Hey, so as the title says for roughly 20 days now I am not getting any notifications from Confluence Cloud and JIRA. The details are:
Hey @Jim Oliver ,
I've cleared out a block on your email address, per the other threads you've noticed on Community. Assuming there are no other issues with your mail server that cause emails from our delivery service to bounce, your Jira and Confluence notifications should start flowing again.
Cheers,Daniel | Atlassian Support
@Andy Heinzer
I am also encountering the same issue of not able to receive email notification, can you please help me out here.
In your case, it appears that one of our sending email IP addresses has been blocked by spamcop. I found a bounce error of:
554 5.7.1 Service unavailable; Client host [a.b.c.d] blocked using bl.spamcop.net; Blocked - see https://www.spamcop.net/bl.shtml?a.b.c.d
We have an internal issue raised with our mail team to address this problem, as this likely affects several users.
Hello @Daniel Eads
Please do the same for my email I have the same issue. Thank you!
Think you @Andy Heinzer
How long will it take to solve this problem?
Hi @Daniel Eads
The same issue happened with me for 3 weeks and still have not received any email. can you help here, please?
Thanks
I have not found any other messages that have bounced to your address since September 1st. I expect that this should be resolved for you. Or are there other users seeing this error now? When this happens it can sometimes take a few days for the service provide to resolve this. But I expect that this is working correctly now.
Hi Vivek,
I found there was a bounced message to your address of
I have removed the suppression from our side. You should be able to receive messages again to that address provided your mail provider allows it.
Regards,
Andy
@Daniel Eads I am also not receiving notifications. I have them enabled and see them in notification center. Thank you!
Just to close this loop, I believe we have addressed this in another thread here on community.
@Denise Franken I am afraid I'm not seeing any bounced or blocked messages that are being sent to your address. Perhaps try to resend these notifications, if you are still not receiving these, then I would recommend reaching out to the administrator of the specific product you are using to see if perhaps they can create a support ticket on your behalf.
From what I can see, both Trello and Confluence have successfully sent you messages, but these were more than a week ago. Is there perhaps another email address you are using here?
Thank You @Andy Heinzer .
@Daniel Eads could you please check my address too? It seems that I have a similar problem.
@jovana_ananievska I took a look at your address in our system, but I did not find any messages that would have bounced according to the SMTP server. From what I can see these messages are being delivered. If you are not receiving these, I would recommend checking your spam filter or reaching out to your mail administrator for additional help here.
Please could you help, our team is having issues not receiving all email notifications when assigned or mentioned on a ticket, we receive some but most have been missed? Would appreciate your help, thank you!
Hi @Holly O'Connor
Sorry to hear about this problem. There is an on going incident in which one of our outbound IP addresses was added to a blocklist. In turn I found this response message from your mail server when we tried to send to you:
550 spamcop.mimecast.org Blocked - see https://www.spamcop.net/bl.shtml?192.174.81.120. - https://community.mimecast.com/docs/DOC-1369#550 [rUV94iSnMR-j4gr1DZ7l1Q.uk33]
We have already had this address removed from spamcop's listings. However your email administrator appears to be using a cached IP list in mimecast in order to continue blocking messages from our service.
You can try to see if this is working now, but if not, then I'd recommend reaching out to your email admin. We have a list of our outbound email IP ranges that they could then add to an allowlist or whitelist for mimecast. That is one way your organization could help prevent this kind of problem.
@Daniel Eads I am also having an issue with email removed. Can you please help me verify there is not a block on this address? He has not received an emails even though the notification helper is saying he should.
Thanks, Chelsea
We have an active incident in which some users are not receiving email from our Cloud services. More details in https://jira-software.status.atlassian.com/incidents/l4gvrrxl687j
@Andy Heinzer Thank you for responding so quickly. I appreciate it!
hi @Daniel Eads
one of my team members is not receiving her Jira notifications in her Gmail inbox. please could you help us sort this out? her email id: banupriya@yosicare.com
I am encountering the same issue of not being able to receive email notifications, and some of my team members also. Could you please help me out here?
Thank you for your support.
I found and removed the suppressions for your email address and all of those on your domain. You should be able to receive new notifications now.
Cheers,
Can You please do the same with my email ? Seems like I have the same problem.
Hi @Vytis Baniulis I found your email address was being suppressed by our outgoing mail provider. I have removed this suppression. You should start to see new notifications.
Many thanks !
