No Email Notifications

Hi @ekojr,

Is this a fresh new install or an upgrade? Have you had email notifications working before? Can you share your configuration (screen shots are fine) on how your email settings are currently set?

This would be an upgrade. I received emails a year ago when initial testing, but the plugin was left dormant.

Screenshot of email setting https://imgur.com/a/DgLw87A

I did deactivate & uninstall, and then tried to clean up the data as best as I could before reinstalling. I also went through checking for plugin conflicts and didn’t found anything.

Unfortunately mail() on localhost is essentially useless, and I don’t have anything setup to do remote debugging. I suppose I could still breakpoint it, but haven’t had the chance yet, and that’s also assuming the migration to localhost preserved the issue.

Was mostly curious if something changed and was reported.

Hi @ekojr,

Do you have the opportunity to do a new clean install? Doing so would remove the possibility of corrupted files/config/data which might be blocking you here. Also, have you tried disabling the “Use HTML template” option in case there is a problem with your HTML template? You are using some “email defaults” for Sender Email and Reply-to email. In some email relay systems, they may block certain senders unless they are on a list of allowed domains to send. If this is an issue, you may be able to get some assistance from your hosting provider in order to find out what error/block messages you are getting when sending through their relay to the outside world.

Let me know if that helps!

Yes, I did do a clean install of the plugin, and theoretically it should be a clean install; assuming the plugin uses the uninstall hook and properly removes all the data. However, when I reinstalled, old tickets were still present, and I didn’t see any additional options to delete all plugin data.

I also haven’t had any problems with other plugins that use an email notification. So, I don’t think my hosting provider would be the issue.

Hi @ekojr,

For the uninstall, did you follow the steps on this page?
https://getawesomesupport.com/documentation/awesome-support/how-to-remove-the-plugins-data-after-uninstall/

Doing that will remove the left over plug-in data. Let me know if after doing that and then re-installing that your setup with the fresh install works ok.

I did a clean install after enabling that setting. No luck. I also went in and did some debugging and it’s rather odd why this is occuring. Especially when other plugins that use wp_mail have no problems.

I added a hook to catch phpmailer errors

function action_wp_mail_failed($wp_error) 
{
    return error_log(print_r($wp_error, true));
}

add_action('wp_mail_failed', 'action_wp_mail_failed', 10, 1)

…and I did catch [phpmailer_exception_code] => 2. Which would appeared to be an issue with header From or Reply-To. However, none of the modifications had positive results; even when the header param was completely removed from wp_mail.

I did also however setup a clean WP site and it passed. Even adding additional themes and plugins. So, I don’t think the host is blocking it. Although, the live site is a multi-site instead.

What doesn’t make sense is the live site’s wp_mail() is functioning as it should except for the AwesomeSupport plugin. I’m not sure what other changes may have occurred indirectly, but it didn’t look like there were many changes that occurred in WPAS_Email_Notification::notify().

• This reply was modified 5 years, 10 months ago by EkoJR.
• This reply was modified 5 years, 10 months ago by EkoJR.

Hi @ekojr,

What value is it passing in the “header From or Reply-To” when you catch it?

It was passing the correct Name and Email values.

Well, I was been able to get a traceback with a phpmailerException to /wp-includes/class-phpmailer.php on line 1337.

Why it is occuring is still trivial.

• This reply was modified 5 years, 10 months ago by EkoJR.

@ekojr, in your traceback, do you have more details about what was being passed (in entirety) to the mail function and what error code was returned when it hit that line? I suspect that the settings in your database were not fully reset on the uninstall hook, and there might be some corrupted property which is getting passed to the mail function still.

Hi @ekojr,

I’m going to mark this thread as resolved as the troubleshooting tips here will help with common email troubleshooting. If you post more details about the trace-back, I will be happy to look into it for you. In this case, a clean installation is a quick way to solve if the old dormant data is not important.