2 of 25 users are not getting email notifications, only notifications inside Jira itself

Question

Hi!
I'm a Jira admin, and for most of my developers, all is good!
However, two users are not getting notifications on email.

I've tried to delete them and readd them. 
Same result.

When I add a comment on a story they own and tag them in this comment, they get a notification on the bell in the left bar inside jira, but no email.

When I delete and reinvite, OR when I send a "Create new password" request, they get this. So its not their email address that is wrong or email client that is not working. Their names do not include any strange chars or anything. 
Also, of course, they have checked all folders including bins and buckets.

My project use the same notification scheme as all other projects. 
I've checked the Notification helper for the stories in question, and it shows he should get notifications.

Please help!

Kind regads
Lin

Daniel Ebers · Answer

Hi Lin,

in case you are pretty sure Jira is not the source of the missing mails having a look into the receiving mail server could make sense anyhow. I came across some scenarios where a Spam filter blocked, or even deleted, some kind of mail (based on different subject or other criteria) whereas from the same system other mails came through.

In a very odd case the amount of mails that the mail server accepted from one sender during one hour was limited so my recommendation would be to check if something similar could apply. In my case 20 mails from one sender per hour was allowed - the 21th mail was discarded. The mail server administrator stated this would be enough for regular cases whereas I told him that one mail per updated Jira issue is a common case why the limit had to be adjusted.

Please, although it sounds so basic (I know) if the two users you are mentioning have some filtering rules in place. They could even be in place on the server (depending on your setup).

Maybe the mail server administrator of the receiving mail server is willing to support you by looking into the logfiles. If there are any, this is something which could be of great help.

Cheers,
Daniel

Jen_p68tsu · Answer

We've had a similar issue.  When a user is assigned an issue, the email notification isn't showing up.  I literally turned Jira inside out and could not get it to work.  Recently we added an integration with Slack.  All of the sudden the notifications started up in email again.  All is right with the world.  Except now I want to know what happened and why that particular activity "reset" the notification process.

Short answer, try adding an integration.  See if that does something.