Mail have been Sent, But its not in Sent Items

Question asked by Ali Karimi - 9/13/2026 at 2:02 AM

Unanswered

Hello

I have migrated from Exchange to Smarter mail.

Some users report they send email and the other side Received it. But email does not show in sender's "Sent Items".

Users are using Outlook Classic.

"Save copies of message in the Sent Items folder" have been enabled.

I have Rebuild "Sent Items" Folder via Admin Panel.

The email does not even show in sent items via web mail.

It happen to some Emails not all of them.

8 Replies

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Gabriele Maoret - SERSIS Replied

9/13/2026 at 3:44 AM

Are you using it with Outlook ? What protocol (pop3 - imap - mapi - eas) have you configured?

Gabriele Maoret - Head of SysAdmins and CISO at SERSIS

Currently manages 7 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 6 on-premise for customers who prefer to have their mail server in-house)

Ali Karimi Replied

9/13/2026 at 6:01 AM

Yes. I am using outlook classic. We are using EWS.

Gabriele Maoret - SERSIS Replied

9/13/2026 at 11:31 PM

Stange...

If you really have configured MS Outlook with an MAPI/EWS account, then the "Save copies of message in the Sent Items folder" option isn't there—so why do you see it?

That option is only found in accounts configured as IMAP... Are you absolutely sure you configured MS Outlook to use MAPI/EWS?

Gabriele Maoret - Head of SysAdmins and CISO at SERSIS

Ali Karimi Replied

9/14/2026 at 9:51 PM

Here is the outlook notification.

Ali Karimi Replied

9/14/2026 at 11:56 PM

It seems some of them go to Junk Email folder.

I have checked email, There is nothing wrong with that email.

I checked Delivery Log, And everything was fine.

Where should I check for causing Email going to Junk Email?

terry fairbrother Replied

9/14/2026 at 11:59 PM

Ive recently had a couple of Outlooks that went out of sync and never updated, on one, the user moved folders around and these were never replicated. On the affected PC, delete / rename the OST file. allow it to recache the emails and then send a test email, see if it then appears

Ali Karimi Replied

9/15/2026 at 1:44 AM

Does this cause any loss of data integrity? What happened to the moved folders? As far as I understood, SmarterMail does not interact well with Outlook.

terry fairbrother Replied

9/15/2026 at 2:55 PM

in the case of the moved folders, the server never knew about it so when i removed the ost file, all the folders came back during the resync of the mailbox and the end user had to repeat the move. there were no loss of emails but it proved that outlook and SM had lost sync, but she would still receive emails. They run on mapi

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