Support

August 27, 2015 at 10:34 am

Hi Craig, what version of Event Espresso are you experiencing this issue with and can you post a screenshot of the emails that appear broken?

https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots

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Lorenzo

August 28, 2015 at 4:47 am

Hi Craig,

Are you using your hosts mail server to send the emails?

Usually when you see HTML within the emails thay are being marked as spam, this can be from within the hosts mail server or the receiving mail server. It is also possible your hosts IP has been blacklisted which would mean all mail would be marked as spam.

The quickest way to test this is to test using another mail server, you can send the mail through gmail via SMTP although we recommend using a transactional email service such as Mandrill or PostMark

We have more information on those services here:

https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/

August 28, 2015 at 7:59 am

Ah, ok.

I wasn’t aware the other templates worked correctly.

Is there a test event I can run a registration on that you can link me to please?

August 31, 2015 at 7:33 am

Hi Craig,

Does that email server have outgoing filtering options that can be temporarily turned off? I ran a test registration and I’m seeing certain words with their letters switched to symbols:

Registration –> http://cl.ly/image/3z083S3q1z0R

Feature –> http://cl.ly/image/3I2Z341b131X

This is also appearing in the font names as well: http://cl.ly/image/3t21231l1T35

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Lorenzo

September 1, 2015 at 6:45 am

Hi Craig,

Have you made any modifications to your Registration Approved template?

If not can you reset the template and retest this please.

You do this within Event Espresso -> Messages -> Registration Approved.

Editing ANY context for that message type and clicking the ‘Reset Templates’ button will reset the template back to default for all contexts (Event Admin, Registrant, etc) – http://take.ms/yG4BL

If you have modified the template, first create a custom template from the default one – http://take.ms/cVdOi

Then you can either reset the default template (as you have a copy of your modified version) in the same way as above, or reset the custom template and assign that template to the test event and re-test.

September 2, 2015 at 8:11 am

Hi Craig,

We believe that this is an encoding issue happening on your local mail server. While you disagree, the mail source shows that certain characters are being switched to others such as an equal symbol.

This is also a different issue that the sporadic CSS in the headers issue that we fixed earlier this year because characters were not being switched in those reports. We also have not received other reports where characters are being switched as you described.

Please take another look at our article here which recommends a transactional email service:

https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/

At the beginning of that article, we provide an overview of how emails are handled by Event Espresso.

If a service like Postmark app, Mandrill, or Sendgrid does not help, then let us know and we’ll take another look at this issue to see if we have overlooked something.

Thanks

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Lorenzo

September 3, 2015 at 4:20 am

I still cannot understand why emails to clients were impacted but not emails to admins from the same transaction? In both cases the users were internal to the organisation, in a test it could be the admin receiving both emails one would be formed correctly the other corrupted.

This was why I requested you reset the templates above. It wasn’t clear if you actually reset the actual template, or simply reset the template by selecting to use the default and it is very strange that one email would work and the other not as they are generated in exactly the same way.

However the content of both of those context’s is different so its possible your mail server does not like some of the HTML used within the Registrant context, but works fine with the Event Admin because its does not have it.

To check you could try creating a custom template from the default, changing the registrant context to use the same content as the Event Admin and test a registrationn on a test event that is using that template.

Or you could just remove most of the content from the registration context and leave a simple table within the main content, like this – http://take.ms/ACCJ9

That’s using this code – https://gist.github.com/Pebblo/d777ac036706d56729ea
(Switch to text mode, select all and paste that within the main content section, its just a very simple table)

Does the same happen with the registrant email then?