Administrator's Guide - Kerio Software Archive

Chapter 28Troubleshooting in Kerio MailServer28.1 Reindexing mail foldersProblem descriptionUser’s folder or even his/her entire mailbox is not displayed correctly. The damaged folderseems to be empty or some messages are missing.This problem might be caused by discrapancies between the index.fld special file and the#msgs directory in a Kerio MailServer’s mail folder.For better understanding, let us explain how Kerio MailServer handles messages. Email messages,contacts, events, tasks and notes are saved to a store as a folder tree. This store isrepresented by the \store directory which is further divided to domains, user mailboxes andfolders included in these mailboxes. Each folder contains several directories and files whereemail messages as well as information regarding these messages are stored.We will focus on the #msgs directory where messages in the format of .eml files are storedand on the special index.fld file which is used by Kerio MailServer to orientate in the #msgsdirectory while communicating with email clients. This file is created for each mail folderupon the first startup of Kerio MailServer.The index.fld file includes list of messages contained in the folder as well as specific informationregarding these messages. Each line of the file represents record of one email messagestored in the folder.The index.fld file and the #msgs directory are saved in every folder created in each useraccount. The following path can be used as an example:\Kerio\MailServer\store\mail\company.com\nmandela\INBOXSolutionThe solution might be easy:1. Stop the Kerio MailServer Engine.2. Under the store directory in the Kerio MailServer’s store, find the domain of the users whohave problems with their folders. Find the user’s folder labeled by their username. In thisfolder, the entire email account of the particular user is saved. User-created subfoldersare included in main folders — they are ordered in the same way as displayed in KerioWebMail.303