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Troubleshooting no email for a specific user

Updated: February 1, 2011

This topic provides guidance for diagnosing and resolving issues you may encounter when there is not email for a specific user.

This flowchart guides you through the steps that are required for troubleshooting when there is no email for a specific user.

No email for specific user troubleshooting flow

When required, refer to Troubleshooting no incoming email from web and Troubleshooting email not sent from the internal Hub. The following procedures describe the steps you might need to take when there is no email for a specific user:

How to check if Edge Subscription is configured

Check if Edge Subscription is configured on each array member.

To check if Edge Subscription is configured:

How to backup Exchange and FPE configuration

For each array member, backup the Forefront Protection 2010 for Exchange (FPE) configuration as well as the Exchange Edge configuration.

To backup Exchange and FPE configuration:

  1. On each array member, follow the recommended backup and restore procedures for Forefront Protection 2010 for Exchange Server (FPE). See Backing up and restoring.

  2. Backup the Exchange Edge configuration:

    1. Copy the ExportEdgeConfig.ps1 script to the root folder of your user profile on the server that you are backing up.The ExportEdgeConfig.ps1 script is located in the \Scripts folder in your Exchange installation folder. The default location for this folder is C:\Program Files\Microsoft\Exchange Server\Scripts.

    2. Capture the configuration with the ExportEdgeConfig.ps1 script by running the following command in the Exchange Management Shell:

      ./ExportEdgeConfig -cloneConfigData:"C:\CloneConfigData.xml"

      noteNote:
      Replace C:\CloneConfigData.xml with the full path of the XML backup file to be created by the ExportEdgeConfig.ps1 script.

      The confirmation message, "Edge configuration data is exported successfully to: C:/CloneConfigData.xml," appears.

    3. Copy the output file to a secure location.

How to check entries in TMG log with any SMTP traffic

Check the TMG log for SMTP traffic.

To check entries in TMG log with any SMTP traffic:

  1. In the Forefront TMG Management console, in the tree, click Logs & Reports.

  2. In the details pane, click the Logging tab.

  3. On the Tasks tab, click Edit Filter.

  4. In Filter by, select Protocol.

  5. In Condition, select Contains and in Value, select SMTP, and then click Add To List.

  6. Click Start Query.

How to check that Exchange message tracking is enabled

Check if Exchange message tracking is enabled.

To check that Exchange message tracking is enabled:

  1. For Exchange 2000 and Exchange 2003, message tracking is enabled on a per-server basis:

    1. In Exchange System Manager, right-click on the server and select Properties.

    2. On the General tab, ensure that Enable message tracking is selected.

  2. For Exchange 2007, message tracking is enabled by default, however, in the event that it was disabled, it not possible to configure message tracking with the Exchange Management Console. Use the Exchange Management Shell (EMS) to enable message tracking (in the event that it was disabled) by entering the following:

    Set-TransportServer <SERVERNAME> –MessageTrackingLogEnabled $true

How to check if there are messages from the specific user in tracking log incoming messages

Check if there are messages from the specific user in the tracking log incoming messages. For more information, see Managing Message Tracking) and How to Search Message Tracking Logs.

To check if there are messages from the specific user in tracking log incoming messages:

  1. For Exchange 2000 and Exchange 2003, the message tracking logs are stored in the \Program Files\exchsrvr\{servername}.log folder.

  2. For Exchange 2007, the default folder is \Program Files\Microsoft\Exchange Server\TransportRoles\Logs\MessageTracking.

  3. Ensure that the Microsoft Exchange Transport Log Search service is started.

  4. Run the following command in Exchange Management Shell:

    Get-MessageTrackingLog <SearchFilters>

    For example, to search the message tracking log for all entries from 7/28/2006 8:00 AM to 7/28/2006 5:00 PM for all FAIL events sent to pat@contoso.com, run the following command:

    Get-MessageTrackingLog -ResultSize Unlimited -Start "7/28/2006 8:00AM" -End "7/28/2006 5:00PM" -EventId "Fail" -Recipient "pat@contoso.com"

  5. Open the Exchange Management Console:

    1. In the console tree, click Toolbox. In the result pane, click Message Tracking. In the action pane, click Open tool.

    2. In the Message Tracking Parameters dialog box, set the search criteria for your message tracking log search by selecting the check box next to the search criteria name and entering a value for the search criteria. To remove search criteria, clear the check box next to the search criteria name.

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