3x Abandon Cart but only first mail sends

I’ve got some news on this one.
I just found out that on the “System Status” page you can have some insights about scheduled tasks.

For some reason it’s being scheduled with nonsense times, so i scheduled a new mail in 3 minutes at 12:53, and it scheduled the mails for 10:56 (updated at 10:53), so 2 hours ago?!?!

So for some unknown reason, mailpoet is running a different timer than the web server. It’s really weird, because further up above the Cron Timer claims correct times at 12:53.

Then after 3 minutes past, the wrongly scheduled mails just disappeared in the System Status. They never got sent out!

Looks like a major bug to me.
Obviously these mails can never trigger since they’re being scheduled in the past.

[ Please do not bump. ]

Hey there @everade ,
Sorry about the delays with the response here.

For some reason it’s being scheduled with nonsense times, so i scheduled a new mail in 3 minutes at 12:53, and it scheduled the mails for 10:56 (updated at 10:53), so 2 hours ago?!?!

So for some unknown reason, mailpoet is running a different timer than the web server. It’s really weird, because further up above the Cron Timer claims correct times at 12:53.

Then after 3 minutes past, the wrongly scheduled mails just disappeared in the System Status. They never got sent out!

Please elaborate if you are running a separate CRON on the server for your needs.

If you can share your store status report here with us, we can review them and help further. Feel free to remove any private/confidential information from the status report.

Could you also share a screenshot of each of these email configurations?

We look forward to hearing back from you as soon as possible.

No separate Cron (not that i’m aware of):

System Status:

Here you can see that the 2 mails are scheduled properly this time, but they’re still never sent out. Only the first out of the 3 mails is being sent, the other 2 will just vanish out of the scheduler.

Here’s my basic setup of 3 mails, scheduled one after each other.
The only one being sent is the initial one “Did you get distracted?”. The other 2 just get deleted out of the scheduler. Test-sending them works fine, the only difference of these are the timers.

Hey @simplysaru,
I noticed, that the 2 pending tasks just keep getting postponed by another day. As soon as the scheduled time has past, it just sets the scheduled time +1 day, and the mails are never sent. So they’re just stuck there in an never ending loop. Hope my recently provided data and screenshots help.

• This reply was modified 1 year, 1 month ago by everade.

Hi there,

Thank you for the update, and the screenshots from your site’s system status.

Most often, the situation you describe where emails are scheduled but never send can be caused by trouble with the Cron option being used. However in your case, it’s strange that the “30 minutes” later email (which also depends on the CRON for scheduling) would send, and just the other two wouldn’t.

From your screenshots, I noticed that your system status shows several instances of the “Did you get distracted?” email being sent in the “Completed tasks” section. However in your Emails list, it still shows “Sent to 0 customers”. Did you delete a different version of that email and recreate it? If so, does the newly created one still work without issue if you test again?

Please copy and paste the information from MailPoet > Help > System Info, and send that over as well. Please be sure to remove any sensitive information like your email address before pasting the System Info here.

Also, after the next time you see the emails fail to send, check under WooCommerce > Status > Logs and see if there are any errors logged in the most recent “fatal-errors” log.

Finally, to rule out an issue with the cron/task scheduler on the site, you could try setting up a Linux Cron as described in our guide here and see if those scheduled emails send as expected:
https://kb.mailpoet.com/article/129-newsletter-task-scheduler-cron#server-side-cron-linux

@kellymetal
I believe i recreated all mails at least once by now, but i can’t remember. But i can guarantee you that even if it has been recreated, this new version has been sent out >20 times by now, but sent count stays at 0.

There are no errors to be found in WooCommerce > Status > Logs

However i found errors in WooCommerce > Status > Scheduled Actions
These are related to hook: mailpoet/cron/daemon-trigger

1. 2023-10-25 14:01:30 +0000
   action created
2. 2023-10-25 14:04:22 +0000
   action started via Async Request
3. 2023-10-25 14:10:00 +0000
   action marked as failed after 300 seconds. Unknown error occurred. Check server, PHP and database error logs to diagnose cause.

