Webfusion hosting: Actinic emails not being sent

[NiallF]

I'm hoping someone can suggest a solution to this problem as I've been trying to figure it out for about a week now. I've had a lengthy discussion with WebFusion tech support, even having 2nd line support check through my settings and say they are all as they expect them to be.

I've recently set up my Actinic site on an Webfusion Pro Linux server and everything works fine apart from sending emails. I've checked through everything I can find on the community here and on Webfusions site and I've not found any solution.

I've tried the network test in Actinic and uploaded the site and run though a trial order from there and I get nothing.

I've also tried setting the SMTP server to the more usual mail.gothcloth.co.uk but get the same "SMTP Authentication is not supported by this server!" message. This did work briefly when the webspace was first set up and the domain was still being routed by WebFusion's sister company 123-reg,
to some Zen hosted webspace I have.

Any help greatly appreciated as I've run out of places to look now.

Thanks,

Niall

HTTPPROXYMODE 0
HTTPPROXYADDRESS
HTTPPROXYPORT 80
HTTPPROXYUSER
HTTPPROXYPASSWORD
FTPPROXYMODE 0
FTPPROXYADDRESS
FTPPROXYPORT 21
FTPPROXYUSER
FTPPROXYPASSWORD
SCRIPTID 1
SCRIPTEXT .pl
SMTPHOST intmail
WEBSITEURL http://www.gothcloth.co.uk/gothcloth
IGNOREPASSIVEERRORS true
USERELATIVECGIURLS false
PATHTOPERL /usr/bin/perl
USEENHANCEFTP false
FTPCLIENTTIMEOUT 15000
FTPRETRYDELAY 3000
FTPSILENT false
FTPMAXRETRIES 3
FTPCONNECTTIMEOUT 25000
SMTPAUTHREQUIRED true
SMTPUSERNAME niall@gothcloth.co.uk
SMTPPASSWORD #####
SSLCATALOGURL https://fusion.webfusion-secure.co.u...loth/acatalog/
SSLCGIBINURL https://fusion.webfusion-secure.co.u...co.uk/cgi-bin/
SSLPATHFROMCGITOCATALOG ../public_html/gothcloth/acatalog/
SSLCODEBASE ./
SSLFTPHOST ftp2.myserverworld.net
SSLFTPUSERNAME gothcloth@gothcloth.co.uk
SSLFTPPASSWORD #####
SSLPATHTOCGIBIN /cgi-bin/
SSLUSEPASSIVEFTP false
CATALOGURL http://gothcloth.co.uk/gothcloth/acatalog/
ONLINESTOREFOLDERNAME acatalog
CGIBINURL http://gothcloth.co.uk/cgi-bin/
PATHFROMCGITOCATALOG ../public_html/gothcloth/acatalog/
CODEBASE ./
FTPHOST ftp2.myserverworld.net
FTPUSERNAME gothcloth@gothcloth.co.uk
FTPPASSWORD ########
PATHTOCGIBIN /cgi-bin/
USEPASSIVEFTP false
FTPPATHFROMCGITOCATALOG /public_html/gothcloth/acatalog/

[ejmc]

Have you tried entering " localhost " for the SMTP server ?

I presume you have checked the relevant email options under Settings¦Business Settings¦Ordering

[TraceyG]

Hi,

Looking at your error log has lots of errors showing:


Program = ORDERSCR, Program version = 20345 , HTTP Server = webfusion.co.uk/httpd , Return code = 999 , Date and Time = 2008/06/18 13:10, Internal Errors = Error returned from SMTP server (1: SMTP Authentication is not supported by this server!)

Have you tried removing the 'username' and 'password' from the 'Email settings', unticking the 'Username and Password Required' box and then updating your site?

[RuralWeb]

I have all my sites on webfusion and dont have any problems with emails at all. As suggested above you need to use localhost with the password etc left blank

[Reefdreams]

Is anyone having problems receiving emails from a webfusion actinic site at the moment?
It's been working perfectly for about a year and now I'm not receiving emails and the network test is failing as localhost is not a valid smtp server?

Any ideas?

Steve

[RuralWeb]

There are a couple of servers doing a reboot

[Solent Cables]

Having similar problems with not receiving orders via email.

We moved over to Webfusion in April this year and apart from a few teething problems everything has worked fine up until yesterday morning when we noticed that although we could download orders into actinic, we had not received copies of these orders via email.

We have however still been receiving emails from our PSP Protx confirming payment received for the orders downloaded, which is the same email address that the copies of the orders should be going to.

When performing the network test the following results are returned:

Actinic Mail Test completed successfully
server: passed
connection: passed
sockets: passed
communications: failed
authorisation: passed
message: Administrative prohibition

The smtp server has always been set to "localhost", with username/password unticked. A phone call to Webfusion yesterday afternoon said that we should be using "intmail" which has never worked, hence the teething problems at the beginning.

If servers are being rebooted, how long does this take? It's been 24+ hours since we first noticed the problem and testing again this morning (sat 28th 11.25am) still gives the same errors.

I don't understand how we are still able to receive emails from our PSP confirming the payments received and that we are also able to send and receive emails via Outlook using the same email address? The problem only seems to effecting Actinic order emails!

