You need to check all the filters that have an action to 'Delete' or 'Move to Trash' as that is the action occuring.

Or perhaps one has used 'Match all messages' where the condition is something that would auto apply to all messages such as the customers own email address or a 'Contains' that would match part of the customers email address which would be in every eg: TO field.

You could disable them one at a time and run test, then enable it and disable the next one and repeat. Or disable all of them except one, run test and gradually enable one at a time until it fails, then the last one enabled is possibly the culprit.

Hi Toad-Hall! Thanks for the information....I will let her know and we can see if we can get to the bottom of the problem....

Thanks again!

bookie56

Just had a thought and should have mentioned it before.

Does the customer have Filter Logging enabled? Click on 'Message filters' to open at the bottom click on 'Filter Log' button a new window opens, so make it wider and longer to make reading easier. If it is already enabled then there will a list of what has been going on.

It will say the date, Applied filter name moved message to mailbox and it will say the name of the account/folder name.

If it is not enabled then click in the checkbox 'Enable the Filter Log

Then send email and check what filter name move it to TRash.

Hi again! I will try to get a look at that as soon as the customer has time.... Thanks for the extra info....

bookie56

Does the customer have an anti virus program that offers scam or spam detection. Turn that off. Rarely do those things work for more than a point release or so and after that things like everything going to trash ensue. It used to be a Trend or a Norton thing, but I think that are all about as bad as one another these days.

Hi Matt! Thanks for your input....something else to bear in mind....I will notify the customer....

bookie56