There are no additional PHP errors logged on the host and SQL database seems to be fine too. No idea where else to look. An unknown error isn’t really helpful.

name: redacted
email: redacted
PHP version: 7.4.33
MailPoet Free version: 4.34.0
MailPoet Premium version: N/A
MailPoet Premium/MSS key: redacted
WordPress version: 6.3.2
Database version: 10.6.14-MariaDB-cll-lve
Web server: LiteSpeed
Server OS: Linux redacted 4.18.0-425.3.1.lve.el8.x86_64 #1 SMP Tue Nov 22 22:59:23 EST 2022 x86_64
WP info: WP_MEMORY_LIMIT: 256M - WP_MAX_MEMORY_LIMIT: 1536M - WP_DEBUG:  - WordPress language: en_US
PHP info: PHP max_execution_time: 600 - PHP memory_limit: 1536M - PHP upload_max_filesize: 1536M - PHP post_max_size: 1536M
Multisite environment?: No
Current Theme: Minimog Child
Active Plugin names: polylang-pro/polylang.php, redux-framework/redux-framework.php, all-in-one-wp-security-and-firewall/wp-security.php, complianz-gdpr/complianz-gpdr.php, connect-polylang-elementor/connect-polylang-elementor.php, elementor/elementor.php, google-site-kit/google-site-kit.php, host-webfonts-local/host-webfonts-local.php, insert-headers-and-footers/ihaf.php, insight-core/insight-core.php, insight-swatches/index.php, litespeed-cache/litespeed-cache.php, loco-translate/loco.php, mailpoet/mailpoet.php, metronet-profile-picture/metronet-profile-picture.php, pll-merge-comments-0.2/pll-merge-comments.php, polylang-wc/polylang-wc.php, pymntpl-paypal-woocommerce/pymntpl-paypal-woocommerce.php, tm-addons-for-elementor/tm-addons-for-elementor.php, uncanny-automator/uncanny-automator.php, updraftplus/updraftplus.php, woo-smart-wishlist-premium/wpc-smart-wishlist.php, woocommerce-payments/woocommerce-payments.php, woocommerce-product-tab-manager/woocommerce-tab-manager.php, woocommerce/woocommerce.php, wordpress-seo-premium/wp-seo-premium.php, wordpress-seo/wp-seo.php, wp-mail-smtp/wp_mail_smtp.php, wp-sweep/wp-sweep.php, wpforms-lite/wpforms.php
Sending Method: MailPoet
Sending Frequency: 5 emails every 10 minutes
MailPoet sending info: Send all site's emails with: default WordPress sending method - Task Scheduler method: Action Scheduler - Cron ping URL: redacted?mailpoet_router&endpoint=cron_daemon&action=ping - Default FROM address: redacted - Default Reply-To address: redacted - Bounce Email Address: redacted
Total number of subscribers: redacted
Plugin installed at: 2023-03-24 04:23:26
Installed via WooCommerce onboarding wizard: false

Hello again @everade,

Thank you for getting back to us and sharing more information.

Please contact us via https://www.mailpoet.com/support/sales-pre-sales-questions/ and include a link to this thread.

We’ll be able to provide you with more information there.

Cheers!

@geraltrivia @simplysaru @kellymetal
I contacted you guys via the pre-sales question website 2 weeks and 3 days ago as i’ve been told. Unfortunately I haven’t received a single reply.

On top of that, this support “ticket” is more than 3 months old!

Honestly doesn’t look like a serious service from what I’ve witnessed so far. I would have expected that the “official” mail service would offer the best integrated experience unlike 3rd party competitors. But i’m starting to get the feeling that i’ve made an utterly bad choice with this one. Neither the mail service is able to mail, nor the support is able to support.

Does anyone care?

Hi @everade!

I tried to search for your request internally but did not find any with the link to this thread. Apologies if we missed that. Could you please recreate one and add a link to this thread?

There you go, again…

Hey @everade,

Apologies here again, I’d like to help resolve this for you. Could you please share a clue to look for the ticket you shared or create a new one?

The title of the ticket you created would do.

Thanks for your cooperation, we will do our best to get this sorted out soon!

@battouly
Request 7398172

Generated via the pre-sales contact page, so not on this forums.
I’ve already recieved some answers there, but haven’t heard back since the last time (6. december) I’ve answered further questions about which mails I’ve been testing with.

Thanks for sharing @everade!

I could locate the open ticket, and we are currently actively working on it. We sent you a reply Monday and waiting for your reply.

Let’s keep it going on that ticket!