Email Notifications are not going to users while password reset and new user invites

[Vijay]

Email ids having issues

  1. mebuilder@privafy.com

  2. vijayveeriah@privafy.com

  3. vijay.veeriah@privafy.com 

[Theodora Boudale · Accepted solution]

Hi Vijay,

I checked all 3 emails in our system and there was a hard bounce event for each one with the message

550: 550-5.1.1 The email account that you tried to reach does not exist. Please try double-checking the recipient's email address for typos or unnecessary spaces

It is possible that an invitation was sent before the email accounts were operational. In this case, your mail server responds with a hard bounce event informing us that the email does not exist and the email is placed in a suppression list, as we no longer try to resend to non-existing emails.

I went ahead and removed these emails from the suppression list, could you please try requesting a reset password email and resending any invitations now?

A new invitation needs to be sent (and a new request for password reset email needs to be made), as the previous ones were dropped.

Please feel free to let me know if things are ok now and if you need anything further.

Kind regards,
Theodora

[Vijay]

Thanks Theodora. It works fine now.

[Theodora Boudale]

You're very welcome, I'm glad that the issue is resolved.

[Prashant Sangappa Shivashimpi]

Hello Vijay,

I hope you are doing good. Please make sure that the above list of email IDs are part of your JIRA project. These must be part of JIRA project from where you want them to receive notification. Notifications allow Jira to send email notifications to specified people regarding particular events in your project. They'll receive a separate notification for each event.

Please check and let me know whether these users are configured.

BR,

Prashant.

[Vijay]

Yes they are part of Jira project.

The invitation mail for bitbucket is not going out for the mebuilder email

And for vijay.veeriah@privafy.com,  the login etc. Works but password reset mail for Jira does not get sent.

[Prashant Sangappa Shivashimpi]

Hi Vijay,

Good to know that the above list of users are now able to access JIRA project.

For remaining two questions:

1) For BitBucket invitation email, please check Outgoing Mail configuration with Admin login and verify the SMTP Mail Server config. Also you can try a test mail to see if it works fine.

2) Also for reset password email for Jira, check whether the out going email feature is configured properly and try with a test generic account. Additionally, please check whether your remaining team members face this same issue. The SMTP Mail Server should perform this tasks for you.

Please verify and let me know your thoughts.

BR,

Prashant.

[Vijay]

Hi Prashant,

1. We are using bitbucket cloud. Don't see a way to configure mail server in that. Anyway after Theodora's fix, the invitation email got sent out correctly.

2. I am receiving all other notifications on this email id from Jira... so it cannot be a outgoing email issue.

[Prashant Sangappa Shivashimpi]

Hi Vijay,

Thanks for the update on BitBucket issues. Cool.

For JIRA password reset email issue, I suggest you check the link -> https://confluence.atlassian.com/adminjiraserver073/logging-email-protocol-details-861253814.html?_ga=2.238153024.1765212662.1543722853-1320345825.1523877913.

Also, check whether this is same as an open bug https://jira.atlassian.com/browse/JSDSERVER-3401?_ga=2.238150592.1765212662.1543722853-1320345825.1523877913 

BR,

Prashant.