Overview

One user or a few users are not receiving any community digest emails. Other users are receiving them.

They are not in the user’s spam folder
You have turned off Community Digest and turned them back on - that made no difference.
The user’s notification preferences have “Everyday Summary” selected

Workflow

Instructions

Enable Digest System Properties

Follow the article "Globally Disabling/Enabling Digest Emails" to ensure that Digest Emails are enabled for the affected users. Also, configure digest-related system properties as per this article on Configuring Email Digests.

An example of good system property settings is:

jive.digest.enabled = true
jive.digest.email.sendDay = 5
jive.digest.batchSize = 500
jive.digest.email.sendHour = 0
jive.digest.frequency = 2

Check Digest & Inbox Email Settings

You can start by following this article on Configuring Jive Email Notification Preferences, to ensure that the affected user has email notifications configured properly for Inbox Items and Digest Emails. An example of settings that should work is below:

These settings would send Inbox Notifications in a Daily Digest email.

Make sure that the user is following one or more Places that have activity, and not only following spaces that have no recent activity.

Browse to a Group/Space that the user is following, and click the "Following" dropdown. Make sure that it is set to follow the Space in the Inbox.

Enable DEBUG Logging & Reproduce

Enable Email Debugging and restart the instance. You can enable Email Debugging under "Admin Console > System > Settings > Email Server" by toggling "Mail Debugging".

Configure the following logging override: com.jivesoftware.community.eae.mail.engagement.DigestEmailManagerImpl to DEBUG level.

You can find the correct class to set an override for by reviewing the code (You will need access to the jive-all-viewers team in Github). For example, in HOPS instances the com.jivesoftware.community.eae.mail.engagement.DigestEmailManagerImpl is the correct one, and it has debug statements like:

log.debug("Start processing debug emails for " + tz);

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To reproduce, ensure you have notification settings set up as per the previous step. Then create a discussion in the space that the affected user follows, and add some replies to it. This should generate (or try to generate) a Digest Email at the time configured in step 1 of this guide.

Check for Template-Related Errors

Look for errors in sbs.log and sbs-email.log

Errors like the below indicate custom template issues. Details of the error message can give you clues on where in the template the error lies.

1. ERROR freemarker.runtime - Error executing FreeMarker template FreeMarker template error: The following has evaluated to null or missing: ==> content.commentDelegator [in template "engagement.digest.email.textBody:en_US"
2. ERROR pre.DefaultOutgoingMailProcessor - Could not determine an email body: text body key = null html body key = null
3. Failed at: #if (content.commentDelegator.comment... [in template "engagement.digest.email.textBody:en_US" at line 70, column 9]
4. Failed at: #if (content.commentDelegator.comment... [in template "engagement.digest.email.htmlBody:en_US" at line 160, column 105]

Compare Custom Templates with Default Templates

You can try to debug and fix the templates, or you can replace them with out-of-the-box templates (attached to this article). It also helps to compare the code of custom templates against that of out-of-the-box templates to isolate errors.

See article: How to Edit or Modify Email Notification Templates.

Check for Error on Other Nodes and Templates

It is possible that the same error exists in multiple templates, especially if they were created by copying one source template. For example, in one ticket, the customer had created a custom EN locale template, with an error in the code. This template was then copied into multiple English local templates like EN_SG, EN_US, EN_IE etc. When the error was fixed in the EN_US template, the problem still existed for users who were set to use other English locales.

See ticket #2746516

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Also make sure that the change is made on all web-nodes, as the change may not necessarily propagate from one node to another. If the change is not made on a node, then any user who is getting emails from that node will be affected.

Troubleshoot Emails Further

There are a number of articles that you can follow to further troubleshoot email notification issues:

Articles in this section

Digest Emails Not Going to Some Users - Troubleshooting Guide