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Double read receipts

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Monday, July 17, 2017 8:41 PM

We are running Office 2016 and 365 and I have a user that gets double-read receipts whenever she sends out an email. Has anyone seen this issue before and know the resolve to it?

Thanks,

Jamie

All replies (9)

Monday, July 17, 2017 8:43 PM

By the way, I forgot to mention that she is requested a read receipt, but not a delivery receipt.

Thanks,

Tuesday, July 18, 2017 7:23 AM

Hi Jamie,

What's the email account type used for this sender and recipients, POP, IMAP or Exchange account?

Please open the Read Receipts, go to File > Info, click Properties, check the Message-ID information and confirm if they are the same message.

Also confirm if there is any Inbox Rule involved for these Read Receipts. If that is the case, please try to edit the Rule again (Remove the rule and create it back) to confirm if the double-read receipts issue persists.

If it doesn't work, I suggest we can create a new Outlook Profile and setup this account in new profile to narrow down the issue. To create a new Outlook Profile, go to Control Panel > Mail > Show Profiles > Add, then setup this problematic account in new profile. Set "When starting Microsoft Outlook, use this profile: Prompt for a profile to be used". Use this new profile and confirm if the issue can be fixed.

Best Regards,

Winnie Liang

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Tuesday, July 18, 2017 12:58 PM

Thank you for responding Winnie. It's an Exchange OFfice 365 account to answer your first question. Secondly, there are no rules at all in her account. And I'll try setting up a new profile and see if that resolves the issue. I will post again on this thread to let you know.

Thanks,

Jamie

Jamie Richards, Systems Administrator Southwest Construction Services

Wednesday, July 19, 2017 3:03 AM

Thank you for responding Winnie. It's an Exchange OFfice 365 account to answer your first question. Secondly, there are no rules at all in her account. And I'll try setting up a new profile and see if that resolves the issue. I will post again on this thread to let you know.

Thanks,

Jamie

Jamie Richards, Systems Administrator Southwest Construction Services

Ok, Jamie.

Feel free to post back if there is any updates after creating a new profile. Hope it works :)

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Thursday, July 27, 2017 12:28 PM

Winnie,

I finally re-created the user's profile and she's still getting double read-receipts. They are usually 1 minute apart if you check the email time/date stamp.

Any more ideas on how to fix it would be greatly appreciated.

Thanks,

Jamie

Friday, July 28, 2017 9:08 AM

Hi Jamie,

Try to let this user close Outlook client and access Outlook on the web for Office 365, send emails and request a read receipt in OWA. Confirm if double read receipts are returned back in OWA or not.

If there is no issue in Outlook on the web, I suggest she can start Outlook in safe mode: Press Win+R to open Run in Windows, type Outlook /safe, press Enter. Send and receive test messages to confirm if the issue can be reproduced in safe mode.

Also disable any anti-spam and mail scanning programs on her computer to narrow down the issue.

Regards,

Winnie Liang

Please remember to mark the replies as answers if they help. If you have feedback for TechNet Subscriber Support, contact [email protected].

Friday, July 28, 2017 4:40 PM

Hey Winnie,

Ok, I've disabled ALL add-ins in Outlook and it still sends double-read receipts.

I also confirmed that she sees the double read receipts in OWA as well, so it's not just in Outlook. This points to an issue with the mailbox itself in my opinion since it's doing it in OWA too.

I've already recreated her profile by deleting her OST file.

It does it in safe mode as well.

Also something else worth adding, I have 2 people experiencing this issue now.

I'm running out of ideas here. Any help would be appreciated.

Thanks,
Jamie

Monday, August 7, 2017 2:30 AM

Hi Jamie,

Sorry for my delay. How about the issue currently?

If the double read receipt issue can be reproduced in both Outlook client and OWA page for the mailbox and no issue for other mailboxes, I suggest we can try to move the affected mailbox to another database. Also check if any transport rule or message forwarding configured for this mailbox.

If the issue persists, I suggest we can collect some message tracking logs in Exchange side for further troubleshooting.

Best Regards,

Winnie Liang

Please remember to mark the replies as answers if they help. If you have feedback for TechNet Subscriber Support, contact [email protected].

Monday, August 7, 2017 11:52 AM

Hello Winnie,

Thank you for getting back with me. I'm not sure how to move the affected mailbox to another database. Also, what kind of logs are you looking for? Can you help me with that as well? Sorry, I'm pretty green to Exchange.

Thanks so much,

Jamie

Jamie Richards, Systems Administrator Southwest Construction Services