Archived mails not deleting from inbox

[JustinMcSD]

Environment: 

Win7 Client / Evault 10.0.1316 / Win Server 2008 R2

We have a single user out of hundreds (that we've found, anyway), whose mail isn't being moved into the vault. Our rules are set up to archive mail after 90 days, and to remove from inbox after 2 years. All of her emails are archived correctly, but the >2 Years emails arent being moved. She has a massive mailbox (35,000 ish items) so this is causing all sorts of functionality problems with outlook. Can anyone give me some advice on where to look, what to check? 

[AndrewB]

any chance you can upgrade to the latest service pack for EV? there are all sorts of great mailbox archiving reports that were introduced which will make easy work of identifying these issues for you.

[JustinMcSD]

In a timely fashion, no. However, I can pass this suggestion along to our infrastructure team.

[Ben_Watts]

Could be many reasons to be honest, most likely fix is to do the below as it could be a problem with the actual hidden message in the mailbox especially if it is a single mailbox out of many:-

1) Zap the mailbox  -  http://www.symantec.com/docs/TECH35614

2) Remove the entry for that mailbox from the ExchangeMailboxEntry table in the EnterpriseVaultDirectory DB

  i  -  Run the below SQL query to find the user and ensure you have the correct LegacyDN
USE ENTERPRISEVAULTDIRECTORY
SELECT * FROM ExchangeMailboxEntry
Where LegacyDN = '%LegacyDN Used in Step 1%'

  ii  -  Run the below SQL Query to remove the user  - If you are unsure about what you are doing consult your DBA and ensure you take a good full working backup of the DBs BEFORE making any changes
USE ENTERPRISEVAULTDIRECTORY
DELETE FROM ExchangeMailboxEntry
Where LegacyDN = '%LegacyDN Used in Step 1%'

3) Run the Provisioning Task again

4) Re-enable the user's mailbox

5) Run an Archiving run against this one mailbox to test archiving capability

It could also be something to do with that actual mailbox itself, at or over quota, hidden from GAL, two entries in the ExchangeMailboxEntry table etc.

To be honest any suggestions are shots in the dark without investigating it first, for that you would need to Dtrace the ArchiveTask process during a Run Now against that users mailbox, should tell us why we arent archiving from it.

[JustinMcSD · Accepted solution]

So this actually ended up being a rogue user account whose old mail was never transitioned away from our previous email archiving solution. The affected items (many thousands) were only items that had previously been archived with that solution. Very odd, but glad there was at least a someone rational answer. Thank you both for your suggestions. They were much appreciated.