Messages delivered, but not showing in user mailbox

[infostore]

Hi there,

We are facing this problem right now: one user does not receive email from times to times, although log shows the message was delivered to the user mailbox. It simply does not appear in the user mailbox (we use only webmail, no imap or pop).

I´ve attempted to reproduce the error by creating a shiny new user, and asking the sender (our customer) to send the message again with a copy to this test user, and the problem appears again (log says message is delivered).

A strange fact is that this customer sends us a lot of email, and only sometimes it happens, but in some cases, the "vanished" email is very important, so we cannot lose any of them.

Also, this happens sometimes when the customer sends the mail to one alias on our domain, and the log says all the mailboxes (10 in total) received the email, but it does not appear in any of them.

Version is 7.1.3_GA_3346
Red hat enterprise 6 - 64 bits

Log below:

Apr 4 12:35:32 mail01 postfix/qmgr[3503]: EAA8DA3163: from=<remetente@remetente.com.br>, size=248005, nrcpt=6 (queue active)
Apr 4 12:35:33 mail01 postfix/lmtp[2579]: EAA8DA3163: to=<usuariofinal@dominiofinal.com.br>, relay=mail01.dominiofinal.com.br[189.85.67.13]:7025, delay=0.25, delays=0.02/0.01/0/0.21, dsn=2.1.5, status=sent (250 2.1.5 Delivery OK)
Apr 4 12:35:33 mail01 postfix/qmgr[3503]: EAA8DA3163: removed

[blazeking]

We've had users report the same thing. It has ALWAYS come down to one of two things:

1) Conversation view - the user does not realize the conversation is "hiding" the message they're looking for.
2) Filters - a filter moved the message to a subfolder/trash/etc.

[infostore]

first, thanks for the answer.

i do realize that, i searched the forum for this before posting and saw those answers.

but in my case, there are no filters in any of the users.
also, it does not explain why i also does not receive the email when creating a blank, shiny and not-used-before user.

any other thoughts?

[sandie]

Here is my zimbra.log :

