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Event Reminders not sent to moved attendees

Posted: April 19, 2021 at 4:04 am


mpurse

April 19, 2021 at 4:04 am

I believe we’ve just identified an issue where event reminders are not being sent to attendees that were moved from previous events. Given that we are spending a great deal of time having to move attendees from events that were or may have to be canceled due to covid, that’s quite problematic.
Are you aware of this issue? Is there a solution in the mix?
Thanks!


mpurse

April 19, 2021 at 6:07 am

I’ve seen that this question was asked back in 2017 and you responded that there was a ticket out for a fix. Can you let me know if there was a fix?

Pretty much every single event of the last 12 months has been cancelled so all our attendees are in ‘moved’ status and this will be fairly disastrous for us if the automated reminder emails are now redundant. I can only assume almost all of your customers will be having similar issues around the world therefore I hope this has already been flagged. :-))


Tony

  • Support Staff

April 19, 2021 at 6:41 am

Hi mpurse,

Can you post the link to the thread you found, please? I’d like to confirm which ticket was assigned to it.


mpurse

April 19, 2021 at 6:52 am

I can’t find it now because of course I didn’t save it. Duh!

But I found this thread which also refers to it I think; https://eventespresso.com/topic/attendee-mover-addon-not-sending-messages/


Tony

  • Support Staff

April 19, 2021 at 7:21 am

That’s referring to an issue with the Attendee mover add-on where if you moved a registration and selected the option to trigger related messages when doing so, it didn’t actually trigger the messages. It’s not related to the upcoming events reminder add-on which I assume is what you mean by ‘event reminders’, right?

I’ve just tested the Automated upcoming events reminder add-on on a couple of events and they triggered messages as expected for moved registrations for me.

So to confirm, you’ve moved registration from Event A to Event B and now when the upcoming event reminders are triggered, those moved registrations are not included in the messages sent?

Is this the Upcoming Event or Datetime reminder?


mpurse

April 19, 2021 at 7:23 am

Sorry, yes. That tread is not identical to the issue I am referring too. I do mean the automated events reminder add-on

Correct! You have captured the essence of my problem. I use Upcoming Event reminder (not date).


Tony

  • Support Staff

April 19, 2021 at 7:56 am

Hmm yeah, so those are working for me.

May I ask how you are testing this?


mpurse

April 19, 2021 at 7:57 am

By checking the outgoing messages log for the attendees email


mpurse

April 19, 2021 at 8:02 am

Prompted by customers complaining they had not received a reminder I should add!


Tony

  • Support Staff

April 19, 2021 at 8:11 am

Have any of the registrants received the messages for that event?

Go to Event Espresso -> Events.

Find the event in question and in the actions column, click the icon.

That should list all messages triggered for that event.


mpurse

April 19, 2021 at 8:16 am

Yes. Done that. No event reminders sent.


Tony

  • Support Staff

April 19, 2021 at 8:24 am

Forgive me but I don’t understand how you’ve come to the conclusion that moved attendee’s do not trigger the event reminders?

Are ‘normal’ registrations receiving the reminders?

I’m wondering if there is an issue with the reminder not being triggered at all rather than specific registrations not triggering them.


mpurse

April 19, 2021 at 8:26 am

I thought it was just moved attendees but I am now looking to see if it is all because it looks like every event is failing to trigger the reminders.

It’s going to be hard to tell because almost all are moved for the foreseeable future.

In either event, it’s a problem.


Tony

  • Support Staff

April 19, 2021 at 8:37 am

I’m not saying this isn’t an issue but to fix it I need to know what isn’t working.

Moved registrations not sending the email but normal registrations working as expected would mean an issue with the query used to pull the registrations into the add-on before sending.

No reminders at all would suggest an issue with the function used to trigger the above query, possibly an issue with WP_CRON (as that is what is used to call the function) or the message templates.

Right now it sounds like an issue with the trigger rather than the query, so let’s start with that.

Go to Tools -> Site Health.

Wait around 30 seconds for the tests to complete, does it show any issues with ‘loopback requests’ or ‘scheduled events’?

Install the WP Crontrol plugin on the site.

Then, go to Tools -> Cron Events

Any notices at the top of that page above WP_CRON at all?

On that same page, search for AHEE__EventEspresso_AutomatedEventNotifications_core_tasks_Scheduler__check

What does it say in the next run column for that task?


mpurse

April 19, 2021 at 8:46 am

Gotcha.
Nothing to report under site health.
Under Cron events I see this message “The DISABLE_WP_CRON constant is set to true. WP-Cron spawning is disabled.”
That search query brings up “scheduled to run in 17 minutes”

This query throws up a warning, is it relevant?
AHEE__EventEspresso_AutomatedEventNotifications_core_tasks_Scheduler__daily_check


Tony

  • Support Staff

April 19, 2021 at 8:54 am

Under Cron events I see this message “The DISABLE_WP_CRON constant is set to true. WP-Cron spawning is disabled.”

