Closed Bug 1204515 Opened 10 years ago Closed 7 months ago

Users are not receiving some (or all) notifications from KB article discussions, KB article approvals/deferrals, support 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)

Status:
RESOLVED FIXED
Milestone:
Future

People

(Reporter: mdziewonski, Unassigned)

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.

(In reply to Alice Wyman from comment #92)

(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.

Same here, the issue does NOT seem to have been fixed for at least approval notifications. Also, no notifications for responses to support question threads.

Summary: Users are not receiving some (or all) notifications from KB forums, contributor forums and localization dashboards → Users are not receiving some (or all) notifications from KB forums, KB article approvals/deferrals, contributor forums and localization dashboards
Summary: Users are not receiving some (or all) notifications from KB forums, KB article approvals/deferrals, contributor forums and localization dashboards → Users are not receiving some (or all) notifications from KB forums, KB article approvals/deferrals, support forums, contributor forums and localization dashboards

Hi,
Any news?
In the last few days, dozens of articles have appeared in the Italian dashboard, as they have been reviewed by en-US reviewers and marked as ready for localization: Sumo notification emails received = 0
As I wrote in a previous comment, when a contributor updates/edits Italian articles, I regularly receive Sumo notification emails. I also regularly receive private messages sent via Sumo. The sender address is always the same notifications[at]support.mozilla.org, so this issue seems rather strange to me, but I'm not an expert ;-)

I've started looking into this, and here's an update. So far I suspect some folks have been placed on the suppression list that our AWS SES automatically manages, so I'm focusing on that for now (but of course, will explore other causes). SES adds email addresses to its suppression list if they hard bounce or have been somehow marked as spam. Here are some preliminary findings:

  • I found the email address (registered in SUMO) of each of the following users on the SUMO AWS SES suppression list, and I removed each of them. Hopefully, emails will start working for you all:
    • Alice Wyman
    • Mark Hiejl
  • I searched for Michele's as well as Wayne Mery's email address (the latest one configured in SUMO), but neither was on the suppression list. So something else is going on for them.
Flags: needinfo?(michele.rodaro)

Although some users may not be receiving any emails at all because their emails have been added to the AWS SES suppression list, that's only a small subset of users. The core problem is something else. I have an hypothesis of what that most likely is -- Michele's case was a great clue, because he always receives his Italian "waiting-for-review" and "approved" notifications but not the English "ready-for-l10n" notifications -- but I need to confirm.

Hi Ryan, thanks for your inquiry. An update on my situation...
These past few weeks I've been getting all the notification emails about articles to update or new ones to translate ("ready-for-l10n" articles).
I didn't post earlier because I wanted to see if there's still something wrong with the notifications or if the issue has been fixed.
I'm also currently getting all the notification emails for private messages sent to me via SuMo.
I'll keep an eye on things to see if everything is OK when the next "ready-for-l10n" articles arrive.

(In reply to Ryan Johnson (:rjohnson) from comment #95)

  • I found the email address (registered in SUMO) of each of the following users on the SUMO AWS SES suppression list, and I removed each of them. Hopefully, emails will start working for you all:
    • Alice Wyman
    • Mark Hiejl

Thank you! SUMO email notifications have started coming.

Thanks for the updates Michele and Alice! I'm nearly certain we still need to add something to SUMO that ensures more reliable emails. I'll share more late next week, because I have to add some code in next week's release to confirm my hypothesis. Assuming my hypothesis is confirmed, the hopeful news is that emails will be much more reliable.

I think the issue where a few users are added to the AWS SES suppression list will be something we'll have to tackle case by case.

I''m still not getting SUMO email notifications when someone posts a reply in one of the KB article discussion threads where I have posted, so the bug is only partially fixed. So far, I'm only getting notifications in support forums and contributor discussions.

Alice, instead I received all the email notifications with your answers in the discussion thread of the KB article that we are following.

Michele, I did not receive an email notification for any of your replies to me in this thread: https://support.mozilla.org/en-US/kb/usage-ping-settings/discuss/13065 ... or in any other KB threads, even though my settings are to watch KB discussion threads I comment in or start. Not sure but I don't think any if my recent pending KB article revisions have been reviewed and I haven't gotten a recent PM (private message) so I don't know if those email notifications are working or not.

