Admin Emails Not Being Sent/ File Upload Issues

  • Resolved gdsinctc

    (@gdsinctc)


    3 years, 11 months ago

    Two issues, one bigger than the other:

    First and most important: our primary service form is not sending out email notifications when users fill it out and submit it. The problem is intermittent, which makes it harder to identify what might be causing the issue. The emails are not ending up in spam/junk, they’re just not showing up. We can still find the submission through the back end interface, but we should be receiving an email notice so we can get to them faster.

    Those emails should be going to three separate emails, two of which have different domains and providers and none of them are showing up. We’ll sometimes get 2-5 submissions in a day and only one of them will have this issue.

    The second issue is that many of our customers have reported that the file upload option is rejecting their image files, most of which seem to be standard .jpg files. As we often need these images to help diagnose the customer’s problems, we’d like to see this resolved.

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

Viewing 15 replies - 16 through 30 (of 32 total)
  • Thread Starter gdsinctc

    (@gdsinctc)

    Hi Support Team!

    I haven’t been able to find that screenshot and I’m starting to wonder if my email system purged that email for some reason. I’ll keep looking!

    But! I have an update on the email logging and missed emails! Here is the hidden field contents for the submission that didn’t notify us:

    Mozilla/5.0 (iPhone; CPU iPhone OS 14_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/87.0.4280.77 Mobile/15E148 Safari/604.1

    I’m not sure what that means, but I would imagine it makes more sense to you guys…

    Plugin Support Zafer – WPMU DEV Support

    (@wpmudevsupport15)

    Hey there @gdsinctc, thank you for following up.

    I did multiple tests on your form, and I was able to reproduce the issue, however, I configure a small form on a test site and used the same device, and it worked from there.

    I was wondering if you can share an export of your form, so we can test it from our end, I am thinking that it might be a server-side issue but would like to run that test first.

    Looking forward to your reply.

    Regards,

    Jorge

    Thread Starter gdsinctc

    (@gdsinctc)

    Hi Support Team!

    I have been through all of my emails for the last three months and no luck on the screenshot (I know it was sent to me, so this is really frustrating) – I think I have to accept that it’s gone.

    The export for the form that has been giving us the most trouble – for both problems – can be found here.

    Thread Starter gdsinctc

    (@gdsinctc)

    Quick update on a couple more forms that failed to send notifications:

    Mozilla/5.0 (iPhone; CPU iPhone OS 14_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/14.0.2 Mobile/15E148 Safari/604.1

    Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_6) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/14.0.2 Mobile/15E148 Safari/604.1

    Hi @gdsinctc,

    Thank you for providing us with that information.

    We had some trouble retrieving the export from the link shared. Could you please resend it, so we can test this further on an iOS device?

    Best,
    Jonathan S

    Thread Starter gdsinctc

    (@gdsinctc)

    Try this again as a Google Drive share:

    File Link

    Plugin Support Zafer – WPMU DEV Support

    (@wpmudevsupport15)

    Hey there, @gdsinctc, thank you for following up.

    This is extremely odd, I imported your form on my test site, used an iPhone, iPad, and Macbook to test this issue on that form, and it worked.

    I was wondering where are you hosting this site, I would like to investigate more and see if it’s a server related issue.

    Looking forward to your reply.

    Regards,

    Jorge

    Thread Starter gdsinctc

    (@gdsinctc)

    We are hosted through WordPress.

    This is such a bizarre, intermittent issue – I handle pretty much all of our IT here in the office, so I understand how hard it is to fix a problem you can’t easily recreate.

    Let me know if you any more information and I’ll do my best to provide it!

    Plugin Support Zafer – WPMU DEV Support

    (@wpmudevsupport15)

    Hey @gdsinctc thank you for your reply.

    I was wondering if you still have the email log plugin installed? Can we see the most recent logs including the ones that we tested from iOS devices?

    Once we have that, would it be possible to run a plugin conflict test?

        Deactivate all plugins, except the one presenting the issue.
        Test the specific action causing the issue
        If the issue does not occur, continue to the next step.
        Activate one of the previously active plugins.
        If the issue occurs, then you found the culprit
        If the issue does not occur, proceed to activate the next plugin and test again
        If after activating all plugins the issue still occurs, this could be a server related issue

    This can potentially give us an idea if any other product is causing this issue, however, it should also be caused for all entries, not just iOS devices.

