MS Planner - User not receiving e-mail notification for comments on own Tasks

Question

Hello everyone,

we have a Problem with MS Planner and the e-mail notifications on comments. We are working on a plan with 8 members. Everything worked fine until last month. One User isn't recieving any notifications for comments on his own tasks. This stopped working suddenly.

If the task was assigned to the user or the user was part of the assigned team, the user received a notification for comments. Today the user is only receiving a notification about a new comment, if the user posted comment before... Difficult to stay on updates. A Workaround was, that the user needed to comment, every time he is assigned to a new task, but solution is annoying. 

Most strange thing: For everyone else, it's working fine.

Does somebody have a solution for this problem?

Answer 1

Hi Rene,

We appreciate that you posted back and shared the detailed information with us. We also appreciate that you spent your precious time doing those tests.

Per your description, it seems that you have tried removing this account and re-adding again, however, the same problem still persists. And you have checked the existing plans, you found this problem occurs on all planners and even new plan.

Given this situation, this issue may be related to specific user account. We do understand the inconvenience caused apologize for it. This issue may be related to your account and may need to be checked from background. The best way to troubleshoot the issue is to report the issue to the related Team. So we suggest you contact the administrators in your organizations and open a support ticket in the Office 365 admin center via the steps in the article for further help. The support team there has the correct escalation channel for this case. This is also the most efficient way in handling this kind of issue.  

Your understanding and patience will be highly appreciated.

Best Regards,

Sukie

Answer 2

Hi Rene,

Thank you for posting back again.

For your question about “Could it be helpful do delte and reinsallt the planner app for the Team”, based on your troubleshoot results, this issue most likely related to this user’s account instead of Planner, so we’d still suggest you contact your IT admin to raise a ticket. This is the best way to solve this problem.

Thank you for your patience so far.

Best Regards,

Sukie

Answer 3

Hello Sukie,

thank you for you help and you answer - much appreciated!

I will contact our IT department with your recommendation. 

One final guess: Could it be helpful do delte and reinsallt the planner app for the Team? Or do you think this is to much effort for this problem?

Thank you, best regards and stay healthy!

René

Answer 4

Hello Sukie,

thank you for your response!

Problem in short: One User of our plan isn't recieving an automatic e-mail, about a new comment of a task, of which he is part of. No matter if he created the task or is part of the assigned team. Exception or Workaround: After the user commented, he is recieving updates as usual.

For the others it's working fine.

What I did to clarify the problem:

• Removed the user from the plan and the group and added him again -> No effect
• Checked existing plans with this user or added him -> Same problem. Looks like the user is the problem
• Created a new plan inside the web app of planner -> Same Problem

If I remeber correct, i created the plan inside the MS Team app.

Hopefully these infos may help you!

Thank you in advance!

Answer 5

Hi Rene,

Thank you for querying in this forum. We do understand the inconvenience caused and apologize for it, and we will try our best to help you.

According to your description, it seems that you have created a planner with 8 members, suddenly, one user cannot receive any notifications for comments from his own tasks.

However, if a task has been assigned to this user or you assign the task to whole team, the users will receive a notification for comments. As a workaround, every time this user is assigned a new task, this user may need to comment.

May I know if my understanding is right? If so, we have tested it on our side, and we cannot reproduce the same situation as yours. Given this situation, we’d suggest you remove this user from this plan then re-add again to check if the same problem will occur.

If the same problem still persists, to narrow down this issue is related to user account, could you provide the information below?

1.      May I know if all plans have the same problem? You can create a new planner and assign a new task to this user to check if the same problem will occur.

2.      We noticed that you posted this thread under Teams category, may I know if your created this planner in Microsoft Teams?

Best Regards,

Sukie