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HarryT

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We're experiencing a rather distressing issue with Kerio Connect, for a while our end users have been asking about e-mails that have mysteriously vanished or messages never received. Normally, we'd go through the Operations log in Kerio and find when, where and what, initiated the delete.

We've looked into it further and managed to narrow it down to the issue occurring in Kerio Connect Client, since the operations log shows {DELETE} Protocol: HTTP/WebMail, and managed to correlate the time to immediately after logging into Kerio Connect Client, when it's loading the content of the user's mail folders.

Behaviourly, Kerio Connect Client seems to be deleting items at random, sending {DELETE} commands to messages in the user's INBOX during login. We've figured out that the command isn't user-initiated because the expected behaviour when a user deletes an e-mail is to {MOVE} the messages from the Inbox to Deleted Items. Unfortunately the {DELETE} command is distressing because it's expunging the messages, with no chance for recovery.

Does anybody know what's occurring at login that would trigger random {DELETE} actions, and going to backups isn't even an option.

Our Kerio Connect instance is hosted on CentOS 6.3, and the clients connecting are OS X 10.8.5 using either up-to-date versions of Google Chrome or Safari.
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MarkK

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I don't know what is causing the problem, but are you able to restore the deleted mails from the Admin console using the Restore Deleted Mails function?
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HarryT

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unfortunately no. The Restore Deleted Items functionality seems to restore items from Deleted Items, but since it's never been moved to deleted items before it was deleted, it doesn't have any knowledge of it.
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MarkK

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Have You Tried Turning On any of Messages From The Actual Debug Log?
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Pavel Dobry (Kerio)

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Does it happen to any email message or to just meeting invitations/updates/responses?
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MarkK

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I am on the road at the moment. if you go to the debug log and then right click on the big white blank area, select messages, there are a lot of different items that you can track. too many for me to remember off the top of my head.

take a look, you got nothing to lose.
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HarryT

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MarkK wrote on Fri, 21 March 2014 12:47
Have You Tried Turning On any of Messages From The Actual Debug Log?


I've tried several of combinations of settings that may be relevant, but it didn't render anything useful.
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HarryT

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Pavel Dobry (Kerio) wrote on Fri, 21 March 2014 13:13
Does it happen to any email message or to just meeting invitations/updates/responses?


Actually, this revealed something, the messages that seem to have gone missing are calendar invite of some form.
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Pavel Dobry (Kerio)

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HarryT wrote on Fri, 21 March 2014 21:49
Pavel Dobry (Kerio) wrote on Fri, 21 March 2014 13:13
Does it happen to any email message or to just meeting invitations/updates/responses?


Actually, this revealed something, the messages that seem to have gone missing are calendar invite of some form.


Keep in mind that meeting requests and updates are not displayed as emails in Kerio Connect client. The client shows them in a calendar.
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