Overview

End Users may be complaining of spamming from Jive or you may notice that you are receiving unexpected emails in large numbers that appear to be very similar or exact duplicates. These emails can have the same subject and may appear to contain the same information. This article will help you in verifying if the emails are indeed duplicates and will provide instructions on how to resolve this issue.

Solution

• Verifying if the emails are actually duplicates
• Fixing the duplicate email issue
• Further assistance

Verifying if the emails are actually duplicates

Below are steps to follow to help you understand if the emails you received are actually duplicates, or just identical (or almost identical) in terms of their content and delivery time.

1. Every email sent from Jive has a unique message ID, which you can find by looking at the message header.

   • In Gmail, you can view the header by clicking on the ellipsis, then selecting Show original:

     

   • In Outlook, you open the affected email(s) and go to Info > Properties

     

2. Once you see the headers, the important string is the id of the email, otherwise known as the Message-ID. For example:

   Message-ID: <928349537.01587064208933@webapp-rc-g58tl>

   Note: The last part, after the @ symbol, is the webapp node that originated the email.

3. Take note of the subject and Message-ID of a group of emails that you think are duplicates. If the,

   • Message-ID is the same, then it is actually a duplicate email.

   • Message-IDs are different, it is just a group of emails that are very similar (or, in some cases, even identical). This is especially true for high-impact posts or announcements that are being "liked" or commented on by several people. Alternatively, several people may be performing the same action on multiple comments in a document for which you are the author, such as making edits.

Fixing the duplicate email issue

If in step 1 you find any of the following behavior:

• Multiple duplicate IDs.

• DIfferent Message-IDs but repeated emails at regular intervals (for example, every hour).

• The same exact email is triggered multiple times even when the related content has just very few social interactions.

Then please proceed to perform a restart of your instance. Restart procedure,

• For Hosted instances
  • For Hosted instances, you can restart the individual node(s) that are generating duplicate/spam emails. The name of the node can be found in the Message-ID that you have found above.
• For On-premise instances
• For Cloud instances, please contact us for us to perform a restart.

<supportagent>

Agent-only: Follow the instructions listed in Rolling Restart Procedure to perform the restart for the Cloud instances.

</supportagent>

Further assistance

If the restart doesn't resolve the issue, then please contact us so that ATLAS can assist you. If you are not satisfied with the solution provided by ATLAS, then it will create a ticket for you on which you can provide the below information:

• The list of the emails, with subject and IDs attached.

• A consistent sample of the received emails (in .eml format, and then zipped).

• The answers to the following questions:

  • Is it happening just for one content or for multiple pieces of content?

  • Is it happening just for one user, or for multiple users?