Detailed below are the current network settings:

HTTPPROXYMODE 0
HTTPPROXYADDRESS
HTTPPROXYPORT 80
HTTPPROXYUSER
HTTPPROXYPASSWORD
FTPPROXYMODE 0
FTPPROXYADDRESS
FTPPROXYPORT 21
FTPPROXYUSER
FTPPROXYPASSWORD
SCRIPTID 1
SCRIPTEXT .pl
SMTPHOST localhost
WEBSITEURL http://www.solentcables.co.uk
IGNOREPASSIVEERRORS true
USERELATIVECGIURLS false
PATHTOPERL /usr/bin/perl
USEENHANCEFTP false
FTPCLIENTTIMEOUT 15000
FTPRETRYDELAY 3000
FTPSILENT false
FTPMAXRETRIES 3
FTPCONNECTTIMEOUT 25000
SMTPAUTHREQUIRED false
SMTPUSERNAME contact@solentcables.co.uk
SMTPPASSWORD ***********
CATALOGURL http://www.solentcables.co.uk/acatalog/
CGIBINURL http://www.solentcables.co.uk/cgi-bin/
PATHFROMCGITOCATALOG ../public_html/acatalog/
CODEBASE ./
FTPHOST ftp2.myserverworld.net
FTPUSERNAME solentcables@solentcables.co.uk
FTPPASSWORD **************
PATHTOCGIBIN /cgi-bin/
USEPASSIVEFTP true
FTPPATHFROMCGITOCATALOG /public_html/acatalog/

[NiallF]

I've just tried localhost with username/password unselected and the two fields left blank. Still not getting any emails unfortunately. Could the fact that I'm using a Fusion Professional site rather than a Fusion Business be the problem?

Niall

[meden]

Not sure if this has been suggested but I have a Webfusion VPS and the procedure I had to follow and settings i found to work are as follows:
smtp server: mail.domain.com
first tick the user and password reqd box and enter the details
then untick the same box - username and password should be greyed out
Bizarre I know but it's just my 2 pennerth

[Solent Cables]

We have been with Webfusion since April this year and apart from a few teething problems all was fine up until yesterday morning. Although we are still able to receive and download orders within Actinic, we are not getting a copy of the actinic order email.

However, we are still getting the payment confirmation email from our PSP Protx when the orders have been placed. This is the same email address that the actinic order email should be going to.

After speaking with Webfusion yesterday afternoon, it was suggested that we change the SMTP settings to “intmail” but this has never worked hence the teething problems at the beginning. Our SMTP settings have always been set to “localhost” and have worked without problems up until yesterday.

What I don’t understand is if Webfusion are rebooting some of their servers, why are we still able to receive emails from our PSP and send and receive emails in Outlook using the same email account? The problem only appears to be in receiving the actinic order emails.

Detailed below are the network settings.

HTTPPROXYMODE 0
HTTPPROXYADDRESS
HTTPPROXYPORT 80
HTTPPROXYUSER
HTTPPROXYPASSWORD
FTPPROXYMODE 0
FTPPROXYADDRESS
FTPPROXYPORT 21
FTPPROXYUSER
FTPPROXYPASSWORD
SCRIPTID 1
SCRIPTEXT .pl
SMTPHOST localhost
WEBSITEURL http://www.solentcables.co.uk
IGNOREPASSIVEERRORS true
USERELATIVECGIURLS false
PATHTOPERL /usr/bin/perl
USEENHANCEFTP false
FTPCLIENTTIMEOUT 15000
FTPRETRYDELAY 3000
FTPSILENT false
FTPMAXRETRIES 3
FTPCONNECTTIMEOUT 25000
SMTPAUTHREQUIRED false
SMTPUSERNAME contact@solentcables.co.uk
SMTPPASSWORD ***********
CATALOGURL http://www.solentcables.co.uk/acatalog/
CGIBINURL http://www.solentcables.co.uk/cgi-bin/
PATHFROMCGITOCATALOG ../public_html/acatalog/
CODEBASE ./
FTPHOST ftp2.myserverworld.net
FTPUSERNAME solentcables@solentcables.co.uk
FTPPASSWORD **************
PATHTOCGIBIN /cgi-bin/
USEPASSIVEFTP true
FTPPATHFROMCGITOCATALOG /public_html/acatalog/

[RuralWeb]

I have a few sites now not sending out emails. I have reported it direct to webfusion and I suggest you give them a call on 0845 130 1602 and select option 2.

[Reefdreams]

I have been onto webfusion most of the day, I'm not getting very far though. They said it couldn't be a problem at there end as no one else was having problems. All they suggested was that localhost should never have worked and we should use intmail instead which doesn't even resolve in the DNS

Now I know that you have called as well I will give them another call.

Thanks
Steve

[RuralWeb]

I suspect something at thier end as all my sites were hit with the problem at the same time. They say they have people looking at the problem but I suggest anyone on webfusion check order emails are being sent out by placing test orders and looking for the customer order recieved email.

If its not being generated then call webfusion support to report the problem - they are more likely to take notice if more than a couple of people report it.

[lily10]

I am having exactly the same problem with Webfusion and not receiving the confirmation emails etc. but still getting all other emails. I will also get on the phone to them. Let me know if you get anywhere in resolving this.
Juliette Player

[Reefdreams]

I think they are getting fed up with me calling, they are aware of the issue blah blah...

I have asked them to put it up on the system status page so at least we can see the status without having to call.

Steve