When you want to trace a mail, you normally will query Message Tracking and put in the sender or recipient name. Let say you tried that and no relevant log entry appear.
You might want to try and query the log file itself. Locate Log folder in IMSS installation folder. Look for file with the name 'mailtrace.log.########'. The # indicates the date.
Probably there is a problem to upload the logs to database.
You might also want to do the following to rectify this issue:
1. Stop all IMSS related services
2. Backup mail_trace_bookmark file which can be found in Program Files\Trend Micro\IMSS\bin by renaming it.
3. Restart all IMSS related services
Note: This should generate new bookmark
4. Install the latest patch (if applicable)
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