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Can't delete email messages with voice mail attachments RRS feed

  • Question

  • EXCH 2010, SP2, RU6 [installed 18FEB].  Clients use Office 2010 Enterprise.  Voice mail messages are dropped to EXCH2010 inboxes by Cisco Unity Voice Mail servers as *.wav attachments to emails.  Voice mails can also be accessed via the voice handset.

    This issue is happening to 3 known users out of 1401 mailboxes and not to anyone back here in our office area so it's hard to recreate the issue and we have to work with just these 3.  I'm using Office 2013 so my experience is a bit different yet I don't see the issue and other ITS folks are on Office 2010 with no issues.

    "Regular/standard" email messages are able to be soft and hard deleted from the inbox using either Outlook or OWA.  Voice mail messages, from our Cisco Unity VM system, arrive as an email with a wav attachment.  ONLY these voice mail messages cannot be deleted and when attempting a delete, we receive the error message "Some items cannot be deleted.  They were either moved or already deleted, or access was denied".  This error appears using either Outlook or OWA to access the inbox and attempt the deletion.

    An email arriving prior to or just after the voice mail message can be deleted without issue, but not the voice mail message.

    To focus on the issue, I removed the Exchange account information from any iPad and smart phone connection so there would be no interference from external devices or MS ActiveSync issues.  The problem still exists after removing those variables.

    I see nothing in the EXCH server logs to indicate database corruption/issues, nor do I see anything that would look suspicious or indicative of mailbox problems; just normal, everyday logs with nothing out of the ordinary.

    If I open the voice mail message and EDIT it, by adding, say, asdfg, to the message and save it, I can soft or hard delete the message.  I can also pick up the handset, access the VM inbox on the Cisco Unity VM server, delete the voice message from there and the corresponding message in Outlook will disappear [as designed and expected].

    The network/phone guru says it's an Exchange mailbox issue somewhere in permissions but I lean towards a synch issue between Outlook and the Cisco Unity VM service, which houses an inbox, sent and deleted items for use with the voice handset.  The edit trick is apparently a widely known workaround, but not a fix to the underlying cause.  The max send or receive attachment file size for our organization is 25MB in and out and the largest, 4 minute voice mail wav file I've seen is only 1.1MB, so I'm fairly certain the message + attachment size isn't playing in to the equation as the reason for not being able to delete the message.  Cleaning out the deleted items folder and attempting to delete the voice mail message results in the same error and the message can't be deleted.

    Apparently, this issue has come up since installing RU6 to SP2, but that may or may not be a true statement as we are just now hearing about it and our users are usually slow to react and may not report issues until someone else happens to mention it by the coffee pot, water cooler or via the bathroom wall, right next to where my name normally is.  I'm leaning towards RU6 install issues, as it wouldn't be the first time an RU or SP broke or adversely impacted mail flow, but I'm open to suggestions on this one as only the voice mail messages are in question and any ohter email with an attachment has no issue[s].

    Friday, March 1, 2013 4:37 PM

Answers

    • Marked as answer by barryhorner Monday, March 4, 2013 2:40 PM
    Friday, March 1, 2013 4:47 PM
  • Update (3/27/2013): We've been working on a fix for this issue and an Interim Update (IU) is now available for E2010 SP3. Another IU request is in process for E2010 SP2. These fixes will be released as part of next regular updates but if you need the IUs, please contact Microsoft Support to request appropriate fixes for your setup. KB article (KB:2822208) update is also in process.

    -------------------------------------

    (Originally posted on 3/19/2013)

    This is a known issue with Exchange 2010 SP2 RU6 & SP3. Microsoft is investigating it for root cause determination. At this moment, there is no ETA for when a fix will be available. A KB article has been published with more info and workarounds. It will be updated when more information is available. Please see:

    Unable to soft delete some messages after installing Exchange 2010 SP2 RU6 or SP3
    http://support.microsoft.com/kb/2822208


    Sr. Program Manager, Product Quality, Exchange Client Access Server


    Tuesday, March 19, 2013 5:27 PM
  • update: 

    To resolve this issue, install the following update rollup:

    2803727 Description of Update Rollup 1 for Exchange Server 2010 Service Pack 3


    Mike Crowley | MVP
    My Blog -- Planet Technologies

    • Proposed as answer by Mike Crowley Thursday, May 30, 2013 11:57 PM
    • Marked as answer by Mike Crowley Tuesday, June 4, 2013 12:37 PM
    Thursday, May 30, 2013 11:55 PM

All replies

    • Marked as answer by barryhorner Monday, March 4, 2013 2:40 PM
    Friday, March 1, 2013 4:47 PM
  • It certainly does, doesn't it, Andy?  Not exactly 100% spot on, but the presentation of the one contributor with PDF issues mirrors my issue, just a different type of attachment.

    I wondered if rolling back to RU5 would be an appropirate fix and I'm going to do just that later today and update this thread afterwards.

    I wonder why all my searches over the last 4 days didn't bring up the thread you posted?  Huh....anyway, thanks for your prompt post.

    Friday, March 1, 2013 5:22 PM
  • I suggest you open a support case with Microsoft as this seems to be an emerging issue for SP2 RU6 and SP3. Removing RU6 should fix it. But the root cause of RU6 is still unknown.

    Alan Wang

    • Proposed as answer by Terence Yu Monday, March 4, 2013 5:55 AM
    Friday, March 1, 2013 7:44 PM
  • I would echo Alan's comments to open a support case before removing it. The WAV has been mentioned alongside PDF before in respect to this issue, so it sounds like the same one.

    If as Alan suggests the root cause is unknown and each of the few customers experiencing this uninstalls the update and it can't be reproduced, you risk having the same issue with the next Update Rollup.

    Steve


    Steve Goodman
    Check out my Blog for more Exchange info or find me on Twitter


    Friday, March 1, 2013 11:14 PM
  • Update (3/27/2013): We've been working on a fix for this issue and an Interim Update (IU) is now available for E2010 SP3. Another IU request is in process for E2010 SP2. These fixes will be released as part of next regular updates but if you need the IUs, please contact Microsoft Support to request appropriate fixes for your setup. KB article (KB:2822208) update is also in process.

    -------------------------------------

    (Originally posted on 3/19/2013)

    This is a known issue with Exchange 2010 SP2 RU6 & SP3. Microsoft is investigating it for root cause determination. At this moment, there is no ETA for when a fix will be available. A KB article has been published with more info and workarounds. It will be updated when more information is available. Please see:

    Unable to soft delete some messages after installing Exchange 2010 SP2 RU6 or SP3
    http://support.microsoft.com/kb/2822208


    Sr. Program Manager, Product Quality, Exchange Client Access Server


    Tuesday, March 19, 2013 5:27 PM
  • Re syncing the users mailbox with Unity resolves this issue.  We just cleaned this up today.  We are running Exchange 2010 SP2 RU6.

    Re-syncing is not a demanding operation, it simply re-establishes the relationship between the Unity messaging server and the Exchange mailbox.
    • Edited by TGA Alan Thursday, March 21, 2013 4:38 PM
    • Proposed as answer by TGA Alan Thursday, March 21, 2013 4:38 PM
    Thursday, March 21, 2013 4:37 PM
  • Alan,

    Can you provide steps on how you did a "re-sync" to your Unity? Did you just re-create the Unified Messaging Services connection?

    Much appreciated!

    Chris DeRemer, CCENT

    Monday, April 15, 2013 12:55 PM
  • I'm also interested in how you did a re-sync.  I tried completely removing the user from Unity and re-adding them and that did not solve the issue.

    Thursday, April 18, 2013 2:02 PM
  • update: 

    To resolve this issue, install the following update rollup:

    2803727 Description of Update Rollup 1 for Exchange Server 2010 Service Pack 3


    Mike Crowley | MVP
    My Blog -- Planet Technologies

    • Proposed as answer by Mike Crowley Thursday, May 30, 2013 11:57 PM
    • Marked as answer by Mike Crowley Tuesday, June 4, 2013 12:37 PM
    Thursday, May 30, 2013 11:55 PM
  • Thanks for the update, Mike!  I guess it's time, then, to get SP3 on.
    Friday, May 31, 2013 1:24 PM