message don't show in inbox but zimbra.log says it has been delivered

[gustavobap]

Hello, I'm having some trouble with an account on zimbra (Release 8.6.0.GA.1153.UBUNTU14.64 UBUNTU14_64 FOSS edition).
A specific user is not receiving some emails, we are testing this by sending from his account to itself.
The zimbra.log says the message has been delivered but it is not showing on the mailbox:
Mar 31 19:46:08 servername postfix/lmtp[7910]: BA4C6A62730: to=<user@mydomain.com>, relay=servername.mydomain.com[serverip]:7025, delay=0.29, delays=0.04/0.01/0.1/0.14, dsn=2.1.5, status=sent (250 2.1.5 Delivery OK)
I've read the thread https://community.zimbra.com/collaborat ... /t/1083007 but there is no clear solution.

So I'm thinking if this procedure may work:
export user account data
delete account
recreate account
import user account data

Before I do this I must be sure everything is backed up, will this work (including all messages of all users) ?
https://wiki.zimbra.com/wiki/Backing_up ... Version%29

Thank you for your attention

[quanah]

You should examine /opt/zimbra/log/mailbox.log, which will log where it was delivered on the mailbox server itself (i.e., what folder it was put in, etc).

[gustavobap]

Hello Quanah, thank you for the reply, sorry I took so long, I didn't receive a notification for this. The mailbox.log says the message was added to the Sent folder, and after that it is deleted, can you help me understand why this happens ?

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2016-04-05 03:02:45,265 INFO  [qtp509886383-369469:https://serverip:8443/service/soap/SendMsgRequest] [name=enio@serverdomain.com;aname=admin@serverdomain.com;mid=7;ip=myip;ua=ZimbraWebClient - FF45 (Win)/8.6.0_GA_1153;] misc - delegated access: doc=SendMsg, delegating account=admin@serverdomain.com, authenticated account=enio@serverdomain.com, target account=enio@serverdomain.com
2016-04-05 03:02:45,432 INFO  [qtp509886383-369469:https://serverip:8443/service/soap/SendMsgRequest] [name=enio@serverdomain.com;aname=admin@serverdomain.com;mid=7;ip=myip;ua=ZimbraWebClient - FF45 (Win)/8.6.0_GA_1153;] mailop - Adding Message: id=33014, Message-ID=<1887960479.156649.1459836165267.JavaMail.zimbra@serverdomain.com>, parentId=-1, folderId=5, folderName=Sent.
2016-04-05 03:02:45,499 INFO  [qtp509886383-369469:https://serverip:8443/service/soap/SendMsgRequest] [name=enio@serverdomain.com;aname=admin@serverdomain.com;mid=7;ip=myip;ua=ZimbraWebClient - FF45 (Win)/8.6.0_GA_1153;] smtp - Sending message to MTA at itaipu.serverdomain.com: Message-ID=<1887960479.156649.1459836165267.JavaMail.zimbra@serverdomain.com>, replyType=r
2016-04-05 03:02:45,677 INFO  [qtp509886383-369469:https://serverip:8443/service/soap/SendMsgRequest] [name=enio@serverdomain.com;aname=admin@serverdomain.com;mid=7;ip=myip;ua=ZimbraWebClient - FF45 (Win)/8.6.0_GA_1153;] mailop - Deleting Message (id=33013).
2016-04-05 03:02:45,837 INFO  [qtp509886383-369469:https://serverip:8443/service/soap/SendMsgRequest] [name=enio@serverdomain.com;aname=admin@serverdomain.com;mid=7;ip=myip;ua=ZimbraWebClient - FF45 (Win)/8.6.0_GA_1153;] soap - SendMsgRequest elapsed=572
2016-04-05 03:02:47,137 INFO  [LmtpServer-634] [ip=serverip;] lmtp - Delivering message: size=2318 bytes, nrcpts=1, sender=enio@serverdomain.com, msgid=<1887960479.156649.1459836165267.JavaMail.zimbra@serverdomain.com>
2016-04-05 03:02:47,140 INFO  [LmtpServer-634] [name=enio@serverdomain.com;mid=7;ip=serverip;] filter - Discarding message with Message-ID <1887960479.156649.1459836165267.JavaMail.zimbra@serverdomain.com> from Enio <enio@serverdomain.com>
2016-04-05 03:02:47,141 INFO  [LmtpServer-634] [] lmtp - Handler exiting normally

[Gren Elliot]

The message about the Sent folder is actually in the Sender's mailbox and is normal behavior - most people want to keep a record of messages they've sent.

The more interesting thing is:

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filter - Discarding message with Message-ID <1887960479.156649.1459836165267.JavaMail.zimbra@serverdomain.com> from Enio <enio@serverdomain.com>

Your mailbox has filters set on it which, for the messages you are sending, tell Zimbra to discard them.

[gustavobap]

Hi, Gren,
I checked the "Preferences - Filters" and "Preferences - Mail - SPAM" sections for the problematic mailbox and it does not contain a generic rule or a rule specific to the enio@mydomain.com address. Also, the option "messages sent by me" is set to "put in Inbox" (traduced).
This problem occurs only with enio's account so any filter applied should be configured in his account, right ? There is some log I can check to discover which filter is being applied ?

[gustavobap]

EDIT: THIS SEEMS TO BE A MALICIOUS MESSAGE TO STEAL ACCOUNT INFO
COULDN'T DELETE THIS POST

This user has just received and quota warning message, but it is set to unlimited (the mailbox size is 2944,8 Mb).
So maybe for some reason this account has some configuration problem ?
Will the procedure I described work (recreate account and import data) ?

ps. the message sender is "Postmaster" <quota.zimbra@zimbra.mail.com>; is this normal ?

[Gren Elliot]

I checked the "Preferences - Filters" and "Preferences - Mail - SPAM" sections for the problematic mailbox and it does not contain a generic rule or a rule specific to the enio@mydomain.com address. Also, the option "messages sent by me" is set to "put in Inbox" (traduced).

It sounds as if there are some rules? Can you tell us what they are please?

This problem occurs only with enio's account so any filter applied should be configured in his account, right ? There is some log I can check to discover which filter is being applied ?

Yes, if it is affecting enio's account then it would be his filters that are involved.

[gustavobap]

There is no ougoing messages filters, these are set for the incoming messages:

[gustavobap]

Gren, checking the filters I found the one that was deleting the messages. It's really silly, the filter's name was misleading me.
Thank you very much for your atention, and sorry for the inconvenience.
I will check the logs to see if the users is really not receiving messages from others senders.

[Gren Elliot]

Gren, checking the filters I found the one that was deleting the messages.

Glad to hear that it sounds as if you have got to the root of the problem.