Not receiving critical error emails

Hi @gmoney9

Thanks for reaching out and we’re sorry to hear about this strange issue you are experiencing.

• Just to confirm, please let us know how you confirmed that this issue was occurring.

• Also, may we have a list of your currently active plugins?
• Does the issue continue to occur even while WP Mail SMTP isn’t active?
• Also, are you seeing any errors in the debug events?

Please let us know so that we can look into this further.

1. By experiencing a critical error and the msg saying that an email has been sent to me (but obviously not being received)

2.

Address Autocomplete – 1.0.6 By HighAddons
Coinbase Commerce – 1.2.1 By Coinbase Commerce
Elementor – 3.10.1 By Elementor.com
Elementor Pro – 3.10.2 By Elementor.com
Email Log – 2.4.8 By Sudar
Email Verification for WooCommerce Pro – 2.4.8 By WPFactory
Favicon by RealFaviconGenerator – 1.3.27 By Philippe Bernard
HappyFiles Pro – 1.7 By Codeer
Loco Translate – 2.6.3 By Tim Whitlock
Rank Math SEO – 1.0.106 By Rank Math
reCaptcha for WooCommerce – 2.39 By I Thirteen Web Solution
Trustpilot-reviews – 2.5.914 By Trustpilot
UpdraftPlus – Backup/Restore – 1.22.24 By UpdraftPlus.Com, DavidAnderson
WooCommerce – 7.2.3 By Automattic
WooCommerce PayPal Payments – 2.0.1 By WooCommerce
Woostify Pro – 1.7.5 By Woostify
WP Mail SMTP – 3.7.0 By WPForms

3. Nope

4. None reported there

• This reply was modified 1 year, 10 months ago by gmoney9.

Hi @gmoney9

Thank you for keeping us posted.

I have shared this information with our team and we’ll get back to you once we have more questions or confirm a potential reason for this issue.

In the meantime, please let us know if you have any other questions.

Hi @gmoney9

We have a few more things we’d like to confirm.

Are the critical error emails being logged in your Email Log plugin?

We suspect it depends on where the critical error is originating from. If it’s in a plugin that loads before WP Mail SMTP, then WP Mail SMTP would not load and authenticate that email.

We recommend enabling WordPress debug logging, triggering the fatal error, then please share the error message from the log with us and also let us know how you triggered the error, so we can try to reproduce and debug this on our end.

Are the critical error emails being logged in your Email Log plugin?

They are not, no.

We suspect it depends on where the critical error is originating from. If it’s in a plugin that loads before WP Mail SMTP, then WP Mail SMTP would not load and authenticate that email.

That sounds very plausible actually.

We recommend enabling?WordPress debug logging, triggering the fatal error, then please share the error message from the log with us and also let us know how you triggered the error, so we can try to reproduce and debug this on our end.

I’m not really all to tech savvy to be able to do this without messing something up. Is this something that you guys can test on your end?

Hi @gmoney9

Thank you for getting back to us.

We have tested this on our end and we receive the critical error email without issues, so this appears to be specific to your installation.

Since you mentioned earlier that the email gets sent if WP Mail SMTP is active, to confirm what might be conflicting with WP Mail SMTP, you can disable one plugin (except for WP Mail SMTP).

Then trigger a fatal error each time until you’ve confirmed what specific plugin is stopping the email from being sent when WP Mail SMTP is active.

I went over your previous responses, but it doesn’t seem that you mentioned what triggered the critical error or how many times you triggered the critical error.

Hi @gmoney9

After performing more tests, we were able to reproduce the issue on our end.

I have informed our developers and we are currently looking into it.

Thank you for reporting this issue and we apologise for the inconvenience.

Great! Thank you.