Open Bug 1204515 Opened 9 years ago Updated 1 day ago

Users are not receiving some (or all) notifications from KB forums, contributor forums and localization dashboards

Categories

(support.mozilla.org :: Users and Groups, defect, P1)

Product:
support.mozilla.org
Component:
Users and Groups
Type:
defect

Tracking

(Not tracked)

Milestone:
Future

People

(Reporter: mdziewonski, Unassigned, NeedInfo)

References

(
URL
)

Details

(Whiteboard: [ee-needtofix])

Issue: notifications@support.mozilla.org emails are not reaching users who signed up for notifications for: https://support.mozilla.org/forums https://support.mozilla.org/localization (if you noticed that you are affected by this issue, please add a link to your user profile below) (if you have more details about this issue, please add them below) Putting this as "major", since it's affecting the l10n process, and interfering with proper community functioning.
i've noticed this for my account https://support.mozilla.org/user/philipp at least since beginning of august. also see this thread in the contributor forum: https://support.mozilla.org/en-US/forums/contributors/711524
URL: https://support.mozilla.org/en-US/for...
Thanks for reporting this vesper, et. al. One thing that would be extremely helpful is the times when you expect you should have gotten a notification but didn't. If you know a comment or answer that should have sent a notification, the creation time of that object would be good. cyliang: These emails are sent out using celery. I don't think this is related to our rebuild-kb job, but you mentioned there might be things we can do to look further into this.
It would also be helpful to know which email account should have received the notification. If you are uncomfortable with posting that information, please send it to me via private message via SUMO. =)
some missing notifications in my case were: *https://support.mozilla.org/forums/contributors/711392?last=66737&page=2#post-66733 (September 11, 2015 11:39:38 PM +0200 UTC+2) *https://support.mozilla.org/forums/contributors/711392?last=66737&page=2#post-66709 (September 9, 2015 6:55:39 PM +0200 UTC+2) *https://support.mozilla.org/forums/forum-moderators/709009?last=66744&page=4#post-66682 (September 8, 2015 6:04:08 PM +0200 UTC+2) my mail address in the sumo profile is the same one as supplied on mozillians - https://mozillians.org/u/philipp/
Same problem here (@vesper already knows about it). The email address associated to my SUMO profile is a Gmail address. I have not received SUMO private messages and email notifications to edit the SUMO KB articles since Saturday, September 5th. Every message coming from notifications@support.mozilla.org was not delivered in my Gmail inbox. I changed my email address associated to my SUMO profile with another Gmail address. I received the email message from notifications@support.mozilla.org to confirm the new address. I confirmed and everything works fine. Now I can receive the emails from notifications@support.mozilla.org Then I tried to change again the email address via "edit profile" on Sumo using the old Gmail address, but I never got the email to confirm my SUMO address (the old one). I must use the new address, but I would prefer to have back my original gmail address (because of filters and redirects that I use to manage my devices). I can't understand if Gmail/Google is blocking/rejecting the "notifications@support.mozilla.org" address before it arrives in my Gmail inbox (the old one) or if this is a Mozilla issue. On both my Gmail accounts (the old one and the new one), I receive all the email messages coming from @mozilla.com addresses but not from @support.mozilla.org If you need to receive my old - not working - Gmail address to investigate, please tell me to whom I have to send it. I apologize for the length of my message...
I didn't get an email notification for this forum reply, even though I'm watching both the thread and the entire contributors forum: https://support.mozilla.org/en-US/forums/contributors/711571#post-66981 October 7, 2015 1:57:08 PM EDT Email for my AliceWyman profile https://support.mozilla.org/en-US/user/AliceWyman goes to alice.wyman@verizon.net which is the same address as my bugzilla email. (I did get other emails that day for the same forum, including one for the same thread)
In trying to troubleshoot this problem, I discovered that there was no log file for SUMO's background tasks. =\ As of today, all of the production servers should now be logging. If you run into an issue with notifications, I can now actually look in the logs to make sure that SUMO actually tried to send a message. From there, we can start trying to figure out where the email is getting blocked / stopped.
i haven't received a notification for alice's reply half an hour ago at https://support.mozilla.org/en-US/kb/quicktime-plugin-play-audio-and-video/discuss/6329#post-12635
