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Support Email Failure

Posted: March 15, 2019 at 9:46 am


ESS

March 15, 2019 at 9:46 am

I have been communicating with your support stave via email and have encountered an issue. I am attempting to reply to Josh at the support@eventespresoo.com email address and my latest emails are getting a delivery error and being bounced back to me.

Message not Delivered

There was a problem delivering your message to
support@eventespresso.com. See
the technical details below.

then states it was rejected due to spam classification.

I have an open issue I would like to resole and connot if I cannot contact you.


Josh

  • Support Staff

March 15, 2019 at 9:51 am

Hi,

We are able to help you here, what can we help you with today?


ESS

March 15, 2019 at 9:53 am

I would like to be able to reply to the support@eventespresso.com email address and continue working out an issue with not getting admin emal notifications for event registrations


Josh

  • Support Staff

March 15, 2019 at 11:36 am

The most reliable means to help you is right here because email providers have the wherewithal to flag emails as spam. This can and will happen even if the email isn’t spam.

Speaking of which, with regards to the admin email notifications that you’re not getting, may I ask did you check to see if those are getting flagged as sent in Event Espresso > Messages?


ESS

March 15, 2019 at 12:05 pm

Yes. I have check this and I did get some when I was setting up the event and completed a test registration.

But now that things are live and people are registering I am not getting them.

I went into messages and there are four that failed sending, but can be retried and the “To” address shows as “no recipient”.

Not sure what’s going on.


Josh

  • Support Staff

March 15, 2019 at 12:23 pm

The “To” address showing as “no recipient” means the email has not been generated yet. On the Event Espresso > Messages page you can check the checkboxes next to those 4 emails in the list, then click Bulk Actions and select “Generate and Send Now”, then click Apply.

Then after you do that you can click the Settings tab where you can set “Generate and send all messages:” to “On the Same Request”, then click Update. What this will do is bypass the message queue which will help ensure sending for sites that do not allow transient data to persist for enough time to get the messages sent out.


ESS

March 15, 2019 at 1:22 pm

I tried the “Generate and Send Now” and get this error:

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.

And On same request was already set


ESS

March 15, 2019 at 1:26 pm

individual error message per email is:

Message was not executed successfully.
Messenger and Message Type were valid and active, but the messenger send method failed.
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 () or “from” address (+++@incommandri.+++) is invalid.


Josh

  • Support Staff

March 15, 2019 at 2:33 pm

Can you try changing what’s set in the template’s To: field for the message template that failed to use a different email address?


ESS

March 15, 2019 at 5:25 pm

same error occurs no matter the email I have in place in settings


Tony

  • Support Staff

March 18, 2019 at 5:15 am

Hi there,

The above error means that wp_mail(), which is a WP core function that passes the emails to your mail server, is returning false, meaning sending failed but there’s no error we can show you.

So EE is building out the email and passing it over to wp_mail()

wp_mail() does some additional checks and adds its own headers if needed, then it passes the email to your server to do whatever it is set to do with it.

It’s at that point that your getting an error.

Notice how the error shows:

It is possible the “to” address () or “from” address (+++@incommandri.+++) is invalid.

Did you remove the email that was there or is that how it was?

If you go to Event Espresso -> Messages -> Default message template -> Registration Approved.

On the right is a Send test email feature, add an email address to that and send a test email, do you receive it then?


ESS

March 18, 2019 at 5:31 am

I have used the test feature on the right and those test emails come thru fine.

I removed the email so it was not public here.

If this is a WP error why did this work before? and just not started to not work and how to I remedy this?


Tony

  • Support Staff

March 18, 2019 at 6:34 am

If this is a WP error why did this work before?

I didn’t say it’s a WP error, it’s an error happening once your email is passed to your server, not WP, meaning any number of changes could have been made outside of WP.

and just not started to not work and how to I remedy this?

Do you have full control of the server or is managed hosting?

Try adding this code to the site:

https://github.com/eventespresso/ee-code-snippet-library/tree/master/utility/ee-log-wp-mail-errors

That will write any errors from PHPMailer into /wp-content/debug.log, note you need to follow the steps listed there in order for that to work.


ESS

March 18, 2019 at 7:08 am

hosted on bluehost


Tony

  • Support Staff

March 18, 2019 at 8:00 am

Ok, what type of hosting with bluehost?

Did you add the code include above to the site?


ESS

March 18, 2019 at 11:10 am

Not sure what you mean by

Ok, what type of hosting with bluehost?

I have added the code to the wp-config.php file but am a bit unclear on the next steps


ESS

March 18, 2019 at 11:18 am

Ok.

I have also completed creating the custom plugin and activated it.

what now?


Tony

  • Support Staff

March 18, 2019 at 11:53 am

Reg.

Ok, what type of hosting with bluehost?

Bluehost offers different hosting packages, shared, VPS, Dedicated, WordPress, WP Pro hosting to name some of the options they have.

If you’re unsure, then I’m assuming you don’t manage the server yourself and they do it for you?

I have also completed creating the custom plugin and activated it.

Ru through the steps you did previously to get the error to trigger so I can check the log.


ESS

March 18, 2019 at 12:15 pm

I do not manage the server. believe it is shared hosting.

I went into messages and check all the messages that have “no recipient” and clicked “generate and send now” and get the following error:

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 – 1106


Tony

  • Support Staff

March 18, 2019 at 5:43 pm

I do not manage the server. believe it is shared hosting.

Which means there are updates outside of WordPress, that you have no control over. Plus, anyone on that same shared server will be using the same mail host, meaning if any of them get flagged for spam, so will you.

