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New Order Email Notification Is Not Working Rate Topic   - - - - -

 
  • Jamalla
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Posted 25 December 2017 - 02:05 AM #1

Hi,

 

When a buyer places a new order, a notification email is not sent any more to the Admin or Seller.

Would you please advise what should I check to solve this issue?

 

Thanks



 
  • oleg.gorshkov
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Posted 25 December 2017 - 06:16 AM #2

Hi,

 

When a buyer places a new order, a notification email is not sent any more to the Admin or Seller.

Would you please advise what should I check to solve this issue?

 

Thanks

 

Hello!

 

The notification is not sent for one status only or for all statuses? Also check if the e-mail template is enabled for this status.


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Posted 25 December 2017 - 06:18 AM #3

Hi,

 

When a buyer places a new order, a notification email is not sent any more to the Admin or Seller.

Would you please advise what should I check to solve this issue?

 

Thanks

 

What about customers? Do they receive emails?


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  • Jamalla
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Posted 25 December 2017 - 11:46 AM #4

Hi, Thanks alot for your replies.

 

The emails is not sending any more for all the status and for the customers; they used to be sent, but they stopped.

 

 

Hello!

 

The notification is not sent for one status only or for all statuses? Also check if the e-mail template is enabled for this status.

 

How to check if the e-mail template is enabled for a status?

 

Thanks



 
  • oleg.gorshkov
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Posted 25 December 2017 - 11:53 AM #5

How to check if the e-mail template is enabled for a status?

 

Design -> Email templates. For example, the Open status has the "Order notification: Open" template.

 

Also check if any email is sent in your store. For example, update the user profile and check the e-mail.


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  • diako
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Posted 28 February 2018 - 02:26 PM #6

Hello all,

 

I have exactly the same problem. 

all email templates are enabled.

test emails work correctly.

profile change email work correctly.

 

But change order status  emails won't sent.

 

--for more info, i have changed all email template names and order statuses to my own language which is in rtl direction.

 

Would you please help me?



 
  • tbirnseth
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Posted 28 February 2018 - 07:34 PM #7

When you say "test emails work", how are you conducting those tests?

Is it only the customer emails that don't send?

If you enabled notify admin, does the admin account get those emails and the customer doesn't?

 

You could install our Email Logging addon.  It will create a log message about what is sent FROM cs-cart to your SMTP provider.  That would at least show you what's completing the change order status process.

 

You might verify that all customers are NOT receiving.  cs-cart email gets caught in spam buckets because they send html only and do not include a text section.

 

Also check your php error_log file for any related errors.  A fatal error will stop processing.


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  • diako
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Posted 01 March 2018 - 04:39 AM #8

Hello tbirnseth,

 

Thank you for your reply.

 

About test emails, i mean, when i'm in an email template for an order status, there is a "Send test email" button there. the test is working. an email are sent all the time when i hit the test button to the admin email. but no customer gets change status emails. but all customers get create and change profile emails.



 
  • tbirnseth
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Posted 01 March 2018 - 09:01 PM #9

Okay, you're using the new email editor....  Make sure you have "notify customer" set for all the statuses that you want them to be notified on.  The most common case is that merchant's don't realize that some are unchecked.


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Posted 02 March 2018 - 05:50 AM #10

Okay, you're using the new email editor....  Make sure you have "notify customer" set for all the statuses that you want them to be notified on.  The most common case is that merchant's don't realize that some are unchecked.

 

Actually when new editor is enabled, statuses do not have mentioned settings. Make sure that corresponding e-mail templates have the Active status


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Posted 17 March 2018 - 10:05 AM #11

Design -> Email templates. For example, the Open status has the "Order notification: Open" template.

 

Also check if any email is sent in your store. For example, update the user profile and check the e-mail.

Hello,

 

I have the same issue. My customers don't receive any new order email notifications. All "Order notification" are active.

BUT they can receive "User account activation", "User profile update", or "New message" email notifications.

 

I use SparkPost SMTP.

 

Thanks for help



 
  • oleg.gorshkov
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Posted 19 March 2018 - 11:59 AM #12

Hello,

 

I have the same issue. My customers don't receive any new order email notifications. All "Order notification" are active.

BUT they can receive "User account activation", "User profile update", or "New message" email notifications.

 

I use SparkPost SMTP.

 

Thanks for help

 

Hello!

 

Also check if Order department e-mail address (Settings->Company) is set correctly.


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Posted 19 March 2018 - 01:01 PM #13

Hello!
 
