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Email notifications not coming through from bookings!

Posted: June 2, 2020 at 7:32 am


bruce101

June 2, 2020 at 7:32 am

Since WordPress 5.2 there is a built-in feature that detects when a plugin or theme causes a fatal error on your site, and notifies you with this automated email.

In this case, WordPress caught an error with one of your plugins, Event Espresso.

First, visit your website (https://www.abclifesupport.co.uk/) and check for any visible issues. Next, visit the page where the error was caught (https://www.abclifesupport.co.uk/wp-admin/admin.php?page=espresso_messages&action=send_now&MSG_ID=549&send_now_nonce=fb0db31171) and check for any visible issues.

Please contact your host for assistance with investigating this issue further.

If your site appears broken and you can’t access your dashboard normally, WordPress now has a special “recovery mode”. This lets you safely login to your dashboard and investigate further.

** REMOVED **

To keep your site safe, this link will expire in 1 day. Don’t worry about that, though: a new link will be emailed to you if the error occurs again after it expires.

When seeking help with this issue, you may be asked for some of the following information:
WordPress version 5.4.1
Current theme: Bridge Child (version 1.0.0) Current plugin: Event Espresso (version 4.10.6.p) PHP version 7.3.8


Tony

  • Support Staff

June 2, 2020 at 8:17 am

Hi there,

Posting the recovery link publically isn’t a good idea so I’ve removed it from the above view.

The above can be considered the ‘front end’ error shown but to troubleshoot this we will need the ‘full’ error. Your host will usually have a section within your control panel to view errors thrown, if you check there can you see any ‘fatal errors’ thrown by Event Espresso?


bruce101

June 8, 2020 at 7:24 am

Hi Tony, the issue relates to messages not being generated when someone books an event at http://www.abclifesupport.co.uk. Registrations are showing, Stripe payment notifications are working, but it appears no emails are generating. There are no other signs of anything being wrong, including no fatal errors in cPanel. Any ideas? Anything we can try to get things working?


Tony

  • Support Staff

June 8, 2020 at 7:28 am

You must be getting fatal errors somewhere if you are getting the initial email you posted but there’s no additional information in that initial post so I don’t know how you trigger it.

If you go to Event Espresso -> Messages.

Can you see the messages listed there? If so what colour ‘status bar’ (the bar to the left of the messages) do they have?


bruce101

June 8, 2020 at 7:36 am

The status bar is pink for the most recent registrations, though I’m sure not all the message types that are supposed to be generated are showing. Am I able to attach a screenshot?


bruce101

June 8, 2020 at 7:37 am

No further error emails have been generated by WordPress since last Monday, 1st June.


Tony

  • Support Staff

June 8, 2020 at 8:21 am

Am I able to attach a screenshot?

Yes, you need to host the image and post the link here.

We have some suggestions on how to add screenshots here:

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

No further error emails have been generated by WordPress since last Monday, 1st June.

Where do you see that?


bruce101

June 8, 2020 at 8:29 am

This reply has been marked as private.


Tony

  • Support Staff

June 8, 2020 at 2:36 pm

Hmm, ok. For them to get that point and and fail would normally mean something has changed with your mail set up.

Do you send your mail through Gmail etc or is it hosted all through the same host as your site?

Go to Event Espresso -> Messages -> Settings.

You’ll see the ‘Generate and send all messages:’ setting.

Set that to ‘On the same request’ and save. Now add a test registration to a free event, do the emails send then?


bruce101

June 9, 2020 at 2:01 am

As far as I’m aware, mail is sent through the same host as the site.

I’ve changed the settings as suggested & set up a free test event. I kept being presented with the following screen – https://www.abclifesupport.co.uk/wp-content/uploads/2020/06/Registration_Checkout_ABC_Life_Support_CIC.png

On viewing the registrations screen, I could see that there were 4 approved registrations for the event, equal to the number of times I had tried to register.

Here is a screenshot of the message screen – https://www.abclifesupport.co.uk/wp-content/uploads/2020/06/‹_ABC_Life_Support_CIC_—_WordPress-1.png. The messages appear to be stuck in executing again. If I click “send immediately” icon, I get a critical error message. As of yet, no messages have been received.

I am now going to check our error log & report back.


bruce101

June 9, 2020 at 2:29 am

Having switched on debug mode in WordPress, I clicked the “send immediately” icon next to one of the message in the queue & got the following error – https://www.abclifesupport.co.uk/wp-content/uploads/2020/06/WordPress_›_Error.png

As of 9.30am BST, all messages relating to free test event registrations are showing as “messenger is executing”. The global message generation setting is still set to “on the same request”.


Tony

  • Support Staff

June 9, 2020 at 4:23 am

Have you moved servers or been altering/moving files using FTP?

The error in your screenshot usually means there are missing files from your EE install, that can happen if you’ve installed EE using FTP and a file skipped/failed.

Try re-installing Event Espresso through the plugin manager on the site, you can follow the steps posted here:

https://eventespresso.com/topic/this-registration-step-cannot-be-completed/#post-182654


bruce101

June 9, 2020 at 6:47 am

Many thanks, Tony – this appears to have fixed things. Registration for the test event is now working as expected. There still appears to be a back-log of messages that are marked as executing – will it take a while for them to clear & be sent?


Tony

  • Support Staff

June 9, 2020 at 6:50 am

It’s hard to say when there are fatal error being thrown as they basically stop the request dead (so the message entry may not have updated).

If you click on the send/generate now button (shown in the ‘Actions’ column) do they send then?


bruce101

June 9, 2020 at 6:53 am

There are about 12 messages, some from registrations at the end of May, some for the test event set-up today, that have no buttons displayed in the Actions column. What can I do about them, if anything?


Tony

  • Support Staff

June 9, 2020 at 6:58 am

Can you add a screenshot of those messages, please?


bruce101

June 9, 2020 at 7:04 am

Here you go – https://www.abclifesupport.co.uk/wp-content/uploads/2020/06/‹_ABC_Life_Support_CIC_—_WordPress-2.png

Will changing the global message setting back to “on a separate request” help?


Tony

  • Support Staff

June 9, 2020 at 7:28 am

Those aren’t executing, those are failed messages and can not be resent.

You’ll need to retrigger the messages for the registrations you need.

Go to Event Espresso -> Registrations.

Find the registrations you want to resend messages for and click on the icon on each of them. That will retrigger the registration messages.

Will changing the global message setting back to “on a separate request” help?

No, not for those messages.


bruce101

June 9, 2020 at 7:43 am

Should I change this setting back now for all future bookings?


Tony

  • Support Staff

June 9, 2020 at 8:38 am

Sure, it tells EE to use WP_CRON to send your messages so they step through the queue system as users visit the site, meaning it takes at least 10minutre for your messages to send.

If you prefer email to send instantly, leave it as is.

We added that setting so that users don’t need to wait for the email to generate and send whilst the thnk you page loads, thats usually not a big issue with 1 or 2 emails but can add up with more emails.


bruce101

June 9, 2020 at 9:17 am

Thanks for your help, Tony – much appreciated!


Tony

  • Support Staff

June 9, 2020 at 9:27 am

You’re most welcome.

Any further problems just let us know.

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Updated by  Tony 1 month ago ago

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