Not receiving jira notifications inconsistently it happens

[Bhavana A]

From one month am not getting any jira notificatios to my company email id

[Andy Heinzer]

Hi @Bhavana A 
I found your email address was on a suppression list we maintain because a previous message was bounced by your SMTP server.  I have removed that suppression from our side just now.  You should be able to receive new notifications from our Cloud services now.

Regards,

Andy

[Bhavana A]

Hi @Andy Heinzer  thank you i am able to get it now, but same issues is happened for  these 2 id's : m*******.k****@l********.in and a****.k******@l********.in 

Could you pls check and remove it and why this issues happens frequently what precaution we have to take

[Andy Heinzer]

The first address you posted had an initial bounce message of:

2023-03-01 07:55:35.683

bounce

550-5.1.1 <[user@domain REDACTED]>: Recipient address rejected: User unknown in virtual alias table 550 5.1.1 Please see http://support.mailhostbox.com/email-administrators-guide-error-codes/ for explanation of the problem.

The second address had a similar message:

2023-03-15 00:25:58.850

bounce

550-5.1.1 <>: Recipient address rejected: User unknown in virtual alias table 550 5.1.1 Please see http://support.mailhostbox.com/email-administrators-guide-error-codes/ for explanation of the problem.

I have removed the suppressions from both accounts.  But I also did a site-wide removal.  So any other users on your domain should have that suppression from our side now lifted.

The SMTP bounce message would appear to indicate that the mailhost did not have that user account listed in it at the time the message was received.  It is possible there is a misconfiguration in your domains DNS MX records, or that one of the MX mail addresses was unavailable when we sent that mail, so it attempted to reach one of the mailhostbox MX hosts.  If that host doesn't have the same user accounts for inboxes, this kind of error can easily occur.  I'd provide this information to your mail admin and let them know.

[Bhavana A]

Thank you so much @Andy Heinzer  

[Madhu sudhan]

Hi @Andy Heinzer , jira and bitbucket notifications are not coming for this id

([redacted]) again. previously you resolved this issue. can you

please help on this.


Many thanks in advance !!

[Andy Heinzer]

@Madhu sudhan 

I have remove the suppression from our side.  The SMTP bounce message was the same:

550-5.1.1 : Recipient address rejected: User unknown in virtual alias table
550 5.1.1 Please see http://support.mailhostbox.com/email-administrators-guide-error-codes/ for explanation of the problem.

[Bhavana A]

Hi @Andy Heinzer  again am not receiving jira notifications for my id [redacted], could you please help on this and let us know why we are facing this issue frequently how we can avoid

[Andy Heinzer]

@Bhavana A 

Hi I found this bounce message in our logs:

2023-08-03 05:52:00.437 bounce 550-5.1.1 <[redacted email address]>: Recipient address rejected: User unknown in virtual alias table
550 5.1.1 Please see http://support.mailhostbox.com/email-administrators-guide-error-codes/ for explanation of the problem.

This is an indication that when we sent this message, one of the mail servers in your DNS MX type records rejected it because it stated your inbox was 'user unknown in virtual alias table'. I took a look at your MX records here. If you're using a linux/unix environment, you could use a terminal session to run a command such as

dig example.com MX

This will return the mail server MX records for the example.com domain. These are ordered, with the lowest numerical value is tried first. If that server doesn't respond, either because it's too busy, or offline, then the next highest number is attempted. In this case, your records currently have a 0, 10, 30 entries which must have all failed to respond. There are then three different records with a value of 100. Each of these records comes from the mailhostbox.com domain. Since the bounce message references that help page, it most likely came from this host.  It seems to be that there must have been a problem with the other mail servers at that specific time the message was sent.

I'd recommend reaching out to you mail admin with this information. Perhaps they can investigate further to try to prevent this happening again in the future.

I have cleared the suppression from our side.
Regards,
Andy

[Sathya T]

Hi @Andy Heinzer I ended up with a similar situation, not receiving any notifications from JIRA and Bitbucket for my ID for the last few days.

Could you pls check and help in resolving it?

