Exchange online message trace shows delivered but email wasn't present in OWA

Question

Exchange online message trace shows delivered but email wasn't present in OWA

Surya kumar 370

Hi,

Message trace shows that email was delivered, however when checked in OWA email wasn't found.

The way we searched was by using the search bar in OWA and applied filter by providing the sender address on the recipient mailbox. We didn't get results.

Recipient doesn't have inbox rules, sweep rules, no forwarding

When checked with mailbox audit logs, there is no sign of mailitems accessed, move, movetodeleteditem, softdelete, harddelete

Could anyone please let me know how to troubleshoot this?

1 answer

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Answer 1

Aholic Liang-MSFT 13,886 Microsoft External Staff

Hi @ Surya kumar，

Does this problematic email have an attachment?

I saw a similar hot issue in Service Health, “ Some users may be unable to see messages with attachments when searching in Exchange Online”: Service health - Microsoft 365 admin center

In addition, I recommend that you use the search-mailbox command to see if you can search for this email in the recipient's mailbox:

Search-Mailbox -Identity "recipient" -SearchQuery 'Subject:test AND from: ******@contoso.onmicrosoft.com' -TargetMailbox "******@contoso.onmicrosoft.com" -TargetFolder "userone" -LogLevel Full

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Surya kumar 370 Reputation points

2023-07-18T10:32:12.4066667+00:00

@Aholic Liang-MSFT

We are having this issue for the past 4days. The problematic email has some links in it. Is there anyway to locate the email?

And another doubt is search-mailbox cmdlet will search for an email, however this would do copy as well. Is there any way that I can only do search for an email. Please let me know if there is a possibility other than using content search and ediscovery?
Surya kumar 370 Reputation points

2023-07-19T11:19:07.1033333+00:00

@Aholic Liang-MSFT

Following up, can we have an update?
Surya kumar 370 Reputation points

2023-07-20T12:37:05.4766667+00:00

@Aholic Liang-MSFT any update?
Aholic Liang-MSFT 13,886 Reputation points Microsoft External Staff

2023-07-21T09:53:42.6566667+00:00

Hi,

Sorry for the late reply.

If the message can be searched through the search-mailbox command, we can confirm that the message has successfully arrived in the recipient's mailbox.

If the recipient cannot find this email address in OWA, I recommend that you use the Outlook client online and cached mode to check whether there is a difference.
Surya kumar 370 Reputation points

2023-07-21T10:22:48.1833333+00:00

@Aholic Liang-MSFT we checked in web outlook and desktop outlook, however we aren't able to locate email. During the content search, it was found that emails were present in recipient mailbox. When we search for the email in recipient mailbox, we are not getting results. Let me know how to resolve this
Aholic Liang-MSFT 13,886 Reputation points Microsoft External Staff

2023-07-25T07:07:03.1133333+00:00
Hi @ Surya kumar，

I found a thread with a similar issue that solved the issue of messages not being found in both OWA and Outlook clients by rebuilding index.

You can use the following command to force a re-indexing of the problem mailbox to see if invisible messages can be searched when complete:

New-MoveRequest -Identity ******@domain.com

Reference thread：Rebuild search index of a mailbox in Exchange Online - Microsoft Community Hub

(NOTE:Microsoft provides third-party contact information to help you find additional information about this topic. This contact information may change without notice. Microsoft does not guarantee the accuracy of third-party contact information.)

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Exchange online message trace shows delivered but email wasn't present in OWA

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