Summary: Users are not receiving some (or all) notifications from KB forums, KB article approvals/deferrals, support forums, contributor forums and localization dashboards → Users are not receiving some (or all) notifications from KB article discussions, KB article approvals/deferrals, support forums, contributor forums and localization dashboards

Alice, I posted a message ("Test reply for email notifications.") in this thread https://support.mozilla.org/en-US/kb/trouble-accepting-my-renewal-offer-monit/discuss/13066
Let me know if you get the email notification and then delete my post in the thread.

Michele, I did not receive an email notification for your KB article discussion post in this thread: https://support.mozilla.org/en-US/kb/trouble-accepting-my-renewal-offer-monit/discuss/13066 (I'll delete it now)

Can you send me a Private Message to test it for email notifications?

Alice,
Done. PM sent now.

Thanks, Michele. I got an email notification for your PM so at least that part of the bug is fixed :)

I also got an email notification for approval of my latest KB article revison, so that portion of this bug appears to be fixed for me.

Email notifications are broken again for me. I checked https://support.mozilla.org/en-US/kb/what-if-im-locked-out-two-step-authentication/history and my revision was just approved but I didn't get any notification of the approval. Others is the SUMO room on Matrix are also reporting lack of email notifications.

I'd like to provide a quick update on this issue. Last week, on Wednesday, we released some code that gave us the visibility we needed to identify the immediate problem, although I suspect another layer to the problem once we resolve this first layer. The fix could be one of several things. We're going to release a simple change on Wednesday of this week that we think could resolve the first layer of the problem, and then see if we hit the second layer. We already have a fix ready for the second layer if needed. Stay tuned. I'm hopeful that we'll have this longstanding email issue resolved within the next several weeks.

It was approximately last Wednesday that I began to no longer receive SUMO notices, and it appears that users were not receiving email notices of my responses either. I am a regular there - my email id is dskirk@gmail.com - and I hope you can soon resolve this, as I'm neutered until then. Thank you for pursuing this issue.

david is not the only one - I'm a helper on the Thunderbird Support Forum and I'm not receiving anything posted by persons responding.
It also makes you wonder if any of the responses I made to questions are being received because there are plenty of questions I've reponded to but no one is responding in return.

Sorry to hear that you're experiencing the same issue, @David. Ryan has been making great progress towards a complete resolution to this issue, as he noted above. Please stay tune for more fixes that are and keep letting us know what you're experiencing to help Ryan troubleshoot the situation.

(In reply to Anje from comment #111)

david is not the only one - I'm a helper on the Thunderbird Support Forum and I'm not receiving anything posted by persons responding.
It also makes you wonder if any of the responses I made to questions are being received because there are plenty of questions I've reponded to but no one is responding in return.

That must've been difficult for you and everyone here. Ryan is looking into the situation. In the meantime, I can only recommend looking into the list of answered threads by going to your profile and click on the number of answers, and review each thread manually. I understand it's a tedious work, but idk if we have other alternatives as well. ):

I was going to use https://support.mozilla.org/en-US/users/watches, but it times out.

A SUMO member provides a page that is a very useful substitute for no-notifications:

https://github.com/jscher2000/My-SuMo-Questions

(In reply to Kelimutu)

I have tried scanning prior responses from profile, but my fear is no one is receiving them, making the effort fruitless. Users don't see my response unless some other person responds, and then they see both. But, I will be hopeful for a solution soon. Thanks for your concern.

(In reply to Wayne Mery (:wsmwk) from comment #114)

I was going to use https://support.mozilla.org/en-US/users/watches, but it times out.

Still a problem today. I have filed bug 1948406

(In reply to Kelimutu [:kiki] from comment #113)

(In reply to Anje from comment #111)

david is not the only one - I'm a helper on the Thunderbird Support Forum and I'm not receiving anything posted by persons responding.
It also makes you wonder if any of the responses I made to questions are being received because there are plenty of questions I've reponded to but no one is responding in return.

