Not receiving notification (account creation, invitation) for a specific email address

[aurelien.bonnafont]

Hi Team,

We have a problem with the email address [REDACTED] for account verification invitation etc..

thanks,

Aurelien

[Dario B]

Hello @aurelien.bonnafont ,

Allow me to step in, @Shannon S  asked me to have a look at this issue since she couldn't find any block on our side.

Looking at the logs, I can see that there was a block before, but you should be already receiving notifications starting from yesterday (below timings are in CET):

_time msys.message_event.type msys.message_event.rcpt_to msys.message_event.reason 
2019-11-06 16:06:28.074 delivery khXXX.XXXX@XXXX.com 
2019-11-06 16:06:26.991 injection khXXX.XXXX@XXXX.com 
2019-11-06 16:06:14.073 delivery khXXX.XXXX@XXXX.com 
2019-11-06 16:06:13.174 injection khXXX.XXXX@XXXX.com 
2019-11-06 16:04:11.032 delivery khXXX.XXXX@XXXX.com 
2019-11-06 16:04:10.709 injection khXXX.XXXX@XXXX.com 
2019-11-06 11:42:33.116 bounce khXXX.XXXX@XXXX.com 554 5.7.1 [internal] recipient address was suppressed due to customer policy

Can you kindly confirm you are now able to receive emails/notifications from us?

Thanks,
Dario

[Dario B]

Hello again @aurelien.bonnafont ,

In order to provide more context:

I have checked the MX records for your domain and it looks like there is some security mechanism that is sometimes preventing emails from being delivered:

MX Record Target: 10 smtxxxx.xxxxx.net.
IP address: 193.xxx.xxx.xxx (france)
Status: RCPT TO failed : 450 4.2.0 <khalxxxxxxx@xxxxxxx.com>: Recipient address rejected: Greylisted for 300 seconds
Test duration(ms): 1565

MX Record Target: 10 smtxxxx.xxxxx.net.
IP address: 193.xxx.xxx.xxx (france)
Status: RCPT TO failed : 450 4.2.0 <khalxxxxxxx@xxxxxxx.com>: Recipient address rejected: Greylisted for 300 seconds
Test duration(ms): 1582

This can pretty much be what caused the emails we were sending to you to be bounced and therefore the block to be added on our side (if the email delivery fails for more than a predefined amount of times we stop trying sending emails to that address).

You may want to get in touch with the team managing this and ask them to white-list the IP addresses we use to send emails. You can find the list in the Atlassian Cloud IP ranges and domains page:

Outbound email

We use the below IPs to send notifications. You should allow the following IP ranges:

167.89.0.0/17, 208.117.48.0/20, 50.31.32.0/19, 198.37.144.0/20, 198.21.0.0/21, 192.254.112.0/20, 168.245.0.0/17, 34.211.27.137, 34.211.27.236, 34.213.22.229, 34.249.70.175, 34.251.56.38, 34.252.236.245, 52.51.22.205, 54.187.228.111, 34.209.119.136, 34.211.27.82, 34.212.5.76, 34.253.110.0, 34.253.57.155, 35.167.157.209, 35.167.7.36, 52.19.227.102, 52.24.176.31, 54.72.208.111, 54.72.24.111, 54.77.2.231

Cheers,
Dario

[Shannon S]

Hello Aurelien,

Welcome to Atlassian Community. It's nice to meet you.

I've removed the email address for privacy reasons, as this is a public forum.

I wasn't able to find anything on that address, but my recommendation to you is to raise a ticket with the Cloud Support Team. They'll be able to have a look and find out what might be causing those emails to not go through.

Let me know if you have any trouble!

Regards, 

Shannon