Many thanks,

Sathya

[Andy Heinzer]

@Sathya T 

I found this error in our email logs:

2023-09-10T15:17:42.000Z aa0b8a90-3fba-4066-aa60-9f2cc5b1443a pullrequests-reply@bitbucket.org 550-5.1.1 [addressRedacted]: Recipient address rejected: User unknown in virtual alias table 550 5.1.1 Please see http://support.mailhostbox.com/email-administrators-guide-error-codes/ for explanation of the problem.

I have removed the suppression from our side.  But I fear this will continue to happen.

That response is from your mail server.  As I have mentioned previously to other users on your domain, this bounce message appears to be coming from a mailhostbox.com address.  It seems that your domain's DNS MX records are setup in such a way that not all the entries in those MX records seem to have the mailboxes for your accounts. 

As such, when the lowest numbered MX record (0) fails to respond, the next lowest host will be tried, and this process continues until a mail server responds to our attempt to send the message.  In this case, at that specific date and time, your message appears to have been processed by the MX with a value of (100), if that mail server doesn't have your account on it, then it will bounce the message and our system will suppress further attempts to send mail to your host.

This is something that you should bring to the attention of your mail administrator and DNS administrator.  Otherwise I expect that this will continue to happen on occasion for users on your domain.

[Sathya T]

Thanks alot, @Andy Heinzer 

Do you have any suggestions to prevent this in the future?

[Andy Heinzer]

ideally, we want to prevent seeing messages bounce in this nature. As to how to best do that, this is something from your DNS and Mail administrators to manage.  Perhaps removing the mailhostbox hosts from the records could help here, or adding some higher priority redundant MX records to your primary could help prevent such bounces.

[Suraj Kumar Singh]

Hi Andy Heinzer, I am also going through the same issue. Can you resolve this for me also.

[Andy Heinzer]

@Suraj Kumar Singh 

I cleared all suppressions for your domain on September 14th, and here the next day we received this bounce message when trying to send to your address:

2023-09-15T06:31:35.000Z

be06c712-f337-4f9b-b3a0-f1570ebad9a9

bounce

550-5.1.1 <email address redacted>: Recipient address rejected: User unknown in virtual alias table 550 5.1.1 Please see http://support.mailhostbox.com/email-administrators-guide-error-codes/ for explanation of the problem.

Anytime we receive a bounce of this nature, it will add your address to a suppression list to prevent us from sending to invalid addresses. 

In my view the solution here needs to focus on preventing such bounce messages from happening as much as possible.  Which is why your mail admin will need to take steps to help prevent these kinds of messages.

[Sathya T]

Hi @Andy Heinzer am not receiving email notifications again, could you pls help resolve the issue while we look at our end?

Thanks,

Sathya

[Andy Heinzer]

Hi @Sathya T 

I found this bounce message

2023-09-22T11:44:43.000Z

550-5.1.1 <redacted>: Recipient address rejected: User unknown in virtual alias table 550 5.1.1 Please see http://support.mailhostbox.com/email-administrators-guide-error-codes/ for explanation of the problem.

I have cleared the suppression from our side again.

[Sathya T]

Thanks alot, @Andy Heinzer 

[Bhavana A]

Hi @Andy Heinzer again am not receiving the jira notification , could you pls check

[Madhu sudhan]

Hi @Andy Heinzer , same issue for me also, we have raised ticket to our mail administrator. they are working on it.

Meanwhile you can help us clearing suppression from your end.

Thanks.

[Andy Heinzer]

@Bhavana A I found the following bounce message to your address

2023-10-06T12:06:06.000Z bd29dd7c-7c74-4737-b902-c631785f4d0c bounce 550-5.1.1 <user-redacted@>: Recipient address rejected: User unknown in virtual alias table 550 5.1.1 Please see http://support.mailhostbox.com/email-administrators-guide-error-codes/ for explanation of the problem.

@Madhu sudhan I found two such bounces to your account:

2023-09-26 23:53:19.635 bounce 550-5.1.1 <user@redacted>: Recipient address rejected: User unknown in virtual alias table
550 5.1.1 Please see http://support.mailhostbox.com/email-administrators-guide-error-codes/ for explanation of the problem.

2023-09-22 00:22:16.235 bounce 550-5.1.1 Recipient address rejected: User unknown in virtual alias table
550 5.1.1 Please see http://support.mailhostbox.com/email-administrators-guide-error-codes/ for explanation of the problem.

