Personal Email Reports Not Being Sent Out

When I select PDF format, it doesn’t send the email but I don’t get an error. When I select HTML, I get the following error.

An error occurred while sending 'HTML Email Report - 3.2021-12-27,2022-01-02.1.en - gpEa7g7inr5HXa5Lo4RKr5Z0c8UVxOSsEOrAdRQg.html' to . Error was 'json_encode error: Malformed UTF-8 characters, possibly incorrectly encoded'

Hi @meir321

it looks like you have an incompatible character in your report.
To find it you can download the report by clicking on the Download link just next to the report.

Kind regards

Mat

Hi, thanks for the response.

I downloaded it but can’t see any incompatible characters, how can I find that?

Thank you

Hi @meir321

Can you send us this report to [email protected]?

Kind regards

Mat

Sure, sent. Thank you!

Hi, just making sure you got the email?

Hi @meir321

Yes I got it. And for now, I’m not able to reproduce your issue.
Can you share with us your system report available from the menu Matomo Analytics > Diagnostics ?
Kind regards

Mat

Hi, sent via email. Thank you

Hi @meir321

I can’t reproduce your bug with the report you sent me.
Maybe this is a bug in your wordpress?
Can you try to disable one by one your plugins and test again the sending report feature? One of your plugin could lead to this situation.
Let me know
Kind regards

Mat

Hi @meir321

Any chances you read my previous comment? Did you find any plugin which could be responsible of this issue?

Kind regards

Mat

Hi, sorry for the belated reply. I can confirm it’s not being sent when the smtp2go plugin is being used to send emails.

Thank you

I installed an Email Log plugin and it shows the email is being sent out. I will check with Smtp2Go why it’s not being received and get back to you. Thank you

Hi @meir321

Did you find an explanation?

Kind regards

Mat

Hi, thanks for following up. They are still looking into it. I will let you know once they update me.

Hi @meir321

did you find a solution?

Kind regards

Mat