This article was previously published under Q259675
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The Exchange Server Administrator program allows administrators to view statistics of the mailboxes that belong to the users of that server by clicking the Mailbox Resources tab (located in the Private Information Store properties). One of the columns that is displayed on the Mailbox Resources tab is Total No. Items, which is the total number of items that belong to a mailbox. At times, there may be an inconsistency between the value that is listed in Total No. Items on the Mailbox Resources tab and the total number of items that are actually visible when you log on to this same mailbox with a client such as Microsoft Outlook.
To repair this inconsistency, an administrator may run the Exchange Server Information Store Integrity Checker (Isinteg.exe) in repair mode against the server's private store. However, after the Isinteg utility finishes, the inconsistency between the Mailbox Resources tab and the mailbox as displayed from the client persists.
This issue can occur because the Exchange Server Information Store Integrity Checker (Isinteg.exe) does not support the identification or correction of inconsistencies in the Total No. Items column for mailboxes.
To resolve this problem, obtain the latest service pack for Exchange Server 5.5. For additional information, click the following article number to view the article in theMicrosoft Knowledge Base:
191914 XGEN: How to Obtain the Latest Exchange Server 5.5 Service Pack
The following files are available for download from the MicrosoftDownload Center:
For additional information about how to download Microsoft Support files, click the following article number to view the article in the Microsoft Knowledge Base:
119591 How to Obtain Microsoft Support Files from Online Services
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Microsoft has confirmed that this is a problem in Microsoft Exchange Server version 5.5. This problem was first corrected in Exchange Server 5.5 Service Pack 4.
This fix is dependent upon build 5.5.2651.23 of the Store.exe program. If you are running a build earlier than build 5.5.2651.23, first upgrade the version of the Store.exe program to the latest build that is available. After you complete the upgrade, start and stop the Exchange Server Information Store service to allow for the schema upgrade that is made after build 5.5.2651.23. After the schema upgrade is finished, run the Isinteg.exe utility by using the following command line to correct the mailbox item counts:
The cause of the incorrectly incremented item count value has been identified and corrected. Please note that this fix is included in the latest build of the Store.exe program. Upgrade to the latest build of the Store.exe program that is available, instead of the build that is listed in the following knowledge base article:
235528 XADM: Mailbox Item and Size Counts Are Incorrect
It is also important to note that many types of items are stored in a mailbox, some of which are not visible in Outlook. The most common visible items are messages, calendar entries, journal entries, task items, and contacts. However, other types of objects are stored in the mailbox, such as views, that are not visible. After you use the Isinteg utility to correct the item count values, a discrepancy may still exist between the number of visible items and the mailbox item count. This is to be expected.