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Bob D

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I have a user who on a regular basis (every couple of weeks) will get locked out of mail, and I find that he has an excessive number of open folders. Currently it has been reindexing for 4 hours and has gone from a Reference Count of 58 to currently 124.

The users mailbox is 4.9 gigs, with an item count of 29,109. I have other Mac Mail users with larger mailboxes with greater item counts who have no issues.

Can someone explain what causes this issue, and what the fix is? And what a Reference Count means?
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Brian Carmichael (Kerio)

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Which folder(s) have the high reference count? Verify if this particular user has rules configured within their mail client. Usually the reference count is caused by some type of heavy operation on a particular folder.

Brian Carmichael
Senior Technical Marketing Engineer | Kerio
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Bob D

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It is the Inbox. I don't believe the user uses rules, but I'll confirm.
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Brian Carmichael (Kerio)

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Also check if their Inbox is shared or delegated to other users. If so, temporarily remove the sharing to see if it relieves the problem.

Brian Carmichael
Senior Technical Marketing Engineer | Kerio
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Bob D

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There is no sharing or delegation. I finally restarted the Kerio service, and the user is currently OK. But that shouldn't be the fix, should it?
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Bob D

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The user is claiming he didn't receive some emails that he knows were sent during the time his mailbox was locked and reindexing. Is data loss a possibility?
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Brian Carmichael (Kerio)

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The messages would remain in the queue until the Inbox was again accessible. They are either still in the queue, bounced to the sender, or processed to his mailbox. You can verify it from the mail log. As for the Indexing issue, make sure you're on the current version, and if the issue reoccurs, open a ticket with our support team. Most likely they will need to create a core dump for analysis.

Brian Carmichael
Senior Technical Marketing Engineer | Kerio
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