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Old 08-16-2007, 04:58 PM   #1 (permalink)
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Hi,

Exchange 2003 SP2 + BES 4.0.7.9

I have a very strange (and scary problem). Two of my users (out of about 50) lose mails from their Inbox. They see the mail come in on the BlackBerry. Then after while want to handle it in Outlook and can't find it, or want to forward/reply to it on the BB and it complains the mail no longer is there.

1) There are no normal users loosing mail (BB less users)
2) If the user would Delete the mail from the BB it would no longer show in the list (and it does show in this case)
3) If the user would Delete the mail from Outlook it would go on the BB as well. Reconsile works fine with other mails
4) We have a Journal mailbox, I can locate the (copy) of the mail there after it has disappeared from the users mailbox so I think that excludes my virus scanner as an option

I did also check the Delete items/recover deleted items for these users and the mails are not there either.

Since I think I have excluded all other components, the BES seems to most likely culprit..

Q: Have other people seen this problem, or do you have any suggestions on how to go about finding the cause..
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Old 08-16-2007, 05:12 PM   #2 (permalink)
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I don't think BES is the culprit. It only tracks moves between folders. Did you do a search on the whole inbox within outlook? It sounds like they may have a rule set up, or the mail is going to the SPAM folder or some other folder that BES can't track.
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Old 08-16-2007, 05:18 PM   #3 (permalink)
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Quote:
Originally Posted by ladydi View Post
I don't think BES is the culprit. It only tracks moves between folders. Did you do a search on the whole inbox within outlook? It sounds like they may have a rule set up, or the mail is going to the SPAM folder or some other folder that BES can't track.
Since the user can't forward from the BB (it complains about the mail no longer being there) it really is no longer in the inbox?

I also checked the SPAM folder, was one of the first things I thought about as a logical culprit.

My problem is that there are almost now other options:
- Exchange itself, extremely unlikely, with 100's of millions of users a bug that causes mail loss woudl show up quickly.. I also don't see the problem with other (non BB) users. It's ofcourse harder for them to notice, but once every while they would identify a mail that was lost
- Virus scanner, a likely suspect.. But it's set to quantine, never delete. And there is nothing in the Quarantine.. Also, the fact that the mail survives in the Journal mailbox is a good indication it's not the AV

Tx
Bas
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Old 08-16-2007, 08:49 PM   #4 (permalink)
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What if you go to a different PC and create a new Outlook profile? What if you use OWA to access the users mailbox? Any rules on the mailbox?

BES isn't doing this.
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