i also didn't receive a mail about this new thread in the moderator's forum which i'm subscribed to: https://support.mozilla.org/en-US/forums/forum-moderators/711583
Same problem here. Half of emails from Contributors Forums don't reach me. I also have problems with notification for new revisions pending review for SL Thunderbird articles, but not for other products.
Outgoing email from SUMO goes to an email relay. It looks like: 1) there are a few places where SUMO is set to silently fail if there are email connection problems and 2) logging of when email notification are sent needs to be improved Without #2, I can't tell if the issue is a bug with how SUMO sends out certain kinds of notification or if the email relay is refusing our messages. Talking to mythmon, there is work underway to address both issues.
(In reply to C. Liang [:cyliang] from comment #12) > Outgoing email from SUMO goes to an email relay. It looks like: > 1) there are a few places where SUMO is set to silently fail if there are > email connection problems and > 2) logging of when email notification are sent needs to be improved > Without #2, I can't tell if the issue is a bug with how SUMO sends out > certain kinds of notification or if the email relay is refusing our messages. > > Talking to mythmon, there is work underway to address both issues. I see that bug 1215226 was filed for the first issue.
See Also: → 1215226
I recently made a post to the moderators forum. Responses/ replies to the thread did not send out any email to me (in which no emails about the replies were received). I am not subscribed to the whole forum. I checked and I am subscribed to my own thread; I am able to receive emails from other parts of SUMO.
This as well as bug 1222399 are now top priority in the champion's backlog
I filed a PR to add a bunch more logging to email: https://github.com/mozilla/kitsune/pull/2708
Depends on: 1223471
The extra logging is no in place on production. Now we should be able to get a lot more data about email. We'll have to keep an eye on this for any problems.
I never got an email notification for this post: https://support.mozilla.org/en-US/forums/contributors/711661?last=67407#post-67407 posted November 19, 2015 8:54:44 AM EST by Madasan I'm watching the forum and I DID get an email notice when the new thread was originally posted by jscher2000 on November 18, 2015 11:02:30 AM EST. I posted a reply on November 19, 2015 8:13:15 AM EST so I'm also watching the thread itself.
I'm also missing an email notification for the next post in the same thread (which I'm still watching): https://support.mozilla.org/en-US/forums/contributors/711661?last=67439#post-67439 posted by jscher2000 on November 22, 2015 12:49:50 PM EST My email address hasn't changed (see comment 7).
I haven'r received the notification for this revision (and subsequent approval): https://support.mozilla.org/it/kb/scegliere-password-piu-sicure/revision/112171
I analyzed the logs that we added. In the days between Dec 3 and Dec 16th, there were no logged errors in Sumo's sending email. I may expand my search for to a broader range of days, but I wouldn't expect to find anything. To be clear, this does not mean no errors occurred. This means that the errors are in a different part of the system. This is valuable information. We have narrowed down the search for the bug.
I saw two errors come by [0][1] that may be related to this issue. Both were time outs when trying to open a mail connection. These particular issues haven't been linked by Sentry to any other errors (or each other) so it is hard to see how prevalent this particular problem is. This may be the first time this has ever happened. [0]: https://sentry.prod.mozaws.net/operations/sumo/group/205713/ [1]: https://sentry.prod.mozaws.net/operations/sumo/group/205714/
Blocks: 1222399
Whiteboard: [ee-needtofix]
Have we seen any problem recently regarding email? from the contributors forum and IRC, I have not seen any. @madalina, vasper have you?
Flags: needinfo?(mdziewonski)
Flags: needinfo?(mana)
No, I haven't.
Flags: needinfo?(mdziewonski)
Hello, I haven't been notified for this thread: https://support.mozilla.org/en-US/kb/using-multiple-profiles/discuss/5215
It has worked fine for me lately
Flags: needinfo?(mana)
I checked a couple of the recent discussion forum posts from today: I didn't get an email notice for this reply posted by Chris Ilias on April 26, 2016 at 9:44:18 AM EDT https://support.mozilla.org/en-US/forums/knowledge-base-articles/711828?page=4#post-68967 (I'm watching the forum plus I'm watching the thread itself) I also didn't get an email notice for this reply by Michal Stanke on April 26, 2016 at 10:34:33 AM EDT https://support.mozilla.org/en-US/forums/contributors/711949?#post-68969 (I'm watching the forum but not the thread itself)
