How to unblock email domain?

[Henning Sievert]

For a certain email domain we are not receiving any Jira email notifications. We have already checked all spam folders, spam filter settings, blacklist and whitelist settings, etc.

For email addresses with other domains the Jira email notifications are working.

I have read in other posts that sometimes email domains are blocked on Atlassian side and their support needs to be contacted to remove the block. But as we are using the free Jira Cloud version I cannot create a support ticket with Atlassian. 

How can I get our domain unblocked so that the notifications work?

[Henning Sievert · Accepted solution]

After Atlassian helped us to investigate this issue it turned out that the root cause was the Name Server configuration of our domain in AWS Route 53 where we were not using the default name servers generated by AWS but external name servers instead which could not be resolved by Atlassian's email notification system.

We have changed our name server configuration now so that we are using the default AWS name servers and the notification email are working again for us.

[Andy Heinzer]

Hi Henning,

Sorry to hear about this problem.  This does sometimes happen with our Cloud sites being unable to transmit messages to specific accounts or domains.  Could you please let me know the specific email address and/or the domain name in question here? 

I can investigate this further if I have some more details here. 

Andy

[Henning Sievert]

Hi Andy,

Thanks for your reply. The domain name in question here is digitalspine.io

Cheers

Henning

[Andy Heinzer]

Hi Henning,

While I did not find any blocks for that domain, something else doesn't look right here.  So I created a support ticket on your behalf.  You should have gotten an email about that too, but just in case you did not, you can see the support ticket over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-627526

Regards,

Andy

[Henning Sievert]

Hi Andy,

Thank you for the creation of the support ticket. I will forward the information in that ticket to our internal staff so we can investigate how we can fix the setup on our side.

I also haven't received the email about the ticket you created and I assume it's for the same reason why the other emails are not coming through. I appreciate that you posted the link to the ticket here as well!

Regards,

Henning