Hi @Andy Heinzer
I am receiving emails from Jira now, but some of my team members still have this problem. Could you please check our domain again?
Thanks.
Hi @Sara Mandić
I found only one other user on your domain that had a recent bounce message. I have unsuppressed this from our side. Please let me know if you have any other specific users that cannot receive notifications from our services.
I am also encountering the same issue of not being able to receive email notifications. Can you please help me out here?
Hi @Darius I found there was a suppression on your account. I have removed this. You should start to see notifications from our Cloud services.
@Andy Heinzer Thank you.
i am encountering the same issue. i havent received a jira email notification since oct 26, 2022. confluence emails are fine. i've checked my spam box and theres nothing. i dont have anything filter as far as i can tell. please check if the emails are being delivered. thanks.
Hi Calvin,
I found your address was being suppressed by our system. I have removed the suppression. You should be able to receive new notifications now.
@Andy Heinzer thank you. just started receiving emails.
Hi there, Im also having the same issue. I was receiving notifications fine until a few days ago. Could someone help with the issue? Im not an admin so unable to raise a support ticket unfortunately.
Hi @Sophie Power
I have removed the suppression to your address. I found there was a bounce response of
After that first bounce, all subsequent attempts were being suppressed.
@Daniel Eads @Andy Heinzer
Hello,
I have same problem, I don't get a notifications in email.Can you check why?
@Adrian Wojtaszek I found a suppression of your email address in our system, and I have just now removed it. You should now receive notifications from our Cloud services again.
Hi I think I have this issue as well. Can you looking into my email
Hi @umair.aziz
Yes I found your address was on our suppression list. I have removed it just now. You should be able to received notifications from our Cloud services now.
Thanks @Andy Heinzer
Hi @Andy Heinzer , can you please also help, I'm not getting notifications from our email request. Many thanks!
Hi @John Balce
I am not currently seeing any messages sent to your address that have bounced. Perhaps this has already been cleared out on our side. If you are still not receiving notifications, then I would suggest checking out our guide in https://community.atlassian.com/t5/Jira-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108
It has some Outlook specific options you can enable to help prevent our messages from being flagged as spam. Otherwise I'd recommend reaching out to your mail admin to see if perhaps the messages sent to your account might be caught up in a quarantine or spam filter in your mail server side of things.
@Daniel Eads - Some people in my organization are also complaining about not receiving email notifications. Could you please check?
@Rupa Kamat Hi, I do not see any suppressions on our side for your address, or other users on your domain. If you are still not seeing notifications from our Cloud services, I would recommend checking your spam filter or reaching out to your mail administrator.
Thanks for the help @Andy Heinzer
Hello @Andy Heinzer , Can you please help my co-worker ([redacted]) solving this same issue ? He is receiving notifications via the notification belt on JIRA but no email notifications. It was working correctly for him since last Wednesday. @Daniel Eads
@Driss El Korchi I am not seeing any suppressions from our side. That user is receiving notifications from what I can see. If they are still not seeing these in their inbox, I'd recommend reaching out to your mail administrator as there have been several messages sent to that user recently.
Thanks for your reply ! I'm going to reach out our mail administrator.
Hello, i appear to be having a similar issue with notifications coming in to me from Jira. @Andy Heinzer are you able to have a look at my account?
@Adam Taylor I found there was a suppression on notifications to your email address. I have cleared this from our side. I was not able to find the source message of an original bounce message that would have caused this.
Hi @Andy Heinzer i have another one i need you to check: kate.b@stalis.com. Is there a way we can check this ourselves?
@Adam Taylor At the moment, we don't have a way for end users or Cloud Admins to be able to self-service the unsupression action. We have a feature request for that ability over in https://jira.atlassian.com/browse/JRACLOUD-80905
In regards to that particular account, I did not find any suppression on that account. From what I can see mail is being delivered to that account. If that user cannot locate mail from our services, I'd recommend reaching out to your mail admin.
Hello @Andy Heinzer ,I am encountering the same issue of not being able to receive email notifications, together with my entire team.Could you please help me out here?Thank you,Cristi C
I can see you created a support case for this over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-936882
I recommend following up on that request so that our team can investigate this further for you.
would anyone be able to help me out wit this same issue, or explain how i can reslove this from the admin tentant if possible.