Hello, I'm not receiving *ANY* notification at all. For example, I haven't been notified about this new article https://support.mozilla.org/en-US/kb/firefox-46-crashes-startup-os-x
(In reply to Underpass from comment #29) > Hello, I'm not receiving *ANY* notification at all. For example, I haven't > been notified about this new article > > https://support.mozilla.org/en-US/kb/firefox-46-crashes-startup-os-x I see you filed bug 1269359 about not receiving notifications at your @yahoo.it email address.
See Also: → 1269359
not cool. Why hasn't this been prioritized?
Hey Wayne, SUMO and Kitsune -the platform- are undergoing big changes the last months thus this cannot be prioritized despite being an important and annoying bug. Please rely on workarounds for the time being.
Priority: -- → P2
Blocks: 1269359
See Also: 1269359 →
Updating the summary. This bug also applies to missing notifications from individual KB article discussions.
Summary: Users are not receiving any (or all) notifications from contributor forums and localization dashboards → Users are not receiving some (or all) notifications from KB forums, contributor forums and localization dashboards
It's still a hit or miss for me with receiving emails.
All info here: https://bugzilla.mozilla.org/show_bug.cgi?id=1373010 Since move of Support forum back to older version, I have not received any emails when anyone posts any comment in any question I'm following.
Thanks! Due to the global nature of this, I think making this P1 is a no-brainer. We need notifications that work 99.9% of the time, if possible.
Priority: P2 → P1
Hey everyone. I'm experimenting with switching notifications on/off and trying to figure out what exactly breaks (and when). Giorgos - would you know if we have any human-readable logs of the messages sent out by the system? I guess browsing these could help me see what's going on at least on one side of this mystery. Cheers!
Flags: needinfo?(giorgos)
AFAIK we don't have such logs. We talked about moving the email sending infra to AWS SES Service -as part of Kitsune's AWS move- which will give us more operational insight and may solve the issue.
Flags: needinfo?(giorgos)
SGTM, thank you!
Target Milestone: --- → Future
Update: the move should happen early 2018.
Update on comment 38. I've not been in receipt of emails since June last year. However, as of 29/01/2018 17:58hrs GMT I am suddenly receiving emails from Support Forum questions I'm following/responding. This is wonderful news and will make life so much easier. It's like someone has switched on the light again. I would like to say thankyou to all who were involved to find a resolution to this bug.
Thanks for the feedback and the kind words Anje. We're making progress in the email front and we still have things to do in the queue.
Hi again As of the 27 June 17:05 hrs Britsh time, I stopped receiving all emails that are being generated via the 'Support Forum'. Exactly the same as before. This occured last June, was fixed end Jan this year, but has gone awol again :) I've checked 'Watch List' in profile. All ok and selected. I've check webmail account to ensure nothing went into spam etc. But as nothing is being received on server, then obviously nothing will get downloaded into Thunderbird. Please look into this for me. I would rather not spent another half year with no incoming mail.
Hi from Italy, same problem here. Every message coming from notifications@support.mozilla.org was not delivered in my Gmail inbox. I didn't get email notifications for this articles Ready For Localization: Readied for localization: Jun 28, 2018 https://support.mozilla.com/en-US/kb/templatefocusandroidmenu/revision/162976 https://support.mozilla.com/en-US/kb/switch-desktop-view-firefox-focus-android/revision/162984 https://support.mozilla.com/en-US/kb/find-words-page-firefox-focus-android/revision/162981 Readied for localization: Jun 29, 2018 https://support.mozilla.com/en-US/kb/whats-new-firefox-focus-android-version-6/revision/163029 They were shown up on the Italian dashboard as "Translation needed", but no email notification received.
More reports in this discussion thread posted yesterday: https://support.mozilla.org/en-US/forums/contributors/713074 Anyone else having issues with email notifications?
See also https://support.mozilla.org/en-US/forums/contributors/713073 Not getting notification e-mails posted June 28, 2018. If this bug also covers missing email notifications for support forum threads (bug 1373010) confirmation emails for newly registered users(bug 1222399, bug 1434193) and any other missing notifications, the summary needs to be updated.
I've filed bug 1472483 for the questions forum issue. support.mozilla.org/forums and support.mozilla.org/questions are separate modules, which is why this bug, which has existed for 3 years, has not affected the questions forum. The bugs should be treated separately.
