Message Tracking says delivered, but email does not appear 1

[swasser]

I have run into an issue with one user who we send external email to but she never receives it. I have verified that the email has made it into our system. Then I am using Exchange message tracking to verify the path the email took. Message tracking says the email was delivered to her mailbox store, but if you go into her mailbox the message is not there. There are no restrictions on her account as far as quota and she is set to accept email messages from everyone. Can anyone point me in the right direction to resolving this issue.

 

[58sniper]

there's a rule firing somewhere. If you look at the mailbox in OWA, do you see it listed there?

Pat Richard MVP
Plan for performance, and capacity takes care of itself. Plan for capacity, and suffer poor performance.

http://www.ucblogs.net/blogs/exchange/

 

[noveyron]

How do you go about sending external email to her? Via hotmail or similar?

Does she have this problem with all external email or just your address?

Do you have any form of spam filtering/blacklist capability?

Is the mail visible in OWA?

Does her mailbox in ESM show an increase in the number of items after she supposedly receives an email?

Does she have anny odd rules set up in Outlook?

Does the view/current menu have a tick next to messages?

 

[swasser]

58sniper - there are no rules setup in OWA or in the Outlook client.

noveyron - i am using yahoo to send the external email.
it appears to happen with any external email, but is only effecting her account not the entire org.
the email is not visible in owa
esm is not showing an additional item count for the mailbox
yes there is a tick next to messages in her view settings.

thanks for the suggestions.

 

[noveyron]

Double check her email alias in ADUC, is it what you expect it to be?

 

[swasser]

Yes her alias is what is supposed to be.

 

[noveyron]

What do you do in the way of spam filtering? Is there anything you can check there?

 

[swasser]

spam filtering is done by the smarthost and the spam filter logs are saying it was delivered.

 

[noveyron]

Any filtering set up in the message delivery properties in ESM?

Is this a new employee?

 

[swasser]

There is no filtering setup in the properties of message delivery and she is not a new employee.

 

[swasser]

thanks for the help on this issue. it turned out to be her outlook client junk mail rules were set to delete all content immediately from itself.

 

[Davetoo]

Yet there were no rules setup...that's odd.

A star to Pat for nailing the issue within an hour of it being posted.

I'm Certifiable, not cert-ified.
It just means my answers are from experience, not a book.

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