Also check if Order department e-mail address (Settings->Company) is set correctly.

Yes, I have already set all email address field (in Setting -> Company) to support@mydomain.com.
User department e-mail address: support@mydomain.com
Site administrator e-mail address: support@mydomain.com
Order department e-mail address: support@mydomain.com
Help/Support department e-mail address: support@mydomain.com
Reply-To newsletter e-mail address: support@mydomain.com

 

I don't know why my customers receive all emails except new order email notifications.



 
  • tbirnseth
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Posted 19 March 2018 - 08:07 PM #14

You need to verify:

1 - is the email being sent (check your SMTP logs).

2 - is it in your customer's spam box?

 

Generally #1 will be true if any email at all is being sent.  Most likely the problem is with #2 unless there is an error that is preventing the email from being sent on the customer side of things (check your php error_log file for a smarty template error).


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Posted 20 March 2018 - 10:29 AM #15

You need to verify:

1 - is the email being sent (check your SMTP logs).

2 - is it in your customer's spam box?

 

Generally #1 will be true if any email at all is being sent.  Most likely the problem is with #2 unless there is an error that is preventing the email from being sent on the customer side of things (check your php error_log file for a smarty template error).

Thanks for your reply.

- I registered a test customer account on my site with a test-account@gmail.com and I received an email "Account activated" after registration. That means my test account can receive email from my website.

- I have placed an order with my test customer account on my website but my test customer account doesn't receive any emails about new order. Both Vendor and Order Department receive new order email.

 

1. I have already checked SMTP logs. There are 2 message sent (to vendor email and to Oder Department email). There is no bounce email.

2. There's nothing in customer's spam box. I have checked all inbox.

 

When I tried to notify my test customer account in Order status, there's no email. Vendor and Order Department all receive the order status email.

sendemail.png

 

It's very strange.



 
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Posted 20 March 2018 - 01:30 PM #16

It is required to debug the issue on your server. Very strange problem


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  • tbirnseth
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Posted 20 March 2018 - 08:30 PM #17

Check your php error_log file for any template errors that might exist for the customer notifications for invoice.tpl


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Posted 21 March 2018 - 01:31 PM #18

Hello,

 

There's nothing in PHP Log. I have tested today and I found an error when Save change customer's Order in Admin Panel.

I tick notify customer

customer2.png
 

And then I got this error:

 

customer.png

 

 

(Customer doesn't receive any email. Notify orders department and vendor are ok. They all receive emails)

 

After that I try to disable that customer and notify user:

customer3.png

This customer receive "Account deactivated" email.

 

So what's wrong with all order email?



 
  • tbirnseth
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Posted 21 March 2018 - 06:44 PM #19

You are connecting the smtp server but the sending agent (cs-cart) is terminating before the data is completely sent.

You have an error/issue with your invoice template or a 3rd party addon that is trying to manipulate it.  Suggest you turn off ALL 3rd party addons and try your test again  If it succeeds you then have to identify which addon is causing the problem and work with that developer to get it resolved.


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Posted 22 March 2018 - 10:38 AM #20

Hello,

THanks for your reply. But after disable all thirdparty addons, customers still don't receive order email. And There are some logs:

In php-fpm-slow.log:


[22-Mar-2018 17:17:23]  [pool www] pid 30754
script_filename = /home/mydomain.com/public_html/quantristls.php
[0x00007f6e23c17120] curl_exec() /home/mydomain.com/public_html/app/Tygh/Http.php:685
[0x00007f6e23c167a0] _curlRequest() /home/mydomain.com/public_html/app/Tygh/Http.php:386
[0x00007f6e23c16480] _request() /home/mydomain.com/public_html/app/Tygh/Http.php:73
[0x00007f6e23c163b0] post() /home/mydomain.com/public_html/app/Tygh/Pdf.php:120
[0x00007f6e23c16130] render() /home/mydomain.com/public_html/app/functions/fn.cart.php:7648
[0x00007f6e23c15f80] fn_print_order_invoices() /home/mydomain.com/public_html/app/functions/fn.common.php:6986
[0x00007f6e23c15e20] fn_core_mailer_send_pre() /home/mydomain.com/public_html/app/functions/fn.control.php:129
[0x00007f6e23c15be0] fn_set_hook() /home/mydomain.com/public_html/app/Tygh/Mailer/Mailer.php:214
[0x00007f6e23c15720] send() /home/mydomain.com/public_html/app/functions/fn.cart.php:6485
[0x00007f6e23c15480] fn_order_notification() /home/mydomain.com/public_html/app/functions/fn.cart.php:2379
[0x00007f6e23c152a0] fn_change_order_status() /home/mydomain.com/public_html/app/controllers/backend/orders.php:177

