I am not receiving email notifications from last 2 weeks

[Pratheek Mammen John]

My email id is [redacted]

Could you check if this is on any suppression lists.

I can see notifications in jira but not receiving in email.

Other people in my organization are receiving 

[Ion Tulbure]

@Andy Heinzer Hi. I experience a similar issue. For more than 1 week i don't receive email notifications (both mentions & new issues) from Jira in Outlook Email. Can you please check ? 

[Jack Brickey]

@Ion Tulbure , assuming you are not on Free instance you might open a support ticket. It often can be quicker than he Community in these instances.

[Ion Tulbure]

@Jack Brickey Well i am trying to contact Support but can't do it.  It just hints that there is an incident which may be affecting Jira Software.

[Ion Tulbure]

@Jack Brickey I will ask our admin if he can reach out to Jira Support. Thanks.

[Andy Heinzer]

@Ion Tulbure I found there was a suppression on your account of that was caused by a bounce message to your address:

2023-09-06T12:42:06.000Z

20de9a3c-fa52-459e-8d05-1e7b348b59e1

550 5.5.0 Requested action not taken: mailbox unavailable (S2017062302). [MW2NAM04FT052.eop-NAM04.prod.protection.outlook.com 2023-09-06T12:41:45.907Z 08DBAEAD18278885]

I have removed this suppression from our side.  You should be able to receive notifications from our services again.

[Ion Tulbure]

@Andy Heinzer Thanks a lot ! Now i receive email notifications.

[Ion Tulbure]

@Andy Heinzer Hi. The issue reappeared. I am not receiving email notification from Jira in Outlook. 

[Andy Heinzer]

Hi @Ion Tulbure 

Same kind of error:

2023-09-25T15:12:49.000Z

7d08ef64-15cf-44d7-869a-7a62b3da9d1b

550 5.5.0 Requested action not taken: mailbox unavailable (S2017062302). [VE1EUR01FT092.eop-EUR01.prod.protection.outlook.com 2023-09-25T15:12:30.605Z 08DBBD1B706C31B2]

I'd recommend reaching out to your mail provider.  For some reason they are responding occasionally as if your account doesn't exist.  When that happens we will suppress further notifications attempts to that address.  Also found this error within Microsoft's own forums in https://answers.microsoft.com/en-us/outlook_com/forum/all/remote-server-returned-550-550-requested-action/342ff127-2196-492b-bc18-55eff0df5d41

We have a public guide for trying to prevent a similar SMTP 550 error over in https://community.atlassian.com/t5/Jira-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108 but that one is slightly different.  In that example, we usually see a 5.4.1 Access Denied message - In your case we don't see that, but you could still try to follow the same steps from your side to see if this might help prevent the problem again in the future.  Otherwise these bounce messages should really be brought to the attention of your mail admin and/or mail provider.

Andy

[Ion Tulbure]

@Andy Heinzer Ok, thanks ! 

[Ion Tulbure]

@Andy Heinzer Hi. Is there an updated procedure for this : https://community.atlassian.com/t5/Jira-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108 ? This option isn't available. 

[Andy Heinzer]

Hi @Pratheek Mammen John 

I found there was a suppression on your account.  It seems we received a bounce notification from your SMTP server:

2023-08-21 21:19:09.669

bounce

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=NoSuchUser mv9-20020a17090b198900b0026ce8c61037si9835193pjb.175 - gsmtp

I'm not sure why the SMTP server would have responded that way, but I have cleared the suppression from our side.  If this happens again, you might want to reach out to your mail admin to let them know.

Andy

[Marc - Devoteam]

Hi @Pratheek Mammen John 

Welcome to the community.

@Jack Brickey flagged this for you to attend Atlassian employees.

If you encounter such an issue, its better to directly raise an Atlassian support issue, as Atlassian are the only ones to help in this case.

[Jack Brickey]

I have flagged for assessment