That must've been difficult for you and everyone here. Ryan is looking into the situation. In the meantime, I can only recommend looking into the list of answered threads by going to your profile and click on the number of answers, and review each thread manually. I understand it's a tedious work, but idk if we have other alternatives as well. ):

I'm also doing a Manual check, but I'm discovering people are not reponding to anything I'm answering which is highly unusual.

Problem is much bigger - people ask a question looking for help - they are not getting emails either. Someone who did respond was asked if they received email and the answer is no - they decided to logon to Mozilla account profile and locate the question they had asked to see if there was anything posted.
Another user said "Toad-Hall, I did do everything you suggested without ever realizing you had responded on the 6th. "

So at this moment it looks like no one is getting any emails from the Thunderbird Support Forum. It's not just those who offer help, it relates to everyone using the forum asking for help as well.

The last email I received is dated 06/02/2025 12:49AM (uk time) - on your forum I believe it says Feb 5, 2025, 4:49:44 PM

That means nothing is working - no emails for anyone using the forum for over 10 days.

I suggest that a banner be placed on every SUMO page recommending users to check My Questions in their profile for responses until the notification system is fixed.

(In reply to Ryan Johnson (:rjohnson) from comment #95)

  • I searched for Michele's as well as Wayne Mery's email address (the latest one configured in SUMO), but neither was on the suppression list. So something else is going on for them.

I randomly came across https://support.mozilla.org/en-US/questions/1486174#answer-1712593 which is a user reply from two days ago for which I did not get an email.

Latest update. On our end we can see the exact error that's generated, but the solution is far from straightforward in the sense that there are many possible root causes. We're going to have to try something new with every release until we hit on the root cause. On Wednesday of this week (tomorrow morning, Pacific time), we're going to release our next attempt.

In mozilla account profile - I believe the Private Messaging is not working as well.
I sent a Private Message to 'davidsk' and not had a response, so whilst anyone can post a question or respond to a question, no one gets any emails and I cannot even warn them about it via Private Messaging.

All communication not working now for 2 weeks.

Despite a request three days ago to get a banner uploaded to the Support forum website allerting people on a) the problem and b) how to access their profile to locate question, this has not occured.

Private messaging is NOT WORKING, and there have been no SUMO email replies for just over two weeks. I was asked to post a few samples of posts that I should have received, so they are here, but I could post many more:

https://support.mozilla.org/en-US/questions/1493286#answer-1713149
https://support.mozilla.org/en-US/questions/1493549#answer-1712498
https://support.mozilla.org/en-US/questions/1494140#answer-1713145
https://support.mozilla.org/en-US/questions/1494296#answer-1713141
https://support.mozilla.org/en-US/questions/1494114#answer-1712964

My SUMO account URL is here:
https://support.mozilla.org/en-US/user/davidsk/

Prior to two weeks ago, I had not, to my knowledge, experienced any outage.

Private Messaging: https://support.mozilla.org/en-US/user/Toad-Hall/

I got a response from davidsk as seen via profile inbox, but did not receive any email notifying me.

As for support questions which I responded to or whether anyone else added a response in same question - I've had no emails since the 5th Feb.
I could add everything since that date but as examples;
https://support.mozilla.org/en-US/questions/1493641
https://support.mozilla.org/en-US/questions/1493617
https://support.mozilla.org/en-US/questions/1493640

Currently using:
Windows 10 OS
version 128.7.1esr set up mainly using pop accounts plus one gmail imap and also testing beta version 136.0b2 using same accounts set up as imap so I'm aware of anything going to a server junk.
Nothing is going to junk/spam, so emails I see in the Pop account are the same as the Imap account. It's not a case of not seeing emails because they have filtered to a server spam prior to me downloading to a pop account.

I am seeing emails sent from Bugzilla and Topicbox.

I've going to do a release today to fix something I just discovered. It won't resolve this fully yet, but it will help a lot.

An update. The fix this morning, along with two other fixes, have been running for about 25 minutes without any email failures. It looks very promising -- at the very least we've significantly improved emails.

I've seen a few network-related errors that we can address in our next release, but things are looking much better.