    As for the hosting, do you mean that this is on WordPress.COM? One of my colleagues mentioned the following but couldn’t find if you confirmed is this was checked or not?

    Another possibility would be the email getting filtered by the Email host/provider before it gets to the destination.

    Thanks in advance.

    Jorge

    Thread Starter gdsinctc

    (@gdsinctc)

    We do still have the email logger running!

    The only thing the email log says is that they were successful, unless there’s more information hidden somewhere I can’t find?

    If I hover over the red X on failed ones, it says “SMTP Error: data not accepted.” exactly as it appears in the quotes.

    From the hidden field in the form itself:

    Patrick: Just a test – Slackbot-LinkExpanding 1.0 (+https://api.slack.com/robots)
    Patrick: Just another test – Slackbot-LinkExpanding 1.0 (+https://api.slack.com/robots)
    Jorge: This is a submission test – Mozilla/5.0 (Macintosh; Intel Mac OS X 11_1_0) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/87.0.4280.141 Safari/537.36
    Jorge: Second Test Safari iPhone – WhatsApp/2.20.206.24 A

    Unfortunately, given the wildly intermittent nature of the issue, I don’t think we’d be able to disable our other plugins long enough to find a conflict.

    For what it’s worth, the only other plugins we have running (outside of the default ones WP always has on) are the Email Log your team linked me to (installed after this issue started) and Business Reviews Bundle by Rich Plugins. The reviews bundle and Forminator had been running alongside each other for several months before this issue started.

    As the email log is stating that the emails failed to send out from the site, I don’t believe they’re being filtered by our host on the receiving end.

    Our sites were built in WP (yes, wordpress.com) native builder with domains registered through WP as well (both were transferred from other sources, but have been with WP for at least 6 months). I use wp-admin to login and edit them, so I would assume that’s the host in question?

    Plugin Support Predrag – WPMU DEV Support

    (@wpmudev-support1)

    Hi @gdsinctc,

    I’m afraid that this issue seems specific to your installation as we are unable to replicate it on our end and if the email logs are coming through that means that Forminator is doing “its thing” and try to send the emails and that the issue happens somewhere else in your email (most likely SMTP) configuration.

    It could also be related to server setup or something specific on your site causing it.
    I understand that you can’t perform the conflict test on your live site but I would strongly suggest setting up a staging site where you can test this to ensure that it’s not a conflict with something on your site that is causing this.

    You could also ask your hosting provider to check if there’s anything in the server logs that might give you more info on what’s going on.

    Cheers,
    Predrag

    Thread Starter gdsinctc

    (@gdsinctc)

    For now, we’ll just continue to monitor the situation for the email issue and see if we can find any other patterns to help pinpoint the issue.

    For the photo submissions, we had a customer today get an error response to her images (couldn’t get me a screenshot, but I did ask) and here is her browser info:

    Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/88.0.4324.150 Safari/537.36

    Plugin Support Zafer – WPMU DEV Support

    (@wpmudevsupport15)

    Hey there, @gdsinctc thank you for following up.

    As for the upload issue, I was wondering if it would be possible to get the size of the images? Based on that, you will need to contact your host, so they can increase the upload limit. And make sure to check the image extension.

    As for the email notification issue, in this case, we could test two more options:
    1 – Escalating this with your hosting provider to see if they can help you to troubleshoot this issue from the server side.

    2 – Try setting up an SMTP server to send emails from your site, this will improve deliverability

    Hope this helps.

    Jorge

    Thread Starter gdsinctc

    (@gdsinctc)

    Hi there!

    We have the form set up to allow any image/video file of any size (allowed by your form, which seems to be quite inclusive).

    I can do some checking with our customers that have had submitting issues, but trying to get this information from them is quite difficult…

    We did have another couple of file upload failures yesterday, here is their browser info, in case it helps:

    Mozilla/5.0 (iPhone; CPU iPhone OS 14_4 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/137.2.345735309 Mobile/15E148 Safari/604.1

    Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_6) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/14.0.3 Safari/605.1.15

    Thread Starter gdsinctc

    (@gdsinctc)

    Additional note, while I’m thinking about it –

    The two failed file uploads were from each of our sites – one from our overheaddoorgt.com/service page and another from the garagedoorservicesinc.com/service site originally linked.

Viewing 15 replies - 16 through 30 (of 32 total)
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