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Forwarding Email Failure

Last Updated: Apr 07, 2016 08:39AM CDT
On your Orca, you run a search, select an email, and forward it, but it never arrives.  Why?
The problem is usually not on the Orca archiver, but it might be.  In order to forward  email, the archiver connects to an Email Server and gives it the email to forward.  In order to connect to a server, you have to configure the Orca. 

At version 5.3 and before, you tell the Orca when you set up your notification email.  From the Configuration Tab (1) select Email Notification (2).  The email server (3) and email address (4) the Orca will use are required parameters on this screen, as well as the the user to receive the nightly notification email (5). 

At verions 5.3.1 and above, the notification email address has been put into a separate screen, and the target email server is set up on the Outgoing SMPT screen (2).  Again, the email server (3) and From Address (4) must be set.

If the email server isn't set, or is pointing at a non-existant or down server, when you forward an email an error will show up on the email display page.   When the email is forwarded and no error appears but the email doesn't show up where it is supposed to, then the problem is usually with the email server and not the Orca.
You can prove that the email reached the Exchange server using the Tracking Log or, if you have it installed, the Toolkit debugging tools, as seen here.  The subject field is not expanded, but it does show part of the subject change “[Forwarded by Orca]” that it prepends to the subject of the email.

The major cause of “lost” forwarded emails is Exchange's duplicate email detection.  It doesn't want to deliver the same email twice, so it doesn't deliver the second, perhaps forwarded, copy of the email.
Microsoft has instructions for turning off the Duplicate Message Detection at URL https://support.microsoft.com/en-us/kb/975990  “Messages that have duplicate message IDs are deleted when they are archived to an Exchange 2007 mailbox” 
The solution is applicable to Exchange 2003, 2007, and 2010.
The fix lies with the Windows Registry, and is controlled by a registry subkey.  The subkey is parametersPrivate.
You will need to create a Disable All Duplicate Detection registry entry for the subkey. When you set this entry to 1, you will disable duplicate detection for mailboxes. To do this, follow these steps.

Important Disabling duplicate detection on a Mailbox server enables any message to be delivered to a recipient with a duplicate message ID.
1.     Click Start, click Run, type regedit, and then click OK.
2.     Locate and then click the following registry key:
If the ParametersPrivate registry subkey does not exist, follow these steps:
a.     On the Edit menu, point to New, and then click Key.
b.    Type ParametersPrivate, and then press ENTER.
3.     On the Edit menu, point to New, and then click DWORD Value.
4.     Type Disable All Duplicate Detection, and then press ENTER.
5.     On the Edit menu, click Modify.
6.     Type 1, and then click OK.

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