“from” address will not save, emails to customers will not send

  • Resolved dcspurs

    (@dcspurs)


    3 months, 1 week ago

    Thank you in advance for any assistance.

    Doing multiple tests on order emails, and finding that the only emails that will successfully send are “completed order”. I moved several orders through various statuses, and emails for new and cancelled orders will send to my admin account (domain) but not to outside accounts. “Processing order” emails will send to other accounts within my domain (setup as customers), but not to others (yahoo, gmail, etc).

    I’ve confirmed via WP Mail Logging plugin that “processing order” and “cancelled order” emails are being sent, but “refunded order”, “order on-hold” are not appearing in that log. Again, “completed order” emails are being sent successfully across email domains.

    Additionally, the “from” address field in WooCommerce>Settings>Emails will not stay populated when I Save Settings. It reverts to being empty. I’ve confirmed that the account changes when I save, but the field stays blank.

    I’ve confirmed that the emails are all enabled in Woocommerce>Settings>emails. My initial guess is that it’s a plug-in or theme conflict…but I’m apprehensive to disable them all and create additional issues in the site.

    System Status Report

    ### WordPress Environment ###

WordPress address (URL): [Redacted]
Site address (URL): [Redacted]
WC Version: 9.1.4
Legacy REST API Package Version: The Legacy REST API plugin is not installed on this site.
Action Scheduler Version: ? 3.8.1
Log Directory Writable: ?
WP Version: 6.6.1
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.33
PHP Post Max Size: 256 MB
PHP Time Limit: 120
PHP Max Input Vars: 4000
cURL Version: 8.2.1
OpenSSL/3.1.1

SUHOSIN Installed: –
MySQL Version: 8.0.36-28
Max Upload Size: 256 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

[REDACTED]

### Post Type Counts ###

attachment: 152
customize_changeset: 39
kubio-globals: 1
mc4wp-form: 1
nav_menu_item: 29
page: 30
personnel: 14
post: 25
product: 24
product_variation: 55
revision: 183
shop_order_placehold: 14
sp_calendar: 1
sp_column: 8
sp_event: 50
sp_list: 6
sp_metric: 2
sp_outcome: 3
sp_performance: 5
sp_result: 3
sp_staff: 3
sp_statistic: 4
sp_table: 2
sp_team: 31
um_directory: 1
um_form: 5
wp_font_face: 33
wp_font_family: 12
wp_global_styles: 2
wp_template: 13
wp_template_part: 8
wpforms: 2
wptb-tables: 3

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (25) ###

Custom Twitter Feeds: by Smash Balloon – 2.2.2
Envato Market: by Envato – 2.0.11
Goodlayers Personnel Post Type: by Goodlayers – 1.3.1
Goodlayers Portfolio Post Type: by Goodlayers – 1.3.8
Goodlayers Twitter: by Goodlayers – 1.0.4
Goodlayers Core: by Goodlayers – 2.0.2
Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 9.0.0
Smash Balloon Instagram Feed: by Smash Balloon – 6.5.0
Mailchimp for WooCommerce: by Mailchimp – 4.2.1
MC4WP: Mailchimp for WordPress: by ibericode – 4.9.15
Printify Shipping Method: by Printify – 2.12
Repeater Fields for WPForms: by add-ons.org – 1.4.2
Slider Revolution: by ThemePunch – 6.7.14
Security Optimizer: by SiteGround – 1.5.2
SportsPress for Football (Soccer): by ThemeBoy – 0.9.6
SportsPress: by ThemeBoy – 2.7.22
Ultimate Member: by Ultimate Member – 2.8.6
W3 Total Cache: by BoldGrid – 2.7.5
WooCommerce Stripe Gateway: by WooCommerce – 8.6.1
WooCommerce: by Automattic – 9.1.4
SiteGround Central: by SiteGround – 3.0.2
WP Maps: by flippercode – 4.6.5
WP Mail Logging: by WP Mail Logging Team – 1.12.0
WP Table Builder: by WP Table Builder – 1.5.0
WPForms Lite: by WPForms – 1.9.0.1

### Inactive Plugins (8) ###

Google for WooCommerce: by WooCommerce – 2.8.1
Import and export users and customers: by codection – 1.27.1
Jetpack: by Automattic – 13.7
Maintenance: by WebFactory Ltd – 4.12
Printful Integration for WooCommerce: by Printful – 2.2.10
Ultimate Member - WooCommerce: by Ultimate Member – 2.4.1
WordPress Importer: by wordpressdotorg – 0.8.2
Yoast Duplicate Post: by Enrico Battocchi & Team Yoast – 4.5

### Dropin Plugins () ###

advanced-cache.php: advanced-cache.php

### Settings ###

API Enabled: –
Force SSL: ?
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: ?
Enforce Approved Product Download Directories: ?
HPOS feature enabled: ?
Order datastore: Automattic\WooCommerce\Internal\DataStores\Orders\OrdersTableDataStore
HPOS data sync enabled: –

### Logging ###

Enabled: ?
Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2
Retention period: 30 days
Level threshold: –
Log directory size: 498 KB

### WC Pages ###

Shop base: #2956 - /shop/
Cart: #2957 - /cart/ -  Contains the [woocommerce_cart] shortcode
Checkout: #2958 - /checkout/ -  Contains the [woocommerce_checkout] shortcode
My account: #2959 - /my-account/
Terms and conditions: #6170 - /tos/

### Theme ###

Name: BigSlam
Version: 2.1.7
Author URL: https://www.goodlayers.com
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ?

