New user in jira not getting invitation email?

[Varun Tummala]

Invitations to new users are confirmed to have been sent but they are not getting emails. When checked in System-> Mail queue. They show up as error out. I have enabled the audit logging for outgoing emails but still the log file is not created anywhere in the JIRA installation directories.

[Daniel Eads]

Hey Varun,

By default, the DEBUG log isn't enabled when mail logging is turned on. It's possible the errors you're seeing in the mail queue aren't triggering the level of alerting the non-debug logger would write.

On the Logging and Profiling page in Jira's administration, look for the Outgoing Mail section again. Indented under the outgoing mail log is a second section - for debugging.

Click Enable in that section to make sure debugging is enabled (this will write logging messages for all outgoing mail to the log).

Now on Jira's file system, you'll find that log in

<jira-home>/log/atlassian-jira-outgoing-mail.log

You should already see atlassian-jira.log in that directory. Once the logger writes something to the mail log for the first time, it will create the outgoing-mail log file.

From the Mail Queue page in Jira, you can switch over to the Error Queue and click Resend error queue to have Jira try and re-process those emails. Since you've got debugging enabled now, info about these messages will be written to the outgoing-mail log file.

Based on the specific error you're seeing in the outgoing log, we can try to troubleshoot further!

Cheers,
Daniel

[Varun Tummala]

Hi Daniel,

Thanks for your answer.

Mail

Outgoing Mail information is sent to 'atlassian-jira-outgoing-mail.log'.

The Outgoing Mail log is currently turned ON .

• Disable the Outgoing Mail log.

The Outgoing Mail debug log is currently turned ON.

• Disable Debugging.

I have logging enabled. Here is my mail queue :

Mail queue

This page shows you the current Jira internal event queue, whose events may trigger notification emails.

The queue currently has 1 items in it. Flush mail queue - this will send all mail in the queue immediately.

• Mail queue (1)
• Error queue (0)

SubjectQueued

You have been invited to use Jira

14/Aug/19 12:35 PM

But still the outgoing mail log is not getting created. Here is list of files in my logs folder : 

ls

access_log.2019-08-09

access_log.2019-08-10

access_log.2019-08-11

access_log.2019-08-12

access_log.2019-08-13

access_log.2019-08-14

atlassian-jira-gc-2019-08-09_23-41-39.log.0.current

atlassian-jira-gc-2019-08-09_23-59-39.log.0.current

atlassian-jira-gc-2019-08-10_01-08-17.log.0.current

atlassian-jira-gc-2019-08-10_01-15-25.log.0.current

atlassian-jira-gc-2019-08-10_01-58-11.log.0.current

atlassian-jira-gc-2019-08-10_03-39-00.log.0.current

atlassian-jira-gc-2019-08-10_13-32-15.log.0.current

atlassian-jira-gc-2019-08-10_14-08-11.log.0.current

atlassian-jira-gc-2019-08-10_19-35-21.log.0.current

atlassian-jira-gc-2019-08-11_19-55-43.log.0.current

atlassian-jira-gc-2019-08-11_20-14-07.log.0.current

atlassian-jira-gc-2019-08-13_19-32-35.log.0.current

atlassian-jira-gc-2019-08-13_19-52-31.log.0.current

atlassian-jira-gc-2019-08-14_09-29-57.log.0.current

atlassian-jira-gc-2019-08-14_09-50-58.log.0.current

catalina.2019-08-09.log

catalina.2019-08-10.log

catalina.2019-08-11.log

catalina.2019-08-13.log

catalina.2019-08-14.log

catalina.out

host-manager.2019-08-09.log

host-manager.2019-08-10.log

host-manager.2019-08-11.log

host-manager.2019-08-13.log

host-manager.2019-08-14.log

localhost.2019-08-09.log

localhost.2019-08-10.log

localhost.2019-08-11.log

localhost.2019-08-13.log

localhost.2019-08-14.log

manager.2019-08-09.log

manager.2019-08-10.log

manager.2019-08-11.log

manager.2019-08-13.log

manager.2019-08-14.log

[Daniel Eads]

Go ahead and click that "Flush mail queue" link on the main Mail queue tab. We're not expecting the debug log to get written until a mail job is triggered. By default this runs every minute in Jira, but it's possible that automatic job is not running for some reason.

Clicking "Flush mail queue" should manually trigger a send, and write any errors to the log.

Try that and we'll go from there!

[Petter Gonçalves]

Hello Varun,

Welcome to Atlassian Community!

Per your description, it seems that Atlassian outbound e-mails are being blocked by the firewall or SMTP server for the users, blocking the invite e-mails from being sent.

Please, check if the IP ranges and domains in the documentation below are properly whitelisted for the users:

- Atlassian Cloud IP ranges and domains

Also, double-check if the JIRA invitations are not arriving in the Spam folder.

Let me know if this information helps.

[Varun Tummala]

Thanks for your answer.

I have whitelisted/allowed the list of IPs mentioned in CentOS but no luck.

Also, would there be any reason why the outgoing mail log is not getting created?