Overview

Not all space followers, author followers, and mentioned users are receiving notification emails when content is created or files/documents are uploaded

• Some users are not receiving email notifications for new comments, questions, discussions, documents, and content in some spaces.
• Other users are receiving email notifications for the same.
• You may have restructured a Space in Jive recently.
• Your settings are configured properly:
  • Inbox Activity has “Email” checked for “All Activity”
  • Inbox Direct Social Actions has “Email” checked for “All Activity”
  • Inbox Moderation has “Email” checked for “All Activity”
  • “Following” news stream has “Email” checked for “All Activity”

This affects your Jive Cloud Instance and/or the Aurea Worx portal.

Information

This is a known issue with Jive Cloud versions older than 3006.8. It was fixed in 3006.8. It affects spaces that have more than 10 followers.

<supportagent> See JVCLD-117117, which was a regression fix for JVCLD-108440.

To ensure that the customer problem matches this known issue, look for entries like those below, in Kibana logs:

ERROR    unable to insert user(347501) notification settings StreamNotificationPreferenceImpl{id=-1, userID=347501, streamID=347501, receiveMobile=false}  com.jivesoftware.community.mobile.push.activity.StreamAssociationListener
"exception":"org.springframework.dao.EmptyResultDataAccessException: Incorrect result size: expected 1, actual 0
"exception":"com.jivesoftware.base.database.dao.DAOException: Object StreamNotificationPreferenceImpl
ERROR: insert or update on table \"jivestrnotpref\" violates foreign key constraint \"jivestrnotpref_user_fk\"\n Detail: Key (userid)=(835225451763867648) is not present in table \"jiveuser\"

</supportagent>

It could also be related to a different known issue that has been fixed in Jive Cloud 3006.5 (issue code: JVCLD-43373).

<supportagent> See JVCLD-43373.

To ensure that the customer problem matches this known issue, look for entries like those below, in Kibana logs:

"level":"ERROR","logger":"com.jivesoftware.base.event.v2.EventDispatchStats",
"message":"Event handler [class com.jivesoftware.community.impl.blog.BlogPostEventListener] took too long (1773 ms) to process event 

</supportagent>

Jive Cloud is automatically upgraded to the latest version, however sometimes due to customer requests this is not done. You can check your Jive version and contact customer service to upgrade it (for Cloud), in case you are on a version older than 3006.8.