User appears not to receive any mail notification
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
Summary
Symptoms
Only a single user did not received any mail notification at all
Other users in the organization able to receive mail notification
No errors printed in both
atlassian-confluence.log & catalina.logChecked the Spam Inbox and the mails were not there
Diagnosis
Enable mail debug logging as follows:
Stop Confluence.
Enable mail debug logging by including -Dmail.debug=true parameter to
CATALINA_OPTS. See Configuring System Properties. This parameter will print out logging email protocol details incatalina.log.If you do not see the details in the
catalina.outlog, try removing any spaces that may be present with the parameter
Restart Confluence.
Send test mail to the affected user's mail address. The result would be something like below (printed inside
catalina.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 28 29 30 31DEBUG SMTP: trying to connect to host "smtp.xchange.com", port 25, isSSL false 220 smtp.xchange.com ESMTP Service (Lotus Domino Release 8.5.3) ready at Wed, 7 Mar 2012 04:33:02 -0500 DEBUG SMTP: connected to host "smtp.schange.com", port: 25 EHLO SEACONFLUENCE 250-smtp.xchange.com Hello SEACONFLUENCE ([192.168.39.119]), pleased to meet you 250-HELP 250-SIZE 250 PIPELINING DEBUG SMTP: Found extension "HELP", arg "" DEBUG SMTP: Found extension "SIZE", arg "" DEBUG SMTP: Found extension "PIPELINING", arg "" DEBUG SMTP: use8bit false MAIL FROM:<Confluence> 250 Confluence... Sender OK RCPT TO:<hanis@xchange.com> 250 hanis@xchange.com... Recipient OK DEBUG SMTP: Verified Addresses DEBUG SMTP: hanis@xchange.com DATA 354 Enter message, end with "." on a line by itself Date: Wed, 7 Mar 2012 04:33:02 -0500 (EST) From: Confluence To: hanis@xchange.com Message-ID: <16388685.1814.1331112782674.JavaMail.SEACONFLUENCE$@SEACONFLUENCE> Subject: [confluence] Core Services > Manila Status Report MIME-Version: 1.0 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: 7bit Precedence: bulk Auto-Submitted: auto-generatedNote that this part of transaction was reported as successful by Confluence, hence, it is up to the SMTP server to perform the rest of the transaction.
Cause
Customer is using Lotus Domino as seen above. It turns out that Confluence mails were successfully sent out to the user but they went to a folder that was hidden.
Solution
Resolution
Check for any hidden folders which stores the mail notification received from Confluence.
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