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Emails are not sending

Posted: September 5, 2018 at 4:09 pm


sAustinPower

September 5, 2018 at 4:09 pm

Hi – I’m having an issue where the emails that should be sent to admins and my customers are not being sent after customers purchase tickets for their event. I’ve logged into WP and have tried to manually generate and send again and I receive the below error. Can you please let me know what’s going on here?

An error has occurred:
The messages were not generated. This could mean there is already a batch being generated on a separate request, or because the selected messages are not ready for generation. Please wait a minute or two and try again.


Josh

  • Support Staff

September 6, 2018 at 7:34 am

Hi, and welcome to the Community forum!

If you go to test an email from one of the email Message template editors, do you receive the test? If so, it may help to go to Event Espresso > Messages > Message Settings and set the the option for emails to be sent on the same request.

If not, can you verify whether *other* emails (like a WordPress password reset email) get sent from your site?

You can install this plugin to verify whether the mail actually gets sent or not:
https://wordpress.org/plugins/wp-mail-logging/

It’s important to discern whether the emails are actually not getting sent, or if they’re actually getting sent, but not received. If you find that they’re getting sent, can you check to see whether the emails are getting trapped in the spam folder?

In most cases, setting up a third party service to deliver email will resolve email delivery issues. The built-in mail servers (especially those that are used for shared hosting accounts) can be unreliable. We recommend using a service like Mandrill, Postmark, or any of the other services listed in our documentation for sending transactional email. More info here:

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

Alternatively, you could also use a gmail account and configure a plugin like the WP Mail SMTP plugin to send the emails.


sAustinPower

September 6, 2018 at 11:41 am

Hi Josh,

Thanks for the follow up, I really appreciate it. To answer your questions:

  • When I try to send a test email, I receive a page with a 500 error and no other details.
  • Yes, other emails are sending. I have SendGrid setup to send all of the emails for my website and can see emails being sent for other activities on my site (ex: vendor application submission)


Josh

  • Support Staff

September 6, 2018 at 12:17 pm

Is the site with the 500 error using the current supported version of Event Espresso 4?


sAustinPower

September 6, 2018 at 1:03 pm

We are currently on Version 4.9.62.p

While I’m looking at it, it appears that we do not have an active Support License Key. Will these emails not work at all if we’re not on the latest version / have an active support license?


Josh

  • Support Staff

September 6, 2018 at 2:32 pm

Emails are in no way connected to the support license key. The one thing on the site that changes when a support license expires is the site no longer has access to software updates.


sAustinPower

September 6, 2018 at 2:41 pm

That was my understanding as well. What else can I do to fix these emails?


Josh

  • Support Staff

September 6, 2018 at 2:44 pm

You can troubleshoot the 500 error by following this guide:

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


sAustinPower

September 6, 2018 at 3:45 pm

The issue isn’t with a theme or plugin conflict, just tested both of those. I enabled debug mode on dev and got slightly more information:

An error has occurred:
The messages were not generated. This could mean there is already a batch being generated on a separate request, or because the selected messages are not ready for generation. Please wait a minute or two and try again.
EED_Messages – generate_now – 1106

Overall though, everything is still performing the same (that is to say not sending emails). All of the items in the Messages section of EE just have a status of ‘ Messenger Is Executing’ and I get the above error when I try to manually ‘Generate and Send Now’. When I try to send a test email, I still get a 500 error. What else can I do here?


sAustinPower

September 6, 2018 at 3:48 pm

Screenshot of the list of messages: https://www.evernote.com/l/Am5bqEzh_gtA97u3mwVs88veneTaKpCB8x4

Also, I went ahead and created an admin user for you so you can login and take a look at things on dev:

This is a dev environment so don’t worry about breaking anything. Let me know if I can provide any additional information

  • This reply was modified 2 weeks, 3 days ago by  Josh. Reason: removed WordPress log in credentials


Josh

  • Support Staff

September 6, 2018 at 3:54 pm

You’ll need to activate WP_DEBUG mode (see above link for instructions) to capture the 500 error.

I’m going to remove the site information you posted because this is a public forum.


sAustinPower

September 6, 2018 at 4:21 pm

This reply has been marked as private.


sAustinPower

September 6, 2018 at 4:22 pm

This reply has been marked as private.


sAustinPower

September 6, 2018 at 4:23 pm

Just posted the contents of the debug file, let me know what else I can do!


Josh

  • Support Staff

September 6, 2018 at 4:40 pm

So if you read through the errors, you’ll note the error where it says “PHP Fatal error: require_once(): Failed opening required” followed by the path to plugins/event-espresso-core-reg/core/third_party_libs/cssinliner/vendor/autoload.php.

The first thing to check then is if the above file is missing. When you download Event Espresso, it comes with that file. If that file has been removed, you need to add it back. If that file is there, then there’s likely a file permissions issue on your server that needs to be fixed to allow loading that file again.


sAustinPower

September 6, 2018 at 4:45 pm

Thank you! The /cssinliner/ directory flat out doesn’t exist. Where should I get that file from?


