Links work on PC but not mobile devices

Hi there Jeff,

I tried opening the example link you shared both on a MacBook and a Windows desktop, but it seemed to go straight to your homepage in each case as well (so not just for mobile devices).

What page was that link supposed to be going to?

The data section of the tracking URL is used to match up the specific subscriber + newsletter + link that is being clicked, so if the associated subscriber or newsletter has been deleted, it may not work and would just go to the homepage instead.

If you send a brand new newsletter to your own personal subscriber, and try opening it on a desktop and a mobile device, do you still see the same behavior?

Thanks for the reply, Kelly.

Attempting to fix the problem, I restarted MailPoet and regenerated a new key. The problem still persists. I am also not getting any statistics and thinking that is related. I’m kinda frustrated and considering switching back to Mailchimp.

Hi there @jeff41,

Thanks for reaching back out on this one and I do apologize for the frustration.

I had a look at your site and your account and there are a few things you can check here.

First of all, on your MailPoet.com account, I’m seeing that your **domain has been verified twice.**

It’s verified once in mixed case (“Malahatlegion.ca”) and once in all lowercase (“malahatlegion.ca”).

While you should be able to verify your domain in mixed case, due to a current issue with MailPoet, we require all domains to be verified in **lowercase only** at this time.

I’m wondering here if the mixed case version is causing a mixup and causing an issue with your domain verification. This would explain the faulty URLs in the newsletter as well as the issue with statistics tracking.

So, to resolve this, please log into your account on MailPoet.com and click the “Sender Domains” tab. Click to open the mixed case version (“Malahatlegion.ca”) and use the button at the bottom of the page to Delete that domain.

This should leave the lowercase version as the only valid version. You’ll need to log into the dashboard of your site and go under MailPoet > Settings on the “Key Activation” tab and click the Verify button to make sure all is still well with your API key.

If that all looks good, please send yourself another test newsletter to verify this has resolved the issue.

If not, then I would recommend consulting this document:
https://kb.mailpoet.com/article/401-newsletters-links-redirecting-to-homepage-or-404

It walks you through a few other options, such as checking your cron job URL to make sure it is correct, resetting your permalinks, and clearing your caches to make sure all is well.

Thanks, Lynn.

I did delete the version starting with a capital and made sure there were no text or other dns settings beginning with a capital. I did try the suggestions in your knowledgebase but am stuck with the same results.

Hi there @jeff41,

Please head under MailPoet > Settings on the “Advanced” tab, and scroll to the bottom where you see the “View Logs” link. (There’s a settings dropbox here – if it is not set to “errors only” or “all logs” then please change that and run a fresh sending test.)

Once the logs are open, if there are any errors here please share them. You can use CMD+CLICK to open the full error message and then copy and paste it into your response.

In addition, please share screenshots of your system status under MailPoet > Help on the System Status tab (will probably require multiple screenshots to get it all).

Lastly, please go under Tools > Scheduled Actions and use the box in the top right to search for “mailpoet” and share a screenshot of the info shown for the daemon-trigger action.

Hi Lynn. Here is the information you asked for. Hope it helps solve the problem.

The error log: [2024-05-09T12:01:13.695511+00:00] cron.INFO: Daemon run ended too early! {“duration”:1,”remainingLimit”:18.468165159225464} {“free_plugin_version”:”4.50.0″,”premium_plugin_version”:”4.50.0″,”memory_usage”:”174 MB”,”url”:”/wp-admin/admin-ajax.php”,”ip”:”149.56.221.90″,”http_method”:”POST”,”server”:”malahatlegion.ca”,”referrer”:null,”file”:”/home/malahatl/public_html/wp-content/plugins/mailpoet/lib/Cron/ActionScheduler/Actions/DaemonRun.php”,”line”:107,”class”:”MailPoet\Cron\ActionScheduler\Actions\DaemonRun”,”function”:”afterProcess”}

The help info:

The scheduling – (I scrolled to the most recent entries)

Hi there @jeff41,

Thanks for sharing this error log, unfortunately, this does not point to any likely issue with links not working.

[redacted by moderator]

• This reply was modified 6 months, 1 week ago by Steven Stern (sterndata). Reason: removed login request

@lynnjat7

I’ve deleted your offer to login to your user’s site. I’m am 100% sure you mean well but please never ask for credentials on these forums.

