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laurian Horowitz
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July 15, 2021 at 7:22 am
All of the sudden, in the last week, the registration emails have been delayed hours, even a day at times. Why? What can I do to change or fix this?
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Tony
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July 15, 2021 at 7:25 am
Hi there,
Are they delay within Event Espresso or after they’ve been sent?
For example, if you create a test event with a free ticket on it and register and complete the registration. Now go to Event Espresso -> Messages -> Message activity.
Is the message sitting waiting in the queue? If so, wait roughly 5 mins and refresh the page, it should generate and switch to waiting to send. Again give it 5 mins and refresh, the message should send.
How long does it take for the message to come through from when it shows as sent in Event Espresso?
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laurian Horowitz
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July 15, 2021 at 7:32 am
I’ll try to do a test event shortly.
For example a registration came through about 7 hours ago. The registration email has not come yet. I know this because we have our general email as a cc on all registration emails. There has yet to be an email in the queue for sending when looking at the whole list of messages sent, but it shows as sent when you click on the messages for that particular registration at 12:48am Mountain.
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Tony
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July 15, 2021 at 7:36 am
Huh?
So just to check I follow the above, if you go to Event Espresso -> Messages -> Message activity (which should show all messages, click ‘Reset filters’ to make sure)… it doesn’t show the messages there?
But, if you filter down messages for the specific registration, it shows them as sent there?
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laurian Horowitz
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July 16, 2021 at 9:42 am
I don’t know now. The test event email went through several hours later to my inbox. But I have at least 2 registrations from yesterday that I never received the cc copy and many more in the last few weeks that have called to say they haven’t received. I end up forwarding the cc copy I have rather than resenting from event espresso to ensure they send.
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laurian Horowitz
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July 16, 2021 at 2:57 pm
About 2 hours ago I received several emails from yesterday’s registrations. I don’t know if the registrants received them yesterday or today. I’ll find out in an hour if they completed the pre-course work sent in the confirmation email or not.
How can this be fixed? Waiting over 36 hours for an email to come through doesn’t work.
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Tony
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July 19, 2021 at 7:34 am
Ok, so right now I don’t know if the issue is the email is being delayed when triggered/generated/sent within Event Espresso or the email is being delayed after that and sitting in a queue on your mail server.
That’s one of the reasons I asked you to do THIS TEST as if the emails are being passed over to the mail server and then delayed, there is an issue with the mail server and how you fix that depends on the how your site is set up to send emails.
It’s possible that the emails are taking a while to work through the message system queue if your site doesn’t get much traffic as it relies on an internal WordPress system call WP_CRON, which relies on your site being ‘hit’ (receiving a visit) to function.
The fact that this has only just started happening in the past couple of weeks and we haven’t change anything with how the message system works in a long time now leads me to believe this is an issue outside of Event Espresso, meaning an issue with the mail server, but I can’t be sure.
About 2 hours ago I received several emails from yesterday’s registrations. I don’t know if the registrants received them yesterday or today.
If you go to Event Espresso -> Messages -> Message activity we log the emails sent from Event Espresso and they are timestamped, so find those specific emails in that list and check the timestamp.
Does it show the date/time you received them, or does it show the correct date/time (more specifically the date and time you would have expected the emails to be sent)?
How can this be fixed? Waiting over 36 hours for an email to come through doesn’t work.
I agree with you here but without knowing the cause I can only guess on how to fix it, there is nothing within Event Espresso that would normally delay an email for that length of time, unless your site literally had 2 visitors in that 36 hour period which seems unlikely. You, the admin, are classed as a visit when you view the dashboard so I’m assuming either yourself or another admin at least viewed the site during that timeframe?
My first guess at fixing this would be to switch Event Espresso to not use the message queue and just send immediately, however, that can also cause issues if you have issues with your mail server as the request to send the email happens on the users own request and any issues with that can prevent registrations (which is why we introduced the message queue system).
If you’d like to do that and see if it helps you can do so in:
Event Espresso -> Messages -> Settings.
Set the option ‘Generate and send all messages’ to ‘On the same request’.
If you then receive the emails instantly we can investigate further, if not then the issue is further downstream and is an issue with the mail server itself.
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