All subscribers and statistics are gone.

  • Hi,
    All subscribers and statistics are gone.

    Here is the system info :

    name: (confidential)
email: [email protected]
PHP version: 8.0.30
MailPoet Free version: 4.36.0
MailPoet Premium version: 4.36.0
MailPoet Premium/MSS key: 73........5804**
WordPress version: 6.3.2
Database version: 10.5.19-MariaDB-1:10.5.19+maria~deb11-log
Web server: Apache
Server OS: Linux info 3.0 #1337 SMP Tue Jan 01 00:00:00 CEST 2000 all GNU/Linux
WP info: WP_MEMORY_LIMIT: 40M - WP_MAX_MEMORY_LIMIT: 2000M - WP_DEBUG: - WordPress language: fr_FR
PHP info: PHP max_execution_time: 30 - PHP memory_limit: 2000M - PHP upload_max_filesize: 2000M - PHP post_max_size: 2000M
Multisite environment?: No
Current Theme: Bravada Plus (version 1.1.0)
Active Plugin names: fluent-smtp/fluent-smtp.php, backup-backup/backup-backup.php, complianz-gdpr/complianz-gpdr.php, counter-number-showcase/counter-number-showcase.php, fluent-forms-connector-for-mailpoet/fluent-forms-connector-for-mailpoet.php, fluentform/fluentform.php, fluentformpro/fluentformpro.php, google-site-kit/google-site-kit.php, gtranslate/gtranslate.php, mailpoet-premium/mailpoet-premium.php, mailpoet/mailpoet.php, official-facebook-pixel/facebook-for-wordpress.php, really-simple-ssl/rlrsssl-really-simple-ssl.php, regenerate-thumbnails/regenerate-thumbnails.php, theme-my-login/theme-my-login.php, tml-redirection/tml-redirection.php, user-role-editor/user-role-editor.php, wp-fastest-cache/wpFastestCache.php, xml-sitemap-feed/xml-sitemap.php, youtube-embed-plus/youtube.php
Sending Method: PHPMail
Sending Frequency: 100 emails every 5 minutes
MailPoet sending info: Send all site's emails with: default WordPress sending method - Task Scheduler method: Action Scheduler - Cron ping URL: https://zenistock.eu?mailpoet_router&endpoint=cron_daemon&action=ping - Default FROM address: [email protected] - Default Reply-To address: [email protected] - Bounce Email Address: [email protected]
Total number of subscribers: 5
Plugin installed at: 2022-12-20 08:48:46
Installed via WooCommerce onboarding wizard: false

    On our test site we updated mailpoet to the latest version and we got the subscribers and stats back but the stats consider the subscribers deleted.
    We observed that subscribers were considered created at the time of update.

    Should we intervene directly on the database in your opinion?
    Is this due to using the free version?

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Ojoma a11n

    (@geraltrivia)

    Hello there @zenistock,

    Thank you for reaching out to us.

    All subscribers and statistics are gone.

    First of all the issue you’re experiencing with the missing subscribers isn’t occuring because you are using the free version of the MailPoet plugin.

    From the system info you sent over, I can see that it says you have only 5 subscribers. I’m assuming that system info is the one gotten from your live site.

    On our test site we updated mailpoet to the latest version and we got the subscribers and stats back but the stats consider the subscribers deleted.
    We observed that subscribers were considered created at the time of update.

    I suggest re-installing the MailPoet plugin on your live site by following this guide: https://kb.mailpoet.com/article/258-re-installing-updating-the-plugin-via-ftp.

    If the issue still persists we would be able to troubleshoot this further.

    Thread Starter zenistock

    (@zenistock)

    Thanks for your time @geraltrivia !

    You wrote “First of all the issue you’re experiencing with the missing subscribers isn’t occuring because you are using the free version of the MailPoet plugin.”

    Our answer : On live site we have premium version and had the same issue.

    You wrote “I suggest re-installing the MailPoet plugin on your live site by following this guide:?https://kb.mailpoet.com/article/258-re-installing-updating-the-plugin-via-ftp.”

    We observed that the issue maybe came from a save/restore of the web site, mailpoet considered this data migration and delete “old subscribers” to replace them with “new” ones when we update the plugin. New primary keys were created after updating the plugin and the links to newsletter statistics no longer worked.
    We “insert to” the old data (and remove the new duplicate data) into the following tables: mailpoet_subscribers.sql, mailpoet_newsletters.sql, mailpoet_newsletter_links.
    This is how we recovered our statistics.

    A little complicated if “rookies” encounter this issue

    We are not sure that reinstalling the plugin would have fixed the issue.

    Plugin Support Ojoma a11n

    (@geraltrivia)

    Hello again @zenistock,

    Thank you for your detailed explanation of how you resolved the issue with your MailPoet subscribers and statistics. It’s great to hear that you were able to recover the missing data and get your statistics back on track.

    You’re correct that the save/restore process of your website could have caused some issues in MailPoet’s database that led to old subscribers being replaced with new ones. Your solution of manually inserting the old data and removing the duplicate data in the relevant database tables was a smart approach to fixing the issue.

    Regarding your concern about this being complicated for users with less experience, I understand how this can be challenging. However, troubleshooting complex issues like this may sometimes require advanced steps, especially when they involve server and database-related tasks.

    As for reinstalling the plugin, it might not have resolved this specific issue since it appears that the problem was related to data migration. However, reinstalling is a standard troubleshooting step that can often help resolve other unrelated challenges.

    We appreciate your feedback and hope you continue to have a positive experience with MailPoet. If you have any further questions or encounter any other issues, please don’t hesitate to contact us. We’re here to help.

    Cheers!

Viewing 3 replies - 1 through 3 (of 3 total)
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