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Problem reported by terry fairbrother - 2/21/2026 at 9:42 AM

Submitted

SM server (linux) went live last night (9546), I migrated the mailboxes overnight but started the users with blank mailboxes and have been importing today. However some of the mailboxes that had not yet received historical emails are getting new blank emails with [This message has no Text content]

I know the emails are coming in with content as a copy of the incoming emails are arriving in another mailbox due to a content filter rule, and that email displays fine, but under Outlook (MAPI) and webmail, there's not content.

It's not just one, there's several across all mailboxes, seems to be random.

Are they lost? can they be rebuilt? what can I do to prevent it?

9 Replies

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Dave Replied

2/21/2026 at 9:57 AM

Are you running any kind of message archiving? If so you can check to see what they messages look like in the archive and pull them into the user boxes once the migration finishes.

I have migrated a couple of domains over the last week using IMAP from the old server to the new one and never saw that.

Richard Laliberte Replied

2/21/2026 at 2:15 PM

We actually have been getting this on occasion, usually when an email has heavy html content.

if you hit forward or reply, the message shows up (with all HTML stripped). For us, I've only seen this when i get emails from 1 specific user, and even then not every email. I've been writing it off as malformed content in the email that the rendering engine in webmail can't render, but maybe there is something bigger happening.

I should mention, for us i've been noticing this since somewhere around the 9504 build.

terry fairbrother Replied

2/21/2026 at 5:36 PM

Fortunately I had enabled archiving and was able to replace the blank emails. However the archive itself seems to also be questionable as there were multiple emails for the same content. some were 3x copies, some were 8x copies. I raised a ticket regarding the issues I have come across.

I'm not sure if it's to do with the content as some email that were blank were simple replies, plus the archive and my fwding were fine. Plus this was on Outlook, webmail also showed the issue

George Replied

2/21/2026 at 6:08 PM

I don't know if it's the same situation. But something similar happened to us. Users connected via MAPI reported a similar problem. Eventually, we figured out (with the help of SM helpdesk) that it was caused by AVG antivirus and its email scanning module. After disabling that module, everything works as it should (disabling SSL scanning was not enough). We haven't encountered this with any other antivirus software yet.

terry fairbrother Replied

2/22/2026 at 3:03 AM

That's interesting, we use Avast, same company, but I have email scanning turned off, but will recheck. Thanks for the suggestion

Dave Replied

2/22/2026 at 6:54 AM

I have seen similar in the past when something be it AV or other software does things with the headers.

But, have not seen it happen for a while now.

George Replied

2/22/2026 at 7:40 AM

@ terry fairbrother

I forgot to mention that when this happens, there are a lot of errors in the failed synchronization folder in MS Outlook.

According to support, this was caused by something interfering with the communication between the server and MS Outlook. In our case, it was the AVG email scanning module.

terry fairbrother Replied

2/22/2026 at 9:01 AM

It's odd that for the last 10 years or so, Avast has been on desktops with various versions of Office all connected to Exchange 2016 with no issue, then it decided that SMs mapi traffic was worth sniffing. I did have the email scanning enabled in the management policy, now removed. I suspect it got applied at some update.

But todays email have all been looking normal.

George Replied

2/22/2026 at 10:47 AM

We have customers with MS Exchange, and several of them have AVG. There have never been any problems with MS Exchange. However, it has caused problems with SM from the beginning. But only with AVG and MAPI. There is no problem with IMAP. I consulted with support, and according to them, the implementation of MAPI in SM is slightly different from MS Exchange. The strange thing is that it only does this with AVG (and probably AVAST as well). We also tried ESET and Kaspersky, and everything works fine with them. I plan to complain to AVG, but I haven't gotten around to it yet.

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