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  • 50% of Customer emails not Sending

    Hi. We have just upgraded to 18.03 responsive in production. We are finding about 50% of the time customers are not receiving their Customer order acknowledgement emails. We get copied on all of the them so we can see when they are not being sent. The other 50% seem to come through ok. There seems to be no pattern to those that do not get sent and it only rarely happened on our 16.05 site.

    It is a bit of a disaster for client service and confidence. I would be most grateful for any ideas/advice on how to solve it?

    Many thanks

    Tony

    Tony
    www.secretgardenquilting.co.uk

  • #2
    It could be a red herring but I had a thought of something to check, is there any correlation between PSP and order emails not being sent? i.e. PayPal vs Sagepay/Worldpay etc. Payment confirmation has to be one of the last triggers before the order confirmation email goes out. If your on WorldPay there is a problem.
    Phil Howell
    Director
    Intuition Un Ltd
    www.turmerlicious.com A range of delicious Turmeric Latte's #veryaddictive

    Also
    Awarding winning publishers of Natal Hypnotherapy™, the UK's leading provider of hypnosis for conception, pregnancy and child birth having helped over 100,000 women through antenatal courses and self hypnosis CDs
    www.natalhypnotherapy.co.uk Hypnobirthing in English
    www.natalhypnotherapy.fr Hypnobirthing in french
    www.hypnobirthingclass.online Online antenatal training

    Comment


    • #3
      Hi Phil. We are using World pay. The orders are all approved by World pay as we get the World pay confirmation.

      Is there a problem with sellerdeck 18.03 and World pay? We have been with World pay for the last 6 years with only a few problems.

      Many Thanks Tony
      Tony
      www.secretgardenquilting.co.uk

      Comment


      • #4
        I'm not sure exactly what's happening but you have these errors in your log that should help track it down.. At first glance it looks like some kind of authentication problem

        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 18:04, Internal Errors = SendMail: Error returned from SMTP server (101: 5.5.1 Error: already authenticated )
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 18:04, Internal Errors = SendMail: Error returned from SMTP server (101: 5.5.1 Error: already authenticated )
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 19:53, Internal Errors = SendMail: Error returned from SMTP server (101: 5.5.1 Error: already authenticated )
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 19:53, Internal Errors = SendMail: Error returned from SMTP server (101: 5.5.1 Error: already authenticated )
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 21:33, Internal Errors = SendMail: No acceptable Authentication methods
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 21:33, Internal Errors = SendMail: Authentication failed
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 21:33, Internal Errors = SendMail: Authentication failed
        Program = MailScri, Program version = 46142 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 23:47, Internal Errors = SendMail: Error returned from SMTP server (101: 5.5.1 Error: already authenticated ) Program = MailScri, Program version = 46142 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 23:47, Internal Errors = SendMail: Error returned from SMTP server (101: 5.5.1 Error: already authenticated ) Program = MailScri, Program version = 46142 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 23:47, Internal Errors = SendMail: No acceptable Authentication methods Program = MailScri,
        Program version = 46142 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 23:47, Internal Errors = SendMail: Authentication failed
        Program = MailScri, Program version = 46142 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 23:47, Internal Errors = SendMail: Authentication failed
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 23:59, Internal Errors = SendMail: No acceptable Authentication methods
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 23:59, Internal Errors = SendMail: Authentication failed Program = ORDERSCR,
        Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 23:59, Internal Errors = SendMail: Authentication failed Program = ORDERSCR,
        Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/02/28 23:59, Internal Errors = SendMail: Authentication failed Program = ORDERSCR,
        Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 01:13, Internal Errors = SendMail: No acceptable Authentication methods
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 01:13, Internal Errors = SendMail: Authentication failed
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 01:13, Internal Errors = SendMail: Authentication failed
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 09:47, Internal Errors = SendMail: No acceptable Authentication methods
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 09:47, Internal Errors = SendMail: Authentication failed
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 09:47, Internal Errors = SendMail: Authentication failed
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 09:47, Internal Errors = SendMail: Authentication failed
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 09:48, Internal Errors = SendMail: No acceptable Authentication methods
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 09:48, Internal Errors = SendMail: Authentication failed
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 09:48, Internal Errors = SendMail: Authentication failed
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 11:53, Internal Errors = SendMail: Error returned from SMTP server (101: 5.5.1 Error: already authenticated )
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 11:53, Internal Errors = SendMail: Error returned from SMTP server (101: 5.5.1 Error: already authenticated )
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 11:53, Internal Errors = SendMail: Error returned from SMTP server (101: 5.5.1 Error: already authenticated )
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 11:55, Internal Errors = SendMail: Error returned from SMTP server (101: 5.5.1 Error: already authenticated )
        Program = ORDERSCR, Program version = 47122 , HTTP Server = Apache , Return code = 999 , Date and Time = 2019/03/01 11:55, Internal Errors = SendMail: Error returned from SMTP server (101: 5.5.1 Error: already authenticated )
        -----------------------------------------

        First Tackle - Fly Fishing and Game Angling

        -----------------------------------------

        Comment


        • #5
          Edited:
          Moved to a separate thread
          Phil Howell
          Director
          Intuition Un Ltd
          www.turmerlicious.com A range of delicious Turmeric Latte's #veryaddictive

          Also
          Awarding winning publishers of Natal Hypnotherapy™, the UK's leading provider of hypnosis for conception, pregnancy and child birth having helped over 100,000 women through antenatal courses and self hypnosis CDs
          www.natalhypnotherapy.co.uk Hypnobirthing in English
          www.natalhypnotherapy.fr Hypnobirthing in french
          www.hypnobirthingclass.online Online antenatal training

          Comment


          • #6
            Phil,

            To avoid confusion I'd suggest you start a new thread with your problem as it's clearly different to the one Tony is experiencing as he's getting his payment confirmations, just some of the emails aren't being sent. If we start discussing two different problems on the one thread it's going to get messy.

            Mike
            -----------------------------------------

            First Tackle - Fly Fishing and Game Angling

            -----------------------------------------

            Comment


            • #7
              Tony,

              If I remember correctly you're hosting with Host-it. I think their technical support is usually pretty good so it's probably worth discussing the problem with them to see if they can identify the problem and find a solution.

              Mike
              -----------------------------------------

              First Tackle - Fly Fishing and Game Angling

              -----------------------------------------

              Comment


              • #8
                Hi Mike,

                Sorry about the delayed response. Our main PC died just before the regular backup and so I spent this weekend rebuilding it and getting everything back.

                It turned out to be a configuration issue on the Host-It firewall + not using localHost in the network settings.

                I certainly agree that Host-It have very good technical support and are available 24*7. It is a fraction of the cost of the hosting quote we had from sellerdeck.

                Many thanks
                Tony
                www.secretgardenquilting.co.uk

                Comment

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