one user's incoming mail goes into black hole

[Lebha]

Hi fellow Zimbrans,

I'm confronted by a mysterious problem: one user stopped getting new messages in her inbox. /var/log/maillog shows that the messages are received normally and zmmsgtrace also reports delivered messages, but they never show up in the user's inbox.

This started six days ago, before that she was able to receive mail normally, and she can still see the previously received messages in her inbox.

I'm baffled, because everything seems to be normal, but mail just doesn't appear where it should. I've tried reindexing her mailbox to no avail. As a rather green Zimbra admin I'm at a loss where to check next, please give me some pointers!

[phoenix]

The first thing to check would be whether there are any filters on this mailbox, if there are then you should disable them and see if mail is received.

[Klug]

Verify also external account (gmail) POP3 check (and delete)...

[Lebha]

Thanks for your suggestions, but the user has no filters and POP3 is disabled.

[phoenix]

In their preference tab/mail settings, have they enabled the 'Don't keep a local copy of messages' setting on the Receiving Messages/Forward a copy setting without entering an email address?

[Lebha]

In their preference tab/mail settings, have they enabled the 'Don't keep a local copy of messages' setting on the Receiving Messages/Forward a copy setting without entering an email address?

No, there were no forwarding settings for that user.

Problem is solved (but the mystery remains), I created a new mailbox for her and migrated all the messages from her old dysfunctional mailbox to the new one.

[phoenix]

I find that rather odd, the only time we've had problems with 'missing' mail is in the two problems I've mentioned above. Do you still have the account that had the problem? Could you list the account with 'zmprov ga user@domain.com' and see if there were any filters listed? Is the old account in maintenance mode? What, if anything, happened six days ago when this problem started?

[Lebha]

I listed the account with 'zmprov ga' and there were no filters. The old account is not in maintenance mode. But the strangest thing was that after I moved all the user's messages to a new account, mail started arriving also in the old problematic mailbox!

BR,
Leo

[phoenix]

That is a very strange problem, if it happens again please raise a support case.