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Jean Watson
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January 21, 2014 at 12:27 pm
Hello – I am using WP 3.8 and EE 3.1.36.3.P
I am no longer receiving confirmation letters after registration. I have EE installed on several of my sites and have not experienced any issues; but they have recently stopped sending on this site (watsoncaringscience.org)
I have used the Check Email plugin and email does work. I have checked Spam folders as well; and they are not going to spam.
I have read your recommendations for WP Mail SMTP. I have installed this plugin but I am unable to use it with our current mail server; SmarterMail. So my IT guy is recommending setting up a new email with our Go Daddy account in order for the plugin to work. I don’t find that a viable solution because that is another email the admin will have to check.
In addition, I feel that is adding too many layers to this issue.
Do you have any additional recommendations??
I appreciate your help!
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Jean Watson
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January 21, 2014 at 12:52 pm
Not sure if this is related or not, but just tried to manually register someone for an event and received this error: SMTP -> ERROR: Failed to connect to server: Connection refused (111)
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Jean Watson
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January 21, 2014 at 1:21 pm
Update: not related – it was the WP Mail SMTP plugin, which I just deactivated.
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Dean
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January 22, 2014 at 1:44 am
Hi,
It sounds like a server issue, especially with the WP Mail SMTP error: have you spoken to your host regarding this?
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Jean Watson
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January 22, 2014 at 3:01 am
Hi Dean, I have not checked with my host yet. But I did install then Check Email plugin and the test worked, so I don’t think that is the issue.
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Dean
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January 23, 2014 at 1:33 am
Hi,
Is this site on a different server to your other sites? Does this site run different plugins or theme?
If the site is on a different server to the others I would strongly suggest speaking to your host, especially after the error with WP Mail SMTP.
If it is on the same server then I would suggest troubleshooting by disabling all plugins barring Event Espresso and testing. If it works then its a plugin issue.
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Jean Watson
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January 23, 2014 at 4:39 am
Hi Dean – just to clarify, the WP Mail SMTP error was a result of the WP Mail SMTP plugin. I deactivated that plugin and the issue is no longer there.
I just deactivated all of my plugins except EE and Event Registration and the confirmation email was not received.
I did another check using the Check Email plugin and received the email, so emails are being sent.
Yes, this site is on a different server than my other sites. But that isn’t the issue as these confirmation letters DID work previously for an event we had in December.
Here are the settings:
Under General
Send payment confirmation emails? Yes
Send registration confirmation emails before payment is received? Yes
Use fancy email headers? Yes
On the event page:
Send custom confirmation emails for this event? Yes
Use a pre-existing email [Select Value]?
I am using a custom email for this particular event
I appreciate your help. Thank you!!
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Tony
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January 23, 2014 at 4:44 am
Hi Jean,
Can you try setting ‘Use fancy email headers?’ to No and retest please?
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Jean Watson
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January 23, 2014 at 5:05 am
Hi Tony – tried that. Still no emails…
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Dean
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January 23, 2014 at 5:19 am
Is it possible to get your login details in order to look into this?
If so, please send them via https://eventespresso.com/send-login-details/
NOTE: login details need to be Admin level and FTP details are appreciated.
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Tony
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January 23, 2014 at 5:24 am
Just to clarify when your emails worked were you using your hosts (GoDaddy) SMTP server or your own using WP Mail SMTP?
When you send the test email from Check Mail, what email address does this email come from? (If you’d rather keep this private please email to support@eventespresso.com)
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Jean Watson
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January 23, 2014 at 5:33 am
Hi Dean – yes I will send you the login details and FTP info.
Tony – I was using EE’s email function when the emails worked; I did not use any plugins.
The test emails said they came from WordPress, but it was my email personal address; not the info@ email address that’s indicated in the set-up. The message said:
This test email proves that your WordPress installation at http://watsoncaringscience.org can send emails. Sent: Thu, 23 Jan 2014 04:26:04 -0700
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Dean
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January 24, 2014 at 12:50 am
Hi Jean,
I’m not seeing the cause of the issue here, though I can see that the emails are not going out.
Some things to try:
1) Troubleshoot – disable all other plugins except EE and see if the mails go out. If they do, then another plugin is conflicting.
2) Refer to your host. Generally email issues are server related. It’s weird that the check email plugin functions though, so it may be worth a discussion with your host to see if they have changed anything recently or can pinpoint the blockage.
3) Try a service like Mandrill (its premium but has a generous free account) to see if that can resolve the issue.
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Jean Watson
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January 24, 2014 at 2:36 am
Hi Dean – thanks for looking into this. I already tested step 1 and the confirmation letters did not send. I can check with my host, however I’m not sure how helpful they’ll be with a plugin. I’ll look at Mandrill as well but really don’t want to add another layer (or cost) to this, especially since it WAS working. This is really frustrating. Has any of your other support staff had an issue like this so that they may be able to shed some light? Would appreciate their input. Thank you!
