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Automatic messages aren't uniformly being sent

Posted: September 15, 2020 at 5:25 am


September 15, 2020 at 5:25 am

I’ve set up 22 events and they are all set to automatically send out an Automated Upcoming Event Notification Template 4 days before the event. I’ve just checked and of the events that are taking place on Saturday, only one out of 7 have been sent. As far as I can see, they are all identical with the template being Active on each.

Am I missing something?
This is the group which has sent out the automatic reminders:
And this is an example of a group which hasn’t:

Thanks for your help


  • Support Staff

September 15, 2020 at 7:10 am

Hi Emma,

Since installing that add-on have you updated the events?

I’m guessing the ‘working’ events have been updated with that add-on active but the ones that aren’t haven’t been?


September 15, 2020 at 7:23 am

Sorry to be daft, but which add on should I have installed? Thanks


  • Support Staff

September 15, 2020 at 8:11 am

The Automated Upcoming Event Notification Template is triggered by the Automated Upcoming Event Notifications add-on.

So, I’m wondering if you created the events first, and then installed that add-on and most of your events have not been updated since that add-on was installed?


September 15, 2020 at 2:13 pm

Ah. We bought the Everything package and the events were created after that. What’s weird is that some of the notifications have gone out. All the events were basically completed at the same time as each other, using a template event to copy from.

Of course, I’m probably wrong, but how could I update the events to enable the notifications to be triggered? We really rely on these notifications going out (in fact, one of the main reasons we bought into EE) to get information out.


  • Support Staff

September 15, 2020 at 2:36 pm

Currently, the event needs to have been updated at least once since the Automated Upcoming Event Notification add-on was installed and activated on the site.

Are you 100% sure that you installed that add-on and then created all of the events on the site? Or did you create the events and then install the add-on?

The only time I’ve seen something similar to this is from the former of the above where the events were created first (and to the event doesn’t ave any idea about the AUEN add-on) and then the add-on was installed. If the event has not been updated since the add-on was added that specific event doesn’t know to trigger the additional notifications.

So it sounds like the working events have had something updated on them since the add-on was installed and the others have not, make sense?

To fix (if its the above), you need to edit each of your events and hit update (you don’t need to make any changes).

However, before you do this, there’s 2 message types available for the above add-on

Automated Upcoming Event Notification
Automated Upcoming Datetime Notification

The event notifications sends once for the whole event.

The datetime notifications trigger for each individual datetime on the event.

Looking at your event you have multiple datetimes and I assume you want to use the datetime template, in your above reply you’ve referenced the event template, so I’m just checking you are using the correct template before you do the above?


September 16, 2020 at 3:42 am

We wanted both emails to be sent out – the Event Notification is set to send out 4 days before the first occurrence of the event, and the datetime notification is set to send out 2 days before each occurrence of the events.

I’m pretty certain I have been in to each of the events many times to make changes to various things and Updated them. But our web developer did apply updates yesterday afternoon, after I realised that there may be an update due (we only installed EE in June), so I’m not convinced that this will solve the problem. However, I will whistle through the most urgent events now and see if they send out tomorrow as planned.

Is there a way to force sending if the automation doesn’t send? If not, I’m sure you can imagine the amount of work I’ll have to do to manually send the information…



  • Support Staff

September 16, 2020 at 4:24 am

I’ll happily take a look over the events if preferred and see if anything stands out?

I’ll need log credentials to check which you can send using this form:

If you have FTP access (and don’t mind including that on the form) I can run a couple of queries on the database by installing a couple of plugins and again see if anything stands out with the query.


September 16, 2020 at 4:41 am

I have sent those details over (except FTP access details – but I will get those for you).

Our web guys say that they think the add on you suggested has already been installed, but it looked to me that it might still be able to be added.

I look forward to hearing from you,



  • Support Staff

September 16, 2020 at 6:43 am

Ok, I’m a little confused here as the messages appear to have sent.

The event you linked to:

Has a single ‘Approved’ registration on it, if I search the message activity for that registrant’s email address I can find the Automated Upcoming Event Notification message type in the list, so that did trigger.

Looking through your events it looks like the Event notification triggered when it was expected to. Again as mentioned above the Automated Upcoming Event Notification will only trigger once for an event regardless of how many datetimes are on the event.

Can you let me know which events didn’t trigger the message you expected so I can check those?


September 16, 2020 at 7:04 am

Ah, I think I may have calculated the way you measure days differently to the way I was expecting. So, when the Ledbury messages sent out on Tuesday (which must have been set to send 5 days before), I’m afraid I had a panic. It has been a pretty traumatic month setting up these events and lots of unexpected things have happened! I’m so sorry for wasting your time.

Looks good for the datetime notifications then. They are the real crucial ones.


  • Support Staff

September 16, 2020 at 7:19 am

No apology needed, you’re not wasting my time, we are here to help.

Had me worried for a second as the queries for AUEN are fairly complete and we’ve gone through them multiple times to make sure we caught as many possible issues as we could, this started to sound like something new that we hadn’t seen before.

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