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Bob Randklev
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March 24, 2015 at 5:17 am
Monday morning our client let us know some of their customers were getting 10-20 duplicate registration confirmation emails when they would register and pay for a class.
As the day went on the client was also getting multiple emails????
We haven’t added any new plugins but there have been plugin updates.
We went into maintenance mode and disabled/re-enabled all plugins and seemed to help for a a few hours but problem came back.
To confirm this is the Registration Notification
The server error log is empty but we haven’t enabled logging on EE yet.
Any ideas, have you seen this before?
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Bob Randklev
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March 24, 2015 at 9:08 am
It’s becoming quite rampant, more and more customers are saying they are getting up to 50 copies of the registration confirmation???
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Tony
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March 24, 2015 at 10:29 am
Hi Bob,
Do you run your emails through a service such as Mandill or PostMark?
I’m wondering if this is an issue with EE triggering multiple emails, or the mailserver is having problems and sending multiples. Its possible (although we’ve tried to reduce it as much as possible) for multiple emails to be triggered if 2 requests come in at the same time (so you receive 2 sets of the same messages, 1 set for each request), but you should never have 10/20/50 copies.
The above services (if you are using them) will have logs showing how many times the email was sent by your site itself.
If not can you install a plugin such as WP Mail Logging and monitor how many emails are being triggered and logged there.
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Bob Randklev
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March 24, 2015 at 10:58 am
I’ve installed the plugin to monitor for duplicates being sent.
This site is hosted on WPEngine… could their email server be the problem?
Wp_mail is the default for EE correct?
No we aren’t using an external email service
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Tony
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March 24, 2015 at 11:13 am
wp_mail() is used for all email from you site email.
When a message is triggered within EE, EE collects all of the information, builds the email content then sends the details to wp_mail()
wp_mail() usually just adds a little bit of info and simply passes the email to your server (which can do any number steps) which then passes onto your mailserver etc.
Just to confirm (although I don’t think this would cause this), as you mentioned WPEngine, have you contacted them previously to exclude the EE4 critical pages from cachine? More info here https://eventespresso.com/wiki/setup-nocache-exclusion-rules-event-espresso/
Yes it could be that their email server is having problems and sending duplicates. You may want to check with them on this.
If you could monitor the emails being triggered from your site using the logging plugin we can see if EE is actually triggering that many duplicates, or its elsewhere.
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Bob Randklev
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March 25, 2015 at 1:52 pm
After installing the mail tracking plugin and the EE4 update last night the client says the duplicate emails have stopped.
Was there something in the update?
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Josh
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March 25, 2015 at 6:11 pm
Hi Bob,
There wasn’t anything in the update that was pushed out that was added for duplicating emails.
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Bob Randklev
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March 28, 2015 at 7:24 am
Well I spoke too soon, client called Friday and said customers are still getting multiple copies of their registrations and payment confirmations.
I confirmed this is true looking at the WP Mail log.
The only other “oddity” was Akismet kept dropping it’s API key so I disabled and went to another anti-spam plugin.
Any other ideas?
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Tony
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March 28, 2015 at 2:17 pm
Hi Bob,
Is it 2 ‘sets’ of emails or more?
By default there are are 2 emails that a registrant should receive when they pay, the registration approved message and the payment received message (+ the ticket message if the add-on is active)
So is it now that they receive 2 each of those or are they once again receiving 10/20 copies?
When looking through WP Mail Log do you see more than 2 of each of these emails being sent to the registrant?
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Bob Randklev
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March 28, 2015 at 2:57 pm
Yes one email will get multiple copies of the payment and registration
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Josh
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March 30, 2015 at 9:19 am
Hi Bob,
Can you answer these two questions that will help us understand how your site is set up?
Which payment method is being used?
Is this happening for all events or only some of them?
For the events that this happens with, what is the default registration status?
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Bob Randklev
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April 10, 2015 at 8:41 am
Client called today and they are still getting calls about multiple registrations being sent. I made this copy from WP Mail Log to confirm it’s happening:
Are we the only ones reporting this problem?
We are on the latest WP, EE hosted on WPEngine.
What else can we troubleshoot?
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Lorenzo Orlando Caum
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April 10, 2015 at 9:04 am
Hi, could you confirm that your critical pages for WP Engine have been excluded from their cache?
https://eventespresso.com/wiki/setup-nocache-exclusion-rules-event-espresso/#managedwphosting
—
Lorenzo
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Bob Randklev
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April 10, 2015 at 11:00 am
I’ve confirmed with WP Engine these pages are excluded:
On the first point, here is the current list of cache exclusion rules:
[0] => ^/events
[1] => ^/registration-checkout
[2] => ^/transactions
[3] => ^/thank-you
[4] => ^/registration-cancelled
[5] => ^/class-registration
They dug into logs and found this PHP error… does this help?
[Fri Apr 10 14:51:13.993377 2015] [:error] [pid 5428] [client 199.59.177.202:16249] PHP Warning: file_put_contents(/nas/wp/www/cluster-30002/streetsmarts/wp-content/plugins/event-espresso-core-reg/core/third_party_libs/dompdf/lib/fonts/Helvetica-Oblique.afm.php): failed to open stream: Permission denied in /nas/wp/www/common/production/php_prevent_flock.php on line 22, referer: https://streetsmarts…eea&GRP_ID=11&id=12999
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Bob Randklev
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April 10, 2015 at 11:05 am
I just had an idea, we are using the Mijireh checkout for MC/Visa so I have this page excluded from cache also:
mijireh-slurping-page/
Any other or ideas… the email problem is only with credit card check out.
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Josh
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April 10, 2015 at 7:17 pm
Hi Bob,
As far as we know, this is the only site where this has been reported.
I asked you a few questions before, and your answers will really help for troubleshooting. They are:
Which payment gateway is set up in Mijireh? Some examples include First Data, Authorize.net SIM, or Stripe. Can you find that out?
Is this happening for all events or only some of them?
For the events that this happens with, what is the default registration status?
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Bob Randklev
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April 11, 2015 at 6:56 am
Josh sorry I didn’t see your questions, just Lorenzo.
Yes this is First Data with Mijireh
All events with credit card process, not for those paying by check.
Registration status is Approved
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Josh
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April 13, 2015 at 9:44 am
Hi Bob,
There’s a payment gateway log in Event Espresso > Payment Methods, then click the Logs tab. You can view the logs for each transaction from this page. There should be 3 records for each transaction, 2 of the logs will have response code. Can you check the response codes for one of the more recent transactions?
You can also check the response codes for an earlier transaction from before the duplicates started happening.
What may be happening is Mijireh is not receiving a response from your server, then it sends more payment notifications, which leads to more emails.
Since you mentioned earlier that temporarily deactivating some other plugins seemed to help, can you check to see if any of these were security plugins that may be blocking the communication between your server and Mijireh?
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