See Also: → 1472483
See also bug 1472483 comment 2 from Josh Mize 2018-06-30 21:54 EDT (quote) The SES console showed that that email deliveries had dropped to near 0 since the 6/26, and when I checked the celery logs I saw a bunch of "HTTP Error 429: Too Many Requests" messages from sentry. I restarted all the celery worker pods in all of the kubernetes clusters, and a few minutes later saw that emails are being delivered again according to the SES console (graph attached).
I received multiple emails last night and this morning for KB forum and contributor forum posts that were dated June 27, June 28 and June 29.
Update: As of the 3rd July, I received multiple emails dating back to when it all stopped, so this appears to be working again. All emails relate to Support Forum.
Hi Anje, This bug is not for the support forum email issue. That is bug 1472483. This bug started around 3 years ago, and has different symptoms (it doesn't apply to the support forum, and most emails are being send, expect some). FWIW, I've just compared my email archive with posts in the contributors forum this past week. I found 4 instances of posts for which I did not get an email notification. https://support.mozilla.org/en-US/forums/contributors/713054#post-74235 https://support.mozilla.org/en-US/forums/contributors/713074#post-74215 https://support.mozilla.org/en-US/forums/contributors/713074#post-74220 https://support.mozilla.org/en-US/forums/contributors/713074#post-74225 ...but I got email notifications for posts before, after, and in between. It looks like /this/ bug should remain open.
I didn't get the email notification for this article "Ready For Localization": Readied for localization: Jul 6, 2018, 4:43:33 AM https://support.mozilla.org/en-US/kb/how-do-i-choose-what-types-information-sync-firefox/revision/163317 Furthermore, the "Status" of the article on the Italian dashboard (and dashboards of other locales) is "Up To Date". See https://bugzilla.mozilla.org/show_bug.cgi?id=1470200#c12 Latest Italian revision: November 3, 2017 (when @Joni updated the en-US article), but the latest English revision "Ready For Localization", actually, is from July 6. See https://support.mozilla.org/en-US/kb/how-do-i-choose-what-types-information-sync-firefox/history
I don't know if this could help. Updates of the KB articles "Ready For Localization" shown up on the Italian dashboard, but no email notification received: Thunderbird Readied for localization: Jul 7, 2018, 5:56:19 PM https://support.mozilla.com/en-US/kb/how-customize-toolbars/revision/140254 Readied for localization: Jul 7, 2018, 5:59:27 PM https://support.mozilla.com/en-US/kb/filelink-large-attachments/revision/154676 Readied for localization: Jul 7, 2018, 5:59:41 PM https://support.mozilla.org/en-US/kb/configuration-options-accounts/revision/156375 Firefox desktop Readied for localization: Jul 8, 2018, 2:06:25 AM https://support.mozilla.com/en-US/kb/import-bookmarks-google-chrome/revision/163369 Readied for localization: Jul 8, 2018, 2:15:23 AM https://support.mozilla.com/en-US/kb/import-bookmarks-data-another-browser/revision/163370 Readied for localization: Jul 8, 2018, 3:35:31 AM https://support.mozilla.com/en-US/kb/import-bookmarks-internet-explorer-or-microsoft-ed/revision/163404 Latest email notification received: Readied for localization: Jul 6, 2018, 6:51:10 PM https://support.mozilla.org/en-US/kb/privacy-panel-settings-in-thunderbird/revision/157529 I realized they need updates just because I was looking for an article in our dashboard.
Update: In the last two hours, I have received the email notifications of the articles I report in my previous post.
Hi Michele, It's okay; there's no need to report every instance. We've already verified that this bug still exists after the support forum bug was fixed. :)
See Also: → 1470200
Pmac, Jon, any chance we can get this looked at? It's been going for a while. Let us know if there is something we can do to help solve this faster.
Flags: needinfo?(pmac)
Flags: needinfo?(jon)
Oh. I thought things were back to normal. Is that not the case? I know we've always had some email deliverability issues, but is there something more than that happening right now?
Flags: needinfo?(pmac)
Flags: needinfo?(jon)
Based on the reports we're getting it looks like the issue is still there, at least for some parts of the site. What would be the best way to document this so you can get all the information you need to look further into it?
If there are specific parts of the site with more trouble than others I'd definitely want to know that in as much detail as you have. It could well be that there is problematic code in there and not just problems with emails in transit. You're welcome to document that here or in a document that you link in here.
Sounds good. We'll start documenting current behaviour.

