MessageTrace

Question

Hi All,

I am using an Exchange 2016 hybrid environment. All my users are created on-premises and migrated to Exchange Online. One of my users, let’s say User1, is sending emails to User2, but User2 is not receiving the emails. I have checked User2's Outlook and OWA, but the emails are not visible. Upon checking the message trace, I found that the messages are being successfully delivered to the folder: DefaultFolderType: BirthdayCalendar. However, I am unable to locate this folder. Please guide me on how to move the emails from this folder to the Inbox and how to ensure that future emails do not land in this folder.

Answer

Hi @Glenn Maxwell ,

Welcome to the Microsoft Q&A platform!

Based on your description, it sounds like there may be a misconfiguration or rule that is incorrectly routing User1's emails to User2's Birthday Calendar folder. To resolve this issue, you can follow these steps:

Access User2's mailbox to find the emails:

Using Outlook Desktop Client:

Open Outlook.
Press 'Ctrl+6' to switch to the folder view, which displays all folders, including hidden folders.
Find the Birthday Calendar folder and see if the missing emails are there.

Using Outlook Web App (OWA):

Open OWA.
Right-click on "Folders" in the left pane and select "Add shared folder".
Type "Birthday Calendar" and see if it appears in the list. If so, open it and check the emails.

Move the emails to the Inbox:

Once you have found the emails in the Birthday Calendar folder, you can manually move them to the Inbox by simply dragging and dropping them.
Alternatively, you can select the emails, right-click, and select "Move to", then Inbox.

Prevent future emails from going to the Birthday calendar folder:

Check User2's rules:

In the Outlook desktop client: Go to File > Manage Rules and Alerts and check if there are any rules that could cause emails from User1 to be moved to the Birthday calendar folder. Modify or delete any rules that are causing this.
In OWA: Go to Settings (gear icon) > View all Outlook settings > Mail > Rules and check if there are any similar rules.

Check subscription settings:

Sometimes, calendar events can subscribe to emails based on certain triggers. Make sure there are no settings that link User1's emails to birthdays or calendar events.

Recreate Outlook profile (if needed):

Sometimes, Outlook profiles can become corrupted. If the above steps don't work, you can consider recreating the email profile for User2.

If the problem persists, it might be worth checking the hybrid configuration and making sure there are no transport rules or connectors that could be causing this routing error.

Please feel free to contact me for any updates. And if this helps, don't forget to mark it as an answer.

Best,

Jake Zhang

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