Overview

You get an email from "Mail Delivery Subsystem" (MAILER-DAEMON) with a fatal error when accepting Jive event invites in Outlook.

• You select the option to “add an event to calendar” in Jive.
• You are taken to your email client (Outlook, Gmail, etc.), where you can “accept” the invite.
• After accepting the invite, you receive an email with an error message: “----The following addresses had permanent fatal errors —-” and “reason: 553 … address unknown”

Prerequisites

This is applicable to Hosted and On-Premise Instances.

Solution

The Outlook error you see is due to the event attempting to send an email to 'event-people-<username@email>'. This is an invalid email, hence the 'address unknown/fatal error' Outlook then displays. This is a known issue (JVHOPST-12365) that was fixed in Jive HOPS 9.1.0. In order to resolve this problem, please upgrade your Jive instance to the latest version.

There is a workaround that you can use as well:

1. The reason emails are being sent to the 'event-people-<username@email>' addresses is because the 'Enabled Advanced Email Tools' option in Admin Console -> System -> Settings -> Advanced Incoming is checked as per the screenshot below:
2. If you are not using Advanced Email Tools features, you can uncheck this option and this should also solve the issue with emails being sent to 'event-people-<username@email>' addresses. You can read more about this option and its configuration from our Configuring advanced incoming email monitoring document.

If you are unsure if you're using any Advanced Email Tools features, you can check via the following steps:

1. Essentially, your organization emails would have been redirected to Jive webapps on port 25 and then would be redirected by a firewall rule to port 2500 for the handling of all your organization emails that are sent to jive.
2. If you have root access to the Jive web apps server you should see the port been redirected if the advanced incoming tool was configured via the commands below:As you can see from the output, there has been a redirect to port 2500.
3. If you don't have root access, test if you connect to port 25 of the Jive webapps using Telnet and test if you see the ESMTP banner message as below:If you get the ESMTP banner message, this may be an indication that the advanced incoming email is set up. If you can't connect because the port is closed then probably you are not using the Advanced Email tools.
4. Check if there has been any redirection of emails to the Jive webapps. This means your Jive webapps should be accessible from the exterior on port 25 and that there is likely an MX record created for the jive subdomain you are using as explained in the article linked above.

If you do not see any indication that any advanced email settings have been configured, you can uncheck the Enabled Advanced Email Tools option. You can also test this first on a Test Instance.