No, the problem is still very much alive. I receive notifications for Firefox articles but not for Thunderbird articles and contributors articles (like this one: https://support.mozilla.org/da/kb/forbedring-af-vidensbasen).

(In reply to Kim Ludvigsen from comment #69)

No, the problem is still very much alive. I receive notifications for Firefox articles but not for Thunderbird articles and contributors articles (like this one: https://support.mozilla.org/da/kb/forbedring-af-vidensbasen).

Thanks for the update Kim, much appreciated.

re: email responses from Support Forum

Recently, I've noticed that sometimes I'm not receiving all emails from all Support Forum responses. It seems to be an intermittant issue and no pattern. Most seem to be getting throught, but not all.
I am not the person who posted the question.
I am someone helping to resolve issue and responded to a request for help.
The question asker has made a response and I did not receive this.
example:
https://support.mozilla.org/en-US/questions/1263684
According to question in forum, OP posted 7/2/19, 8:19 PM which is in US format. I wish it could be in EN-GB format as I instinctively read it as 7th Feb when in reality it is 2nd July. So I'm not certain whether the time posted is my time or US time.
I had computer switched off until this afternoon, but got no download, even allowing for the US being several hours behind me.
I checked my webmail account just in case it had gone to a spam folder, but no, it has not been received.

This was posted by Michele (michro) a few days ago in the SuMo Matrix room (quote) Hello, since January 6th (not sure if the date is exact), I often don't get email notifications of articles to be updated and ready for localization. Some emails sent on the same date from notifications@support.mozilla.org arrive, some don't. I checked my Gmail inbox online, and the emails that didn't arrive aren't in my spam folder.
Articles that need to be updated or translated are regularly shown on my Italian Sumo dashboard.
Are there any other localizers experiencing this issue? We had the same bug years ago, I don't know if it could be caused by one of the latest Kitsune maintenance updates.

Hello, everyone!

I'm currently conducting an experiment by toggling notifications on and off, aiming to identify the specific points at which they malfunction or cease to function.

Giorgos, do we happen to possess any logs that provide a human-readable account of the messages generated by the system? Reviewing these logs could potentially shed light on the events transpiring on one side of this intriguing puzzle. Any additional insights you might have would be greatly appreciated.

Flags: needinfo?(talhaateeq95)

I haven't been getting ANY SUMO email notifications for over a month now, including those for KB article approval, community forum posts and new Private Messages. My last SUMO email notification was on January 17, 2024. SUMO profile: https://support.mozilla.org/en-US/user/11/ ... which is now https://support.mozilla.org/en-US/user/AliceWyman

Hey Alice,

When you go to your watch list, do you see if things are checked correctly?

Flags: needinfo?(alice.wyman)

(In reply to Kelimutu [:kiki] from comment #75)

Hey Alice,

When you go to your watch list, do you see if things are checked correctly?

I can't get to the watch list (502 Server Error) but I checked https://support.mozilla.org/en-US/users/settings on my AliceWyman profile and all of the boxes are checkmarked. I don't have access to those settings on https://support.mozilla.org/en-US/user/11

Flags: needinfo?(alice.wyman)

(from comment #76)

(In reply to Kelimutu [:kiki] from comment #75)

Hey Alice,

When you go to your watch list, do you see if things are checked correctly?

I can't get to the watch list (502 Server Error) but I checked https://support.mozilla.org/en-US/users/settings on my AliceWyman profile and all of the boxes are checkmarked. I don't have access to those settings on https://support.mozilla.org/en-US/user/11

I was able to get to my AliceWyman watch list just now. Everything there looks OK in that most forum and kbforum threads are checked. In any case,there's still the matter of KB article approval emails, which aren't listed in https://support.mozilla.org/en-US/users/settings

No emails since April 24th for me. User profile: https://support.mozilla.org/nl/user/markh2. All boxes are checked in the settings.

I'm still missing all SUMO email notifications, including those for KB article approval, forum posts and new Private Messages.