So WP_CRON has been disabled on the site, is that intentional?
I’m guessing your host has added an alternative ‘real’ cron to the site?

This query throws up a warning, is it relevant?
AHEE__EventEspresso_AutomatedEventNotifications_core_tasks_Scheduler__daily_check

Yes, can you post that up, please?

That’s the old cron schedule name.

Do you not have AHEE__EventEspresso_AutomatedEventNotifications_core_tasks_Scheduler__check listed?


mpurse

April 19, 2021 at 8:57 am

AHEE__EventEspresso_AutomatedEventNotifications_core_tasks_Scheduler__check

Edit | Run Now | Delete
None 2021-04-19 16:00:00

3 minutes 30 seconds

EventEspresso\A\d\s\t\Scheduler->checkForUpcomingDatetimeNotificationsToSchedule()
wp-content/plugins/eea-automated-upcoming-event-notifications/domain/services/tasks/Scheduler.php:143
EventEspresso\A\d\s\t\Scheduler->checkForUpcomingEventNotificationsToSchedule()
wp-content/plugins/eea-automated-upcoming-event-notifications/domain/services/tasks/Scheduler.php:172

Once Every Three Hours


mpurse

April 19, 2021 at 9:01 am

I’m checking with host about your other point. I haven’t disabled anything intentionally.


mpurse

April 19, 2021 at 9:13 am

OK, I’ve been through a handful of events that start today or tomorrow and found that no reminders were sent for those events. Only two out of all the attendees were not moved from a previous event, so I assumed that was the common denominator until I found the two that were fresh blood.

Now I see lots of reminders being sent right now or queued to send for events starting in three days (which is correct according to our settings). So it looks like there was a period where the trigger didn’t run. Does that make more sense?

Also got this back from our hosts which confirms your assumption:
“I can confirm that we have a real cron job set up to run the WordPress scheduled events rather than using the default WordPress method of running scheduled events, which is why WP_CRON is disabled.”


Tony

  • Support Staff

April 19, 2021 at 9:51 am

So it looks like there was a period where the trigger didn’t run. Does that make more sense?

Sort of, although there is a buffer built into the add-on which would normally mean those would trigger.

Also got this back from our hosts which confirms your assumption:
“I can confirm that we have a real cron job set up to run the WordPress scheduled events rather than using the default WordPress method of running scheduled events, which is why WP_CRON is disabled.”

This is common as it reduces the load on the server, did they say how often that cron runs?

Something that has just come to mind, the notifications will only trigger once for the event and then we save meta data to the event so we don’t constantly trigger the same notifications.

Your notifications weren’t set to trigger X number of days ago and then the registrations were moved onto those events, were they? (Meaning the notifications were already triggered earlier and now with registrations on them its skipping the event as it ‘already done’)


mpurse

April 19, 2021 at 10:30 am

Nope. All events were scheduled at least two weeks ago and attendees moved around the same time.

Checking with host about cron frequency.


mpurse

April 20, 2021 at 5:20 am

So as of right now, all event reminders have been sent for everything starting up to and including Thursday, except one event. I cannot see anything different about the event that might cause it not to trigger reminders.


Tony

  • Support Staff

April 20, 2021 at 6:39 am

Are you comfortable with something like phpMyAdmin and do you have access to it through your host?


mpurse

April 20, 2021 at 8:08 am

Not me personally, but can have my programmer look. Yes we do have access.


Tony

  • Support Staff

April 20, 2021 at 8:54 am

Make a note of the Event ID for the event that isn’t triggering messages.

Next, using phpMyAdmin (or similar) on the database for the site, look in:

{prefix}esp_extra_meta

Search the table for:

OBJ_ID = {event_id_above}
EXM_type LIKE Event
EXM_key LIKE ee_auen_processed_

Like this: https://monosnap.com/file/cvAXAhsZ7MiHjVAqC6Wua8NJnCSTAV

(39 is the example event ID I’m using, your will likely be different).

Any rows returned?

Like this: https://monosnap.com/file/rLJDCCJVy0F4EmmnY2o8n3hmN6Udih

If so, the Automated Upcoming Event Notifications add-on (AUEN for short) has already processed that event, why the notifications didn’t trigger I can’t say but as far as EE is concerned its already processed and now skips it.

If your result looks exactly like the above (with a different EXM_ID and OBJ_ID == the event id) you can remove that row and the AUEN add-on will retrigger on that event. If you want me to confirm the row is correct before doing so then post up a screenshot like mine and I’ll check before you remove it.

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