Emails Missing

Problem reported by Ardalan Afshar - Today at 8:53 AM

Submitted

Hello.

We are using Smartermail with Outlook Classic via MAPI/EWS.

Sadly we are missing some Emails. For example a User sends email, It is in receiver's Inbox but it is not in sender's Sent Items or vice versa (Its in Sent Items but not in receiver's Inbox)

We have 450 Users with high mail Transfers.

I have checked logs. Here is sample log that shows message has been sent and other side received it. But it is not in sender's Sent Items.

[2026.09.26] 12:48:48.258 [41574352] Delivery started for a.kheiri@mydomain.com at 12:48:48 PM

[2026.09.26] 12:48:54.304 [41574352] Delivery for a.kheiri@mydomain.com to Sales@mydomain.com has completed (Delivered) Filter: None

[2026.09.26] 12:48:57.302 [41574352] Delivery finished for a.kheiri@mydomain.com at 12:48:57 PM [id:41574352]

Due to huge transactions, I can't Enable Detailed Log for MAPI/EWS. In seconds log file gets big and mail server Stops.

I wanted to check log during Maintenance window, But everythings worked fine.

Is there any way to track why this happens?

1 Reply

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terry fairbrother Replied

Today at 9:09 AM

Sounds similar to an issue that came up a few weeks ago and also yesterday.

Shared mailbox, user 1 moves emails from inbox to subfolder. Emails don't replicate to SM so user 2 see's what the server sees (and I see via impersonation).

So what I did last night was make a new profile for user 1 and resync all the emails. Last time I deleted the OST and let it resync. However what I also noticed was user 1's Outlook hadn't talked to SM for several hours (the last update message at the bottom of Outlook). But an Outlook restart didn't resync / update the differences either.

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