Thanks Ryan.

https://support.mozilla.org/en-US/questions/1490510 is an example where a user just replied and I didn't receive an email. (last email I received for that question was Feb 5)

My turn.... The last email I received from SUMO was Thursday, 6 February 2025 11:31pm. Since then crickets. The period 6 January to 6 February I received according to Thunderbird 196 threads, so this is no longer missing some email, it makes SUMO hardly fit for purpose.

There was a fix pushed that was supposed to improve this issue https://github.com/mozilla/kitsune/issues/3038 did it make it worse?

Firefox version 135.01 64bit
Thunderbird version 128.7.1
Still not receiving anything, but you have to bare in mind that users who create questions appear to suffer from the same issue, so they have no idea I have made a response. Those who know how to check via profile access and posted a comment are not being received by me.
So, I'm with Matt on this.

Just an update: no mail for private messages or SUMO responses. I have received nothing in email for roughly three weeks. My inference is that the original poster is receiving my responses, due to the delay in time of my response and their replies. But I receive nothing. Here are a couple of examples. I have also done a few private messages with responses but, again, no email.

https://support.mozilla.org/en-US/questions/1495247#answer-1714259
https://support.mozilla.org/en-US/questions/1495153#answer-1714189

An update. We are working on this, and it's our top priority. Today we decided to go with an almost entirely new email foundation within our code and if all goes well, we hope to have it ready for release next week.

Hi all, just to add to Ryan's update, as of now, you can see that we've published a banner to alert all users about this situation. We'll have a new Firefox release coming up next week, so finger crossed we can fix this soon so it won't affect the release that much. Thank you all for your patience and understanding!

I know I'm on a different timezone in the UK - it's 12:38PM on 28th Feb, but I'm agreeing with Wayne - there's no banner at time of this comment.

In additiona - where users create a new question - there's no banner :
https://support.mozilla.org/en-US/questions/new/thunderbird/form

I see this banner on Mozilla Support pages (I'm in the U.S. eastern time zone):
Important Notice: We're experiencing email notification issues. If you've posted a question in the community forums recently, please check your profile manually for responses while we're working to fix this.

(In reply to Alice Wyman from comment #136)

I see this banner on Mozilla Support pages (I'm in the U.S. eastern time zone):
Important Notice: We're experiencing email notification issues. If you've posted a question in the community forums recently, please check your profile manually for responses while we're working to fix this.

Confirm - today I'm seeing the banner.

An update, finally with some good news. We've replaced our email backend with a completely new and robust system that provides tracking, and retries of failed emails. We've been testing it heavily -- including with stress tests that are multiple times larger than anything we have in production -- and so far everything looks fantastic. Assuming that we don't need to make any last minute adjustments, we're planning to release it tomorrow.

Update. A few minutes ago, we just released the new email system.

I started receiving email notifications again (edits/translations of Ready for Localization articles and private messages). Everything seems to be working like a charm. (Fingers crossed.)
I want to thank the entire Mozilla team who worked hard to fix this damn bug. Thank you, thank you, thank you! The lack of notifications was really causing huge difficulties in localization and user support.

Comfirm - received my first email on 6 March at 10:51 PM exactly one month since the last. Let's hope it will continue. Many thanks to all concerned.

I can confirm I am now also receiving emails. One dated the 7th 11:16pm and 10 for today.

Perhaps I spoke too soon. I received the same email at 2:49, 2:50 and 2:56 twice but there is only one reply on the website. There is another for 10:06 and 10:03 again with a single reply on the website. So I am getting emails, but apparently a single one per reply is not always enough.
I guess there are errors in the send/deliver process resulting is resends for mail that was delivered.

