User not receiving Email Notifications

[Rafael Soares]

Hi,

We have a user that doesnt receive any notification from Jira since that we add that user on Jira.

We already check all the settings of Jira for that customer and their are the same of all the customers.

Also we checked user e-mail and no e-mails from Jira were detected including on the SPAM folder.

[Angélica Luz · Accepted solution]

Hello @Rafael Soares,

Welcome to Atlassian Community!

Checking your site, I can see that all users are from the same domain, so I went ahead and check the domain on our tools. There were bounces due to the following error which is the cause why the user wasn’t receiving notifications:

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [DB5EUR01FT012.eop-EUR01.prod.protection.outlook.com]

I removed the bounce of all emails and notifications should work now.

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

Kind regards,
Angélica

[Rafael Soares]

Hi Angélica,

Thanks for your support. Now the user are receiving the notifications.

[abhijeet.s]

Hi @Angélica Luz ,

I am also having a similar problem, where all my team members receive emails, but I don't. It's been a year working without emails. I have done all the basic troubleshooting. I would be grateful if you can check the domain for bounces. 

Kind regards,

Abhijeet

[Angélica Luz]

Hello @abhijeet.s,

Thank you for reaching out to Community!

Checking your email address on our tools, it returned a bounce:

550: 550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. Learn more at 550 5.1.1 https://support.google.com/mail/?p=NoSuch... - gsmtp

This bounce was there since 2020-09-02, so that's probably the cause you are not receiving any notification.

Hope this helps!

Kind regards,
Angélica

[abhijeet.s]

Thanks a ton @Angélica Luz , a year-long struggle comes to an end finally! :)

[Luis Garcia]

Hello @Angélica Luz , 

Our team is experiencing the same problem. Can you help us please?

Thanks

[Bhavana A]

Hi @Angélica Luz ,

I am not receiving any jira notification in my outlook since one month it suddenly stopped. could you please help on this 

[Angélica Luz]

Hello @Bhavana A,

Thank you for reaching out to the Atlassian Community!

Your email address was on the suppression list due to the error below:

550: 550-5.1.1 ...@... Recipient address rejected: ... in virtual alias table 550 5.1.1 Please see http://support.mailhostbox.com/email-{hash}-{hash}/ for explanation of the problem.

I removed this bounce and the notifications should be delivered now.

Kind regards,
Angélica

[eb]

Hi @Angélica Luz can this issue be related to mine ?

https://community.atlassian.com/t5/Jira-Service-Management/Only-one-customer-never-receive-notification/qaq-p/1875968

only one email not working for notification and can’t resolve this myself because jira don’t have outbound emails report

thank you

[Angélica Luz]

Hi @eb,

Thanks for reaching out to the Community!

I saw that Daniel already helped you on the other thread and the issue was indeed related to the one here: the email addresses were on the suppression list.

Hope you have a great day ahead!

Kind regards,
Angélica

[Luis Garcia]

Experiencing the same problem. Our team started using Jira Cloud in the last month.

Thanks

[Angélica Luz]

Hi @Luis Garcia,

Welcome to the Atlassian Community!

I saw that you created a ticket with our support and they already removed the bounces from your domain.

The notifications should work now.

In case it still affects some users, please, share with them the email addresses and a ticket where they should receive notification, so we can check the logs.

Kind regards,
Angélica

[Mike Caws]

Hi @Angélica Luz , I am experiencing a similar issue, however it is only affecting one user.

The notification helper indicates emails should be sent, however no emails received.

Please could you have a check to establish if this is a similar resolution?