Overview

Some of your users are not receiving emails when some content is posted in a news stream that is set to send emails to all registered users. The number of "All registered users" is large (e.g. more than 2000).

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• You have checked the logs of your email server, and only a portion of the expected emails have been delivered. E.g. You have 2500 users, but Exchange logs show that only 1250 emails were delivered

Impact metrics, for the post, show that the number of emails generated for a post is as expected, or more than expected.

Workflow

Instructions

Try Changing to Personal Email

It is good to rule out any issues with the receiving email servers by changing the email addresses of the affected users in Jive. You can try changing them temporarily to email addresses for personal email services like Hotmail, Outlook.com, Yahoo, or Gmail.

 

Troubleshoot Email Bounce Lists

If emails are going to personal email servers like Hotmail or Gmail, it is likely that your email servers are rejecting Jive emails. This may happen because Jive is sending thousands of emails for one post, and your email servers might consider this spam.

Please see if you can whitelist Jive SMTP server IP addresses in your mail servers.

 

<supportagent>

1. You can look at Kibana logs and search for the email addresses of affected users.
2. This can give you clues as to whether there is an SMTP error. 
3. You can ask the Infrastructure Team, via the JVCLD project, to look for errors in SMTP server logs.

</supportagent>

 

Troubleshoot Emails Further

You can reconfirm if all the settings are set as expected:

• • News Streams Not Generating Email Notifications or Updates when new Content is Posted
  • Users Not Getting Forced Emails Notifications on News Feed Updates
  • Email Notifications not being Generated when Creating/Posting New Content in a Social Group, System Blog or News Stream