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

Surya kumar 370 Reputation points
2023-07-17T11:11:23.15+00:00

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?

Exchange Online
Exchange Online
A Microsoft email and calendaring hosted service.
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  1. Aholic Liang-MSFT 13,886 Reputation points Microsoft External Staff
    2023-07-18T07:58:02.94+00:00

     

    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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