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Old 03-31-2009, 04:40 AM   #1 (permalink)
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Default Emails missing from Outlook but not handheld

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Hi,

First of all I would like to say Hello to everyone as this is my first post

I have a strange Issue I hope you can help with - I have searched High and Low but cannot find any answers.

I have two customers who have both had emails not turn up in outlook but the email is on the blackberry (Bold 9000). It has happened a couple of times now and it is not getting caught up in the SPAM filter. Setup at both customers is as goes:

Server 03 Small Business with exchange 03 both SP2
BlackBerry Professional Software for Microsoft Exchange 4.1.4 Bundle 143 (installed on the small business server)
Blackberry Bold 9000
Outlook 2003
Symantec Mail Secuirty 6.0

Other emails have come through from the same sender so is not the SPAM filter stopping it.
The missing mails are no where to be found, mailbox, recovered deleted items, spam etc. This is only happening one mail in every few hundred.

Any suggestions would be gratetly appreciated

Thanks
Matt
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Old 03-31-2009, 05:54 AM   #2 (permalink)
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Is the email being sent to the carrier based address?
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Old 03-31-2009, 06:40 AM   #3 (permalink)
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Welcome to BBF! The general principle of BES is that it sees what is in the mailbox on the mailserver and sends that to the BB using the cellular network. If it was sent to the BB it must have been in the mailbox on the server.

These cases are always down to the mail being caught by something client side or it actually not being a standard mail delivered to the mail server (as David was pertaining to above). I suspect outlook or symantec.

What does Exchange Message Tracking show when you trace those messages which don't show up client side. Can you use OWA to look at the mailbox and see if the mail is there but just not showing in Outlook to prove it's client-side?
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Old 03-31-2009, 09:10 AM   #4 (permalink)
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The customers have a public IP address and emails come straight into the single exchange box.

Outlook junk filter was on but only set to low. At worst this moves it to the junk email folder - this was empty.
Same for sysmatec mail security, all spam is only set to be moved to the spam folder and not to be deleted.

Other emails from the same sender come through to the mailbox fine.

Its not in OWA either, I am truly puzzled...

I will check exchange message tracker and make sure it has been seen coming in, but it has to of if it is on the BB. Anything else you can think to look at?
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Old 03-31-2009, 10:06 AM   #5 (permalink)
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Quote:
Originally Posted by podge View Post
Its not in OWA either, I am truly puzzled...
Ok so you can watch a mail hit the BB only and not appear in OWA? Or is all this historic? I am wondering if you have something server-side pulling the mail.

Quote:
Originally Posted by podge View Post
I will check exchange message tracker and make sure it has been seen coming in, but it has to of if it is on the BB. Anything else you can think to look at?
Yeah but it would be good to do that one step to be sure. They aren't doing anything silly with PST delivery or using mad POP accounts etc are they (I think not from your OP, but have to ask).
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Old 03-31-2009, 11:58 AM   #6 (permalink)
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Quote:
Ok so you can watch a mail hit the BB only and not appear in OWA? Or is all this historic? I am wondering if you have something server-side pulling the mail.
I cannot replicate the fault - it just happens intermittantly. If it is missing in OWA it is also missing in Outlook but is on the handheld - you can then email it to yourself from the BB and it gets to the mailbox/Outlook. Surely if it gets through second time it's not something filtering it?

Quote:
Yeah but it would be good to do that one step to be sure. They aren't doing anything silly with PST delivery or using mad POP accounts etc are they (I think not from your OP, but have to ask).
Mail Tracker isnt turned on!! I have just enabled it for future messages. Nope, just one exchange mailbox that mail comes straight into...
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Old 03-31-2009, 02:04 PM   #7 (permalink)
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Quote:
Originally Posted by podge View Post
I cannot replicate the fault - it just happens intermittantly.
Ah right, I am not sure there is tons more I can do then. We need to be able to look at all the systems just after it happens, at least that's how I would troubleshoot it from here on in.

Quote:
Originally Posted by podge View Post
If it is missing in OWA it is also missing in Outlook but is on the handheld - you can then email it to yourself from the BB and it gets to the mailbox/Outlook. Surely if it gets through second time it's not something filtering it?
Well yeah but I want to see if it is in OWA as it hits the BB, so we know if it's really on the server and the client is being silly or if it left the mailbox. You are right about sending it back to yourself ruling out filters but it's worth rememebring it's no longer the same message (but I am sure you are right and it isn't that).

TBH I think TS would be your best course of action right now but if it's intermittent they will probably send you away till it happens again. Might be worth switching on mailbox logging for those affected guys for a few days and see if it occurs again, so you have info for MS if it ever gets that far.
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Old 04-01-2009, 04:40 AM   #8 (permalink)
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Right, I have turned on mail tracking so I can watch it come in next time.

To be honest I dont think this is a Blackberry Issue, more of a Exchange/Outlook issue. I turned off the Outlook Junk filter at one of the customers last week and they have reported no more missing emails. I know Symantec and Outlook junk filters aren't reccommended to be run together.

Thankyou very much for the suggestions. I think I need to gather more data/logs to get to the bottom of this one!!
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Old 04-01-2009, 05:07 AM   #9 (permalink)
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No probs. Yeah it sounds like an MS issue to me but the first thing they will do is blame the BB (days of painful phone calls are talking here!) so it's good to be able to prove it isn't the BES/BB first (not that you should have to). Good luck .
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