Lost E-Mail?
Where's My E-Mail?
A common issue users contact the IT Service Center about is an e-mail they were expecting from someone that they never received.
To troubleshoot lost or missing e-mails, we always need the following data:
- Sender address
- Recipient address
- Date/time sent
- NDR (non-delivery report) data
- Any attachment information
- Subject line
- Also any information you can give us about the clients/servers used by the sender and recipient
We find most times during our investigation that this problem is due to:
- The sender typed the e-mail address incorrectly.
- The user was over quota at the time the message was sent.
- The message was caught by our spam filter and they can release it from quarantine.
- The message was in their Junk E-mail folder.
- The Sort/view of our user's inbox was changed and they just didn't see it .
- Our user has a rule that moved the message to a location other than the inbox.
It if you have ruled out the six most common causes, please have the troubleshooting information listed above ready before you call the IT Service Center so we can assist you properly.