Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Mail not leaving mail queue after reindex

We have deployed Jira on premise 

Since the new installation, even though we did all actions stated in the community help, still the mail get locked in the queue until the queue is manually flushed.

1 answer

0 votes
Andy Heinzer Atlassian Team May 09, 2019

Hi,

Sorry to hear about this problem.  Could you let me know what steps you have taken so far?  You mentioned doing all action in the community help, but I don't know what resources exactly you have been looking at yet.

This kind of problem can be caused by a general under resourced hardware.  So I would be interested to learn more about your environment to start.  There is a helpful Jira Sizing Guide that can be used to gauge how much you can expect to need on the system in terms of system memory, jvm memory, cpu speed, cpu cores, and hard disk performance in order to get good performance from Jira.   The other common problem is running Jira with too little jvm memory.  Steps in Increasing Jira memory can help in some cases.

If you have confirmed those aspects but still see this problem, I would also recommend Notifications Troubleshooting.  It covers a number of common problems including one that might affect you of

Large mails are getting stuck in the mail queue.

  • By default JIRA applications have no limit on the size of text fields. This can mean enormous comments and descriptions can be constructed, causing performance problems and mail to fail to send.
  • The jira.text.field.character.limit value can be set as per Configuring Advanced Settings, allowing the comment sizes to be limited. This can effectively workaround the problem.

And if that doesn't pertain to you, then the next steps would be to look at the logs more closely.

General Troubleshooting Tips

  • Reviewing your JIRA application logs will greatly help you narrow down the problem. Often, the problem exists in the mail server and a Google search of the error from the logs can help you identify the cause.
  • The Mail Queue (under Administration > Mail Queue) can give you a general idea of how many emails are being generated.
  • You can get more detailed logging under Administration -> System -> Logging & Profiling. Click Edit next to the com.atlassian package and change it from the WARN logging level to DEBUG. This change does not persist after a restart.
  • For even more detailed logging (display the message headers, protocol details), see Logging email protocols.

In some cases, it is necessary to follow that 3rd bulletpoint to increase the logging level so we can better understand what might cause this problem and how to address it.

Please let me know if you have any questions or concerns about these steps.

Andy

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Posted in Jira Software

Presenting the "Best of 2020" Jira Software roundup!

Catch up with Atlassian Product Managers in our 2020 Demo Den round-up! From Advanced Roadmaps to Code in Jira to Next-Gen Workflows, check out the videos below to help up-level your work in the new ...

4,111 views 5 15
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you