Suggestions on why Outlook would be missing chunks of email?

[Velvis]

I have a user that has Office 365 through GoDaddy. He was searching for an email from November at which point he noticed a huge chunk of email missing. Like August to the end of November. There are also huge chunks of months missing 2023 and earlier.

I have tried looking on Outlook on the Web and the same chunks are missing.

Using Outlook Classic I have setup a new Outlook profile and redownloaded the entire mailbox but the same issue.
Oddly, the fully downloaded mailbox is about 10GB, but the account says its using 40gb out of 50gb. So I don't understand that discrepancy.

Anyone have any ideas how this might have happened? and even better, a way to recover the missing email?

 

[britechguy]

AutoArchive?

AutoArchive settings explained - Microsoft Support

 

[timeshifter]

Maybe he was hacked and had a rule that moved mail to another folder. RSS Feeds is a popular place that hackers divert mail to when they get in.

 

[Velvis]

AutoArchive?

AutoArchive settings explained - Microsoft Support

As far as I can tell AutoArchive is not on and there were no .psts found in that folder (or anywhere).

Also I have exported the .ost to a .pst and its only about 12gb when the account says its using 40gb out of 50gbs

 

[thecomputerguy]

Had this happen to a users sent items. Unexplainable. Ended up restoring from dropsuite.

Edit: also GoDaddy sucks for email defederate ASAP

 

[YeOldeStonecat]

First, check via OWA....see if they're there. Also, in OWA, do a search...hopefully the client knows of some email addresses that mail would be sent from during that time period. Do a search for all outlook items, not just the inbox.

Be amazed at how often people will mistakingly "drag and drop" chunks....not only in Outlook but folders of files in mapped drives or even their own Documents..they claim it's missing ...but in reality they moved without knowing.

Look for rules done in OWA (which are separate from rules done in the Outlook client).

 

[timeshifter]

Be amazed at how often people will mistakingly "drag and drop" chunks....not only in Outlook but folders of files in mapped drives or even their own Documents..they claim it's missing ...but in reality they moved without knowing.

^ this x 1,000

 

[britechguy]

^ this x 1,000

The variations on the theme of PEBKAC are infinite!

I consider it a major victory when I can get any client who's actually been the cause of a given problem to recognize that, and to understand how the problem was brought about. Many will deny any part in what has to have been user error with every fiber of their being.

 

[YeOldeStonecat]

True... ^^^

 

[Sky-Knight]

This stuff is why once the Mail Flow report says "Delivered to Inbox" I inform the user to ask their past selves, because everyone else is lost now.

I'll suggest searching, but I won't get into these weeds anymore. I'm too old, too cranky, and managing mail is a skill we all have to know for ourselves.

 

[GTP]

Many will deny any part in what has to have been user error with every fiber of their being.

Or simply blame you! That's much easier...

 

[britechguy]

Or simply blame you! That's much easier...

True, but I'm talking strictly about issues that predate the involvement of myself. I have not perfected the art of time travel to the past, and most of my clients don't attempt to ascribe to me things that occurred before I ever showed my face.

Things that happen afterward, though, can be a different story!

 

[GTP]

and most of my clients don't attempt to ascribe to me things that occurred before I ever showed my face.

You haven't met some of the [types of] clients I've dealt with...