Problem sending emails from Actinic

[Artisan]

A client cannot send emails from Actinic, using the Mail button from within an order, and it appears that there's a problem somewhere on the hosting account as all the other sites I've tried this with are OK. All the sites are on my reseller package with the same hosting provider - Heart Internet.

I'm trying to get to the source of the problem with tech support, but of course they don't really know anything about Actinic, which is fair enough.

I've been told that an incorrect SMTP password is showing up in their logs, is it possible that Actinic could be changing it somehow? The incorrect password is for one of my test accounts, but not one that's been used for a long time, and it isn't a site in Actinic any more.

Can anyone tell me which part of Actinic sends emails when sent from a computer?

Malcolm

[Bruce]

Malcolm,

Been some time since I have seen a post from you, Hello!!

What does the error.err file say, this can be viewed by going into help | troubleshooting | View Error Log or in the 'acatalog' folder on the server. Are they using authentication? If so is it the correct username and password? Does the Network test pass or does it throw SMTP errors? What exact version of the software is the site based on?

This info will help in being able to provide a solution.

Kind regards,

[Artisan]

Hi Bruce, good to hear from you again

I'm pursuing the idea that it might well be a problem with Actinic.pm not communicating properly with sendmail at present, the network settings test is fine (with an email being sent to the client), and the SMTP part of the Web Site Analysis showing that everything appears to be working. The customer order confirmation email and merchant order notification emails aren't working, though, neither are emails that are sent directly from Actinic.

The version is Catalog 7.0.5 and SMTP is authenticated.

There are lots of entries in error.err, I'm not sure if they're relevant, but here's a sample of them:

Program = MailScri, Program version = 6 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999

Program = MailForm, Program version = 3 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999

Program = ORDERSCR, Program version = 487 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999

Program = SearchSc, Program version = 109 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999

Program = SHOPCART, Program version = 308 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999

I'll keep trying with Heart's tech support for the moment so, unless you can see any obvious problems, don't bust a gut on it for now.

Malcolm

[Artisan]

Heart can't find any problems on the server and have said "There appears to be a problem with the live version of Actinic on the server, you will need to contact Actinic support for more information on the cause of this problem" - any ideas?

I got the client to Purge & Refresh the site but it didn't help. The problem is the same on the client's copy of the site, and on mine, and all the other clients' sites in my copy are OK.

Malcolm

[Bruce]

Malcolm,

Can you post the last ten errors on your error log ( error.err ) please. This error '999' is associated with a corrupt .fil file on the server.

Can you try to manually purge and refresh please....

1. Manually FTP to your server

2. Delete all the .pl & .pm files within your /cgi-bin/ folder

3. Delete all the .cat & .fil within your /acatalog/ folder

4. On your local PC, please go to 'C:\Program Files\Actinic v7\Sites\Site1'

5. Delete all the .pl & .pm and .cat & .fil files here as well

6. Go to the folder 'C:\Program Files\Actinic v7\Original' and copy the .pl and .pm and paste them back into your Site1 folder

Now refresh the site.

Kind regards,

[Artisan]

Malcolm,
Can you post the last ten errors on your error log ( error.err ) please. This error '999' is associated with a corrupt .fil file on the server.

I'm assuming the most recent errors are the ones at the top, there are no dates/times against them:

Program = ORDERSCR, Program version = 487 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2005/11/03 14:13, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = ORDERSCR, Program version = 487 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2005/11/03 14:14, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = ORDERSCR, Program version = 487 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2005/11/03 14:23, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = ORDERSCR, Program version = 487 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2005/11/03 14:27, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = ORDERSCR, Program version = 487 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2005/11/03 15:16, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = ORDERSCR, Program version = 487 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2005/11/21 12:25, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = MailForm, Program version = 3 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2005/11/21 12:27, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = MailForm, Program version = 3 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2005/11/21 12:27, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = ORDERSCR, Program version = 487 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2005/11/28 09:01, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = ORDERSCR, Program version = 487 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2005/11/28 15:21, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)

I can't do the deletions/refresh until tomorrow because the site owner isn't there today.

Malcolm

[Bruce]

Malcolm,

These errors are all for the period of November 2005. Are the ones right at the bottom the same?

Regards,

[Artisan]

Apologies, I didn't spot the dates in the errors... doh!

Program = MailScri, Program version = 6 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2006/04/04 15:19, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = MailScri, Program version = 6 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2006/04/04 17:54, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = MailScri, Program version = 6 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2006/04/05 13:15, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = MailScri, Program version = 6 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2006/04/05 15:49, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = MailScri, Program version = 6 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2006/04/06 07:29, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = MailScri, Program version = 6 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2006/04/06 14:57, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = ORDERSCR, Program version = 486 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2006/04/06 15:16, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = ORDERSCR, Program version = 486 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2006/04/06 15:16, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = MailScri, Program version = 6 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2006/04/07 08:40, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)
Program = MailScri, Program version = 6 , HTTP Server = Apache/2.0.55 (Red Hat) , Return code = 999 , Date and Time = 2006/04/07 13:20, Internal Errors = Error returned from SMTP server (1: 535 Incorrect authentication data
)

Malcolm

[Bruce]

Malcolm,

These still say "Incorrect authentication data", does the server use authentication? If so are the username and password entered correctly? Have you tried using 'localhost' as the SMTP server without authentication? This usually resolves these issues.

Kind regards,

[Artisan]

The server uses authentication, the username and password correspond to the account, and 'localhost' doesn't work on my/their hosting.

I've now got the client's snapshot, so I'm doing the manual purge and refresh procedure now, I'll let you know how I get on.

Malcolm

[Artisan]

Thankfully you were right, Bruce, the problem went away after a good clear out

Many thanks for your help.

Malcolm