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I have a problem with internal mail flow. On one shared mailbox I have this issue, that when email is sent to it, some users don't get it. It's Microsoft Exchange Server 2016.

I did use Test-Mailflow and was logged in over OWA, to confirm this case.

What I have seen is that I have successful Test-Mailflow Result, and mail do arrive at it's destination, but disappear after a second.

Why is this happening I was not able to understand, but what I did found out is when I restart Microsoft Exchange Information Store service, it starts working fine.

But after a day or so, this problem happens again.

Does anyone had similar problem so far?

Update #1

Here is MessageTrackingLog.
You can see it here log for one particular internal mail which is problematic.
*note
One user which was not reached, is no longer exists.

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Check your filters and rules. A filter/rule could be moving the emails to an obsolete folder and thus removing them.

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  • On this mailbox, there is one rule but not related to this. Rule is to delete email from one specific email address (this address though is from internal space) – Pathfinder Nov 18 '20 at 9:57
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You could use message tracking logs to see if there is any event(e.g. FAIL) and source(e.g. MAILBOXRULE) affecting the message delivery of the problematic mailboxes:

Why is this happening I was not able to understand, but what I did found out is when I restart Microsoft Exchange Information Store service, it starts working fine.

Based on the official documentation Exchange services on Mailbox servers, this service is used to manage the mailbox databases on the server. If this service is stopped, mailbox databases on the server are unavailable. Please try to run the following command to see if these problematic problems are locating in the same database:

Get-Mailbox -ResultSize unlimited -RecipientTypeDetails UserMailbox | ft Name, Database -AutoSize
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  • There is no FAIL or MAILBOXRULE HAREDIRECTFAIL RECEIVE REDIRECT AGENTINFO RESUBMIT AGENTINFO TRANSFER SEND Those are Events. Regarding mailbox, this mailbox uses correct Mailbox Database. – Pathfinder Nov 18 '20 at 10:08
  • You could provide the output result of the message tracking log in your reply, it should be helpful for us to troubleshoot(Please replace your personal info, such as email address with a false one). – Ivan_Wang Nov 19 '20 at 10:11
  • Posted in Update #1 – Pathfinder Nov 23 '20 at 11:56
  • What's the sender and recipient of the missing emails? Sender(Sophie.Armstrong@contoso.com), recipient(Lacey.Davis@contoso.com)? Based on the message tracking log, the test email wasn't sent to Lacey.Davis@contoso.com because of the non-existing email address('[{LED=550 5.1.10 RESOLVER.ADR.RecipientNotFound; Recipient not found by SMTP address lookup};{MSG=};{FQDN=};{IP=};{LRT=}]'). – Ivan_Wang Nov 24 '20 at 9:07
  • Exactly, sender is Sophie.Armstrong@contoso.com. Like mentioned in Update #1, Lacey.Davis@contoso.com is deleted user, by intention, and this is not important. – Pathfinder Nov 24 '20 at 9:24

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