Not receiving email notifications

[lintek214]

I know this question has been asked a thousand times. Every answer I've read has not resolved my problem. I can't get the notifications to come to my Jira Cloud account's email address. It may be because is see this jira@username.atlassian.net address assigned to my project's notification setting. I guess this is supposed to link to my real email address username@hiotmail.com, but it's not working. I not been able to find where the disconnect is.

Can this be fixed?

[Andy Heinzer · Accepted solution]

Hi @lintek214 I found your email address was being suppressed on our side. I have removed it from that list.  Unfortunately, we can't see the initial message that bounced from your SMTP mail server.  But typically this happens because the destination mail server responses with a 500 level error that indicates the account is invalid/suspended/not found.

See if you receive a notification now.

[lintek214]

I just remembered; I have two free Jira Cloud accounts. One as the admin user using the @hotmail.com address and the other as the basic user using the @Gmail.com address.

In addition to what you said Andy, I hit the send notification limit because I'm using the free Jira Cloud. Everything seems to be working now. Thx

[lintek214]

One sad part about the limit. I think it allows less than 20 in one day. :-(

[Kishan BHATNAGAR]

Hi Team,

One of the associate is not receving email notification, we have done all the troubleshoot from our end, but issue is still the same.

[Andy Heinzer]

Hi @Kishan BHATNAGAR I have found a few bounce messages such as this one:

550 5.4.1 Recipient address rejected: Access denied. [PA3PEPF000089BB.FRAP264.PROD.OUTLOOK.COM 2024-06-26T09:46:10.727Z 08DC894D9E3C7AB3]

This was found on two different accounts that share your domain.  I cleared these suppressions for all users that share your email domain just now.  However I would recommend that all users on your domain check out this guide in Unblocking Office365 emails for Atlassian Cloud - Atlassian Community  There are settings in that guide that you can take within Office/Outlook in order to prevent this kind of bounce message from happening again from messages our Cloud services send to them.

Andy

[Nikita SHARMA]

Hi Team, 

I am the user who is facing the issue which is mentioned by Kishan Bhatnagar. 

From last 6+ months i am not receiving the notification emails

[Andy Heinzer]

Hi @Nikita SHARMA I have cleared mail suppressions to all users on your domain.

[Raman]

Hi @Andy Heinzer 

I have also seemed to stop receiving my JIRA emails all of a sudden. Could you please check if there is something being bounced or blocked?

I have a reminders app set up, the logs for the app show that the emails are being sent and rescheduled, but I don't seem to receive any, everything was fine till a couple of days back.

Thanks,

Raman

[Andy Heinzer]

Hi @Raman 

I found a suppression on your address, there was a bounced message with a response of

2024-07-26T04:32:50.000Z

550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. For more information, go to 550 5.1.1 https://support.google.com/mail/?p=NoSuchUser d2e1a72fcca58-70ead89be08si2951227b3a.264 - gsmtp

I have cleared the suppression from our side just now.

Andy

[Raman]

Dear @Andy Heinzer ,

The issue was resolved for a bit but it seems to have started again, requesting you to kindly look into the same.

Thanks in advance.

Raman

[Andy Heinzer]

Hi @Raman 

I cleared the suppression for your domain again.  I took a closer look and found another bounce message to your address of

2024-07-30T04:20:09.000Z

550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. For more information, go to 550 5.1.1 https://support.google.com/mail/?p=NoSuchUser 41be03b00d2f7-7a9f621d8d1si11308645a12.164 - gsmtp

I think I know why this might be happening now.   Looking at the DNS MX records for your domain, you can do a terminal lookup from a linux/unix machine with a terminal command like this:

dig example.com MX

For your domain, you have multiple mail server records here.  The lowest numbered MX record is tried first.  If that server is ever unreachable or doesn't respond, the next record is tried.  In this case you have the lowest record 0 an outlook.com domain, but the remainder of the MX records all appears to be gmail records.

Since the bounce message is clearly from a gmail host, it would seem that your mailbox doesn't exist in that mail server.  When our services tried to send this message, if your outlook host wasn't responding or was overloaded, our service then tried the next mail host based on the next lowest MX record, which in this case is a gmail (google mail) host.

This problem is likely to repeat itself again and again until either those gmail MX records are removed OR you obtain a mailbox at that mail server (gmail) with the same name.

[Raman]

Hi @Andy Heinzer ,

Thank you so much for pointing out the problem.

I have gone ahead and deleted the other MX records that were pointing to Gmail and the only MX record now points to outlook.com with priority 0.

I hope this will provide a permanent resolution to this problem.

Your advice is highly appreciated.

Thanks 

[Holly Adams]

I changed the email address on my account recently and have a feeling that's what is preventing me from receiving email notifications.  I'm getting push notifications on my phone from my Trello app, but no email in my inbox.  My email was hodarr06@yahoo.com and now it's holly@adamsfamrealty.com.  Are you able to check the suppression issue for me as well please?  I'm not getting Trello marketing emails in either inbox or spam folders which is odd.

[Mohanraj Thangamuthu]

Hello, Good day. I confirmed that your new email address has not been added to the suppression list. Make sure your notification settings have been configured to receive emails. 

[Holly Adams]

RESOLVED!!!  Thank you SO much!!!

[Nick Chan]

I am facing the same issue in my project, customer is not receiving ticket close notification only the ticket created noti is sent out. Please have a look at this, i have tried to go back to clarify there is no setting error. Please let me know any suggestion to improve our setting and solve this situation too. Many thanks.

[Andy Heinzer]

Hi @Nick Chan 

I can't see which users are affected here.   I can see you are a member of a single Jira Cloud site, but since you are not a site-admin you might not be able to directly create a support case for this issue. 