Apr 26 11:08:39 dci50 postfix/smtpd[13057]: connect from mail-ey0-f180.google.com[209.85.215.180]
Apr 26 11:08:39 dci50 postfix/smtpd[13057]: setting up TLS connection from mail-ey0-f180.google.com[209.85.215.180]
Apr 26 11:08:40 dci50 postfix/smtpd[13057]: Anonymous TLS connection established from mail-ey0-f180.google.com[209.85.215.180]: TLSv1 with cipher RC4-SHA (128/128 bits)
Apr 26 11:08:40 dci50 postfix/smtpd[13057]: B323C59F031E: client=mail-ey0-f180.google.com[209.85.215.180]
Apr 26 11:08:41 dci50 postfix/cleanup[13058]: B323C59F031E: message-id=<CAHtu1z24xOoKJadFw4gRkZSfZBK4jM13oSDKe80pUUuJi _RYfg@mail.gmail.com>
Apr 26 11:08:41 dci50 postfix/qmgr[1670]: B323C59F031E: from=<mr.xxxxx@gmail.com>, size=1465, nrcpt=2 (queue active)
Apr 26 11:08:41 dci50 amavis[2461]: (02461-04) ESMTP::10024 /opt/zimbra/data/amavisd/tmp/amavis-20120426T105340-02461: <mr.xxxxx@gmail.com> -> <admin@xxxxxx.com>,
<test@xxxxxx.com> SIZE=1465 Received: from dci50.xxxxxx.com ([127.0.0.1]) by localhost (dci50.xxxxxx.com [127.0.0.1]) (amavisd-new, port 10024) with ESMT
P; Thu, 26 Apr 2012 11:08:41 -0500 (CDT)
Apr 26 11:08:41 dci50 amavis[2461]: (02461-04) Checking: kwlCps33gwYR [209.85.215.180] <mr.xxxxxx@gmail.com> -> <admin@xxxxxx.com>,<test@xxxxxx.com>
Apr 26 11:08:41 dci50 postfix/smtpd[13065]: connect from localhost.localdomain[127.0.0.1]
Apr 26 11:08:41 dci50 postfix/smtpd[13065]: 630E359F031F: client=localhost.localdomain[127.0.0.1]
Apr 26 11:08:41 dci50 postfix/cleanup[13058]: 630E359F031F: message-id=<CAHtu1z24xOoKJadFw4gRkZSfZBK4jM13oSDKe80pUUuJi _RYfg@mail.gmail.com>
Apr 26 11:08:41 dci50 postfix/smtpd[13065]: disconnect from localhost.localdomain[127.0.0.1]
Apr 26 11:08:41 dci50 postfix/qmgr[1670]: 630E359F031F: from=<mr.xxxxxx@gmail.com>, size=2156, nrcpt=2 (queue active)
Apr 26 11:08:41 dci50 amavis[2461]: (02461-04) FWD via SMTP: <mr.xxxxx@gmail.com> -> <admin@xxxxxx.com>,<test@xxxxxx.com>,BODY=7BIT 250 2.0.0 from MTA([127.0
.0.1]:10025): 250 2.0.0 Ok: queued as 630E359F031F
Apr 26 11:08:41 dci50 amavis[2461]: (02461-04) Passed CLEAN, [209.85.215.180] [209.85.215.180] <mr.xxxxx@gmail.com> -> <admin@xxxxxx.com>,<test@xxxxxx.com>,
Message-ID: <CAHtu1z24xOoKJadFw4gRkZSfZBK4jM13oSDKe80pUUuJi_RY fg@mail.gmail.com>, mail_id: kwlCps33gwYR, Hits: -1.999, size: 1465, queued_as: 630E359F031F, dkim_id=@gma
il.com, 172 ms
Apr 26 11:08:41 dci50 postfix/smtp[13059]: B323C59F031E: to=<admin@xxxxxx.com>, relay=127.0.0.1[127.0.0.1]:10024, delay=0.86, delays=0.68/0/0/0.17, dsn=2.0.0, stat
us=sent (250 2.0.0 from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as 630E359F031F)
Apr 26 11:08:41 dci50 postfix/smtp[13059]: B323C59F031E: to=<test@xxxxxx.com>, relay=127.0.0.1[127.0.0.1]:10024, delay=0.86, delays=0.68/0/0/0.17, dsn=2.0.0, statu
s=sent (250 2.0.0 from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as 630E359F031F)
Apr 26 11:08:41 dci50 postfix/qmgr[1670]: B323C59F031E: removed
Apr 26 11:08:41 dci50 postfix/lmtp[13066]: 630E359F031F: to=<admin@xxxxxx.com>, relay=dci50.xxxxxx.com[50.23.82.234]:7025, delay=0.08, delays=0.01/0/0/0.07, d
sn=2.1.5, status=sent (250 2.1.5 Delivery OK)
Apr 26 11:08:41 dci50 postfix/lmtp[13066]: 630E359F031F: to=<test@xxxxxx.com>, relay=dci50.xxxxxx.com[50.23.82.234]:7025, delay=0.08, delays=0.01/0/0/0.07, ds
n=2.1.5, status=sent (250 2.1.5 Delivery OK)
Apr 26 11:08:41 dci50 postfix/qmgr[1670]: 630E359F031F: removed
Apr 26 11:09:05 dci50 zmmailboxdmgr[13851]: status requested
Apr 26 11:09:05 dci50 zmmailboxdmgr[13851]: status OK
Apr 26 11:09:05 dci50 zmmailboxdmgr[13860]: status requested
Apr 26 11:09:05 dci50 zmmailboxdmgr[13860]: status OK
Apr 26 11:09:11 dci50 postfix/smtpd[13057]: disconnect from mail-ey0-f180.google.com[209.85.215.180]

1. dig mx normal
2. send out Ok received, reply back no bouch error, all delivered, but the email not show on inbox.
2. send to another domain in the same server is normal, only this domain has the problem.

I hope thereis same issue solved here, any advice please?

Tq

[gabaker]

I had this issue with a printer sending scan email on my network. The zimbra.log showed delivery for multiple messages, but the messages never made it to the users mailbox.

Solution for me:

Check /opt/zimbra/mailbox.log with the command

cat mailbox.log | grep 'lmtp - Not delivering'

If you get results like:

2011-12-23 08:57:35,754 INFO  [LmtpServer-1242] [name=user@domain.com;mid=94;ip=192.168.1.16;] lmtp - Not delivering message with duplicate Message-ID 0282$00ae$01ea@DigitalMFP
2011-12-23 09:00:05,729 INFO  [LmtpServer-1242] [name=user@domain.com;mid=94;ip=192.168.1.16;] lmtp - Not delivering message with duplicate Message-ID 02ed$00cb$0195@DigitalMFP

Most likely the sender has generated duplicate messageID’s for some reason. In my case, the Printer/scanner was generating message ID’s that were the same as previous ID’s in the users mailbox.

Zimbra is setup, by default, to trash duplicate messages if it thinks the user has already received them. When LMTP receives the same message for the same user twice in a short period of time, it drops the second copy - this all takes place in memory. The server will keep 'X' many recipient/Message-ID pairs in a FIFO map (first in, first out) dropping any duplicates it sees. It's possible to disable this by setting zimbraMessageIdDedupeCacheSize to 0 in the global LDAP config. It's also useful when you're using zmlmtpinject over and over & want it to actually make more copies. For normal operation default is 3000.

