E-MAIL TROUBLE-INBOUND EMAILS GOING TO DELETED FOLDER
Emails Inbound going to delete folder instead of Inbox
Reached out to Microsoft for support and these are the steps they took:
Also reached out to Tier 2 Support with Nettarius to get further suggestions:
Recommended downloading Malware Bytes and make sure customer has Antivirus software installed. It is possible an virus has affected the computer.
-Click on security
-Mail Flow
-Message Trace
-Add email that has issue
-Start Trace
It was seen that all of the emails inbounds were being routed to delete folder.
Steps tried:
-Having the customer share screen
-Open their email
-On ribbon click on rules drop-down, manage rules to see if there was a rule there ( in other situations there may be a rule so you would delete it) And that should resolve the issue, test it by sending an email to customer to see if it shows in their inbox.
If there is no rule, then the rule could be broken then you would take the steps below:
1st option:
- In the lower left hand of computer type Run
-Then you will paste in the command: Outlook.exe /cleanrules
-This should fix the broken rule
the issue was resolved using Outlook.exe /cleanrules