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Mana Retreat
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November 23, 2016 at 6:19 pm
Hi Support
When a client registers for an event they are continuously bombarded with up to 100 duplicate confirmation emails.
After checking the logs of the webhost it is apparent that they are being generated by EE4.
Free events are unaffected, however if a payment is made then this behaviour starts.
We are using the Eway payment gateway addon for EE4.
The webhost does not use object caching on the server.
We have had to disable the messaging service.
Kind regards Stephen
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Mana Retreat
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November 24, 2016 at 1:29 pm
Hello, anybody there?
This is issue is Urgent. After completing a test registration yesterday, I have received over 80 duplicate emails.
Following extensive inquiries with the webhost looking at email logs and headers, the trail definitely leads to either the EE4 messaging service and/or the Eway addon.
I would really appreciate some assistance with this.
Happy to provide logon details.
Kind regards Stephen
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Josh
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November 25, 2016 at 9:41 am
Hi Stephen,
Was the eway add-on something that someone else built? The reason I ask is because there isn’t an Eway add-on for EE4 that was developed or officially supported by Event Espresso. If it was built by someone else, then you can contact them for support.
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Mana Retreat
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November 25, 2016 at 2:05 pm
Hi Josh
Thank you for your reply.
On further investigation, it appears that the issue is specifically related to, and affecting the “Event Payment Details” email confirmation only.
The payment confirmation generated by Eway – “Your payment to Mana Retreat Trust” is unaffected and is received only once, as it should.
Kind regards Stephen
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Josh
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November 25, 2016 at 2:09 pm
The issue is still related to the Eway gateway and the developer of the gateway should be able to fix. The gateway needs to trigger the “Event Payment Details” email confirmation only once.
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Mana Retreat
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November 25, 2016 at 5:57 pm
Ok, thanks Josh. I will follow that up with them. I’ll let you know the result.
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b p
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November 25, 2016 at 8:06 pm
Hi @websiteguy,
Do you have any update on this? We are having exactly the same issue and we also developed our own payment getaway plugin. Please, let us know if you find the reason.
Thanks in advance
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Josh
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November 28, 2016 at 2:44 pm
One tip that may help point you in the right direction: The developer working on/troubleshooting an offsite payment gateway should make sure they closely follow the documentation for building an offsite payment gateway.
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Mana Retreat
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November 29, 2016 at 3:42 pm
Hi Josh
Thank you for your continued support.
I have been in contact with the Mijireh developer and his reply is copied below. Hopefully you will be able to shed some light on where the problem may be occurring.
**********
From developer (Mijireh)
We’d love to help resolve this any way we can. So the flow of payments made through Mijireh from Event Espresso is that Event Espresso is this:
1. Event Espresso creates a new pending order in Mijireh via our API
• As part of this order, Event Espresso includes a full redirect URL to which the customer should be redirected upon a successful payment.
2. Event Espresso then redirects to the Mijireh payment page for that pending order
3. The customer then fills out the form on our payment page, and, upon successful submission, we mark the order as paid in our system
4. Then we simply redirect the customer’s browser to the redirect URL given to us by Event Espresso and that completes the flow
Here is an example of one of those redirect URLs that Event Espresso put on one of this store’s recent orders if it will help: https://example.com/registration-checkout/?uts=1480133022&step=payment_options&revisit=1&e_reg_url_link=1-a3d791ce75828dfc173724f70b326a8a&action=process_gateway_response&selected_method_of_payment=mijireh&spco_txn=8145#checkout
We don’t send any other notifications to Event Espresso via background jobs or anything like that. It is all just done via the browser redirect, which only happens once.
I hope this helps, but please let me know if I can provide any more information to help get this issue resolved.
Thanks!
*********
Kind regards Stephen
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Josh
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November 29, 2016 at 4:05 pm
Hi Stephen,
You mentioned earlier that:
We are using the Eway payment gateway addon for EE4.
So is that not actually the case and you’re actually using the Mijireh gateway and not an add-on for Eway? Please verify and confirm this.