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Dean
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January 24, 2014 at 4:41 am
Hi Jean,
It is fairly common that emails fail to send and usually it is a server issue (it can be as simple as them changing a setting at their end) or a using a service like Mandrill can resolve.
We test Event Espresso daily and at every step of the way so we know that the emails do go out with most hosts (support staff use a variety of hosts).
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Jean Watson
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January 24, 2014 at 5:31 am
Ok, thanks Dean. I hope the Host can provide some insight… thank you.
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Dean
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January 27, 2014 at 1:32 am
Please let me know what they say.
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Jean Watson
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January 28, 2014 at 1:03 pm
I finally heard back from the hosting company. They said that there have not been any changes to the hosting account since last November. And we were able to receive email confirms with an event we held in December.
They did a test on the email info@watsoncaringscience.org (this is the email that the confirms are sent from) and it was not blocked.
They tested their form mailer and it worked.
They told me to tell you that the account is a shared Linux hosting account with a dedicated IP.
The IP address is 184.168.36.180 and that they are using php v. 5.2
I believe you have updated your EE version a couple times since December if I’m not mistaken.
Is it possible there there is some conflict that occured with those updates??
I even had the folks that are hosting our email account (SmarterMail) take a look at this to try and help me figure it out and they were unable to locate the issue.
I really need a resolution to this issue… Can you take another look at it please??
Thank you!
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Dean
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January 29, 2014 at 5:35 am
I would like to run some tests (create a test event, register, send emails etc).
Is it possible to get your login details in order to look into this?
If so, please send them via https://eventespresso.com/send-login-details/
NOTE: login details need to be Admin level and FTP details are appreciated.
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Dean
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January 30, 2014 at 1:36 am
Hi,
Thanks for the login details.
I tested the registration emails by adding my email to an events “alternate email address” and also by changing the site email in the Event Espresso General Settings to my email (everything is now back to the original settings).
I received both the admin and attendee emails with every test I did. I cannot see anything wrong with the system emails at all.
As such I would say that there is an issue with the email address/email server.
Can you try using a different email in the General settings and see if that works?
Alternatively you could try WP MAIL SMTP plugin to see if that helps, or a service such as Mandrill or Postmarkapp to take over the sending of the emails. We have a plugin that will integrate a WP install with either service:
https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/
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Jean Watson
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January 30, 2014 at 5:11 am
Hi Dean – thank you for running your tests. I ran a few of my own based on your suggestions. What I have discovered is that one particular event is not sending emails. I did tests with several of the other events, and I did receive the email confirmations.
However this event: http://watsoncaringscience.org/event-registration/?ee=45 (Feb 12) is not generating an email and neither did an earlier, similar event – http://watsoncaringscience.org/event-registration/?ee=44 (Jan 22) – which, incidentally had a very similar custom confirmation letter. THAT is the only thing that really differentiates these events from the others – other than the fact they they are free.
The December event that DID generate a custom confirm is: http://watsoncaringscience.org/event-registration/?ee=40 (Dec 11). It too had a similar, lengthly custom email – but we did not have any issues with it.
I am pretty sure I used the Duplicate feature to recreate these.
Could you take a look at the event set up and see if there is some setting that is prohibiting these confirmation letters?
I realize I could try and set up a new event but the link to the Feb 12th event has already been sent out and I really don’t want to change it…
I really appreciate your time with this. I would rather not add another plugin to solve this if I don’t have to; at least it appears as if we are narrowing down the issue.
I look forward to your thoughts. Thanks!
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Dean
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January 30, 2014 at 5:41 am
Hi,
Yep it’s something to do with the custom email itself, swapping it over to the email in the email manager worked, but the default confirmation email didnt.
The thing is, I added that email to my test server and it sent fine.
I also added an email to the email manager on my test server and it all worked fine.
However, on your site I set the email up as an email in the Email Manager, assigned it to the event and it worked fine.
While it should already work as is, perhaps using the email manager is an effective workaround.
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Dean
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January 30, 2014 at 5:41 am
PS I left the email active on the event so that it works for any customers.
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Jean Watson
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January 30, 2014 at 5:58 am
Absolutely brilliant! I just tested it and it worked! What a relief! Thank you for helping me with this Dean – you really went the extra mile and I truly appreciate it!!
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Dean
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January 30, 2014 at 6:15 am
You’re welcome! Though I wish I could figure out why it didnt work in the first pace as everything looked in order, but the main thing is that you have it functional on your site.
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Jean Watson
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January 30, 2014 at 10:18 am
indeed!
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