Overview

No emails from Jive are reaching your users. E.g. A blog post is created and appears on the news stream - but users following the news stream do not get email notifications

• You have a 3rd party email security proxy (e.g. Mimecast or Messagelabs) that receives emails on behalf of users and then forwards them to Exchange or other mail servers.
• In your email headers, you are seeing errors like the one below:
  • SMTP Status: blocked by anti-spam - filtered by SPF. Domain of em4056.jiveon.jivesoftware.com does not designate 205.139.111.44 as permitted sender

Solution

This is happening because the email is originating from Jive, but is being retransmitted to your users by your email proxy. The email proxy’s IP address is different from the Jive SMTP servers’ IP addresses, and this results in failed SPF validation.

1. This can be fixed by updating the SMTP server in your Jive instance to the SMTP server of Mimecast or Messagelabs.
2. If you are on Jive Cloud, you may need Customer Support to assist with the below change. Hosted and On-Premise customers can make this change themselves.
   1. Open the Admin Console
   2. Navigate to System > Settings > Email Server > Outgoing > SMTP Settings
   3. Update the below settings to those provided by your email proxy provider:
      1. Mail Host
      2. Server Port
      3. Server Username
      4. Server Password
      5. Use SSL
      6. Use TLS
   4. Press Save Changes

Testing

On the Email Server settings page above, you can press “Send Test Email” and send an email to one of your company’s users. If this email reaches their inbox, then other emails should also reach.

Related Articles

• Emails from Jive are Failing SPF Checks
• Checking DKIM and SPF Configuration for a Domain
• Setting up SPF, DKIM, and DMARC Email Authentication with Jive