Forum Discussion
spring8080
Mar 22, 2023Copper Contributor
some sent emails are missing and moving to "recover deleted items"
hello , we are using on-premises exchange server 2016 in my environment.
and we are using microsoft outlook 2019 & 2021 .
i have one question :
i notice that the sent emails for all users are appear in "recover deleted items" , however these emails are not deleted and still exist in sent items folder . so it is appear the same emails in "sent item" folder and in "recover deleted items" , which i think very weird .
i have one incident :
one of my user is encounter a weird problem , that some sent emails are weirdly disappear from "sent item" folder but he never delete them , and we can found these items in "recover deleted items" , but the restore option in "recover deleted items" didn't restore the email to the user mailbox .
however i don't have any problem mention in healthreport for my exchange server , all in good condition .
what may be the problem ?
- Deleted
Sorry for the inconvenience or delays this issue may have caused you. Just like you have mentioned that emails from the sent items folder are moved into the recoverable items folder for users in your organization.
To start troubleshooting, could you please let me know when the issue started? Was there any recent changes that you are aware of? Is the issue reproducible when logged into the web version of outlook? Are they logged into the updated version of Outlook? Do they make use of Outlook on their mobile devices?
There could be a chance that a rule has been mistakenly setup on their app devices, hence causing the automatic deletion. Can they remove their account permanently oh their mobile devices and observe if the issue will be reproduced? How often does this happen? Does it occur with new set of emails, emails from particular domain or all emails (both internal and external organization)? Do we have working users? What is the difference between the working users and the non working users?
Let us also confirm if there is a rule triggering the effect of the email disappearance. This can be confirmed from the user end and also from the exchange admin console too. Does the issue occur when logged in to another machine of a working user?
Please feel free to respond at your earliest time to continue to work with you. Thank you!
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- spring8080Copper Contributor
Deleted these the answers for the questions :
could you please let me know when the issue started?
the user who get this problem notice that 1 month ago , it happened with him around 3 times
Was there any recent changes that you are aware of?
nope, only i update the windows server 2016 using "windows update"
Is the issue reproducible when logged into the web version of outlook?
he is using desktop version of outlook only
Are they logged into the updated version of Outlook?
it was microsoft outlook 2019 , i update recently to microsoft outlook 2021
Do they make use of Outlook on their mobile devices?
yes
Regarding the rules , he has many rules , but i check them , nothing related to moving or deleting emails from sent items.
Can they remove their account permanently oh their mobile devices and observe if the issue will be reproduced?
ok i will inform him to do that
How often does this happen?
3 times in this month
Does it occur with new set of emails, emails from particular domain or all emails (both internal and external organization)?
new set of email emails , it happened when he sent email to internal users
Do we have working users? What is the difference between the working users and the non working users?
i didn't understand what you mean by "working users"
This exactly what happened :
it happened with him 3 times , while he is working in excel file and then choose file , share , email , send as attachment and he choose a recipient to send this excel file to him , after he sent , the recipient receive the email but this email not appear on the sender "sent item" folder , however he can found this in "recover deleted items" , the restore option does not restore the email .
and also regarding my question :
is it normal for emails in "sent items" to be appear also in "recover deleted emails" , i found the same for many users , same email appear on "sent items" and on "recover deleted items" , but not every sent emails are appear there but most of them .
is it normal ?
- Dhruva_KudvaBrass Contributor
Hi spring8080 - There is a possibility that the messages that you see in the Recoverable Items folder might be a copy of the draft that was saved when the user was composing the message.
Regards
Dhruva