To change the default Zimbra behavior (this is a global change) perform the following from the command line as Zimbra user (results are shown):

zimbra1 # su - zimbra
zimbra@zimbra1 ~ $ zmprov gcf zimbraMessageIdDedupeCacheSize
zimbraMessageIdDedupeCacheSize: 3000
zimbra@zimbra1 ~ $ zmprov mcf zimbraMessageIdDedupeCacheSize 0
zimbra@zimbra1 ~ $ zmmailboxdctl restart
Stopping mailboxd...done.
Starting mailboxd...done.
zimbra@zimbra1 ~ $ exit

Hope this fixes it for you.

Cheers

[sugiggs]

+1 for this issue..

setting zimbraMessageIdDedupeCacheSize to 0 will cause other issue, which is duplicate emails.

Any other solution?

[pup_seba]

Hi,

Did you manage to solve this problem? Same thing is happening to me.

1 user doesn't is not able to see the e-mails.
zimbra.log shwos that it was delivered with OK status
Inbox is completly empty
No quota set
No conversation view
No filters

Thanks!
elgreco81

[pup_seba]

I've just find the "problem"...in my case it was a missconfiguration of the account.

The account was set to "not save a local copy of messages" in the "forward" tab...no forward rule was set but this option was checked anyway. ¿?¿?¿?

Once I unchecked that, everything is back to normal!!!

Thanks!
elgreco81

[Brad_C]

+1 for this issue..

setting zimbraMessageIdDedupeCacheSize to 0 will cause other issue, which is duplicate emails.

I'd much rather than get dups than have mail disappear.

We noticed this same issue recently with people using the Outlook connector. If you pick an already sent message in outlook, and "edit as new", it does not change the messageid, even if you change the content of the message or attachments. Also it often seems to forward mail with the same messageid. It took hours to figure out why we were only seeing this problem with people using the Outlook connector and not Zimbra desktop.

Messages disappearing into the ether is serious. I hope a better solution than disabling the message cache presents itself, but for now at least we don't lose mail.

[infostore]

it happened again today on another zimbra server (not the same i've originally posted this thread). log below:

NOTE: user in RED didn't receive the email, but status is ok. user in BLUE received normally
NOTE 2: it's normal the message being queued with same queue ID for internal (same server) mails and external (internet) ?

[root@ms1 ~]# cat /var/log/maillog |grep 0147D3602AB

Aug 9 14:55:31 ms1 postfix/smtpd[767]: 0147D3602AB: client=localhost.localdomain[127.0.0.1]

Aug 9 14:55:31 ms1 postfix/cleanup[1911]: 0147D3602AB: message-id=<!&!GAAAAAAAAAA04+r2uJPuT4dzRKbQPs4AwoAAABgAAAA AAAAANOPq9riT7k+Hc0Sm0D7OAITMkQAAAAAAEAAAAPK1JM1YC 1ZGpSBWxlvZDhM9AAAAQ29tcHJvdmFudGUgZGUgcGFnYW1lbnR vIC0gVVBTIC8gTllLIC0gMDgvMDggKiAqIHNlYSB3YXliaWxsA A==@xyz.com.br>

Aug 9 14:55:31 ms1 postfix/qmgr[22713]: 0147D3602AB: from=<fulano@xyz.com.br>, size=76487, nrcpt=1 (queue active)

Aug 9 14:55:31 ms1 postfix/smtp[8589]: 408E9360295: to=<financeiro.itj@wkz.com.br>, relay=127.0.0.1[127.0.0.1]:10024, delay=0.86, delays=0.5/0/0.01/0.36, dsn=2.0.0, status=sent (250 2.0.0 from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as 0147D3602AB)

Aug 9 14:55:31 ms1 postfix/smtp[8589]: 408E9360295: to=<fulano4@xyz.com.br>, orig_to=<inbope@xyz.com.br>, relay=127.0.0.1[127.0.0.1]:10024, delay=0.86, delays=0.5/0/0.01/0.36, dsn=2.0.0, status=sent (250 2.0.0 from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as 0147D3602AB)

Aug 9 14:55:39 ms1 postfix/smtp[9932]: 0147D3602AB: to=<financeiro.itj@wkz.com.br>, relay=mailgw2.lachmann.com.br[201.65.46.11]:25, delay=8.2, delays=0.06/0/7.7/0.37, dsn=2.0.0, status=sent (250 2.0.0 Ok: queued as C70B0350061)

Aug 9 14:55:39 ms1 postfix/qmgr[22713]: 0147D3602AB: removed