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SM 8223: Big data loss problem: in Outlook MAPI, by moving a message from one MAPI account to another, the message disappears permanently (even from the server ...)
Problem reported by Gabriele Maoret - SERSIS - 7/18/2022 at 8:26 AM
Resolved
Scenario: Smartermail 8223 and Outlook with 2 different Outlook MAPI accounts (e.g. test1@domain.com and test2@domain.com).

I take a message arrived in the test1@domain.com inbox and drag it to a folder of the tes2@domain.com account (for example, create a specific ARCHIVE folder to test and move it there).

Immediately everything seems OK and in Outlook I correctly see the message moved to the ARCHIVE folder of test2@domain.com

After a few minutes often (not always, unfortunately it is random) the message disappears and is DEFINITIVELY lost (it is no longer even on the server!)


If we use shared folders in Outlook, the same thing happens. For example:
- in the account test2@domain.com we give shared access to the ARCHIVE folder giving FULL right to the user test1@domain.com
- in Outlook MAPI we configure only test1@domain.com and connect the shared ARCHIVE folder of test2@domain.com
- if we now try to drag some messages from test1 to the ARCHIVE folder of test2, after a few minutes many (randomly) of these messages will disappear definitively.

This is a HUGE data loss problem that can affects both those who use multiple MAPI accounts in Outlook and those who use shared folders !!!


NOTE: I tested the same scenarios in MS Exchange and there are no problems there ...
Gabriele Maoret - SERSIS - Head of SysAdmins
Currently manages 3 SmarterMail installations (1 in cloud for SERSIS which provides service to a few hundreds 3rd party Mail Domains + 2 on premise to customers)

10 Replies

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1
Vahn Babigian Replied
We are seeing the same issue. We have an open ticket on this problem. 
1
Gabriele Maoret - SERSIS Replied
Today I had time to carry out further tests and it SEEMS that the disappearance of the emails has a dependency: depending on which is the starting mail system of the emails.
In my case I tested from MS Exchange OVH hosted, Libero Mail - an Italian provider -, OUTLOOK.COM (all of these via my Outlook on my PC).
I also tried the GMAIL webmail and the webmail of my SmarterMail server.

Well, I discovered this:
- e-mails sent with the OUTLOOK.COM account, if they are moved, practically always disappear
- e-mails sent with the LIBERO MAIL account, if they are moved, disappear often, but not always
- e-mails sent via the Smarter Mail server, if they are moved, NEVER disappear!
- if the e-mails sent via the GMAIL webmail are moved they do NOT seem to disappear
- e-mails sent via OVH hosted Exchange if they are moved do not seem to disappear


So the problem needs to be investigated further and you have to do more tests because it seems that SmarterMail behaves differently depending on the origin of the emails.

Probably some providers do something inside the headers or the content of the mails that SmarterMail DOES NOT LIKE and that therefore triggers the disappearance of the mail when moving from one account to another.
Gabriele Maoret - SERSIS - Head of SysAdmins
Currently manages 3 SmarterMail installations (1 in cloud for SERSIS which provides service to a few hundreds 3rd party Mail Domains + 2 on premise to customers)
2
Kyle Kerst Replied
Employee Post
Hello Gabriele :-) I followed up on your ticket with Zach with these results but wanted to update here as well in case other users are wondering too. I did some testing using your results as my reference, and was able to get this partially reproduced using messages from Outlook.com. This should give us something to go on, so I'm working on getting this escalated to development for review now.
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Thomas Lange Replied
I asked Gabriele if he could need help in testing/verifiying /if other SmarterMail customers are seeing such a strange behavior at Outlook/MAPI-move from one acocunt to another/seond account. He sent my 16 test-emails to a test-acocunt, setup in Outlook2019/MAPI. I moved these 16 emails one by one to another test-account configrued at same Outlook 2019 and MAPI-protocol.
First all 16 messages moved to the other account and showed up inside that accounts "Inbox" where I moved it into.
Then I closed/quit Outlook 2019 - re-opened Outlook - and then only 15 of priot 16 messags were showing up inside that account (for Insiders: missing was just 'LiberoMail (with Outlook IMAP) test 2'.).
I deviced to close/quit Outlook again - and re-opened it - and then only 4 emails are left - the emails that did not "disappear" were (again for Insiders) 'OVH Exchange acocunt test 1,2,3 and 4.'

I checked the acocunt at SmarterMail/Webmail: even there only the four messages of total/original 16 messages are showing up - 12 emails are being "lost in space" or whereever :-( It really looks like Gabriele is right that there is an issue inside SmarterMail Build 8223 with more than one MAPI-account inside Outlook-client configured and moving messages between these accounts! And kind of "fatal" that these emails are being "lost/vanished". I will open a support-ticket by myself probably tomorrow - so I will have some more time to do some internal testing. In case of custom build avaiable for testing a fix please give me an info.

Regards,
Thomas
1
Gabriele Maoret - SERSIS Replied
Hi Thomas!

Thanks for your help and time testing it with me, I really appreciate it
Gabriele Maoret - SERSIS - Head of SysAdmins
Currently manages 3 SmarterMail installations (1 in cloud for SERSIS which provides service to a few hundreds 3rd party Mail Domains + 2 on premise to customers)
1
Gabriele Maoret - SERSIS Replied
@ Kyle:   thx! I hope this issue will be fixed soon, it's a real pain to know that some mails can disappear without notice...
Gabriele Maoret - SERSIS - Head of SysAdmins
Currently manages 3 SmarterMail installations (1 in cloud for SERSIS which provides service to a few hundreds 3rd party Mail Domains + 2 on premise to customers)
2
Kyle Kerst Replied
Employee Post
Very welcome and happy to help out. Half the battle is getting the issue reproduced so we're definitely headed in the right direction now.
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
2
Andrea Free Replied
Employee Post
Hi all, 

While we're investigating this issue, I strongly encourage you to configure Message Archiving for your domains. Message Archiving allows incoming / outgoing email to be stored in a separate location on the server, and the email is archived as soon as it hits the spool. Mail can be restored to a user's mailbox directly from the Archive Search. While it's certainly not a solution for this problem, it can help mitigate data loss. 

Andrea Free
SmarterTools Inc.
877-357-6278

www.smartertools.com

2
Thomas Lange Replied
@Andrea: Good hint to mention that feature to save/keep the original messages.

We are already using SmarterMail´s 'Message Archiving' and in additon "MailStore Server" as an additional/separate email-archiving solution. To figure out which emails we probably lost by moving into another user/email-account - what can we do? Can we see this "unwanted deletion" inside a specific logfile? What logs shoudl we set to detailed to figure out what could be missing/lost by/after moving?
0
Andrea Free Replied
Employee Post
Hi all, 

I wanted to let you know that this issue was resolved in Build 8250 (Aug 3, 2022). Please upgrade if you're still experiencing this issue. 

Kind regards,

Andrea Free
SmarterTools Inc.
877-357-6278

www.smartertools.com

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