If you are indeed using Mijireh, are you using Event Espresso 4 version 4.9.21.p or greater?
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Mana Retreat
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November 29, 2016 at 4:21 pm
Hi Josh
We use the eWay payment plugin in conjunction with the Gravity Forms eway plugin for our rego form. We use Mijireh/eWay as the payment gateway.
EE4 – V:Version 4.9.21.p
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Mana Retreat
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November 29, 2016 at 5:52 pm
Be happy to provide admin logon if you would like to have a look at our setup of EE4 messaging and payment gateway etc.
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Josh
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November 30, 2016 at 6:25 am
So are you using Event Espresso 4 + Mijireh for your registration form? The reason I ask is because you mentioned you’re using Gravity Forms.
You can complete the secure form on this page and we’ll be able to verify what you’re actually using for the registration form.
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Josh
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November 30, 2016 at 5:29 pm
As we are using Gravity forms for our registration forms we also need to use the Gravity Forms eWay plugin to integrate it.
May I ask what does Gravity Forms have to do with this?
I looked at your site and it appears that the Mijireh payment method for Event Espresso has been deactivated. I’m also not seeing any generated messages since November 19.
Also, in your site’s Event Espresso > Messages > Settings, the Email messenger has been deactivated.
May I ask what else should I look at to troubleshoot? Everything has been deactivated?
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Mana Retreat
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November 30, 2016 at 7:03 pm
Hi Josh
Apologies for confusing things. The gravity forms and the eWay for gravity forms plugin are used to collect registration data and course details and are integrated into the EE4 booking process.
The Mijireh and EE4 email messenger were purposefully deactivated on 19/11/2016 in an effort to stop the constant duplicate emails being sent. Although, the behaviour continued for any “Registration Approved” messages that had been previously generated and were awaiting in the Queued for sending.
It appears that only the “Registration Approved” messages in the Event Espresso-Messages-Queued for sending area, are constantly being sent.
I have re-activated the Mijireh and EE4 email messenger to assist with troubleshooting. I appreciate your continued support with this.
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Josh
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December 1, 2016 at 1:17 pm
I installed an email logging plugin and it looks like it’s actually only the payment related emails that keep getting sent, and something is triggering that send every 5 minutes.
There were 143 emails stuck in “Queued For Sending” and 14 of those were getting resent every 5 minutes. I went through and deleted 13 of them, and left the refund email in the queue in order to investigate further. Only that refund email is getting resent as of right now.
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Mana Retreat
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December 1, 2016 at 5:39 pm
Great, thank you Josh. I look forward to hearing your findings.
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Josh
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December 2, 2016 at 7:39 am
Hi Stephen,
I already posted my findings in the above reply.
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Mana Retreat
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December 3, 2016 at 2:47 pm
Hi Josh
Following the removal of those emails I created a new test event, registered and paid for a ticket and the multiple email behaviour appears to have stopped. I wonder if it was one of those emails being corrupted somehow. Anyway, all is working as expected again now. Thank you for your efforts to resolve this. Still a mystery, but fixed.
Kind regards Stephen
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Josh
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December 5, 2016 at 10:10 am
Hi Stephen,
It’s not actually quite fixed yet Stephen. What’s been happening on your server is it appears that it runs low on memory around the time that messages go out to generate. There’s an open ticket that a developer is working on to change things up a bit to add a new way to track failed message sends. This will help avoid the condition that happens on your site where there’s an out of memory error, then that later ends up causing the message to be resent again.
What you can do now is go though and delete all the older messages in “Queued for Sending”. Then you can periodically check to see if any other messages get stuck there, and if they do, you can delete those. What you’ll look for is messages in “Queued for Sending” that have actually already been sent.
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Mana Retreat
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December 6, 2016 at 6:04 pm
Hi Josh
Thank you for the above info. We have followed those instructions and to-date the problem has not resurfaced. Will also look at upgrading our hosting package to mitigate the out of memory issue.
Many thanks for your continued excellent support.
Kind regards Stephen
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