### Templates ###

Overrides: bigslam/archive-product.php version 3.4.0 is out of date. The core version is 8.6.0
bigslam/woocommerce/single-product/meta.php
bigslam/woocommerce/single-product/price.php
bigslam/woocommerce/single-product/rating.php
bigslam/woocommerce/single-product/related.php
bigslam/woocommerce/single-product/review-meta.php
bigslam/woocommerce/single-product/tabs/tabs.php
bigslam/woocommerce/single-product/title.php

Outdated Templates: ?


                        Learn how to update

### Admin ###

Enabled Features: activity-panels
analytics
product-block-editor
coupons
core-profiler
customize-store
customer-effort-score-tracks
import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
product-custom-fields
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
woo-mobile-welcome
wc-pay-promotion
wc-pay-welcome-page
launch-your-store

Disabled Features: experimental-blocks
minified-js
pattern-toolkit-full-composability
product-pre-publish-modal
printful
settings
async-product-editor-category-field
product-editor-template-system

Daily Cron: ? Next scheduled: 2024-08-14 14:54:22 -04:00
Options: ?
Notes: 63
Onboarding: completed

### Action Scheduler ###

Canceled: 1
Oldest: 2024-08-13 16:09:50 -0400
Newest: 2024-08-13 16:09:50 -0400

Complete: 634
Oldest: 2024-07-15 15:50:23 -0400
Newest: 2024-08-13 21:43:51 -0400

Failed: 713
Oldest: 2024-07-15 21:06:38 -0400
Newest: 2024-08-13 20:51:30 -0400

Pending: 8
Oldest: 2024-08-13 21:51:30 -0400
Newest: 2024-08-20 17:09:35 -0400


### Status report information ###

Generated at: 2024-08-13 21:50:33 -04:00

    The page I need help with: [log in to see the link]

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @dcspurs

    Based on the information you shared, it seems like there are two main issues you are experiencing:

    1. Certain WooCommerce emails are not being sent out or received properly.
    2. The “from” address field in WooCommerce > Settings > Emails does not stay populated after saving settings.

    For the first issue, the emails seem to be sent to the same domain but not external domains like Yahoo or Gmail. This could be due to many reasons, including your server’s email sending limits, spam filters, or issues with the email server itself.

    One way to troubleshoot this issue is by using an SMTP plugin to handle your outgoing emails. Using an SMTP plugin like WP Mail SMTP can help ensure that your emails are being sent out properly and are not being marked as spam.

    For the second issue, it’s unusual that your “from” address is not being saved. This could be due to a plugin conflict. I understand your apprehension towards disabling all plugins, but it’s one of the most effective methods to identify if a plugin is causing the issue. You can disable the plugins one by one, checking each time if the issue persists. If the issue is resolved after disabling a specific plugin, then you’ve found the culprit.

    If you can’t do it on the live site, you can do it on a staging site. More info: https://woocommerce.com/posts/what-is-staging-site-wordpress-how-to-set-one-up/

    If you still encounter issues, please review our email sending FAQ for help, troubleshooting steps and solutions here: https://woo.com/document/email-faq/

    Furthermore, I noticed from your system status report that your theme has some outdated templates. This could potentially cause issues with your site’s functionality. I would recommend updating these templates to their latest versions.

    I hope this helps! Please let us know how it goes or if you need further assistance.

    Thread Starter dcspurs

    (@dcspurs)

    Thanks for the reply, @shameemreza

    I’ve enabled SMTP, and have tried sending new emails. “Processing emails” are successfully being received!

    However, “order on hold” and “Refunded order” emails are not being generated (according to WP Mail log), despite being enabled in the email settings.

    Plugin Support Rajesh K. (woo-hc)

    (@rajeshml)

    Hello @dcspurs,

    Did you try?running the conflict test?as suggested by my colleague to confirm if anything external is conflicting?

    Please let us know how it goes.

    Thanks!

    Thread Starter dcspurs

    (@dcspurs)

    Yes, I deactivated all plugins not required to run my site and the issue remained. I’m unable to switch my theme as it’s likely I would lose a lot of custom functionality when I switched back, due to a custom page builder.

    I’ve also contacted my theme designer regarding updating the woo templates.

    • This reply was modified 3 months, 1 week ago by dcspurs.
    • This reply was modified 3 months, 1 week ago by dcspurs.
    Plugin Support Rajesh K. (woo-hc)

    (@rajeshml)

    Hello @dcspurs,

    Please know that, while running a full conflict test it is required to disable all plugins except WooCommerce and activate a default theme like Storefront or Twenty Twenty-Four.

    Considering your situation, I would recommend you create a staging site?that is a replica of your live site. You can then safely perform tests and debug without affecting your live site. ?You can ask your host if they offer this service, or you can use?WP Staging?to quickly spin up a new test site.

    I hope this information helps.

    Plugin Support Rajesh K. (woo-hc)

    (@rajeshml)

    Hello @dcspurs,

    I’m marking this topic as “resolved” due to recent inactivity. Hopefully, you were able to find a solution to your problem! If more assistance is needed, feel free to post back here or open a new topic.

    Thanks!

Viewing 6 replies - 1 through 6 (of 6 total)
  • You must be logged in to reply to this topic.