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Not all new registration e-mail notifications being sent

Posted: August 13, 2015 at 10:02 am


Michael

August 13, 2015 at 10:02 am

Hello,
We are having an issue where new event registration e-mail notifications are not being sent. They were at one point, but now they are not. I searched the forums and did some troubleshooting and this is what I found.

I created a test event so as to not pollute registrations or have to pay for the 10 events that are currently listed. I installed the mail log plugin that was mentioned in another thread and when I did a registration on on that test class, it sent the “Registration Notification” e-mail to the 2 contacts that are listed on this message template, as well as to myself, the registrant. This is the default message template and is being used by all classes.

There have been 5 new real registrations since I enabled e-mail logging and I DO NOT see any e-mail notifications recorded in the mail log for those events. Not to the students or to the administrators, which seems odd. I would think if the end users weren’t receiving the e-mail notifications we would hear more stink about this. I do see logs of emails from different WP functions though.

I’d appreciate some help troubleshooting why e-mails don’t seem to be being sent properly for existing events.

We are running EE 4.7.5.p and WP 4.1.7.


Tony

  • Support Staff

August 13, 2015 at 12:51 pm

Hi Michael,

So you received all of the emails for your registrations right?

The 5 new registrations, what is the Registration Status and Transaction Status of each of those?

You can see this at a glance from Event Espresso -> Registrations.

Look at the color of both the ‘Status’ strip, and the colour of the TXN date – http://take.ms/drkKY

What payment method do you have active and are these free or paid tickets?


Michael

August 13, 2015 at 1:20 pm

My registration, the only free one, has a status of Approved.
The 5 after me mostly are approved, 2 are pending payment.
Payment is handled through authorize.net and the notifications from authorize.net confirming payment are coming in.


Tony

  • Support Staff

August 14, 2015 at 5:56 am

The approved registrations should have received emails.

The pending payment emails likely not.

The emails are triggered once you open the thank you page, as you only have the auth.net payment method this will only happen once payment has been made.

What is the transaction status of those 2 pending payment registrations?

If you run a paid test registration through auth.net do you receive the emails?


Michael

August 14, 2015 at 1:56 pm

Ok, looking at this again I see that the pending payment ones were abandoned, so in reality it was 3 approved registrations. I see your test there.

I hear what you are saying that the *should* have received e-mails, but looking at the e-mail log, I can see nothing was sent out.

Can I get you guys to go in and take a closer look?


Tony

  • Support Staff

August 14, 2015 at 2:27 pm

Have you tested a test transaction through auth.net and not received emails?

We (support) do not test live payment registrations so you would need to enable auth.net Debug mode and run a test registration to confirm if the emails are sent or not or if there is an error.

If you temporarily enable the ‘Invoice’ payment method, run a registration, select the Invoice payment method and finalize the registration do you receive a pending payment email?


Michael

August 14, 2015 at 2:45 pm

ok, so if I set it to debug mode in wp-admin, it will not actually process the payment, but will go through the rest of the motions? Is that accurate? Do I check “send test transaction” too?

Alternatively, I could set the authorize.net itself to test mode, but I don’t have that access at arm’s reach.


Michael

August 14, 2015 at 2:51 pm

I tried debug mode and after entering the credit card info as required, it came back with the message “This registration step could not be completed. Please refresh the page and try again.”

Refreshing and trying again does not make a difference.


Michael

August 14, 2015 at 2:54 pm

When I look at the gateway response for my registration while in debug mode, it tells me

The merchant login ID or password is invalid or the account is inactive. (code: 13)

Which maybe is normal, but if it doesn’t get approved, it doesn’t help. I’ll try your suggestion about the invoice option next.


Michael

August 14, 2015 at 3:01 pm

I get the same message when paying by invoice

This registration step could not be completed. Please refresh the page and try again.”


Tony

  • Support Staff

August 14, 2015 at 3:37 pm

What are you using to secure your Pages using SSL?

Did you follow the steps here:

http://eventespresso.com/wiki/espresso-sslhttps/

Have you enabled HTTPS within the admin? If you are using the WordPress HTTPS plugin you’ll need to enable the “Force SSL Administration” option.

Your admin-ajax.php file is showing 404 not found, this usually happens when you have secured the front-end of the site, but not the admin – http://take.ms/GKUKj

Can you check your servers error logs and see if any errors are being thrown?


Tony

  • Support Staff

August 14, 2015 at 3:37 pm

Have you recently enabled any security plugins on the site?


Michael

August 14, 2015 at 3:48 pm

We run WordFence on there.
We are using the HTTPS plugin and followed the steps you reference.
We have this option set;
* Always use HTTPS while in the admin panel.


Tony

  • Support Staff

August 17, 2015 at 7:55 am

Hi Michael,

Could I take a look within the Admin and confirm EE is set up correctly? If so please send temporary login details using this form:

https://eventespresso.com/send-login-details/

I will likely need to enabled the Invoice payment method to run a test registration using that, is that ok?


Michael

August 17, 2015 at 10:24 am

I have just sent those details, and yes it’s ok to run a test using invoice payments.


Lorenzo Orlando Caum

  • Support Staff

August 20, 2015 at 8:46 am

Hi Mike,

I saw your email from last night and I used the draft event for testing and it worked as expected.

Could you confirm?


Lorenzo


Michael

August 26, 2015 at 5:31 am

I just wanted to circle back around and update this ticket in case anyone else is having similar issues.

We upgraded the following 3 things, but it wasn’t until the PHP upgrade that the registration process completed successfully.

WP to 4.3
EE to 4.8.4.p
PHP to 5.5.28 (from 5.4.4)


Tony

  • Support Staff

August 26, 2015 at 5:44 am

Thank you for the update Michael.

It is strange that a PHP update would fix this, we do not have any code that relies on functions that exist within 5.5+ so it should work the same, however I’m glad its working 🙂

If you have any further problems just let us know.

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Updated by  Tony 3 years, 10 months ago ago

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