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CCCNZ
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December 15, 2016 at 1:31 am
Hi EE4 team,
Can you please urgently respond, as we are being bombarded by very unhappy registrants.
Following recent EE4 update to v4.9.23p on WP 4.7, they have been sent multiple email confirmations of successful payment and tickets. This occurred a few months ago & fixed itself after a couple of days.
Please be in touch quickly on what I can do to stop this, as faith in our service is seriously compromised.
Kind Regards,
Chris Butler
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CCCNZ
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December 15, 2016 at 1:49 am
Here is an example of the angry emails we’re receiving:
On 15/12/2016, at 14:48 , <Angry registratnt> wrote:
Hello
We have now received this same message some 24 times from you and it is clogging up our mail box, please desist or we may have to blacklist you
Kind regards,
<removed>
From: Citroen Car Club of NZ Inc [<removed>]
Sent: Thursday, 15 December 2016 2:30 p.m.
To: <removed>
Subject: Event Payment Details
Error! Filename not specified.
CITROEN CAR CLUB OF NZ INC
Hello, <removed>:
We’re just notifying you of a successful payment made for the following transaction and tickets:
Payment Details:
· Payment Status: Complete
· Transaction ID: 14155
· Total Cost: $320.00 (NZD)
· Payment Amount: $320.00 (NZD)
· Amount Due: $0.00 (NZD)
Event: National Rally 2017, Waitangi Weekend
· Ticket Name: Full Rally Entry – Adults (13 years plus)
· Price: $160.00 (NZD)
· Quantity Purchased: 2
Connect with Us:
Facebook
Contact Info:
Phone: <removed>
Email: <removed>
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Josh
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December 15, 2016 at 6:45 am
So what’s happening is your server is more than likely running low on memory, and around the time when the messages get triggered to send, there’s a fatal error happening which stops the script that sets the message as sent.
Here’s how to fix:
1) Go to Event Espresso > Messages > Messages Activity > Queued for Sending and delete the messages there that have already been sent.
2) Bump up the amount of memory on your server. You can increase the amount of memory available for WordPress by following this guide:
http://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP
You can use an [FTP client][1] and [a text editor][2] to edit the site’s wp-config.php file:
[1]: http://codex.wordpress.org/FTP_Clients
[2]: http://codex.wordpress.org/Editing_Files#Acceptable_External_Editors
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CCCNZ
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December 17, 2016 at 1:26 am
Hi Josh,
An update.
The issue has been resolved by clearing approx 37 messages “Queued for Sending”. We subsequently increased WP memory from 40 MB to 64 MB, as you requested.
Note that these messages were not scheduled to be sent as the registrations occurred recently to few weeks ago and had already been sent, so they were clearly duplicates.
This is the second time the incident has occurred in the last few months (6 Oct) & the common theme appears to be an EE4 update &/or EE4 extensions (the latest update was EE MailChimp)
Can you please also advise which log the mailer writes to?
Does EE have its own log file(s)?
Is there any way that copies of ALL emails from EE can be sent to my mailbox, so if the issue occurs again, we will know about it rather than relying on grumpy registrants.
Is there any other way of alerting this condition?
If the issue occurs again (especially to the same group of registrants), our reputation will take a big hit, so it is really important to us that this doesn’t occur again and the root cause is resolved.
If there is anything you want us to provide to assist with root cause analysis, please let me know.
Kind Regards,
Chris Butler
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Josh
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December 19, 2016 at 8:48 am
The root cause might be found in your server’s PHP error log, but since your WP installation only had 40MB, it was probably running low on memory. 64MB may not even be enough. Updates to add-ons or EE core does not cause emails failing to clear the sending queue. A fatal error on your server causes that.
You can better track outgoing emails by using a transaction email service. There are some guides on how to set up outgoing emails in our documentation:
https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/
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CCCNZ
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December 27, 2016 at 2:20 am
Hi Josh,
Increasing memory seems to have done the trick.
Thanks, as always for your speedy service.
Cheers,
Chris
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