Creating Support Request causes Message size exceeds fixed maximum message size
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Symptoms
Sending email with attachments in some cases fail.
The following appears in the atlassian-confluence.log:
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
2015-03-04 19:52:02,913 ERROR [scheduler_Worker-7] [tools.salext.mail.AbstractSupportMailQueueItem] send Error sending message 'Support Request not working ', see stack trace below for details.
2015-03-04 19:52:02,920 ERROR [scheduler_Worker-7] [atlassian.core.task.AbstractErrorQueuedTaskQueue] handleException com.atlassian.mail.MailException: com.sun.mail.smtp.SMTPSendFailedException: 552 #5.3.4 message size exceeds limit
com.atlassian.mail.MailException: com.sun.mail.smtp.SMTPSendFailedException: 552 #5.3.4 message size exceeds limit
at com.atlassian.confluence.jmx.JmxSMTPMailServer.doSendWithMessageIdSupport(JmxSMTPMailServer.java:141)
at com.atlassian.confluence.jmx.JmxSMTPMailServer.send(JmxSMTPMailServer.java:86)
at com.atlassian.support.tools.salext.mail.AbstractSupportMailQueueItem.send(AbstractSupportMailQueueItem.java:60)
at com.atlassian.support.tools.salext.mail.SupportRequestMailQueueItem.send(SupportRequestMailQueueItem.java:54)
at com.atlassian.support.tools.salext.mail.AbstractSupportMailQueueItem.execute(AbstractSupportMailQueueItem.java:30)
at com.atlassian.core.task.AbstractErrorQueuedTaskQueue$TaskDecorator.execute(AbstractErrorQueuedTaskQueue.java:100)
at com.atlassian.core.task.AbstractTaskQueue.flush(AbstractTaskQueue.java:38)
at com.atlassian.core.task.AbstractErrorQueuedTaskQueue.flush(AbstractErrorQueuedTaskQueue.java:30)
at com.atlassian.quartz.jobs.TaskQueueFlushJob.doExecute(TaskQueueFlushJob.java:32)
at com.atlassian.quartz.jobs.AbstractJob.executeInternal(AbstractJob.java:88)
at org.springframework.scheduling.quartz.QuartzJobBean.execute(QuartzJobBean.java:86)
at com.atlassian.confluence.setup.quartz.DelegatingClusterAwareQuartzJobBean.executeJob(DelegatingClusterAwareQuartzJobBean.java:16)
at com.atlassian.confluence.setup.quartz.AbstractClusterAwareQuartzJobBean.surroundJobExecutionWithLogging(AbstractClusterAwareQuartzJobBean.java:65)
at com.atlassian.confluence.setup.quartz.AbstractClusterAwareQuartzJobBean.executeInternal(AbstractClusterAwareQuartzJobBean.java:47)
at org.springframework.scheduling.quartz.QuartzJobBean.execute(QuartzJobBean.java:86)
at org.quartz.core.JobRunShell.run(JobRunShell.java:199)
at com.atlassian.confluence.schedule.quartz.ConfluenceQuartzThreadPool$1.run(ConfluenceQuartzThreadPool.java:20)
at org.quartz.simpl.SimpleThreadPool$WorkerThread.run(SimpleThreadPool.java:549)
Caused by: com.sun.mail.smtp.SMTPSendFailedException: 552 #5.3.4 message size exceeds limit
at com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:2114)
at com.sun.mail.smtp.SMTPTransport.finishData(SMTPTransport.java:1900)
at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:1122)
at com.atlassian.confluence.jmx.JmxSMTPMailServer.doSendWithMessageIdSupport(JmxSMTPMailServer.java:114)
... 17 moreDiagnosis
Your SMTP server settings might not allow messages with attachments over a certain size. The error message can show up when processing incoming mail as well. Since the message is too large for the SMTP server to handle, the mail stays in the mailbox and errors like the above will be printed in logs.
Workaround
Try unchecking additional content you are trying to send and attach the information over support.atlassian.com
Resolution
Change your general mail server to allow larger mail to be sent.
Change your Exchange mailbox settings to allow larger pieces of mail to be sent.
Was this helpful?