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Event Espresso 4: Emails no longer generated or sent

Posted: March 9, 2018 at 10:33 am


Jason Roberts

March 9, 2018 at 10:33 am

The Messages system in EE4 has stopped generating and sending emails. Test emailings of default message templates do go through, but emails generated by user activity aren’t showing up.

A registration will proceed normally, and the user will be notified of a confirmation email that never shows. When I try “resending” these emails, I get this message:

“Messages have been successfully queued for generation and sending.”

However, the messages appear in the Message Activity window as “No Recipient”, and “Queued for Generating”. When I select ”Generate and Send Now”, I get this error message:

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.

I wait a minute or two, and try again. Same result.

We use Mandrill. I’ve confirmed their settings are unchanged, and successfully sent test emails through them. Our Global Message Settings has “Generate and send all messages” set to “On a separate request”. Changing it to “On the same request” has no effect.


Josh

  • Support Staff

March 9, 2018 at 11:02 am

Hi Jason,

When you change the setting to “On the same request” it will only affect new messages going forward. It will not affect the messages already in the queue, those will need to be removed.


Jason Roberts

March 9, 2018 at 11:13 am

I went through the entire process anew when changing the setting to “On the same request”. It has the same result, with one additional complication: the supposed messages don’t even show up as “Queued for Generating”. They don’t show up in the system at all.


Josh

  • Support Staff

March 9, 2018 at 2:40 pm

Hi Jason,
When the messages are sent on the same request they skip the Queued for Generating step. May I ask can you post a link to an event where I can test a registration?


Jason Roberts

March 9, 2018 at 2:42 pm

Of course. I created a test event at https://www.sfgrotto.org/events/test-event/

Standing by!


Josh

  • Support Staff

March 9, 2018 at 3:36 pm

Hi Jason,

We received your request for priority support, so I went in and logged in and I can see why you’re not getting the emails when you test a registration for the “Test event”. The reason is because the Registration Approved message type is effectively deactivated, and would need to be activated for that message type to be sent. Normally anyone registering for an event will get the Payment Received message type after they’ve paid. The payment step is skipped when it’s a free event, so no Payment Received message should be sent when you test the free “Test event”.

I activated the Registration Approved email to test it, and sure enough, the email was sent. I’m going to deactivate it since it wasn’t activated before. If you want to test the email functionality with a free event, you’ll need to reactivate the Registration Approved email.


Jason Roberts

March 9, 2018 at 4:01 pm

Thank you, Josh. Changing it to a paid event does indeed trigger a Payment Received and a Registration Approved email. However, any attempts to re-send (such as hitting the “Resend Registration” button in the individual registration report) seems to produce zero result. The “successfully queued for generation and sending” notice appears–but in the Messages window, no new generation and/or send event appears. Nor does the re-sent email show up in the target inbox.


Josh

  • Support Staff

March 9, 2018 at 4:12 pm

That’s because the Registration Approved message type is effectively disabled. Would it help if I reactivated it?


Jason Roberts

March 9, 2018 at 4:14 pm

Yes, please. I don’t see it as being deactivated on the Messages Settings page.


Josh

  • Support Staff

March 9, 2018 at 4:19 pm

It’s not deactivated there. It was deactivated for all 3 contexts. I’ve reactivated it for the Registrant context.


Jason Roberts

March 9, 2018 at 4:26 pm

Thank you, Josh! Are all other message types no longer deactivated as well? The only one I kept inactive was “Registration Multi-Status Summary”.


Josh

  • Support Staff

March 9, 2018 at 4:32 pm

You can go to Event Espresso > Messages > Default Message Templates and review each message type’s contexts. If the context has blue text, it’s activated, if the text is greyed out, it’s deactivated. Within each context editor there’s an option to enable/disable. Also, if the To: field is blank, that will effectively deactivate the message context.

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Updated by  Josh 6 months, 2 weeks ago ago

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