Domain / emails on Suppression List?

[Rick Jr_]

Hello, 

As of October 28th, it appears all of our customers have stopped receiving notifications from the system. Nothing has changed in terms of permissions or notification settings in the system. Doing some research, it may appear like our customers domain (or all of the configured customers emails individually) are on the suppression list. I don't seem to be able to contact JIRA technical support in any other format other than asking a question to the community. I'm hoping someone from JIRA is able to see this and reach out to me directly to get more specifics on the domain/emails to check the suppression list.

Thanks,

Rick

[Andy Heinzer · Accepted solution]

Hi Rick,

Could you please let me know the email addresses of the user(s) that are not receiving notifications?  With that information I can check to see if these addresses are being suppressed.

Cheers,

Andy

[Rick Jr_]

Hi Andy,

It was all @doornekamp.ca addresses that were failing. It appears they started working yesterday at some point again, however (at least some of them, I cannot confirm all of them). Can you see if anything happened during the week that would have caused them to stop? Appreciate your assistance.

Thanks,

Rick

[Andy Heinzer]

I found only 2 email addresses on that domain that had current suppressions.  The original SMTP bounce message was

550: 550 5.1.1 Recipient unknown ...@...

And that timestamp of the first event was 2022-10-20T14:27:41.000Z.  There was also one more, but that bounce was from 5 months ago. 

I have removed all the suppressions we currently have for that domain.

I hope that helps.

Andy

[Rick Jr_]

Thanks @Andy Heinzer and @Brant Schroeder - it turns out the DNS provider had a nameserver that was failing which was likely when it started happening, everything seems to have been good since November 7th onward. Thanks for escalating and looking into this, much appreciated!

[Brant Schroeder]

@Rick Jr_ Since you are on the free plan we will have to escalate this here for you.  I have escalated to support.