Support

October 29, 2019 at 12:44 pm

Hi Matt,

This sounds like scheduled tasks are not running on your site. In which case, it may help to set the Messages Settings to Send on Same request.

You can troubleshoot this further by going to your site’s Tools > Site Health page. After that page initially loads up it will try to check for scheduled tasks and if there’s a problem with running scheduled tasks the Site Health page will inform you there’s a problem along with possibly a few details about it.

October 30, 2019 at 6:01 am

Hi Matt,

Ignoring the above message setting for a second.

When you tested the custom template, which message type did you test?

What is set in the TO and FROM fields of the message template?

October 30, 2019 at 10:31 am

I put my email in the Extra actions box “send test email to” with my email address.

Yeah, that’s fine. The test sends generate their to and from values slightly different from live sends. It’s the Live sending I’m interested in.

The to fields are [Primary_Registrant] for receipts and approved registrations and for admins like payment received the emails are entered manually: info@alexandertechworks.com

There’s too much combined into one here.

Event message type has multiple contexts, each of those contexts have separate templates which means they can all have different to/from settings. See HERE for more info on message contexts.

Receipts do not ‘send’ to anywhere, they should NOT show in the message queue and should NOT have TO/FROM fields at all, if they theres a bigger issue here.

[Primary_Registrant] isn’t a valid shortcode in that section and wouldn’t parse to anything, so are you sure that’s what is in use currently?

To give a specific example, use the ‘Registration Approved’ message type.

Edit both the Registrant and Event Admi contexts and let me know what is in the TO and From fields of each context, please.

The message failing to send on any of those contexts could prevent that message type from sending completely, so I need to know the exact settings/shortcodes/string in use for each.

The email activity center shows all are failing regardless of TO destination.

I’m not checking for specific address etc, but if you’re using formatted email address in any of those fields, your mail server may not like them and reject the email. Your messages sound like they are correctly triggering but your mail server is refusing to send them, that’s outside of EE’s control but we can help troubleshoot and confirm, then help point you in the right direction for a solution.

I also have a snippet that will display more details from the error being thrown by the email server for each email, but need the above first.

October 30, 2019 at 10:40 am

ok but the message specifically states a scheduler service has failed to run.

That’s after you switched to send on same the request right?

AHEE__EE_Messages_Scheduler__generation happens before the email is sent it’s the first ‘step’ of the message queue, if your emails are not generating, they can’t send.

Your emails are sending and getting an error from wp_mail, so if that error is from after you switched over, it can be ignored for now.

all of the settings are default. the primary registrant shortcode is added by default from the system. I apologize if I didn’t exactly type it correctly but I was doing it from memory.

There have been 2 different ‘defaults’ within EE, because we found emails had issues with FORMATTED address, we switched the shortcode used. However if your templates were set up before that switch (it was a while ago) now, you’ll have the FORMATTED shortcodes, which is why I’m asking for specifics 🙂

October 30, 2019 at 10:56 am

Hi Matt,

We recommend using a tool like snipboard.io to share screenshots. You’ll drop any snipboard sharing URLs here in a a reply (private or public reply, your choice).