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Elizabeth
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October 1, 2019 at 9:06 am
In the Past month I have found two purchases in the CMS that we never received an email about the purchase. I have looked in the Messages area and no emails where sent. How is this possible? If I didn’t noticed them in the CMS we would have had four people show up to a training next week with no idea they were coming.
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Josh
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October 1, 2019 at 1:12 pm
Hi,
It’s possible to deactivate messages. So that’s one way this is possible.
If you go to Event Espresso > Registrations, are the registrations listed there? If so, on the far right side of the page, there’s an actions column. Do each of the registrations have one of these in the actions column?
If so, if you click on the little megaphone icon, are any messages listed?
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Elizabeth
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October 1, 2019 at 1:17 pm
No messages are listed for them. This is what I am saying, we never received the registration message. This is random, we had a purchase earlier that day and later that day and both of them have the registration messages.
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Josh
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October 1, 2019 at 2:09 pm
Can you go to Event Espresso > Messages > Settings and check the setting for “Generate and send all messages:”? Is that setting set to:
On the same request
or
On a separate request
?
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Elizabeth
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October 1, 2019 at 2:15 pm
On the same request
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Josh
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October 1, 2019 at 2:44 pm
The first thing to do will be to update the site so it has the current version of the Event Espresso software. I checked, and your site is about 23 versions behind the current release. A significant amount of work has gone into Event Espresso 4 core since June of 2018 and the issue you’re having now may be related to something that has since been fixed in core.
Then, it may also help to change the setting to “On a separate request”. The reason being, if there were any issues on the server at the moment the payment notification was sent back from the payment processor, then moving the message generating to a separate request will help.
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Elizabeth
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October 2, 2019 at 9:22 am
Josh,
This issue has only happened in the past month, so having a plugin from 2018 doesn’t seem like it is the issue, unless you did an update in the past month that has a direct affect with the newest version of WP, but again, this is a random issue. I will still do the update but I don’t see this being the issue.
We also did have the send setting on a separate request at the beginning of this site build. But we were not receiving a lot of messages so your suggestion was to switch it to on the same request. I hate to switch it and loss more messages again.
Also out of years using this we have never seen a “Failed Sending, Can Be Retried” message in the Message Activity area until just today. I feel like something larger is happening here.
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Elizabeth
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October 2, 2019 at 9:30 am
Josh, I also have the support license key in the Settings of the plugin, isn’t this supposed to check and see if I need to update the plugin? It doesn’t show any updates needed.
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Josh
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October 2, 2019 at 9:32 am
You could check your server’s error logs. For example, if your server was running low on memory at the time of the transaction, you’ll see an error logged that starts out with something like:
Fatal Error: Allowed Memory Size of x Bytes Exhausted
If you see any logged fatal errors that say “memory exhausted”, then you follow this guide:
https://www.wpbeginner.com/wp-tutorials/fix-wordpress-memory-exhausted-error-increase-php-memory/
Also, there may be some issues with the web host’s email server. EE simply passes the emails off to the email server via the wp_mail() function. In most cases, setting up a third party service to deliver email will resolve email delivery issues. The built-in mail servers (especially those that are used for shared hosting accounts) can be unreliable. We recommend using a service like Mandrill, Postmark, or any of the other services listed in our documentation for sending transactional email. More info here:
https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/
wrt:
This issue has only happened in the past month, so having a plugin from 2018 doesn’t seem like it is the issue, unless you did an update in the past month that has a direct affect with the newest version of WP, but again, this is a random issue. I will still do the update but I don’t see this being the issue.
Your site’s web server doesn’t operate in a vacuum. For example, has your host recently updated the version of PHP? If so, that one change can have some potential effects and is one reason why it’s important to keep the Event Espresso plugin up to date.
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Elizabeth
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October 2, 2019 at 9:52 am
Thanks for the quick reply Josh.
We are using Siteground and the Error Logs don’t work anymore. I will have the host if they can look. I would be surprised about memory as we are barely using any resources on this account.
We are using an SMTP with our gmail account already as we were having issues with delivery early on.
I know PHP was not updated but I can’t say if anything else was. WP was the only thing in the site that has consistently updated.
What about the site not showing/telling me EE needs updated? I have the key in place, it shows active with a green check mark but no plugins show and update available.
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Josh
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October 2, 2019 at 10:19 am
What about the site not showing/telling me EE needs updated? I have the key in place, it shows active with a green check mark but no plugins show and update available.
I remember this being an issue the last time we helped you, and it was because the “WP Hide Plugin Updates and Warnings” plugin was activated on your site at the time. If you still have that plugin (or a similar one), you will need to deactivate it in order to see plugin update notifications.
wrt:
I would be surprised about memory as we are barely using any resources on this account.
You may not be using much of the resources, but if the site is on a shared hosting platform, the other sites may be using more than their share of resources.
wrt:
We are using an SMTP with our gmail account already as we were having issues with delivery early on.
One of the advantages of using a transactional email service over a gmail account is there’s a better rate for the emails to not get flagged as spam. Also, if there’s a failure to send the email, the transactional email services have better logging so you can find out what’s wrong.
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Elizabeth
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October 2, 2019 at 10:39 am
Thanks Josh, you were correct! I was able to update all except the EE Calendar, it says “A valid Support License Key is needed to enable automatic upgrades.” But all the others allowed me to upgrade. Any reason this one is different?
Thanks
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Josh
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October 2, 2019 at 10:56 am
I checked, and the reason that one is different is because another domain using your support key sent an update request for the calendar. The other site looks like the same site as the site listed on your account page, but its domain name ends with success.com. Is the same key on both sites? If so, that will make the key invalid. To fix: you remove the key from one of the sites by going to the Event Espresso > General Settings page and then blank out the key field.
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