No email recieved by notification or automation

[Jean-Philippe Bouchard]

Hi,
We have set the SMTP and when we generate the Jira email test, we do receive the email name: JIRA Test Message From JIRA

It is the only email that i can receive from my JIRA. We have set the Notification rules and we also added automation rules.

When i check at the "Audit log" it say that my email as the "Sucess" state.

My problem is that we never receive the email. Nothing in the antispam.

Thanks for your help !

[Keri]

Hey Jean-Philippe,

I understand that you’re not receiving emails from Jira Software projects.  The test email is sent out a little differently than a regular Jira notification. 

What I’d recommend doing is:

1. Turn on outgoing mail debug logging under Administration > Logging & Profiling
2. Once you’ve done this, create a new Jira ticket 
3. Get another user to add a comment to the ticket
4. Wait around 5 minutes for the email to be sent
5. The outgoing mail log will be located under JIRA Home Directory/log/atlassian-jira-outgoing-mail.log - check and see if anything is logged for the new ticket.
6. You can also check the Notification helper, to check that a notification should have been sent. 

The following guide is also useful for checking out why a notification might not be sent: Troubleshooting Email Notifications

I see that you mentioned changing notification rules and automation, can you create a new project using the default settings and see if email notifications are sent from this project?

Cheers,
Keri

[Jean-Philippe Bouchard]

Hi Keri,
Thanks for your answer.

Looking at my atlassian-jira-outgoing-mail.log, i see that error :

Caused by: javax.mail.MessagingException: Exception reading response;

I look at Atlassian Documentation and I can't find the answer to fix this. 

Thanks,
Jean-Philippe

[Keri]

Hey Jean-Philippe,

There isn’t anything else in the error message like:

 com.atlassian.mail.MailException: javax.mail.AuthenticationFailedException:

 java.net.SocketTimeoutException: Read timed out

Which email server are you connecting to?

Cheers,

Keri

[Jean-Philippe Bouchard]

Here the error message :