Hi @Javon Williams
I am not seeing any clear bounce messages when our Cloud services are sending email to your account. I do see a response from the SMTP server of:
250 SmtpThread-6391053-1706904584130@us-mta-98.us.mimecast.lan Received OK [wm-TpwZoMVqgfksUPS9SCQ.us98]
But this isn't clearly a rejection message. From our side, we can see that the message was sent, and the destination mail server appears to have accepted it. I would reach out to your mail administrator and/or mimecast as it appears that your mail server is using their service.
@Andy Heinzer Could you please check my mail address as well? I'm not getting any jira notifications via mails since around 1 month.
Hi @Felix Lau I found there was a suppression on your account. I have remove this. You should be able to receive notifications again now.
Hello there, same issue here. not getting email notification for a while now. I appreciate any help with this thanks!
I found a suppression on your account. I have cleared it. Try it now.
@Andy Heinzer Hi, unfortunately I'm experiencing this issue as well. Can you please check my email address?
Best,
Brittany
Hi @Brittany Tran Yes there was a suppression on your account. I have removed it just now. Try it now, you should receive new notifications.
@Andy Heinzer Much appreciated, thank you so much!
I think I have this issue as well. Can you looking into my email please ?
Thanks !
Hi, I found there was a suppression on your account. It appears your SMTP server bounced a message we sent with a response of:
I have cleared the suppression from our side
Thanks, It's working for me !
It seems some of my team members still have this problem. Could you please check our domain again?
I cleared all the accounts on your domain.
works now thanks Andy!
I am facing the same issue. I haven't received any email notifications since August 7th 2023.
Hi @Andy Heinzer - can you check on our email as well? Thanks!
@Miguel Nanquil I found a number of other users on your domain that appear to have been getting SMTP responses of
550 5.4.1 Recipient address rejected: Access denied. [SJ1PEPF00001CE9.namprd03.prod.outlook.com 2024-02-27T15:19:22.072Z 08DC2CD4889CCD48]
This is known to be caused by Outlook/office365 settings. We have a guide over in Unblocking Office365 emails for Atlassian Cloud - Atlassian Community that can help to prevent these specific kind of bounces from happening. I have cleared all the suppressions for users on your domain, but I would recommend having your users or mail admin walk through that guide to help prevent this happening again.
One of my empoyees is having the same problem. [redactedaddress] is not receiving any notification emails. Would you please check his email?
@Andy Heinzer - can this issue effect customers from receiving updates from tickets they have raised in our portal?
@Richardson, Gary I found this user was being suppressed, I have cleared this from our side for that user and the entire domain. It should start working now.
@Adam Taylor Yes, it is possible this could affect JSM customer role users. What tends to happen is that if we get a bounce reply from the destination SMTP mail server when sending to the address, if that bounce indicates something like an invalid account or suspended inbox, then we will suppress future messages to that address to avoid being added to mailing blocklists.
Hello @Andy Heinzer
I am facing the same issue. Could you please check it for my account too?
Thanks a lot
Hi @Hendrik Göttker I found there was a suppression for your address. I have cleared this from our side.
It worked out. Thank you very much.
Hi there I have a person in my organization who can't access his confluence and atlassian products because of this, I think Tha email is [redacted].Can you please remove this email from black list?
Thank you in advance.André.
Hi @André Gavino I found there was a suppression for that account. The bounce was
550 5.4.1 Recipient address rejected: Access denied. [AMS1EPF0000004B.eurprd04.prod.outlook.com 2024-04-16T14:17:19.912Z 08DC5A931594D1CF]
This particular bounce message is known to happen in specific outlook/office365 mail configurations. We have a guide in Unblocking Office365 emails for Atlassian Cloud - Atlassian Community as to how you can adjust settings in your mail client to prevent this happening again. I'd recommend following this guide.
I have unsuppressed all users on that domain, just in case there might have been other users.
Hi @John Balce , I think I'm also experiencing this. I've checked every setting for email notifications and they should be correct, and they are not in my spam folder. We've had an issue with some stuff related to my account because there was a previous lauren@.
Thanks!
@Lauren Briskin I found there was a suppression on your account. I have cleared this from our side. Unfortunately, I was not able to see the original bounce message, likely because it happened further back than we have logging for. But it should work now.
thank you!
I too am no longer getting notifications from Confluence for a form I had created. It was working perfectly a month or so ago. Is Atlassian able to check to see if my email address needs to be cleared out?
@Ryan Juelich I am not finding any suppressions on your email address, nor on any other users in your domain. I'd recommend reaching out to your site-admin to see if perhaps they can create a support case with us over in https://support.atlassian.com/contact
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