Strange smtp errors - has mail been sent or not?

[cjsmcl]

Hi,

A customer of ours is using v6 (6.1.5) and is trying to use Actinic to send emails to customers who previously sent an order. The notification order emails work fine with their smtp setting.

However, there is an odd thing happening when trying to send extra emails to customers - it is giving a 'failed to communicate with smtp server' and then giving the option to 'abort', 'retry', or 'ignore'. If they retry, it gives the same message. If they just click the window closed using the cross, it seems to send the emails okay and shows the emails to be sent - if she tries to send again, it gives the message 'this has already been sent'.

Has anyone else had this problem? Any ideas what it is about? The customer isn't sure whether the mails are going or not. And, even if they are, this message is a bit odd and doesn't give confidence that the mails are all being sent.

Any feedback most appreciated.

[leehack]

Not sure why they are trying to use actinic to send these extra emails, why not just use a normal email client? If they compile a marketing list group from the email addresses received on their orders, they can just email as you usually do. "Groupmail" also offer a service.

I'm intrigued to find out how they are actually using actinic to try and do this?

[cjsmcl]

Not sure why they are trying to use actinic to send these extra emails, why not just use a normal email client? If they compile a marketing list group from the email addresses received on their orders, they can just email as you usually do. "Groupmail" also offer a service.

I'm intrigued to find out how they are actually using actinic to try and do this?

Um...because it's there?

Probably because they are only sending a small amount of emails - I just ask the questions...

I have suggested they use another method if they are sending a lot. I guess these features are there for people who don't know much. I still have to explain the difference between an email and a website to a customer occasionally...

[leehack]

Um...because it's there?

It is there to send customers an email saying their payment has been processed and a second email to say it has been dispatched. Both emails are available to use when a customer has actually placed an order and are in direct response to the said order.

If V6 had the facility to send random emails as you wish, i would be very surprised, especially as V8 has only recvently introduced the marketing menu where you can export emails addresses for marketing promotions.

It would appear you/they/whoever is trying to use the software to do something it cannot do, unless i have missed something in the last 2 years.

[pinbrook]

f V6 had the facility to send random emails as you wish, i would be very surprised,

prepare to be suprised Lee. Its a useful feature as you can keep all correspondance to one client in one place.

If there is a feature to send emails from within actinic ie order shipped or free form and it doesn't work properly then yes the reason why should be investigated.

although during the investigation period you can use an email client instead.

You should be absolulety sure that the facility to send an email to the customer as part of the order process works, and use the facility to send the email to yourself/the shopkeeper. This will establish whether SMTP works.

If you receive the copy customer email you can further test,

I would put a dummy order into your system from yourself so you can test what is happening. Then try and send an email, to yourself as a customer using a 3rd party email, this will establish when and if the email is sent.


It seems odd to me if SMTP works ie you get the copy of the customer email that the other email feature doesn't. Come back with the results of your test.

[cjsmcl]

Thanks very much for your reply Jo - sorry for the delay in response - I was ill with lurgy last week

I am arranging for tests etc and will let you know the results when I get them. It is a bit strange. Especially when it says one thing, then does another.

Lee - after looking again at it, you can send whatever email text you want with Actinic by the way - you just don't select one of the Actinic templates when you compose it. You can also amend the existing templates if you want.

[cjsmcl]

After various tests as suggested, we found that the smtp server needed to be changed to 'localhost' for this to work properly rather than the usual 'mail.domain.co.uk The customer can now send whichever mails they like. Thanks for your help Jo

However, this still doesn't explain why Actinic was saying that the mails had been sent, when they hadn't actually gone anywhere, but at least the customer now has a functioning feature.