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Problems sending out tickets/messages & issues with Mandrill

Posted: October 5, 2017 at 7:44 pm


BG

October 5, 2017 at 7:44 pm

Hi there, for some reason our two websites that both use Event Espresso and Mandrill have encouraged problems in the last 48 hours.

Tickets weren’t being sent to users after they made their purchases. I could see the receipts to my email via PayPal but messages from the site were not being sent or got jammed up for ages in the Queued For Generating for ages. It was also appearing to not have an address in the To or From fields. We have since turned off Mandrill (as a temporary solution) which had been running fine for years, and messages and tickets are now getting sent out, although it can still be delayed by between 5-10 minutes. Do you know of any issues with Mandrill as would like to reactive it? Additionally can you advise on why messages are taking a while to be pulled through even with it switched off on both theukweddingevent.co.uk and theukbabyevent.co.uk

It appeared


BG

October 5, 2017 at 7:47 pm

Additionally one user purchased four tickets which have since had to resend, but checking the log I can see that it should be 1/4 tickets but on the registration email I received, it says he only ordered 3 tickets!


Josh

  • Support Staff

October 5, 2017 at 7:56 pm

If you go to test an email from one of the email Message template editors, do you receive the test? If so, it may help to go to Event Espresso > Messages > Message Settings and set the the option for emails to be sent on the same request.

If the above change helps, that’s an indication that the wp_cron() function was deactivated on your website.

Additionally one user purchased four tickets which have since had to resend, but checking the log I can see that it should be 1/4 tickets but on the registration email I received, it says he only ordered 3 tickets!

You can verify the transaction record in Event Espresso > Transactions, there may be an issue with one of the shortcodes in the email you received.


BG

October 6, 2017 at 8:22 am

Hi Josh, thanks for your comments. I did the test and I received the email fine in my inbox.

It’s real hard for me to explain the problems as the issues seem to keep changing. We think it is working properly and then the next day, things appear to go wrong.

As there are two sites running on the same server that use Event Espresso it might be easier to tackle one site at a time as the issues are different.

Firstly on theukweddingevent.co.uk we had managed to get Mandrill working again or we thought (yesterday).

However, I was a bit concerned today that activity seemed a bit quiet so I double checked PayPal and I could see tickets had been bought today.

I can also see in the log that people had been buying. Once again I have looked in the messages under queued for generating and I can see 16 items.

I have taken a screenshot and created a page so you can view the log here:

Screenshot


Josh

  • Support Staff

October 6, 2017 at 9:18 am

From the looks of the screenshot, it appears wp_cron isn’t functioning on your website. You can manually get those 16 messages in Queued for Generation to generate and send by clicking on the box next to To:, then click on Bulk Actions and select Generate and Send Now, then you click the Apply button.

Then to make sure future registration messages get sent automatically, you can go to Event Espresso > Messages > Settings and set the option to send messages on the same request.


BG

October 6, 2017 at 10:51 am

I did that and got this error back: An EE_Error exception was thrown! code: EE_Messages_Gateways_incoming_data – __construct – 50
“Incoming data for the Gateways data handler must have an EE_Transaction object as the value for the first array index.”
click to view backtrace and class/method details
/var/www/vhosts/theukweddingevent.co.uk/httpdocs/wp-content/plugins/event-espresso-core-reg/core/libraries/messages/data_class/EE_Messages_Gateways_incoming_data.class.php ( line no: 50 )


BG

October 6, 2017 at 10:52 am

Tried again and got this: An error has occurred:
The messages were not generated. This could mean there is already a batch being generated on a separate request, or because the selected messages are not ready for generation. Please wait a minute or two and try again.
EED_Messages – generate_now – 922


Josh

  • Support Staff

October 6, 2017 at 11:15 am

May I ask are you using PayPal Standard or PayPal Express?


BG

October 6, 2017 at 11:16 am

On the other side with issues (theukbabyevent.co.uk) if I enable wpMandrill the ticket process doesn’t appear to properly complete.

This message appears:

An error has occurred:
The email did not send successfully.
The WordPress wp_mail function is used for sending mails but does not give any useful information when an email fails to send.
It is possible the “to” address (The UK Baby Event ) or “from” address (info@theukbabyevent.co.uk) is invalid.

If I turn off mandrill, it does work.

However, when I turn off Mandrill, the messages sent via the contact form and our stand booking form won’t deliver. Turn it back on again, the sending function works again but obviously the error message appears again for users after tickets through Event Expresso. Interestingly even though it says there is an error, the tickets are actually sending out.


BG

October 6, 2017 at 11:17 am

I have PayPal Express and Paypal Pro running.


BG

October 6, 2017 at 1:00 pm

Any other suggestions Josh? Really need to get this working. Do I need to order a priority token? Can you guys help me fix this today?

Thanks

Rob


Josh

  • Support Staff

October 6, 2017 at 2:49 pm

That message you see when Mandrill is activated is important. It sounds like Mandrill is rejecting any emails that are from that address. Since you mentioned the contact form emails get sent with Mandrill activated, you can go into the contact form settings, check what’s set for the From address there, and use that from address in your EE emails.

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Updated by  Josh 1 year, 11 months ago ago

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