Problem

A user is not receiving email notifications from Confluence. On checking the logs you don't see any errors, You were also able to successfully send a test email to the user, however, the user says that they have not received the email.

In this case, You can track the message ID for the message that is sent by Confluence so it can be used by the mail server team to track where the email is routed.

Solution

• Go to    > General Configuration > Logging and Profiling. 
• select a cluster node.
• Locate "com.atlassian.confluence.mail", and change the logging level to DEBUG
• Save changes
  • Remember, your changes will not be written to the log4j.properties file and will be discarded when you next stop Confluence.
• On the same cluster node,  send a test email to the "user"

• In atlassian-confluence-outgoing-mail.log , you would see logs such as the below if a successful mail was sent out of the Confluence application to the mail server

  2024-04-17 07:23:38,939 DEBUG [http-nio-8090-exec-27 url: /confluence/admin/mail/dosendtestemail.action; user: xxxx [atlassian.confluence.mail.ConfluenceMailServerManager] getSessionFromServerManager Getting session
  2024-04-17 07:23:38,942 DEBUG [http-nio-8090-exec-27 url: /confluence/admin/mail/dosendtestemail.action; user: xxxx [atlassian.confluence.mail.ConfluenceMailServerManager] getMoreDebugInfoAboutCreatedSession Session providers: [[javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Oracle], javax.mail.Provider[STORE,imaps,com.sun.mail.imap.IMAPSSLStore,Oracle], javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Oracle], javax.mail.Provider[TRANSPORT,smtps,com.sun.mail.smtp.SMTPSSLTransport,Oracle], javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Oracle], javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.POP3SSLStore,Oracle], javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Oracle], javax.mail.Provider[STORE,imaps,com.sun.mail.imap.IMAPSSLStore,Oracle], javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Oracle], javax.mail.Provider[TRANSPORT,smtps,com.sun.mail.smtp.SMTPSSLTransport,Oracle], javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Oracle], javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.POP3SSLStore,Oracle]]]
  2024-04-17 07:23:38,942 DEBUG [http-nio-8090-exec-27 url: /confluence/admin/mail/dosendtestemail.action; user: xxxx] [atlassian.confluence.mail.ConfluenceMailServerManager] getMoreDebugInfoAboutCreatedSession Session addressMap: [{rfc822=smtp}]
  2024-04-17 07:23:38,944 DEBUG [http-nio-8090-exec-27 url: /confluence/admin/mail/dosendtestemail.action; user: xxxx] [atlassian.confluence.mail.ConfluenceMailServerManager] sendWithMessageId Getting transport for protocol [smtp]
  2024-04-17 07:23:38,944 DEBUG [http-nio-8090-exec-27 url: /confluence/admin/mail/dosendtestemail.action; user: xxx] [atlassian.confluence.mail.ConfluenceMailServerManager] getTransport Obtaining transport object directly (no caching).
  2024-04-17 07:23:38,944 DEBUG [http-nio-8090-exec-27 url: /confluence/admin/mail/dosendtestemail.action; user: xxxx] [atlassian.confluence.mail.ConfluenceMailServerManager] sendWithMessageId Got transport: [smtp://mailservername.com]. Connecting
  2024-04-17 07:23:38,947 DEBUG [http-nio-8090-exec-27 url: /confluence/admin/mail/dosendtestemail.action; user: xxxx] [atlassian.confluence.mail.ConfluenceMailServerManager] sendWithMessageId Sending message
  2024-04-17 07:23:42,164 DEBUG [http-nio-8090-exec-27 url: /confluence/admin/mail/dosendtestemail.action; user: xxxx] [atlassian.confluence.mail.ConfluenceMailServerManager] sendWithMessageId Message was sent with Message-Id <832303358.9340.1713363818950@mailservername.com>

• Collect the message id from the above log example" Message-Id <832303358.9340.1713363818950@mailservername.com>" and share it with mail server team to track where the mail is routed to.