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Emails aren't being received

Posted: January 13, 2021 at 3:59 am


Emma

January 13, 2021 at 3:59 am

Hi,

We’ve got a problem regarding Event Espresso where emails sent to users aren’t being received.

Currently, we’ve got the emails set up so that any emails sent via the website are sent using Office365 using the Post SMTP plugin. This plugin also shows an log of all the emails sent from the website, and the log states that all emails are being sent normally.

From what we can see, the emails are being delivered to the recipient, however they’re still not being able to see them in their inbox.

Please can you let me know if there’s any way to resolve this?
Perhaps it could be something in the body of the email which is causing it not to be seen in the recipient’s inbox?

Many Thanks,
Andrew


Tony

  • Support Staff

January 13, 2021 at 6:48 am

Hi Andrew,

Have you tested other emails from the site and confirmed they are received?

Post SMTP allows you to sent a test email in the settings. If you send an email through that to the same address you are testing is that received as normal?

Email servers can be fussy over a lot of different things, so it could possibly be something in the content, or headers than the Office365 servers don’t like, although it seems odd that the log isn’t showing any errors from them if that’s the case.

If you view Post SMTP -> Email log.

Hover over one of the EE emails and click Session Transcript.

Any errors shown there? (Note that log can contain sensitive info so if you are going to post it here, at least set your post to Private)


Emma

January 19, 2021 at 8:26 am

This reply has been marked as private.


Tony

  • Support Staff

January 20, 2021 at 5:52 am

Hi Andrew,

No errors are shown there, but I wouldn’t expect to see those =0A=09=09=09 characters in the logs. Testing Post SMTP on one of my sites doesn’t show those.

If you go to Post SMTP -> Post SMTP, click ‘Show All Settings’ below the wizard button.

Under Transport, you’ll see ‘Mailer Type’, what is that set to currently?

It should only have 2 values, whatever it is set to now, change it to the other and save. The test another registration email and see if the logs show anything different and/or it the mail is received.


Emma

January 20, 2021 at 6:51 am

Hi Tony,

The Mailer Type was originally set to PostSMTP, however I’ve now changed it to PHPMailer and tested the emails again.

However, this time when I sent a test email, I did receive the email, however it was sent entirely in HTML, and didn’t show the big cartoon image like it usually would, so I’m not sure whether to keep it on PHPMailer. The email log did say that there weren’t any problems this time as well.

I think I’ll change it back to PostSMTP since the test email seems to come through with no problems with this setting.

As far as I can tell, I don’t think the problems lie on our end, I’ll see if there have been anyone reported having problems recently to see if the problem is still persisting.

Many Thanks,
Andrew


Tony

  • Support Staff

January 20, 2021 at 7:00 am

It’s possible the HTML email was flagged as potential spam and then sent as plaintext, although I’m just guessing without the email itself.

Is there a test event I can register on?

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Updated by  Tony 5 days, 16 hours ago ago

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