Users not receiving JIRA password reset email

[Steve Loo]

The Password reset is not sending out email to the users requesting it.

The SMTP is working fine. The test mail went out successfully. New user notification email went out ok. Even username request email was received without problem. Just the password reset email for some reason isn't going out. I have tried receiving on two different email system, and both did not receive the expected email.

Would appreciate if anyone has suggestion how to trace the problem point.

Thanks

Jira version  v7.11.2#711002-sha1:fdc329d

[Nick]

use docker 

go to terminal through the cli icon,

navigate to jira folder 

delete everything; rm -rf *

restart the app on docker

[Kamil Beer]

I thought this was a joke about deleting Jira to resolve the problem.

[Steve Loo]

This is rather strange. I have not done any work on this issue since last week. And today I tried the reset password functionality again, and to my surprise I received the Password Reset email.

Prior to today I have tried numerous times and was just not receiving the email. Likewise my users have done the same. Perhaps it has something to do with our email system, which I doubt because it was sending and receiving the other email notifications including the Send Username email.

I have no idea why it suddenly work today.

Thanks for all the responses.

[Steve Loo]

When I tried a password reset request, nothing was sent to the Mail queue. But if I tried a Username request, I could see the mail in the queue which went out momentarily. Likewise for all other email notification.

So my conclusion is that the Password reset is not even generating the email.

[Steve Loo]

Sorry. Clicked the wrong button. Not supposed to be the accepted answer.

[Fazila Ashraf]

Hi @Steve Loo

Do you see anything in the logs?

Are you sure those accounts are not externally managed accounts?

You could enabled debug in the logging and profiling and check the mail queue also to see whether it gets there.. 

[Steve Loo]

Would you point me to which logs to check? Also how do I enable debug in the logging and profiling? 

Thanks

[Fazila Ashraf]

@Steve Loo , Refer to https://confluence.atlassian.com/adminjiraserver073/logging-email-protocol-details-861253814.html?_ga=2.238153024.1765212662.1543722853-1320345825.1523877913

Also, check whether this is same as an open bug https://jira.atlassian.com/browse/JSDSERVER-3401?_ga=2.238150592.1765212662.1543722853-1320345825.1523877913