If you can provide the Atlassian account Id of the users not receiving notifications, then perhaps I can help here in Community, but if not, then I think the next steps would be to reach out to one of your site-admins in order to have them create a support case over in https://support.atlassian.com/contact

If you run into problems doing that, please let me know and perhaps I can generate a support case on your behalf here.

Andy

[Vaughan Rivett]

Is there a way that we can see a lot of all email messages that have been sent from Jira Cloud? This includes email notification messages being sent to agents in my teams.

[Sarah Rodriguez]

Hey @Andy Heinzer I have some teammates saying they're not receiving emails when they're tagged or assigned to tasks. Can you see if there's a suppression on our domain?

[Andy Heinzer]

Hi @Sarah Rodriguez I only found 1 user on your domain that appears to have seen a bounced message from your SMTP server.  That message was of:

2024-08-01T14:14:14.000Z

550-5.2.1 The email account that you tried to reach is inactive. For more 550-5.2.1 information, go to 550 5.2.1 https://support.google.com/mail/?p=DisabledUser 41be03b00d2f7-7a9f621f3c1si17750711a12.69 - gsmtp

I have cleared the suppression for the entire domain anyway. 

[Nick Reinhardt]

I am not receiving any notification from Jira when I am mentioned in a comment, either in Jira, through email, or on Slack. I have confirmed my account notification settings are correct and checked with my system admin. 

[Andy Heinzer]

Hi @Nick Reinhardt From what I can see, there have not been any messages that were bounced or delayed when trying to send mail to your address.  At least not in the last 45 days.   Every attempt I have found record of appears to have been delivered, at least according to the destination email server.

If you cannot locate these, I would check your spam folder to see if perhaps these have been flagged as spam.  If that doesn't help, it might help to reach out to your site-admin and ask that they create a support case with us on your behalf https://support.atlassian.com/contact

[Edwin Humado]

hi @Andy Heinzer 
I and my team face these same challenges with email notifications which started just last week.

your kind assistance is well appreciated. we have no emails in our spam too.

[Andy Heinzer]

I'm seeing a larger number of errors on our side when trying to send mail to users on your domain.  Errors like

421 4.4.4 [internal] Domain Does Not Resolve
554 5.4.4 [internal] Domain Lookup Failed 

Did you recently make changes to your DNS MX records? 

I am trying to reach out to my mail team to better understand if this is a problem from our side at resolving your mail server's address, or if perhaps this is a configuration problem elsewhere.

[Edwin Humado]

well noted. I will check with our IT team about our email server and if there was any changes done.

[Edwin Humado]

Hi @Andy Heinzer 

per my checks with IT, no changes has been made to our mail server from our end.

will appreciate your assistance on this issue.

[Andy Heinzer]

Hi @Edwin Humado I also got an update from my mail team.  It appears that our service provider for sending some mail (sparkpost) appears to be having a problem resolving the addresses of some mail hosts.  I got confirmation that your domain is among these domains.

Our team is working with our vendor to resolve this.

[Edwin Humado]

well noted with thanks!

[Brahmani Nukala]

I am not getting jira updates on my mail when my team tags me any issue or mention on any issue. I did check with my admin regarding this and we found no solution, can some one help me here

[Andy Heinzer]

Hi @Brahmani Nukala 

There was a suppression on your account.  I have cleared this for your account and any other users on your domain.

[admin_isenhoff]

We haven't received any email notifications since the end of March, even though immediate shipping has been discontinued. The test dispatch (https://trello.com/test_notifications) did not throw up any errors either. Does anyone have any ideas as to what it could be?

[Daniel In]

@Andy Heinzer I'm having the same troubles as well. Looking to see if I could get some help. Thank you.

[Andy Heinzer]

Hi @Daniel In 

I found that for your account, our system is showing an SMTP response of:

421 4.4.4 [internal] Domain Does Not Resolve

However it doesn't appear that this is happen everytime.  Sometimes it appears to be delivering to your address as expected.  If this continues, I would share this message with your mail admin to see if there has been a networking or DNS problem with resolving your mail host recently.  If so, it would explain that particular error.

Andy

[Mohanraj Thangamuthu]

Hello, Good day. Please refer the following link to configure from address for Jira cloud notification. https://support.atlassian.com/jira-cloud-administration/docs/configure-jira-cloud-to-send-emails-on-behalf-of-your-domain/

[lintek214]

Yes, I tried that, but I can't change the domain. That's the problem. The edit is in two separate boxes and the domain box is greyed out and defaults to @<username>.atlassian.net

[Mohanraj Thangamuthu]

From admin.atlassian.com >> Settings >> Emails. Do you see the from email address already added ?

[lintek214]

Ok, I added the @hotmail.com domain. Atlassian is doing some type of verification. So, when this is done, I then go back to my project settings, and I should see an additional box with the @hotmail.com domain which I can add the address and make it my default notification email?

[lintek214]

The instructions did not fix my problem. I discovered the jira@<mysite>.atlassian.net is the "sender" address. Having it set in the project settings is correct. I ran the notification helper, and it reports my email notifications are being successfully sent to my user@hotmail.com address.

I don't know why I did this, but I sent an invite to one of my Gmail addresses. I did not use the address to accept the invite. However, I opened one of my issues and made some edits. And would you believe it. A notification was sent to the Gmail address. But not to the Hotmail address. It's the Hotmail address which is the account owner and site administrator. What and where is the disconnect here?

[Mohanraj Thangamuthu]

Got it. The issue is specific to the hotmail email address. Please raise a ticket at https://support.atlassian.com/contact/ we can check the email logs.

[lintek214]

Since I'm working with a free Jira Cloud account, I'm unable to open a ticket. I'm only directed to report my problem here in the Atlassian Community.

thanks