Perhaps these date/times correlated with your email addresses could help your mail admin.  I have cleared the suppressions for all users on your domain from our side.

[Sathya T]

Hi @Andy Heinzer

We have connected with Microsoft team for the email not receiving for JIRA & Bitbucket issue, and they have requested for NDR (Non-Delivery Report (NDR) for some specific ids ( sathya.t@landmarkgroup.in , madhusudhan.kalle@landmarkgroup.in ) for troubleshooting the root cause.

Pls help us with the above data at the earliest.

Many thanks,

Sathya

[Andy Heinzer]

Hi @Sathya T 

When our Cloud services get back a response from the destination SMTP server that an account is invalid, or suspended, our system will add that account to a suppression list.  This means that all further messages to that account are suppressed from our side with a generic warning.  Additionally, our SMTP mail logging is only able to go back 30 days.  

I looked up both accounts, and while both were on our suppression list, I can't see specifically the origin message that was bounced from your SMTP server to better understand why these were added.  All I can see today is that they were suppressed, not why.  As such I don't think that such a report would be useful if generated today.

I have cleared the suppressions for all users on your domain once more.  Perhaps we could gather some form of a report of undeliverable messages to these users, but to make it useful to your mail provider, we need to perform this within 30 days of the first bounced message to that account since the suppressions have been cleared.

[Sathya T]

Thanks @Andy Heinzer  

Pls let us know, once you receive the first bounce message you are receiving at Atlassian end, for any of the landmark group accounts to proceed further.

Thanks,

Sathya

[Andy Heinzer]

@Sathya T I cannot create a means to notify us when a bounce like this happens.  But since I cleared the suppressions yesterday, I found there have been 2 new suppressions that have the same errors as the previous examples:

2023-12-05 04:14:34.870 amol.londhey@landmarkgroup.in 550-5.1.1 <amol.londhey@landmarkgroup.in>: Recipient address rejected: User unknown in virtual alias table
550 5.1.1 Please see http://support.mailhostbox.com/email-administrators-guide-error-codes/ for explanation of the problem.

2023-12-05 11:32:15.003 arunkumar.b@landmarkgroup.in 550-5.1.1 <arunkumar.b@landmarkgroup.in>: Recipient address rejected: User unknown in virtual alias table
550 5.1.1 Please see http://support.mailhostbox.com/email-administrators-guide-error-codes/ for explanation of the problem.

[Sathya T]

okay, thanks @Andy Heinzer 

Pls help us with the NDR reports for both the ids (amol.londhey@landmarkgroup.in, 

arunkumar.b@landmarkgroup.in)

Thanks,

Sathya

[Andy Heinzer]

@Sathya T I'm not sure I understand what else you might need here.  My previous response contains the NDR (Non delivery report) for those two users. 

That is the information that needs to be provided to your mail provider.  If you're using exchange to handle email you might want to review Email non-delivery reports and SMTP errors in Exchange Online as this too can help to explain these errors.

[Sathya T]

okay, Got it!

Thanks @Andy Heinzer 

We will check with the team and come back if any more information is required for troubleshooting the issue.

[Sathya T]

@Andy Heinzer  Could you help with the complete NDR mail for the above 2 users

We are expecting something like below,

[Madhu sudhan]

Hi @Andy Heinzer , can you pls clear suppression for my id. am not receiving jira and bit bucket notifications

[Bhavana A]

yes i selected, which one to choose here  

[Bhavana A]

[Bhavana A]

[Jack Brickey]

Hi @Bhavana A , if you are confident that your user is configured to receive notifications then I suggest reaching out to Atlassian support. 

[Bhavana A]

But we don't have option to mention our issue there is pre question list 

[Bhavana A]

it was working earlier , few times i faced this and raised issue they removed from bounced list then it worked again same issue but not getting reply in same chain 

[Jack Brickey]

I don't understand "we don't have option to mention our issue there is pre question list". Are you saying you cannot create a support ticket? If so then it may be because you are not listed as a technical contact for your instance. If this is the case have you discussed this issue with your admin?

[Bhavana A]

[Bhavana A]

i have shared the screenshot, it's predefined options ,there is no option to raise the notification issue 

[Bhavana A]

else could you pls mention the steps to raise the ticket 

[Jack Brickey]

Did you try to select Technical issues and bugs?