my version 6 not sending emails

[pixie]

Would be very grateful for any help. My husband who has been running my website for last 6 years has just run off with another woman.
So apart from heartbreak I'm having to do techie stuff for very first time.
He updated my website ( host - netcetera ) and the content of my actinic 6 catalog, before he scarpered, but I've just had my first 2 transactions of the year ( my business is tiny ), and can see that the clients are getting a payment confirmation from rbs Worldpay (my e-commerce provider) but not the detailed Actinic receipt/confirmation that tells them what they've purchased. The client normally presses something to request Actinic receipt whilst they are making payment, and it would then go out to them automatically, and then I would also receive a copy of that e-mail.

In case the 2 clients above had for some reason not wanted a proper detailed actinic receipt, I thought I'd test it for myself and just made a purchase off my own website and requested an actinic receipt and didn't receive one.

I looked up on actinic.com what to do under 'Actinic software does not send emails', and it said to for me to look in help + troubleshooting in my actinic account and then press on 'view error log' . But when I did this it said - this page cannot be found....

Can anyone suggest how i should tackle my problem. Getting the actinic receipt is actually very important for my clients because of the nature of what they are purchasing

Thanks for any help...

[NormanRouxel]

Welcome to the Forum, Fiona. Especially under such difficult circumstances.

Are you getting the "Catalog Order Received" emails?

Can you post an URL of your site so we can take a look?

Also it may help if you go to Advanced / Network Setup, click the Test button and report any errors that you see.

Another thing that will help is again in Advanced / Network Setup to click Export and save the results as a text file. Now open this text file and copy / paste the info into a reply on this forum. Make sure you delete any passwords first.

Now we'll have heaps of info that lets us try to solve your problem.

[Golf Tee Warehouse]

After googling the company name listed in Fiona's public profile I would guess the URL is www dot londontoursaufdeutsch dot com and is in German.

[pixie]

more info to help solve my problem

Hi there, thanks very much for trying to help. My site is:
www.londontoursaufdeutsch.com - it's all in german

Not even getting catalog order received email.

I did the test thing you said and I got an email telling me that the email address and smtp server you specified are correct.

This below is the export thing you told me to do - I pressed export a few times, I hope that's ok, because i couldn't find a way of saving it as text first time. I removed the ftpusername and ftppassword - is this stuff safe now to be on display on this forum?

HTTPPROXYMODE 0
HTTPPROXYADDRESS
HTTPPROXYPORT 80
HTTPPROXYUSER
HTTPPROXYPASSWORD
FTPPROXYMODE 0
FTPPROXYADDRESS
FTPPROXYPORT 21
FTPPROXYUSER
FTPPROXYPASSWORD
SCRIPTID 1
SCRIPTEXT .pl
SMTPHOST smtp189.inetc.net
WEBSITEURL http://londontoursaufdeutsch.com/
IGNOREPASSIVEERRORS true
USERELATIVECGIURLS false
PATHTOPERL /usr/bin/perl
CATALOGURL http://londontoursaufdeutsch.com/acatalog/
CGIBINURL http://londontoursaufdeutsch.com/cgi-bin/
PATHFROMCGITOCATALOG acatalog/
CODEBASE ./
FTPHOST londontoursaufdeutsch.com
FTPUSERNAME
FTPPASSWORD
PATHTOCGIBIN /valery/www/root/cgi-bin/
USEPASSIVEFTP true
FTPPATHFROMCGITOCATALOG /valery/www/root/acatalog/

[Mike Hughes]

Can you try sending an email to yourself from Actinic using an 'external' address such as yahoo or gmail. You can do this by opening an order, selecting an email to send and overwriting the customer email address with your own.

I suspect that the problem is that you need to use authenticated SMTP to send to external addresses but V6 doesn't support this. The above test will show if this is it.

Mike

[NormanRouxel]

This post is more for others looking than for Fiona herself.

Some settings seem inconsistent.

PATHTOCGIBIN /valery/www/root/cgi-bin/
FTPPATHFROMCGITOCATALOG /valery/www/root/acatalog/
PATHFROMCGITOCATALOG acatalog/

I've a feeling that these will result in two acatalog directories, one erronously inside gci-bin.

I'd expect

PATHFROMCGITOCATALOG ../acatalog/

What do others think?

[Mike Hughes]

Good point Norman.

I'd also say the correct setting for PATHFROMCGITOCATALOG would be ../acatalog/

I suspect the ftp one (FTPPATHFROMCGITOCATALOG ) probably overwrites the other as this is the one that says 'leave blank unless advised'.

I checked Fiona's website and there's no sign of an extra acatalog directory in the cgi-bin.

But yes, the correct settings would ../acatalog/ and to leave the ftp one blank.

Mike

[NormanRouxel]

I'd also say the correct setting for PATHFROMCGITOCATALOG would be ../acatalog/

Agreed on those network settings. However it may be best to only tinker with that after the email problem is fixed. It's asking for trouble to change two things at the same time.

Back to advice for Fiona now.

Go to Advanced / Network Setup and change Mail (SMTP Server) to "localhost" (without the quotes). Then try the Test button and report what happens.

Also check you incoming email a minute or two later as this test is meant to send an email to the site owner.

[leehack]

Will SMTP details need to be cleared also and unticked to use localhost?

[NormanRouxel]

Will SMTP details need to be cleared also and unticked to use localhost?

It's a V6 site and the only available setting in V6 is the Mail (SMTP Server) one.

Mail authentication came in with V7 so things will become tricky if the site hosts have changed things so that authentication is now required.

[pixie]

Tried the thing you told me to do

Thanks very much again for your help.

I changed the smtp server to local host and did test.

Result of test was :
DNS look up failed - host not found (unknown error)

Checked my email couple of minutes later - nothing arrived.
When I did test a couple of days ago with original smtp server test email did arrive ok

Should I now change smtp server back to what it was before?

One thought - my e-payment provider worldpay has become rbsworldpay.
I thought my husband had checked to see if that meant any changes had to be made by us, and that he'd done whatever needed doing - but could it be that the problem with my actinic email has anything to do with that?
The Worldpay bit is working fine -i made a small purchase and it went through fine and I got the rbsworldpay payment confirmation.

Fiona

[NormanRouxel]

I changed the smtp server to local host and did test.

You said local host above when it should have been localhost

There should not be a space. Check that you've got it as localhost and correct and try again if not.

[Mike Hughes]

If 'localhost' doesn't work then change back to what it was before.

Have you tried sending an email to an external email address? This will test whether the problem is authentication or not.

Mike

[pixie]

Sorry - yes I left a space by mistake.

Corrected it to localhost and this time test was successful, but I have not received the email that I should have after doing test.

[pixie]

Sorry to be clueless, but how do I do the sending of an email to an external address from my actinic, that you recommend Mike?