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Unable to verify sending email domain via DNS

Storeolis Admin

Hello,
I've added my domain to https://admin.atlassian.com/o/{organizationId}/emails > Email domains and added all DNS records shown there. For now all DNS records are green except last TXT record which is shown as red:

TXT atlassian-sending-domain-verification={guid}

If we

When we hover mouse pointer over red circle the following message is shown:

"The value for this TXT record is missing from your domain provider"

However this record is added to DNS of my domain and I can see it e.g. in https://dnslookup.online/txt.html (Name field shown there is set to domain name. I.e. exactly how it is shown in Atlassian):

But still when I click Run DNS record check this TXT record validation fails and I get email "We're unable to confirm a match".

Any ideas what can be wrong?

PS. Note that another TXT record for SPF is also added to DNS and shown as green in Atlassian. So problem is only with this last TXT verification record.

PPS. Before that I also added general domain verification (which is used for managing users accounts in organization, i.e. not for emails sending) using another TXT record:

TXT atlassian-domain-verification={id}

and this record is still there. Can it be related somehow?

Accepted answers

Andy Heinzer

Hi @Storeolis Admin

Sorry for the inconvenience here. I found that your domain was in a group of those that were affected by a service failure:

We have identified a temporary failure on our email service providers side where attempts to create new domains between 23:00:00 AEST January 12th to 03:30:00 AEST January 14th failed to create the Bounce CNAME record. We have applied a fix on our end to mitigate the issue. Please refresh the DNS check in the UI and report back if you are still experiencing any issues.

Try these steps and let us know if this is resolved.

Andy

All comments

Brant Schroeder

@Storeolis Admin

My guess is something is just off on what was added. Make sure there are no spaces or wrong characters. I would suggest removing it and adding it again and seeing if that works.

Storeolis Admin

thank you for reply Brant. I tried to re-add domain and TXT record many times. In order to ensure that there are no extra symbols I tried to copy value from DNS records window's output html (not only by using Copy button from there) and verified that there are no hidden characters in Notepad++ with "Show all symbols" option checked. No luck still. I'm but out of ideas what may go wrong.

Brant Schroeder

@Storeolis Admin let me escalate to Atlassian since you are on a free plan and see if they can take a look at it.

Storeolis Admin

Thank you Brant, will wait for their reply. There is similar issue created week ago by another user: https://community.atlassian.com/t5/Jira-questions/DNS-records-error-preventing-email-domain-validation/qaq-p/1906632. So there is a chance that something got broken in sending domain verification algorithm.

Andy Heinzer

Hi @Storeolis Admin

Sorry for the inconvenience here. I found that your domain was in a group of those that were affected by a service failure:

Try these steps and let us know if this is resolved.

Andy

Storeolis Admin

Andy Heinzer thank you a lot! I re-added domain and TXT record and now validation has passed!

Loic Le Cardinal

That worked for me as well.

Thank you for the fix.

Nagesh N

@Andy Heinzer Does this issue still persist? I'm experiencing the same issue. have created an SR "JST-777027 " if you need more details.

Paweł Pisarski

@Andy Heinzer, I have the same issue, my domain is not verified because of TXT record. MXTOOLBOX shows the correct value (visible under "See DNS records")

https://admin.atlassian.com/o/k64842a1-49j3-119b-717a-709kbbd4277c/emails

Are you ale to check the issue?

Florian CRETINON

@Andy Heinzer, same issue for my domain whereas MXTOOLBOX shows the correct TXT value.

Andy Heinzer

@Florian CRETINON I'd recommend creating a support case on https://support.atlassian.com/contact

@Paweł Pisarski I cannot view the details of your site. But I'd recommend creating a support case. Your site should be able to create a support case if you choose the "Jira Work Management" product on your site. The other products on your site are using the Free plan. And in turn the free plan only sites do not have direct access to our support portal.

Rajesh_Ramankutty

@Andy Heinzer am also having same issue that me and my team is getting same mail can you guide me what needs to be done

kindly find my screenshot.

Andy Heinzer

@Rajesh_Ramankutty In your case, I'd recommend creating a support case with our support team over in https://support.atlassian.com/contact

The initial report on this thread was due to a temporarily service failure on Atlassian's side that caused some sites to not be able to verify. To the best of my knowledge that problem was resolved long ago and does not exist now.

But users that are unable to verify their own site might find this post because of its title. We would need to examine the details of the specific domain you are trying to verify here, and then compare it against the public DNS TXT records for your domain to be able to troubleshoot this. Since you have obscured that data in the screenshot I cannot help more here.

I would recommend creating a support case so our team can investigate this further.

Cheers,

Andy

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