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 – 1106

That’s a different error and you’ll likely need to wipe the message queue and regenerate the messages to fix that. However, for now, with the above code in place, add a new registration to trigger the emails so we can see what error is being thrown.


ESS

March 19, 2019 at 5:46 am

I have done this. get the same thing in messages, “no recipient” and the same error as last time.


ESS

March 19, 2019 at 7:16 am

stepping back a moment and looking at that fact that the “To” field shows “No Recipient”.

Under “General Settings” the email place there notes that:

This is where notifications go to when you use the [CO_FORMATTED_EMAIL] and [CO_EMAIL] shortcodes in the message templates.

But if I go and check a few of the default message templates the “To” recipient is either blank or has “[EVENT_AUTHOR_EMAIL]” (not sure where that is defined)as the to address. wouldthis be an issue?


Josh

  • Support Staff

March 19, 2019 at 8:24 am

When the To: field is blank, then no message will be generated for that context. That’s effectively deactivating that message type. When the To: field has [EVENT_AUTHOR_EMAIL], that means the email will be sent to the email address of the user account that’s the author of the event. If you prefer the email to go to [CO_EMAIL] instead, you can remove [EVENT_AUTHOR_EMAIL] and replace with [CO_EMAIL].


Tony

  • Support Staff

March 19, 2019 at 8:44 am

Before you start adding shortcodes to the to fields, some of those are empty by default and it’s not the cause of ‘No recipient’.

Messages showing ‘No recipient’ mean they are at the queues for generation phase. The jave no recipient because the message system hasn’t generated the content, meaning it doesn’t know who the recipient is yet.

Which message types are you looking at and which contexts are you editing?

See: https://eventespresso.com/wiki/messages-system-working-with-message-contexts/

The first error regarding the to and from fields is passed the generation phase, the new error is being thrown when the message tries to generate.


ESS

March 19, 2019 at 9:20 am

I did not actually change any, just noticed it is all.

what is my next step?


ESS

March 19, 2019 at 9:21 am

the queues for generating, sending and resending are all empty


Tony

  • Support Staff

March 19, 2019 at 11:08 am

The messages system is still set to ‘On same request’, correct?

Go to Event Espresso -> Registrations.

Click on the icon on a registration that previously failed.

That will retrigger the emails.

Do you get an error message? If so, which one?


ESS

March 19, 2019 at 11:35 am

so here is the error message on the individual message from the messages page:
Message was not executed successfully.
Messenger and Message Type were valid and active, but the messenger send method failed.
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 () or “from” address (info@incommandri.com) is invalid.

EE_Email_messenger – _send_message – 454

If I do as you instruct I get the following error:

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 () or “from” address (info@incommandri.com) is invalid.

EE_Email_messenger – _send_message – 454


Tony

  • Support Staff

March 19, 2019 at 11:49 am

Hmm, ok, so no error is being added to the log for the above.

You’ve definitely activated the custom functions plugin that included the code I sent above?

Can I take a quick look over your message templates to see if anything stands out? If so you can send temp login details using this form:

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

Another option is to switch to using a transactional email service (which we recommend either way), you can find more info here:

https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/

Which will confirm if this is an issue with the mailserver.

But I’ll take a quick look and see if anything stands out on first if you prefer?


ESS

March 19, 2019 at 11:57 am

plugin is active. I will create a temp login. hang on


ESS

March 19, 2019 at 12:07 pm

sent


Tony

  • Support Staff

March 19, 2019 at 3:03 pm

My apologies, so the problem is actually due to the ‘No recipient’ as you mentioned.

I thought your messages were sitting waiting to generate, so it would be normal for that to show. When you said those sections were clear, I thought you meant you’d removed the messages from the queue, anyway… the fix.

So the message that is failing is the Event Admin context (the users email is sending) and that uses [EVENT_AUTHOR_EMAIL] to send the email.

That shortcode parses to the email address of the user account set as the author of the event. If you look at your Users list, you’ll see one of them has no email address assigned to it, and that’s the user account set as the author of the event.

The fix I recommend, is essentially what Josh suggested, edit the Event Admin context and set the ‘To’ field to use the [CO_EMAIL] shortcode.

You’ll need to do that for each message type that has the ‘Event Admin’ context enabled (Look at the message template list and you’ll see the ‘Registration Approved’ and ‘Registration Pending Payment’ message types have that context in blue, meaning its enabled.

Change both of those to use [CO_EMAIL] in the TO field and the messages should start working.

[CO_EMAIL] parses to the email address set in Event Espresso -> General Settings, so that’s where your event admin notifications are going to start sending with the above change.


ESS

March 19, 2019 at 4:19 pm

Ok.

So I have done as you say and changes the “To” address for both of those message templates to be [CO_EMAIL] and then tried the Send now option and get the following error:

An error has occurred:
No message was sent because of problems with sending. Either all the messages you selected were not a sendable message, they were ALREADY sent on a different scheduled task, or there was an error. If there was an error, you can look at the messages in the message activity list table for any error messages.
EED_Messages – send_now – 1180″

I also tried the Generate and Send now and get this error:

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 – 1106


Tony

  • Support Staff

March 19, 2019 at 4:31 pm

Send now?

Oh you mean the icon? You can’t do that, that message has already been generated using the incorrect shortcode. So it’s sending the old message again.

You need to re-trigger the message again using the steps from above so that it generates a new message from the current template (with the correct shortcode)


ESS

March 19, 2019 at 4:45 pm

ok. that seems to be working.

thanks for working thru this with me.

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Updated by  ESS 3 months, 3 weeks ago ago

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