(3.x) Mailer Library

Troubleshooting mailer library version mismatches

A mailer library version mismatch is reported

When clicking Get Started from the S/Notify app entry in Manage Apps, or upon display of one of the S/Notify configuration pages, a library version mismatch is reported:

This means that S/Notify has checked if

the mailer library has been installed
has been activated
is the correct version

and at least one of these checks has failed.

Solution

First, check the error message for the identified mailer library version (displayed in parens). Proceed depending on the exact problem message as explained below.

Does the error message report a different version?

In this case, the mailer library is available and active, but it is not the same version as the Marketplace app.

To solve the issue, please double-check that

→ you have copied the mailer library in the correct version to the correct directory WEB-INF/lib

→ you have not copied the GUI plugin to this directory by accident

→ you have removed any other mailer library version from WEB-INF/lib

→ you have restarted Jira after the installation of the mailer library

Does the error message report the version as not available?

In this case, the mailer library has not been found at all. This may be due to one of the following problems:

it’s not installed
it couldn’t be loaded
the internal tests failed

To solve the issue, please double-check that

→ you have copied the mailer library to the correct directory WEB-INF/lib

→ you have not copied the GUI plugin to this directory by accident

→ the mailer library is either world-readable or at least readable by the user under which the Jira, Confluence or Bitbucket runs

→ you have restarted Jira, Confluence or Bitbucket after the installation of the mailer library

Multi-node Data Center customers will need to check this on each node.

Check other possible problem causes

If, after you have performed the above checks, the problem persists, please continue to check the following possible causes.

Are you running Jira 8.10–8.11 or Jira Service Desk 4.10–4.11?

These Jira releases come with a duplicate Java mail library. In Jira 8.10, Atlassian updated Java mail library to jakarta.mail-1.6.5.jar, but unfortunately, they did not remove the older mail library version 1.6.2 which has an issue that prevents S/Notify from working properly. Atlassian has fixed this problem in Jira 8.12.

To fix this issue, please

remove javax.mail-1.6.2.jar and javax.mail-api-1.6.2.jar from WEB-INF/lib
restart Jira
check again

For more details about this issue, please see (3.x) Resolved Issues | Duplicate-Java-Mail-Library.

Multi-node Data Center customers need to apply this fix on each node.

Are you running Confluence 7.0–7.4?

These Confluence releases come with a broken Java mail library. In Confluence 7.0, Atlassian updated Java mail library to javax.mail-1.6.2.jar, but unfortunately, this version has an issue that prevents S/Notify from working properly. Atlassian has fixed this problem in Confluence 7.5.