Overview

Sometimes you may find that you are not receiving any email messages from Jive as expected. This article will help you diagnose, troubleshoot, and resolve this issue.

Diagnosis

• No emails from Jive are being received in your email client.

• When you ask other users, the same is happening for them.

• If you have multiple branches, the same happens in all of them, and in all geographical locations.

   

Solution

The fix to this issue varies depending on the root cause. Below are a series of steps to take towards resolution:

• Check the Jive Software Status page
• Check if other emails (not generated by Jive) are being received
• Check your outgoing email server settings
• Try using the "password reset" and "create a question" functionality
• Configure SPF and DKIM
• Further assistance

Check the Jive Software Status page

Check the Jive Software status page to see if there is a known issue that may be affecting email delivery.

 Check if other emails (not generated by Jive) are being received

Are you receiving emails from other senders, or just not from Jive?  If you aren't receiving any emails at all, check with your IT department.

Check your outgoing email server settings

Are your Outgoing Email Server settings for Jive configured correctly?  Especially if you have multiple Jive admins in your organization, it's worth checking that they are still correct.

1. To verify this, navigate to Your Avatar > Admin Console

   
    

2. Click System > Settings > Email Server

   
    

3. Check that the Server Admin Email and Bounce Email Address is valid.  

   
    

4. Just in case, verify the SMTP Mail Host at the top of this screen too.  For Jive Hosted / Cloud customers, this is preconfigured, but for On-Prem customers, verify that there hasn't been any recent changes with your corporate email server or relay host. 

Try using the "password reset" and "create a question" functionality

It's useful to verify if only some types of emails are not being delivered.  Follow below to generate a password reset email.

1. From the login page, click on I forgot my password:

   
    

2. Enter your email address and click Continue:

   

3. Take note of the exact time in which you performed this action.

4. Now try creating a test Question (Write > Question):

   

5. Make sure your notifications are enabled by navigating to Avatar Icon > Personal > Preferences:

   
   

6. Ask one of your colleagues to reply to your question - take note of the exact time that they performed the action.

7. Did you receive only one of the two test emails that should have been generated by the above tests?  If yes, then check your spam/junk mail folder for the missing email, and also refer to these two articles:

   • How to Enable or Disable Email Notifications on a System-wide Basis
   • Troubleshooting Issues With Password Reset Emails Not Being Received

8. If not, then read on.

Configure SPF and DKIM

SPF, DKIM, and DMARC, when configured correctly, are all becoming increasingly important ways to ensure that emails sent from your domain are delivered successfully.  For more details, read the article How to Setup SPF, DKIM and DMARC for Jive.

Further assistance

If you are an On-Prem customer, or if you are a Jive Hosted customer but know that your emails are delivered through your corporate server (by default Jive Hosted customers user Jive's email servers), then reach out to your IT Department.

For Jive Cloud or Jive Hosted customers, it will be necessary for the Jive Support team to investigate.

Please lodge a new support ticket with the following information, which will help speed up the resolution process:

• The exact time (including timezone) of the tests you performed.

• The email addresses to which you should have received the emails.

• The exact timeframe in which you observed the issue (since when? For how much time?)

• A HAR Trace (very important, as Jive uses many API calls, and sometimes internationalization and customizations can play a role), and a screenshot of the exact action you are performing.

• If possible - add a preemptive approval for the agent to test the email delivery on your system, which may involve them performing one or more of the following tasks:

  • creating a test user

  • creating some test content in a secret group

  • generating some test emails from your environment