No update yet? I am still missing quite some communication, and it's a little quiet here...

I'm still missing some email notifications. In this last period I very often receive only some of the notifications relating to the updating of the KB articles or the presence of new articles to be translated. I often discover them only by consulting the Italian dashboard. For example today I did not receive notification of these 2 new articles ready to be translated https://support.mozilla.org/en-US/kb/block-links-opening-external-apps and https://support.mozilla.org/en-US/kb/multiwindow-support-ipad-firefox

It's getting worse... I still don't receive email notifications. In the last few weeks I've received very few notifications about KB article updates or new articles to translate. I have to constantly check the Italian dashboard if I want to see if there are articles to edit or translate.
Yesterday, September 27, more than 15 articles to update and one new article to translate appeared. Email notifications received? 0 (zero), not even one notification.
The only email notifications I've received are for changes/updates made yesterday and today to Italian articles by one of my contributors. (My email address for SuMo works fine.)
Email notifications for changes made to the original en-US articles have not arrived.
It's really annoying! It makes you lose the desire to contribute...
Please, please, try to fix this issue. Thanks in advance.

Type: task → defect

Hi Michele!

I'm wondering which options are checked for you inside the "Attiva notifiche..." panel.
Yo can check this by navigating to https://support.mozilla.org/it/localization and clicking on the "Attiva notifiche...".

Flags: needinfo?(michele.rodaro)

Hi Emil!

The selected/checked options are: "Waiting for review" (In attesa di revisione) only Italian, "Approved" (Approvata) only Italian, "Ready for localization" (Pronte per la localizzazione) English.
I've never changed them, they've always been like this. How can I add an attachment with the screenshot of the options (if needed)?

Is outgoing mail traffic rate monitored, such that we could see by numbers or a graph whether the rate of notifications drops?

Alternatively, is there a possibility (plan) to have an in-app notifications queue? This might make management of responses easier.

Flags: needinfo?(talhaateeq95)

Hi!
What I don't understand is why I don't get email notifications for en-US article updates (or new articles to localize), but if a contributor edits/updates/translates an Italian article I get ALL notifications.
I also don't understand why I got notifications for a new en-US article for Thunderbird (https://support.mozilla.org/en-US/kb/thunderbird-android-telemetry) and for some en-US articles where I proposed some edits (e.g. https://support.mozilla.org/en-US/kb/back-your-firefox-installation-folder - see article history), and that were approved along with other friends'/contributors' changes after the changes were reviewed and marked as RFL. I think that's a bit strange, don't you think?

I'm still not getting ANY SUMO notification emails. That includes email notifications for KB article approvals or deferrals, new threads posted to contributor forums I'm watching (such as https://support.mozilla.org/en-US/forums/contributors/), replies to forum threads I've posted in (such as English KB article discussion threads and support forum threads) and new Private Messages.

8 en-US articles reviewed and ready for localization as of October 11, 2024, 2/3 PM, Sumo notification emails received = 0
3 contributors updated 3 Italian articles, Sumo notification emails received = 3
I have to constantly check the Italian dashboard to see if there are articles to update or translate…

(In reply to Michele Rodaro [michro] from comment #88)

8 en-US articles reviewed and ready for localization as of October 11, 2024, 2/3 PM, Sumo notification emails received = 0
3 contributors updated 3 Italian articles, Sumo notification emails received = 3
I have to constantly check the Italian dashboard to see if there are articles to update or translate…

Same here. Still no notifications for approved translations, responses in forum conversations, DMs etc. at all.

We believe we have a fix in place for this - we are testing now. Feel free to provide feedback here if you are still seeing the issue.

Thank you so much for your efforts! I am monitoring the situation to see if the issue has been resolved. I will definitely provide feedback as soon as I have evidence to verify.

(In reply to Smith from comment #90)

We believe we have a fix in place for this - we are testing now. Feel free to provide feedback here if you are still seeing the issue.

Two of my KB article revisions were approved a couple of hours ago, https://support.mozilla.org/en-US/kb/resist-fingerprinting/revision/286748 and https://support.mozilla.org/en-US/kb/tab-overview-menu/revision/286746 but I received no email notice. This bug has not been fixed for me, at least not for KB article approval email notifications.

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