Health Check: Resolve Mail Error Queue Issues in Jira Data Center
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
This health check ensures the healthiness of email delivery from Jira Data Center. Emails that couldn't be delivered to a recipient will appear in a mail error queue. Email sending is unhealthy when a mail error queue has any emails.
In Jira Data Center, if you get a notification about a failed health check for a mail error queue but see that the check passed on the System tools page, this might indicate failures on another node. In this situation, we highly recommend checking the mail error queue on each node separately. This is a known issue and we’re working on improving the behavior of this health check and your experience with Jira.
Solution
Common health check results
Jira Server
Icon | Result | What this means |
✅ Pass | There are no emails in an error queue. | All emails have been delivered to recipients. |
⚠️ Warning | There are a number of emails in the error queue. | An exact number of emails couldn't be delivered to recipients, and Jira won't retry sending. An administrator should troubleshoot the issue. Learn more in Troubleshooting. |
Jira Data Center
Icon | Result | What this means |
✅ Pass | There are no emails in the error queue on a particular node. If you get a notification about a failing health check for a mail error queue, verify the other nodes. | All emails have been delivered to recipients from this particular node. |
⚠️ Warning | There are a number of emails in an error queue on a particular node. | An exact number couldn't be delivered to recipients from this particular node, and Jira won't retry sending. An administrator should troubleshoot the issue. Learn more in Troubleshooting. |
What happens if I ignore the warning?
Emails in a mail error queue won't be sent to recipients. This means that some users may never get a Jira email notification intended for them.
Troubleshoot mail error queue results
As an immediate mitigation step, you might consider resending the mail error queue. To do so, go to Administration ⚙ and select System. Then, go to Mail queue and Error queue. Emails in a mail error queue won't be sent to recipients. This means that some users may never get a Jira email notification intended for them.
Take this step only as a temporary workaround since it won't resolve the underlying issue with sending emails.
In some situations, manually resending the mail error queue won't help, and emails might still pile up in the error queue. In these cases, don't try to resend the error queue several times. This action will generate more threads for Jira to process, causing potential performance issues.
To investigate the reason why issues are piling up in the Mail Error queue, we recommend checking the atlassian-jira-outgoing-mail.log file and check the KB articles listed below based on the errors found in these logs:
The Jira "Mail Error Queue" Health Check fails due to the error "service proxy has been destroyed"
Jira notification emails fail to be sent due to read timed out error
Jira notification emails fail to be sent due to the "Unrecognized SSL message" error
Provide data to Atlassian Support
If you still can't troubleshoot and fix the problem, create a support ticket at support.atlassian.com and attach the requested information. To get support:
Wait for about 15 minutes so that we can collect enough logs
Go to Administration ⚙ > System > Troubleshooting and support tools > Create support zip
Select Customize zip, then select Thread dumps, and select Save
Select Create zip and download the support zip
If you have a Data Center cluster, repeat this step for each node
Run the following SQL query on the Jira database:
select * from rundetails where job_id = 'com.atlassian.jira.service.JiraService:10000';Attach to the support ticket:
The support zips
The result of the SQL query
*To disable the additional logging, select Configure logging level for another package. > Use com.atlassian.jira.service as the package name and select "ERROR" for the logging level
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