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digiterra

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We have a customer with KC 8.2.2 and an Apple Mail client (OS 10.9.1).
In the Apple mail client, incoming mail disappears after a while. Only mail upto a certain date (okt. 2013) stays visible.
There is no trace of the missing mail.

In KC Admin console, the error log shows continuous warnings a few times a day :
[12/Feb/2014 16:38:39] Inconsistent message index detected in folder ~user<_at_>domain.com/INBOX.
[12/Feb/2014 16:38:39] Restoring index in folder ~user<_at_>domain.com/INBOX. Flags and status information may be lost.

(user name and domain are replaced here because of privacy).

Reindex the users' mailbox in KC admin gives no result.
The inbox > #msgs contents in the KC mailserver store shows a very different content than the Apple mail client.
The most recent .eml file has a date 30 okt. 2013, while new mail is arriving at regular intervals (but somewhatb later disappears), but is not visible in the KC mailserver store users' inbox.

Rebuilding the Apple mailbox on the client Mac does not give results either.

We are clueless, but facing a huge problem because of the disappearing e-mail.

Any help or suggestions are welcome !
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My IT Indy

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What OS do you host your Kerio Connect server on?

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My IT Indy
Kerio Certified Reseller and Hosted Provider
http://www.myitindy.com
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digiterra

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Hi,
thanks for your reply.

Kerio Connect runs on OSX server 10.5.8, 30 users in KC, only 1 user has this problem.

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b-tom

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Do you use local email rules or any kind of incorrect filter behavior for this specific user?

[Updated on: Thu, 13 February 2014 14:02]

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My IT Indy

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I thought it would be a Mac Server. We've seen that problem for years. Basically HFS+ stinks for hosting Kerio on with larger mailstores.

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My IT Indy
Kerio Certified Reseller and Hosted Provider
http://www.myitindy.com
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MacLab

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You didn't say if the missing mail appears in the user's webmail or not.

MacLab, Inc.
Kerio Certified Partner, Reseller, Hosting Provider, Kerio Connect Certified.
http://maclaboratory.com
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MacLab

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You could also re-index by hand on the server by renaming the index file to index.bad although you should stop the server first.

MacLab, Inc.
Kerio Certified Partner, Reseller, Hosting Provider, Kerio Connect Certified.
http://maclaboratory.com
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digiterra

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No,

no local filter or e-mail rules are set.
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digiterra

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The content of the users webmail is the same as in the Mac Mail app on the client.
She does not see the mising messages in her webmail either.
Als, when the users does not has her Mac Mail opened, in webmail the messages disappear after a while (sometimes a few minutes, sometimes a few hours)
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digiterra

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Reindexing by hand on the server is not advised by the Kerio documentation for this version of KC.
KC does this by itself if needed, the KC server repeatingly shows attempts in the log to reindex the users mailbox and reports this is succesful, but it does this several times each day.
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digiterra

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Until now, no involvement of Kerio is this case.

Kerio, could you show some involvement, since this looks like a major flaw in the KC server software, since valuable e-mail is permanently deleted / lost ?

Or will this case only by handled by Kerio when we open a paid support case ?
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MacLab

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If all else fails, start a new user and move or copy the data into the user. See if that works.

Also run FSCK on your server and make sure you don't have directory problems.

How large is this user's mailbox?

MacLab, Inc.
Kerio Certified Partner, Reseller, Hosting Provider, Kerio Connect Certified.
http://maclaboratory.com
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digiterra

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Thanks for all the replies, we are fairly disappointed that Kerio did not bother.

The customers' own sysadmin will handle this case further, so it's out of our hands.
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My IT Indy

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This forum isn't Kerio's support forum. If your customer had an issue they should have filed a ticket.

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My IT Indy
Kerio Certified Reseller and Hosted Provider
http://www.myitindy.com
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