[22-Mar-2018 17:18:11]  [pool www] pid 30754
script_filename = /home/mydomain.com/public_html/quantristls.php
[0x00007f6e23c16180] file_get_contents() /home/mydomain.com/public_html/app/Tygh/Mailer/Transports/PhpMailerTransport.php:103
[0x00007f6e23c15d80] initByMessage() /home/mydomain.com/public_html/app/Tygh/Mailer/Transports/PhpMailerTransport.php:112
[0x00007f6e23c15be0] sendMessage() /home/mydomain.com/public_html/app/Tygh/Mailer/Mailer.php:215
[0x00007f6e23c15720] send() /home/mydomain.com/public_html/app/functions/fn.cart.php:6528
[0x00007f6e23c15480] fn_order_notification() /home/mydomain.com/public_html/app/functions/fn.cart.php:2379
[0x00007f6e23c152a0] fn_change_order_status() /home/mydomain.com/public_html/app/controllers/backend/orders.php:177

[22-Mar-2018 17:21:37]  [pool www] pid 14913
script_filename = /home/mydomain.com/public_html/quantristls.php
[0x00007f6e23c16c00] fwrite() /home/mydomain.com/public_html/app/lib/vendor/phpmailer/phpmailer/class.smtp.php:992
[0x00007f6e23c16b50] client_send() /home/mydomain.com/public_html/app/lib/vendor/phpmailer/phpmailer/class.smtp.php:704
[0x00007f6e23c166d0] data() /home/mydomain.com/public_html/app/lib/vendor/phpmailer/phpmailer/class.phpmailer.php:1568
[0x00007f6e23c16090] smtpSend() /home/mydomain.com/public_html/app/lib/vendor/phpmailer/phpmailer/class.phpmailer.php:1335
[0x00007f6e23c15e60] postSend() /home/mydomain.com/public_html/app/lib/vendor/phpmailer/phpmailer/class.phpmailer.php:1213
[0x00007f6e23c15d80] send() /home/mydomain.com/public_html/app/Tygh/Mailer/Transports/PhpMailerTransport.php:118
[0x00007f6e23c15be0] sendMessage() /home/mydomain.com/public_html/app/Tygh/Mailer/Mailer.php:215
[0x00007f6e23c15720] send() /home/mydomain.com/public_html/app/functions/fn.cart.php:6485
[0x00007f6e23c15480] fn_order_notification() /home/mydomain.com/public_html/app/functions/fn.cart.php:2379
[0x00007f6e23c152a0] fn_change_order_status() /home/mydomain.com/public_html/app/controllers/backend/orders.php:177

[22-Mar-2018 17:26:14]  [pool www] pid 14913
script_filename = /home/mydomain.com/public_html/vendor.php
[0x00007f6e23c17790] fgets() /home/mydomain.com/public_html/app/lib/vendor/phpmailer/phpmailer/class.smtp.php:1088
[0x00007f6e23c173d0] get_lines() /home/mydomain.com/public_html/app/lib/vendor/phpmailer/phpmailer/class.smtp.php:338
[0x00007f6e23c16ee0] connect() /home/mydomain.com/public_html/app/lib/vendor/phpmailer/phpmailer/class.phpmailer.php:1660
[0x00007f6e23c16660] smtpConnect() /home/mydomain.com/public_html/app/lib/vendor/phpmailer/phpmailer/class.phpmailer.php:1540
[0x00007f6e23c16020] smtpSend() /home/mydomain.com/public_html/app/lib/vendor/phpmailer/phpmailer/class.phpmailer.php:1335
[0x00007f6e23c15df0] postSend() /home/mydomain.com/public_html/app/lib/vendor/phpmailer/phpmailer/class.phpmailer.php:1213
[0x00007f6e23c15d10] send() /home/mydomain.com/public_html/app/Tygh/Mailer/Transports/PhpMailerTransport.php:118
[0x00007f6e23c15b70] sendMessage() /home/mydomain.com/public_html/app/Tygh/Mailer/Mailer.php:215
[0x00007f6e23c156b0] send() /home/mydomain.com/public_html/app/functions/fn.cart.php:6485
[0x00007f6e23c15410] fn_order_notification() /home/mydomain.com/public_html/app/functions/fn.cart.php:2379
[0x00007f6e23c15230] fn_change_order_status() /home/mydomain.com/public_html/app/controllers/backend/orders.php:177

