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Cannot send password reset email

Kate Yoak1

I am testing password reset feature and find that no email is being sent. JIRA says, it has sent an email, but it does not.

Test emails do go out from JIRA correctly via configured server. Only password reset is the problem.

Nothing shows in the log.

This is a new JIRA setup. What am I doing wrong?

Accepted answers

All comments

Nic Brough -Adaptavist-

If the test email send is going out ok, then it's likely your question is slightly wrong - it should be "we don't receive a password email", not "JIRA does not send".

But if you're sure it's JIRA not sending, try https://confluence.atlassian.com/display/JIRA/Logging+email+protocol+details to see what it thinks it is doing. I expect you'll see it sending.

Check the recipient mail address is correct, check that the email isn't filtered into another folder, and look at the logs on your mail server.

Kate Yoak1

Thank you for the diagnostic tip. In fact, JIRA is not even trying to send an email.

When I go to send a test email, I have debug information in the log.

When I go to reset username/password, it says it generated an email, but the log is totally empty. I have now also verified that a welcome email is not getting sent to a new user. Basically, the test email is the only thing that goes.

The Outgoing Mail setting is definitely enabled... Thank you!

Nic Brough -Adaptavist-

Very interesting, and not what I expected. Did you check both logs? Catalina.out and Atlassian-jira.log ? (That's a bit of a long shot, if you've found the test email sends, I'd expect the password/welcome debug info to go to the same log. But worth a check) One other thought before I reach for Atlassian support - could you check that the user who is attempting the password reset is enabled and has access to log in? (Ok, locked out and/or with a dead password is fine, but would they be able to use JIRA if they were enabled and had a working password?) Similarly for the welcome message, do new users automatically get put in the login group?

Turlach MacDonagh

Did you ever figure out the resolution on this? I'm seeing the exact same thing. Emails are being created, sent and received for tickets, etc. Just not for new users and password resets.

Matt Shepherd

did you ever resolve this? if so how? we are seeing the same exact issue. test email sends fine- reset password email does not even register anywhere in a log.

S_2aykfg

Hi we had a similar problem.

As we had atlassian crowd, it seems there was a link between jira and crowd which didn't work correctly. When we asked our useres to use the crowd reset link (instead of the forgotten password in Jira), it worked.

So the resetpw url is:

https://crowd.YOURCOMPANYNAME.com/crowd/console/forgottenlogindetails!default.action

Don't ask me for the reason.

If you are not using crowd, the problem lies probably elswhere

Urszula Forenc

We also have this problem. Any resolutions?

Suman Kumar_vua9d2

I am also facing this issue. Any resolution on this?

Urszula Forenc

HI, we have found, that some users get it in spam folder. But the rest of users - we have no idea what is going on..

Suman Kumar_vua9d2

i have checked Spam. It is not there. For the last 15 days i am struggling this.

Karen Rogalski

This issue resolved once we moved to 7.2.7 Server version.

Slavik Meltser

I am on v7.12.3 and have the same problem.

Matt Shepherd

@all based on personal experience here are the three most likely causes for this behavior.

The user does not have an email address configured for their user account.
The user has an email address configured, but the server cannot send to it. This might occur when you have different internal and external naming (matt@int.example.com v. matt@example.com) and the email server you have configured cannot relay mail to one of them.
If you are connecting to the mail server on a secure port, there is a problem with the cert (expired, wrong name, etc).

Every email sending issue I've encountered has always been traceable back to one of those 3 causes.

Karen Rogalski

I agree all that should be checked out but there was a Jira bug. All that was checked out on my instance and I worked with Atlassian Support and we finally concluded there was an issue somewhere. Once we upgraded to 7.2.7, it went away.

Its probably come back.

Matt Shepherd

Very good to know. Thanks.

Slavik Meltser

This is true when there are no emails has been sent at all from JIRA. But, this case is different, as we do receive ALL emails except of the password reset one.

And for all 3 possibilities you have mantioned above, the answer for me is NO.

Thomas Fleischer

There is an issue at Atlassian. Please vote and comment.

https://jira.atlassian.com/browse/JSDSERVER-3401

Andriy Ivanovskiy

I have same problem, but only when reset password with email.
For example I have user:
Username: adam
Email: ai@example.com
1. If for reset password used username adam, email received correct to ai@example.com.
2. If for reset password used email ai@example.com, email didn't receive to ai@example.com.
For both I saw "Reset password link sent successfully".
I enabled all debug and profiling, but all logs clean.

sbitar

We are using jira server version 8.0 and we are facing this issue as well. What is the solution ?

Jonathan Bohlmann

+1...been this way for several months for us as well. Emails for all BUT reset PW go out w/o issues.

Warren Kent

same problem here. nothing stuck in error queues, but new users not receiving their mails and reset password also not working for users.

Daniel Carrasco

Same here.... I've receiving almost all the emails sent by the platform, but just the recovery email doesn't appear as sent.

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