Josh

  • Support Staff

September 6, 2018 at 5:36 pm

You could get that from a backup, or normally you would download a fresh copy of Event Espresso from your account page, but since you do not have an active support license those download links are not available. So you could renew your support license and then simply update to the current version, and that will restore the missing files.

The decaf version available from wordpress.org uses the same library and can be downloaded without a support license.


sAustinPower

September 7, 2018 at 12:40 pm

Thanks Josh – got a copy from the decaf version. Just tested again and I still get the same error, here’s the debug file output:

[07-Sep-2018 18:31:39 UTC] —————————————————————————————-
[2018-09-07 18:31:39] Exception Details
Message: Incoming data for the Gateways data handler must have an EE_Transaction object as the value for the first array index.
Code: EE_Messages_Gateways_incoming_data – __construct – 36
File: /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/data_class/EE_Messages_Gateways_incoming_data.class.php
Line No: 36
Stack trace:
#0 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Generator.lib.php(918): EE_Messages_Gateways_incoming_data->__construct(Array)
#1 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Generator.lib.php(888): EE_Messages_Generator->_set_data_handler(Array, ‘EE_Messages_Gat…’)
#2 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Generator.lib.php(759): EE_Messages_Generator->_validate_and_setup_data()
#3 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Generator.lib.php(152): EE_Messages_Generator->_verify()
#4 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Processor.lib.php(129): EE_Messages_Generator->generate()
#5 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/modules/messages/EED_Messages.module.php(337): EE_Messages_Processor->batch_generate_from_queue()
#6 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Scheduler.lib.php(149): EED_Messages->run_cron()
#7 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Scheduler.lib.php(164): EE_Messages_Scheduler::initiate_immediate_request_on_cron(‘generate’)
#8 [internal function]: EE_Messages_Scheduler::batch_generation()
#9 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-includes/class-wp-hook.php(286): call_user_func_array(Array, Array)
#10 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-includes/class-wp-hook.php(310): WP_Hook->apply_filters(”, Array)
#11 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-includes/plugin.php(515): WP_Hook->do_action(Array)
#12 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-cron.php(126): do_action_ref_array(‘AHEE__EE_Messag…’, Array)
#13 {main}
—————————————————————————————-

[07-Sep-2018 18:34:01 UTC] —————————————————————————————-
[2018-09-07 18:34:01] Exception Details
Message: Incoming data for the Gateways data handler must have an EE_Transaction object as the value for the first array index.
Code: EE_Messages_Gateways_incoming_data – __construct – 36
File: /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/data_class/EE_Messages_Gateways_incoming_data.class.php
Line No: 36
Stack trace:
#0 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Generator.lib.php(918): EE_Messages_Gateways_incoming_data->__construct(Array)
#1 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Generator.lib.php(888): EE_Messages_Generator->_set_data_handler(Array, ‘EE_Messages_Gat…’)
#2 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Generator.lib.php(759): EE_Messages_Generator->_validate_and_setup_data()
#3 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Generator.lib.php(152): EE_Messages_Generator->_verify()
#4 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Processor.lib.php(129): EE_Messages_Generator->generate()
#5 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/modules/messages/EED_Messages.module.php(337): EE_Messages_Processor->batch_generate_from_queue()
#6 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Scheduler.lib.php(149): EED_Messages->run_cron()
#7 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/EE_Messages_Scheduler.lib.php(164): EE_Messages_Scheduler::initiate_immediate_request_on_cron(‘generate’)
#8 [internal function]: EE_Messages_Scheduler::batch_generation()
#9 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-includes/class-wp-hook.php(286): call_user_func_array(Array, Array)
#10 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-includes/class-wp-hook.php(310): WP_Hook->apply_filters(”, Array)
#11 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-includes/plugin.php(515): WP_Hook->do_action(Array)
#12 /srv/bindings/f9d620afd36e4af39fff5da51f569488/code/wp-cron.php(126): do_action_ref_array(‘AHEE__EE_Messag…’, Array)
#13 {main}
———————————————-


Josh

  • Support Staff

September 7, 2018 at 1:27 pm

That’s a different error logged, and an indication you need to update to the current version of EE4.


sAustinPower

September 7, 2018 at 1:45 pm

Thank you Josh! Pushing my client to upgrade now then, will hopefully be able to do as much and take care of this over the weekend.


Josh

  • Support Staff

September 7, 2018 at 1:51 pm

In addition to updating to the current version, a few other things you’ll also do well to check:

1) Make sure the pages that handle the event registration checkout are not being cached
2) Set the messages to “Send on the same request” in Event Espresso > Messages > Settings


sAustinPower

September 7, 2018 at 2:43 pm

Thanks – I’ll verify item 1, I already have messages sending on the same request so covered on 2. Appreciate it!

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Status: closed

Updated by  sAustinPower 2 weeks, 2 days ago ago

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