Outlook Automatically Deleting Emails

[Steve Perrins]

Hi we are running Exchange 2003 and using Outlook 2003 as the email client.
I was called to investigate why a user did not receive 3 emails all from the
same company that she was expecting. Having used the Message Tracking
facility within Exchange System Manager I could see that the emails arrived
and were delivered to her mail store.

Looking at her Outlook the messages were not anywhere to be seen.
Used Recovered Deleted Items from the Tools menu and found the three emails.

I then recovered these three emails and they re-appeared in the Recovered
Deleted Items list with a new time stamp, so they were being recovered and
then deleted immediately.

Next I recovered the three emails from Outlook on the server and again the
emails were deleted.

Since then she has closed down her PC and if I recover the emails they stay
in her inbox. When she starts her PC and Outlook the emails are again
deleted.

Anti SPAM is handled externely before it gets to our server, so this
together with the fact that the emails are staying in her inbox untill she
starts Outlook, points to some setting in her Outlook or on her PC.

Any suggestions?

Thanks,

Steve Perrins
SCP Computers

 

[Susan]

you've looked for a rule that might be responsible for this?

 

[Steve Perrins]

Hi Susan,

Yes first thing I checked, sorry should have mentioned that.

The only thing I haven't checked yet is the Junk Email settings which I
cannot do until tomorrow now, the customer has gone home and turned off her
PC!!

Regards,

Steve Perrins

 

[Susan]

yes, that's basically just another rule...if you still don't find anything,
you might try running Outlook with the /cleanrules switch...that fixes
things if a rule is broken or an old rule is "stuck"...

 

[Brian Tillman [MVP - Outlook]]

Yes first thing I checked, sorry should have mentioned that.

The only thing I haven't checked yet is the Junk Email settings which I
cannot do until tomorrow now, the customer has gone home and turned off her
PC!!

Neither rules nor the Junk E-mail filter would be responsible for this once
they were recovered. The Junk E-mail filter and rules operate only on
incoming messages.

Have her start Outlook in safe mode and see if the problem stops. If so, then
it's likely she's an add-in doing the deletion.

 

[Steve Perrins]

Thanks to everyone for their advice. The problem was caused by the Junk
Email settings, in particular 'Permanently delete suspected junk e-mail
instead of moving it to the Junk E-Mail folder' was ticked.

It looks as though this setting still applies even when you recover deleted
items.

Thanks again,

Steve Perrins
SCP Computers