Hi,

From time to time some users report emails that they saw in the Outlook and phone disappearing from the inbox folder, and today I witness that behavior using the webmail, I deleted one email using the webmail and seconds after, all email´s received today started to being marked as "undefined" and all were removed from the inbox folder.

Checked the maintenance.log and see that multiple emails were marked as orphan and removed:

00:48:29 Scanning for orphaned messages in user1@abc.com/INBOX for 6/24/2022.
00:48:29 Orphan detected at UID 240152.
00:48:29 1 orphan(s) cleaned.
09:38:32 Scanning for orphaned messages in user2@ghi.com/Inbox for 6/29/2022.
09:38:32 Orphan detected at UID 219193.
09:38:32 Orphan detected at UID 219197.
09:38:32 Orphan detected at UID 219199.
09:38:32 Orphan detected at UID 219200.
09:38:32 Orphan detected at UID 219201.
09:38:32 Orphan detected at UID 219205.
09:38:32 Orphan detected at UID 219206.
09:38:32 Orphan detected at UID 219207.
09:38:32 Orphan detected at UID 219208.
09:38:32 Orphan detected at UID 219209.
09:38:32 Orphan detected at UID 219210.
09:38:32 11 orphan(s) cleaned.

What can be causing this behavior?

Thanks

5 Replies

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HCardoso Replied

7/1/2022 at 12:56 AM

Bump!

Tony Scholz Replied

7/21/2022 at 8:38 AM

Employee Post

Hello,

The first thing I would do is to run ProcMOn on your server against the users account to make sure that you do not have any AV software scanning the files/folders.

If you are seeing any AVs scanning you will want to add an exception to ignore this folder. Here is a KB that explains this ( this particular KB references windows defender but the principle will transfer to all AV software )

https://portal.smartertools.com/kb/a3249/windows-defender-and-virus-scanner-exceptions.aspx

Procmon

Download: https://docs.microsoft.com/en-us/sysinternals/downloads/procmon

Filters: ( The below examples use the default paths )
PATH -> CONTAINS -> C:\SMARTERMAIL -> Include
PATH -> CONTAINS -> C:\PROGRAM FILES (X86)\SMARTERTOOLS\SMARTERMAIL -> Include
PROCESS NAME -> IS -> MAILSERVICE.EXE -> Exclude

Be sure to click ( Filter -> 'Drop Filtered Events' ) once you've inputted those so that ProcMon doesn't eat up memory.

Thank you

Tony

Tony Scholz

Technical Support Specialist

SmarterTools Inc.

(877) 357-6278

www.smartertools.com

Kyle Kerst Replied

7/21/2022 at 10:55 AM

Employee Post

I agree with Tony's assessment on this one. It sounds like when you delete a message or otherwise interact with that GRP file (mail data) it involves an antivirus or some other process that is locking or otherwise damaging the rest of the GRP file. Process Monitor should be a great start.

Kyle Kerst

Technical Support Specialist

SmarterTools Inc.

(877) 357-6278

www.smartertools.com

HCardoso Replied

8/11/2022 at 1:48 PM

Thank you guys for the input,

I checked the ProcMOn and I've seen the backup software accessing the Smartermail folders.

Kyle Kerst Replied

8/25/2022 at 2:24 PM

Employee Post

Hello there, and apologies for the delay getting back to you as we've been hard at work getting a new version of SmarterTrack released this week!

Do you know if your backup solution uses VSS in Windows? VSS is Volume Shadowcopy Services and allows Windows (and your backup software) to take copies of those files without locking them and preventing us from editing them as needed. If not, you'll want to implement a backup solution that uses VSS or takes copies of non-live data. I hope this helps!

Kyle Kerst

Technical Support Specialist

SmarterTools Inc.

(877) 357-6278

www.smartertools.com

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