Notifications are not sent to some users

Question

Problem: Some users don´t receive Jira notifications via email. They do, however, receive notifications with the mobile app.

What I tested: One of the users changed his email address in Jira to another address, where he then received notifications. Then he changed it back to the original email address and hasn´t received emails from Jira since then.

We use Jira Cloud.

I suppose, this is a problem outside of Jira. But has anyone had this problem before?

Best Regards,

Anja

Anja Seifried · Answer

Hello Petterson,

thank you for your reply and recommendation. The affected users have the same domain like non-affected users. Spam Folder was checked. The IT admin checked the incoming stream on those email user accounts. Nothing.

But I think I discovered the reason - at least for 2 of the 3 affected users:

In the project settings you can assign specific roles to users or groups. I assigned the roles "Users" and "Developers" to the group that I use for the project. At the same time, some of those people in the group are also listed as single users. Two of these single users only had the role "Developers" but not the role "Users". When I activated the role "Users" for the single users, one of them received notifications!

Is it possible that the roles for the single users over-rule the roles for the group or something?

Unfortunatelly, one of the users still doesn´t receive notifications, even though the role "Users" was already activated.

Regards,

Anja

Petter Gonçalves · Answer

Hello Anja,

The e-mail address which is not receiving notifications have a personal domain? Or is it using a public e-mail domain like Gmail, outlook, etc?

I would recommend the following actions:

1 - Check if the notifications are not arriving in the Spam folder

2 - Check with the team responsible for your e-mail administration if there's any firewall or proxy that might be blocking the notifications

3 - As described in this documentation, Atlassian Cloud uses the following IPs to send notifications:

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

Check if the addresses above are properly whitelisted for your Proxy, firewall and e-mail domain.

Let me know if this information helps.