2018-09-07 09:47:12,690 ERROR [] Sending mailitem To='xxx@xxx.com' Subject='(TODO-42) CIUSSS Nord - Mobile annexe' From='null' FromName='Martin Dugas (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@41022f4e' MessageId='null' ExcludeSubjectPrefix=false' anonymous Mail Queue Service Error occurred in sending e-mail: To='xxx@xxx.com' Subject='(TODO-42) CIUSSS Nord - Mobile annexe' From='null' FromName='Martin Dugas (JIRA)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='<JIRA.10145.1536175689000@Atlassian.JIRA>' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@41022f4e' MessageId='null' ExcludeSubjectPrefix=false'
com.atlassian.mail.MailException: javax.mail.MessagingException: Exception reading response;
nested exception is:
java.net.SocketTimeoutException: Read timed out
at com.atlassian.mail.server.impl.SMTPMailServerImpl.sendWithMessageId(SMTPMailServerImpl.java:225) [atlassian-mail-2.8.6.jar:?]
at com.atlassian.mail.queue.SingleMailQueueItem.send(SingleMailQueueItem.java:44) [atlassian-mail-2.8.6.jar:?]
at com.atlassian.mail.queue.MailQueueImpl.sendBufferUnderLock(MailQueueImpl.java:103) [atlassian-mail-2.8.6.jar:?]
at com.atlassian.mail.queue.MailQueueImpl.sendBuffer(MailQueueImpl.java:56) [atlassian-mail-2.8.6.jar:?]
at com.atlassian.jira.mail.JiraMailQueue$1.apply(JiraMailQueue.java:51) [classes/:?]
at com.atlassian.jira.mail.JiraMailQueue$1.apply(JiraMailQueue.java:48) [classes/:?]
at com.atlassian.jira.util.velocity.DefaultVelocityRequestContextFactory.runWithStaticBaseUrl(DefaultVelocityRequestContextFactory.java:110) [classes/:?]
at com.atlassian.jira.util.DefaultBaseUrl.runWithStaticBaseUrl(DefaultBaseUrl.java:50) [classes/:?]
at com.atlassian.jira.mail.JiraMailQueue.sendBuffer(JiraMailQueue.java:48) [classes/:?]
at com.atlassian.jira.service.services.mail.MailQueueService.run(MailQueueService.java:21) [classes/:?]
at com.atlassian.jira.service.JiraServiceContainerImpl.run(JiraServiceContainerImpl.java:68) [classes/:?]
at com.atlassian.jira.service.ServiceRunner.runService(ServiceRunner.java:62) [classes/:?]
at com.atlassian.jira.service.ServiceRunner.runServiceId(ServiceRunner.java:44) [classes/:?]
at com.atlassian.jira.service.ServiceRunner.runJob(ServiceRunner.java:32) [classes/:?]
at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:153) [atlassian-scheduler-core-1.7.0.jar:?]
at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:118) [atlassian-scheduler-core-1.7.0.jar:?]
at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:97) [atlassian-scheduler-core-1.7.0.jar:?]
at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.launchJob(CaesiumSchedulerService.java:443) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeLocalJob(CaesiumSchedulerService.java:410) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeQueuedJob(CaesiumSchedulerService.java:388) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:285) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:282) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeJob(SchedulerQueueWorker.java:65) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeNextJob(SchedulerQueueWorker.java:59) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.run(SchedulerQueueWorker.java:34) [atlassian-scheduler-caesium-1.3.3.jar:?]
at java.lang.Thread.run(Thread.java:745) [?:1.8.0_102]
Caused by: javax.mail.MessagingException: Exception reading response;
nested exception is:
java.net.SocketTimeoutException: Read timed out
at com.sun.mail.smtp.SMTPTransport.readServerResponse(SMTPTransport.java:2445) [javax.mail-1.6.0.jar:1.6.0]
at com.sun.mail.smtp.SMTPTransport.rcptTo(SMTPTransport.java:1892) [javax.mail-1.6.0.jar:1.6.0]
at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:1286) [javax.mail-1.6.0.jar:1.6.0]
at com.atlassian.mail.server.impl.SMTPMailServerImpl.sendMimeMessage(SMTPMailServerImpl.java:245) [atlassian-mail-2.8.6.jar:?]
at com.atlassian.mail.server.managers.EventAwareSMTPMailServer.sendMimeMessage(EventAwareSMTPMailServer.java:25) [classes/:?]
at com.atlassian.mail.server.impl.SMTPMailServerImpl.sendWithMessageId(SMTPMailServerImpl.java:187) [atlassian-mail-2.8.6.jar:?]
... 25 more

Caused by: java.net.SocketTimeoutException: Read timed out
at java.net.SocketInputStream.socketRead0(Native Method) [?:1.8.0_102]
at java.net.SocketInputStream.socketRead(SocketInputStream.java:116) [?:1.8.0_102]
at java.net.SocketInputStream.read(SocketInputStream.java:170) [?:1.8.0_102]
at java.net.SocketInputStream.read(SocketInputStream.java:141) [?:1.8.0_102]
at com.sun.mail.util.TraceInputStream.read(TraceInputStream.java:126) [javax.mail-1.6.0.jar:1.6.0]
at java.io.BufferedInputStream.fill(BufferedInputStream.java:246) [?:1.8.0_102]
at java.io.BufferedInputStream.read(BufferedInputStream.java:265) [?:1.8.0_102]
at com.sun.mail.util.LineInputStream.readLine(LineInputStream.java:104) [javax.mail-1.6.0.jar:1.6.0]
at com.sun.mail.smtp.SMTPTransport.readServerResponse(SMTPTransport.java:2425) [javax.mail-1.6.0.jar:1.6.0]
... 30 more

[Keri]

Thanks! Looks like you're running into Read timed out errors. 

You can start by increasing the timeout value in Jira:

1. Login to JIRA application as a user with System Administrator (global permission);
2. Go to Administration > System > Outgoing Mail;
3. Click Edit on the right of the SMTP server used to send those notifications;
4. Under the SMTP Host section, change the value for Timeout by incrementing 10000 ms to the original value;
5. Save the changes and check if the problem persists;
   • If so, increase the timeout by an additional 10000 ms and test again;

The following KB article has some further suggestions too: Read timed out error when sending outbound mail from Jira applications

[Jean-Philippe Bouchard]

Thanks for your help Keri.

Our SMTP Host was blocking all email from JIRA except the test that we can manually send.

[Keri]

So glad to hear it! Thanks for sharing your resolution with the Atlassian Community!