Today I also got two identical emails from same post.
https://support.mozilla.org/en-US/questions/1497733#answer-1716609

On website the data/time is : 3/7/25, 3:33 PM
Received emails for the one comment sent a couple of minutes apart - that comment was posted by the person who asked the question.
Date: Fri, 7 Mar 2025 23:33:03 +0000
Date: Fri, 7 Mar 2025 23:36:41 +0000

What is also odd - Matt added a comment into the same question only 2 hours later, website date/time: 3/7/25, 5:16 PM
but I've not received an email for that comment and it's now Sat, 8 Mar 2025 13:37

Just to add my experience: I received the first email today, but there were seven copies of it. For my second SUMO response email, I received four copies. I also received a comment from a user where I had answered her post on March 2, but she had received no email notice of it. https://support.mozilla.org/en-US/questions/1496769 But, I am encouraged that the system is starting to work. :)

Regressions: 1952684

https://github.com/mozilla/sumo/issues/2239 Some users are receiving duplicated e-mail notifications

Hello everyone,
After a few days of regular email notifications, for two days now I have stopped receiving all the email notifications for articles to be updated/localized, and I have to constantly check the dashboard to see if there are new articles to edit or translate. Three/four notifications instead of about ten. I don't understand why some arrive and others don't, and what makes them different. I also tried sending myself a private message and it didn't arrive (the other days after the fix it worked regularly).

Update. Thanks everyone for reporting these issues: duplicate emails as well as sometimes not receiving emails as expected. We have fixes coming soon that will address both of those cases.

Update. A little more than 2 hours ago, we released a change which should make a significant impact on avoiding duplicate and missing emails. We still have 2 more changes coming --- hopefully we can release those tomorrow depending on QA -- that should also improve, if not eliminate, duplicate and missing emails.

FYI. A few minutes ago, we released the additional changes that should also help avoid duplicate and missing emails.

(In reply to Ryan Johnson (:rjohnson) from comment #150)

FYI. A few minutes ago, we released the additional changes that should also help avoid duplicate and missing emails.

Ryan, thanks for the news and for the hard work. I sent myself a private message a few seconds ago and received an immediate email notification. An edit to an en-US article has been approved and marked as ready for localization a few minutes ago, and I received the email notification. Fingers crossed…

Ryan, just out of curiosity…
I noticed that in the SUMO email notifications that I receive since March 12 (presumed date of the bug fix) my email address, instead of being "xxx.xxxxx [at] gmail [dot] com" is now "xxxxxxxx [at] gmail [dot] com" (without the dot in the xxx.xxxxx username).
Is this normal? Now I receive everything regularly regardless of the presence of the dot in the username and so it's fine, but I'm curious.
Thanks in advance for a possible answer

(In reply to Michele Rodaro [michro] from comment #152)

Ryan, just out of curiosity…
I noticed that in the SUMO email notifications that I receive since March 12 (presumed date of the bug fix) my email address, instead of being "xxx.xxxxx [at] gmail [dot] com" is now "xxxxxxxx [at] gmail [dot] com" (without the dot in the xxx.xxxxx username).
Is this normal? Now I receive everything regularly regardless of the presence of the dot in the username and so it's fine, but I'm curious.
Thanks in advance for a possible answer

Strange. My email address for SuMo is "xxxxx.xxxxx [at] verizon [dot] net" and my email notifications from SuMo are still coming with the dot in my username, since March 12 up until today.

Hi Michele!
Yes, that's expected behavior in our new email system, but it will only happen with gmail addresses. Gmail ignores dots/periods in email addresses -- so for example, "a.b.@gmail.com" will be delivered to the same email address as "ab@gmail.com", even though "a.b.@gmail.com" is technically an invalid email address (because of the dot before the "@"). One of the third-party Python packages we're using as part of our new email system, doesn't yet know this, so we remove all dots from gmail addresses in order to avoid that package generating false errors.

Thanks Ryan,
that's what I expected because I'm familiar with this weird Gmail behavior of ignoring periods in addresses. My wife has a Gmail address with her first and last name without the dot/period in the middle, but she often receives emails sent from a French association to a recipient in France who has the same username before the @ but with a dot/period between the first and last name...
As for my Sumo email notifications, it's absolutely not a problem, that's fine, but in the case of my wife's Gmail address, that other person's privacy goes to pieces... ;-)

Hi everyone!

Thank you so much for helping out with reporting & testing out the fix for this issue. This one was indeed tricky and hard to debug.

Since everything seems to be working smooth I'm going to close this ticket as fixed.

Please feel free to re-open if things are still not working as expected.

Status: NEW → RESOLVED
Closed: 7 months ago
Resolution: --- → FIXED
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