Whenever a user creates or updates a Jira issue, notifications/emails are not being sent to the user

Question

Whenever a user creates or updates a Jira issue, notifications/emails are not sent to the user.

I tried sending a test mail to myself using the outgoing mail, but I received an error saying "Authentication Failed Exception: 535 5.7.8 Authentication credentials invalid.". I asked the client if they had changed the password, but they said that they hadn't made any changes to the password.

Ste Wright · Answer

Hi @Parikshit Chaudhary

There's other posts on the Community which might help also with that specific error.

For example, see this one: https://community.atlassian.com/t5/Jira-Software-questions/535-Authentication-Credentials-Invalid-Jira-SES-integration/qaq-p/1493844

Ste

Parikshit Chaudhary · Answer

Thanks, @Ste Wright for your prompt response.

I've tried to test the outgoing mail by sending test mail, but I'm getting the same error: "Authentication Failed Exception: 535 5.7.8 Authentication credentials invalid."

Will try to check the KB article. Meanwhile, if you have any suggestions, kindly share them with us.

Thanks & Regards,

Parikshit

Ste Wright · Answer

Hi @Parikshit Chaudhary

You've listed this as a Server/DC environment (i.e on-prem) - is that correct?

For Server there's a few different reasons this can happen. This Knowledge Base article is a good starting point: https://confluence.atlassian.com/jirakb/troubleshoot-notifications-in-jira-203394737.html

Let us know if any of these options help troubleshoot!

Ste