Troubleshooting emails fail to be sent out from Hipchat Server

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Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.

Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible


Emails are not being sent out from Hipchat Server. Users never received the following email notifications:

  • Account confirmation email
  • Password reset email
  • Missed notification (mentioned in rooms or 1-1 chat when user is offline) email

Cause & Resolution

The root cause of the issue varies depending on the errors you're seeing in the logs and from the output of mail queue in the server. Whenever you encounter failure to receive email notifications issue, you can check further on the followings:

  • Double check your SMTP relay email configuration (if any) from https://server-fqdn/server_admin/email. At times, wrong relay host is configured.
  • Make sure your Mail Server can successfully communicate with Hipchat Server. You may run ping test, ping the Mail Server from Hipchat terminal and vise versa.
  • Find related errors in /var/log/hipchat/mail.log*
  • View the output of mailq command - you can run this from server terminal/command-line interface*

*The error message is usually self-explanatory and would point you out to the root cause.

Sample error from the logs:

status=deferred (Host or domain name not found. Name service error for type=MX: Host not found, try again)

When you see this error, you can check the DNS and see if it's resolving correctly. If the DNS is pointed to a private DNS server on your
VPN, you can try to update the configuration and point it to Google public DNS server instead via this command: hipchat network -r Emails should be coming through afterwards.

If you require further assistance, please contact support at



Last modified on Jan 19, 2018

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