Specific user doesn't receive JIRA's e-mail notifications

[IT]

Hi, one of our users does not receive JIRA's mail notifications.

E-mail notifications are enabled on the user's JIRA profile.

Tried to send test mail from jira@smag-jira.atlassian.net to myself, it is OK.

Tried to send to the user, mail never comes.

There is no trace of the mail on our Exchange 365 server.

Could the user be blackisted somewhere on the JIRA side ?

Thanks for your answer.

[Angélica Luz · Accepted solution]

Hello @IT,

Thank you for reaching out to Atlassian Community!

Checking Camille’s email address, I was able to find a bounce related to the following error:

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [VE1EUR01FT041.eop-EUR01.prod.protection.outlook.com]

I removed this bounce and the notifications should work now. 

Please, take your time to test and let us know how it goes.

Kind regards,
Angélica

[IT]

Hello @Angélica Luz , thanks for your quick and useful answer. This time, it seems to work with the test notification mail. I'll tell you it the "real" ones work :) Thanks a lot @Angélica Luz @Dirk Ronsmans 

[felix.weber]

Finally after contacting the Atlassian Support this was a similar case - thanks for posting! 

[felix.weber]

@Angélica Luz can you give us more details on which condition mails to an account won´t be sent anymore ? 

[Angélica Luz]

Hi @felix.weber,

It depends on the mail server actually. Some errors are related to mailbox unavailable, access denied, the account that doesn’t exist, the recipient is invalid. 

For example, Jira sends a notification and the mailbox is unavailable, it will bounce and no new notifications will be delivered. Jira keeps sending notifications, but due to that, they won’t be delivered, so we have access to remove this block or bounce.

It’s important to whitelist our domains and IPs to make sure everything works, it may prevent this issue from happening:

- Atlassian cloud IP ranges and domains 

Kind regards,
Angélica

[Artem Pavlov]

hi @Angélica Luz !

could you please assist with the same problem of our user?

Should I provide you with his email address which just stopped receiving email notification from Jira?
It's sergej.kascuk@dom-group.de

could you please help?

[Dirk Ronsmans]

Hi @IT ,

First thing you can do is use the notification helper to see if that gives you any clue.

https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

If that seems fine we'll have to get Atlassian involved either through a ticket (https://support.atlassian.com/contact) or by escalating here (depends on your cloud plan)

Only they have access to the logs.

[IT]

Hi @Dirk Ronsmans , the JIRA admin helper unfortunately didn't help, as the user doesn't receive any mail from JIRA, regardless of the ticket.

Could we make the escalation from here ?

Thanks.

[Dirk Ronsmans]

I'll flag them in this question and maybe they can see in the logs if something is being blocked.

I'm guessing the notification helper then said that normally this person should get the emails?

[IT]

Sure, here is a screenshot of the helper. As reporter, the user gets notifications inside JIRA interface, but no mail notifications.