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FrankB

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Hi,

Has anyone encountered a problem wherein a message has been
delivered, read & replied to but neither the original message
nor the reply appear in the mail log?

All suggestions gratefully received (other than those regarding
my sanity ... this problem has already tested that!)

Thanks,

Frank
  •  
winkelman

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No, I've never encountered that. Though if it would happen, I don't think I would have noticed. Normally I don't go checking the logs for messages without any problems...
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sedell

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With the older log format, this was possible. If I remeber right, it only listed the first recipient listed in the message. Additional addresses added to the To, CC or BCC lines wouldn't show up.

It's possible that if the message came in, but your user wasn't the first recipient, it wouldn't show his/her address in the mail log for that message. If it was sent out, and the To address you're looking for wasn't the first recipient on the outbound message, it also wouldn't show. That's why the logs were changed and now show the Queue-ID and sometimes many lines in the log per message.

Scott
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FrankB

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This was under v6.1.4 (now running v6.2.0) so I think this was
later than the "first recipient" problem.
In addition, the messages were stated to have been 1:1 rather
than to a list of people in either direction.

Thanks for the suggestion though.

F.
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FrankB

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The reason I became involved in the problem was that the in-house
side of the exchange can no longer find her message and so wanted
me to recover it from the archive. This has apparently happened
before (near the end of June) for this person but I have had no
reports of similar problems from anyone else.

I am reluctant to open a support ticket for something that I am
having difficulty believing (much less reproducing) but at the
same time, I need to understand what is going on.

(i.e., Even if it turns out to be user error, I need to find out
what the user has managed to do ...).

Thanks for your response.

F.
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sedell

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Is the user using Outlook, or another IMAP/POP3 client that might have another account set up in it? In that case, it could be possible the mail didn't go through KMS and get archived.

Or... it's possible the users facts are just wrong? It sometimes amazes me how often information users provide is either incorrect or grossly exagerated.

Scott
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FrankB

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> Is the user using Outlook, or another IMAP/POP3 client that might
> have another account set up in it? In that case, it could be
> possible the mail didn't go through KMS and get archived.

She is using Outlook 2003 (same version as most other users here).
Although she was adamant that she read & replied using Outlook
and that she only uses the account in question for business emails,
I will check that there are no other Outlook profiles defined when
I next get chance (we are separated by the Atlantic and I can only
view her screen rather than control it ... and she's getting a bit
worked up about people not believing her ...)

> Or ... it's possible the user's facts are just wrong?

PEBKAC is always an option :-)

Thanks again for your help.

F.
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sedell

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Yup. We call them ID-ten-T (ID10T) problems here.

Scott
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