In php-fpm-error.log-20180322:

[22-Mar-2018 01:27:05 Asia/Bangkok] PHP Notice:  Undefined index: price in /home/mydomain.com/public_html/app/controllers/frontend/product_features.php on line 62
[22-Mar-2018 01:27:15 Asia/Bangkok] PHP Notice:  Undefined index: price in /home/mydomain.com/public_html/app/controllers/frontend/product_features.php on line 62
[22-Mar-2018 01:27:21 Asia/Bangkok] PHP Notice:  Undefined index: price in /home/mydomain.com/public_html/app/controllers/frontend/product_features.php on line 62
[22-Mar-2018 01:27:28 Asia/Bangkok] PHP Notice:  Undefined index: price in /home/mydomain.com/public_html/app/controllers/frontend/product_features.php on line 62
[22-Mar-2018 01:27:35 Asia/Bangkok] PHP Notice:  Undefined index: price in /home/mydomain.com/public_html/app/controllers/frontend/product_features.php on line 62
[22-Mar-2018 01:27:41 Asia/Bangkok] PHP Notice:  Undefined index: price in /home/mydomain.com/public_html/app/controllers/frontend/product_features.php on line 62
[22-Mar-2018 01:27:51 Asia/Bangkok] PHP Notice:  Undefined index: price in /home/mydomain.com/public_html/app/controllers/frontend/product_features.php on line 62
[22-Mar-2018 01:28:00 Asia/Bangkok] PHP Notice:  Undefined index: price in /home/mydomain.com/public_html/app/controllers/frontend/product_features.php on line 62
[22-Mar-2018 01:28:08 Asia/Bangkok] PHP Notice:  Undefined index: price in /home/mydomain.com/public_html/app/controllers/frontend/product_features.php on line 62
[22-Mar-2018 01:28:19 Asia/Bangkok] PHP Notice:  Undefined index: price in /home/mydomain.com/public_html/app/controllers/frontend/product_features.php on line 62
[22-Mar-2018 01:28:34 Asia/Bangkok] PHP Notice:  Undefined index: price in /home/mydomain.com/public_html/app/controllers/frontend/product_features.php on line 62

In php-fpm.log:

[22-Mar-2018 17:17:23] NOTICE: child 30754 stopped for tracing
[22-Mar-2018 17:17:23] NOTICE: about to trace 30754
[22-Mar-2018 17:17:23] NOTICE: finished trace of 30754
[22-Mar-2018 17:18:11] WARNING: [pool www] child 30754, script '/home/mydomain.com/public_html/quantristls.php' (request: "POST /quantristls.php?dispatch=orders.update_status&id=33&status=O&return_url=quantristls.php%3Fdispatch%3Dorders.details%26order_id%3D33&notify_user=Y&notify_department=Y&notify_vendor=Y") executing too slow (4.247289 sec), logging
[22-Mar-2018 17:18:11] NOTICE: child 30754 stopped for tracing
[22-Mar-2018 17:18:11] NOTICE: about to trace 30754
[22-Mar-2018 17:18:11] NOTICE: finished trace of 30754
[22-Mar-2018 17:21:37] WARNING: [pool www] child 14913, script '/home/mydomain.com/public_html/quantristls.php' (request: "POST /quantristls.php?dispatch=orders.update_status&id=33&status=F&return_url=quantristls.php%3Fdispatch%3Dorders.details%26order_id%3D33&notify_user=Y&notify_department=Y&notify_vendor=Y") executing too slow (4.151599 sec), logging
[22-Mar-2018 17:21:37] NOTICE: child 14913 stopped for tracing
[22-Mar-2018 17:21:37] NOTICE: about to trace 14913
[22-Mar-2018 17:21:37] NOTICE: finished trace of 14913
[22-Mar-2018 17:26:14] WARNING: [pool www] child 14913, script '/home/mydomain.com/public_html/vendor.php' (request: "POST /vendor.php?dispatch=orders.update_status&id=33&status=C&return_url=vendor.php%3Fdispatch%3Dorders.details%26order_id%3D33%26sl%3Dvi&notify_user=Y") executing too slow (5.313902 sec), logging
[22-Mar-2018 17:26:14] NOTICE: child 14913 stopped for tracing
[22-Mar-2018 17:26:14] NOTICE: about to trace 14913
[22-Mar-2018 17:26:14] NOTICE: finished trace of 14913