• https://www.ads-software.com/support/guidelines/#the-bad-stuff

Now for the why: The internet is a wonderful place full of very nice people and a few very bad ones. I’m sure everyone here is very nice however, by giving some ones keys to your house you are trusting they wont steal anything. Likewise the person who takes the keys is now responsible for the house FOREVER.

If something was to go wrong, then you the author may well legally become liable for damages, which they would not normally have been as their software is provided without warranty.

Please be aware that repeatedly asking for credentials will result in us escalating this to the plugins team.

It’s never necessary to do that. Here’s why.

There are many ways to get information you need and accessing the user’s site is not one of them. That’s going too far.

• Ask for a link to the https://pastebin.com/ or https://gist.github.com log of the user’s web server error log.
• Ask the user to create and post a link to their phpinfo(); output.
• Ask the user to install the Health Check plugin and get the data that way.
• Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
• Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again.
• Ask the user for the step-by-step on how they can reproduce the problem.

You get the idea.

Volunteer support is not easy. But these forums need to a safe place for all users, experienced or new. Accessing their system that way is a short cut that will get you into real trouble in these forums.

Thanks for the offer, Lynn. Looks like giving access is not advisable.

I did appreciate your advice to install Health Check & Troublechecking. It did make it easy to cumulatively go through all the plugins and themes to test which is causing the problem. To my surprise MailPoet worked fine on the 20 odd tests I sent while troublechecking was enabled. It did not with it disabled. Even the ones that worked while troublechecking was disabled don’t after enabling it again.

Am totally puzzled. Jeff

“To my surprise MailPoet worked fine on the 20 odd tests I sent while troublechecking was enabled.?” OK, good! Now, turn the plugins back on one at a time until you find the one that breaks this plugin.

Thanks, Steven. I think you missed that while in the Troubleshooting mode, mailpoet worked after ALL plugins and my normal theme were enabled. Mailpoet does not work when Troubleshooting is turned off.

Jeff

Hello again @jeff41 ,

Thank you for your update and additional details regarding the issues you’re experiencing with MailPoet. I understand that MailPoet operates as expected when WordPress is in Troubleshooting mode with all plugins and your normal theme enabled, but you encounter issues when Troubleshooting mode is turned off.

Clarification on Functionality:
From what you have described, it appears that MailPoet is capable of functioning correctly under a controlled environment (Troubleshooting mode). However, if it fails to operate outside of this mode, this suggests that there may be conflicts or settings in your normal WordPress environment that interfere with MailPoet’s standard operation.

Analyzing the Error:
The error log you provided indicates that the MailPoet Cron Daemon run ended prematurely. This can happen due to a variety of environment constraints or conflicts that might not be immediately apparent:

Duration and Limitations: The log you shared shows a very short run duration and an error related to execution limits. This could imply server-side restrictions like PHP execution time or memory that might be prematurely halting the process.

Environment Setup: As the error occurs outside of Troubleshooting mode, this points towards possible plugin or theme conflicts under standard conditions, or specific server settings that aren’t as permissive compared to the Troubleshooting mode configuration.

Recommended Steps:

Confirm Server Settings: Ensure that your server’s PHP configuration (like max_execution_time and memory_limit) is sufficient to support your websites operations. You can usually find this information in your hosting control panel or contact your hosting provider to verify these settings.

Incremental Testing: Re-enable plugins and your theme one by one outside of Troubleshooting mode to identify any specific conflicts. This will help isolate the component that may be causing MailPoet to malfunction.

Check for Updates: Ensure all plugins, themes, and your WordPress core are up-to-date. Sometimes, compatibility issues are resolved in newer versions.

I hope this helps.

Thank you for the excellent suggestions.

I hesitate to do the testing on the live website and set up a staging site to do the testing you suggested. Unfortunately the key is not valid on the staging site. Any suggestions on how to get around that problem.

Thanks again for your help, Jeff.

Hi,

I was able to make some tests with the live site and was able to find the problem was a conflict with one of my plugins. MailPoet works fine when that particular plugin is disabled. I’m going to mark this as closed.

Thanks for everyone who had suggestions.