I’m going to focus on the error you got from Post SMTP because I think it might be the biggest clue, but I do have a general Woo password reset troubleshooting page you might want to look at as well.
That error from Post SMTP is often a clue that a plugin/theme has inappropriately done something like require_once ABSPATH . '/wp-includes/pluggable.php'; Since you ruled out the theme, I suspect it’s a plugin issue. To troubleshoot that, you could try doing a text-search of your wp-content/plugins directory for the text /pluggable.php. If you find that in a plugin, there’s a decent chance it’s being used inappropriately, and that disabling the plugin will help.
You can alternately try the troubleshooting mode of the official Health Check plugin to selectively disable plugins (except for Post SMTP) to see which ones might be affecting it. It disables them in a way that won’t affect your site visitors.
If nothing comes of that, can you post your System Status Report?
https://wordpress.org/support/topic/before-posting-gather-the-following-details/
Hi,
Thanks for replying.
I did the text search and found
require_once(ABSPATH . WPINC . ‘/pluggable.php’);
in Wordfence. I disabled that plugin but still cannot receive the password reset email.
Then I installed the Health Check plugin. With all plugins disabled except Post SMTP, The Health Check tools cannot send a test email. Tried with 3 different themes (Aurum – the live theme, Twenty Fifteen and Twenty Seventeen) – same error sending a test email on all 3.
The System Status Report is pasted below – really appreciate your help with this.
### WordPress Environment ###
WordPress address (URL): https://arecabooks.com
Site address (URL): https://arecabooks.com
WC Version: 3.6.4
Log Directory Writable: ✔
WP Version: 5.2.4
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: ✔
WP Cron: ✔
Language: en_US
External object cache: –
### Server Environment ###
Server Info: Apache
PHP Version: 7.2.24
PHP Post Max Size: 64 MB
PHP Time Limit: 1000
PHP Max Input Vars: 10000
cURL Version: 7.62.0
OpenSSL/1.0.2k
SUHOSIN Installed: –
MySQL Version: ❌ 5.5.62-cll - We recommend a minimum MySQL version of 5.6. See: WordPress requirements
Max Upload Size: 64 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔
### Database ###
WC Database Version: 3.6.4
WC Database Prefix: wp_arecabooks
MaxMind GeoIP Database: ✔
Total Database Size: 69.59MB
Database Data Size: 63.80MB
Database Index Size: 5.79MB
wp_arecabookswoocommerce_sessions: Data: 37.63MB + Index: 1.28MB
wp_arecabookswoocommerce_api_keys: Data: 0.00MB + Index: 0.00MB
wp_arecabookswoocommerce_attribute_taxonomies: Data: 0.00MB + Index: 0.00MB
wp_arecabookswoocommerce_downloadable_product_permissions: Data: 0.00MB + Index: 0.00MB
wp_arecabookswoocommerce_order_items: Data: 0.03MB + Index: 0.02MB
wp_arecabookswoocommerce_order_itemmeta: Data: 0.16MB + Index: 0.13MB
wp_arecabookswoocommerce_tax_rates: Data: 0.00MB + Index: 0.00MB
wp_arecabookswoocommerce_tax_rate_locations: Data: 0.00MB + Index: 0.00MB
wp_arecabookswoocommerce_shipping_zones: Data: 0.00MB + Index: 0.00MB
wp_arecabookswoocommerce_shipping_zone_locations: Data: 0.01MB + Index: 0.01MB
wp_arecabookswoocommerce_shipping_zone_methods: Data: 0.00MB + Index: 0.00MB
wp_arecabookswoocommerce_payment_tokens: Data: 0.00MB + Index: 0.00MB
wp_arecabookswoocommerce_payment_tokenmeta: Data: 0.00MB + Index: 0.00MB
wp_arecabookswoocommerce_log: Data: 0.00MB + Index: 0.00MB
wp_arecabooksaiowps_events: Data: 0.00MB + Index: 0.00MB
wp_arecabooksaiowps_failed_logins: Data: 0.16MB + Index: 0.05MB
wp_arecabooksaiowps_global_meta: Data: 0.00MB + Index: 0.00MB
wp_arecabooksaiowps_login_activity: Data: 0.02MB + Index: 0.01MB
wp_arecabooksaiowps_login_lockdown: Data: 0.00MB + Index: 0.00MB
wp_arecabooksaiowps_permanent_block: Data: 0.00MB + Index: 0.00MB
wp_arecabookscommentmeta: Data: 0.00MB + Index: 0.00MB
wp_arecabookscomments: Data: 0.06MB + Index: 0.05MB
wp_arecabookslayerslider: Data: 0.07MB + Index: 0.00MB
wp_arecabookslayerslider_revisions: Data: 0.00MB + Index: 0.00MB
wp_arecabookslinks: Data: 0.00MB + Index: 0.00MB
wp_arecabooksoptions: Data: 1.65MB + Index: 0.11MB
wp_arecabookspostmeta: Data: 4.43MB + Index: 2.09MB
wp_arecabooksposts: Data: 6.99MB + Index: 0.35MB
wp_arecabookstermmeta: Data: 0.05MB + Index: 0.04MB
wp_arecabooksterms: Data: 0.05MB + Index: 0.11MB
wp_arecabooksterm_relationships: Data: 0.12MB + Index: 0.27MB
wp_arecabooksterm_taxonomy: Data: 0.05MB + Index: 0.07MB
wp_arecabooksusermeta: Data: 0.35MB + Index: 0.21MB
wp_arecabooksusers: Data: 0.02MB + Index: 0.02MB
wp_arecabookswc_download_log: Data: 0.00MB + Index: 0.00MB
wp_arecabookswc_product_meta_lookup: Data: 0.03MB + Index: 0.07MB
wp_arecabookswc_webhooks: Data: 0.00MB + Index: 0.00MB
wp_arecabookswfblockediplog: Data: 0.03MB + Index: 0.02MB
wp_arecabookswfblocks7: Data: 0.01MB + Index: 0.00MB
wp_arecabookswfconfig: Data: 1.35MB + Index: 0.02MB
wp_arecabookswfcrawlers: Data: 0.02MB + Index: 0.01MB
wp_arecabookswffilechanges: Data: 0.00MB + Index: 0.00MB
wp_arecabookswffilemods: Data: 1.46MB + Index: 0.30MB
wp_arecabookswfhits: Data: 7.83MB + Index: 0.24MB
wp_arecabookswfhoover: Data: 0.00MB + Index: 0.00MB
wp_arecabookswfissues: Data: 0.05MB + Index: 0.01MB
wp_arecabookswfknownfilelist: Data: 0.75MB + Index: 0.10MB
wp_arecabookswflivetraffichuman: Data: 0.00MB + Index: 0.00MB
wp_arecabookswflocs: Data: 0.02MB + Index: 0.01MB
wp_arecabookswflogins: Data: 0.13MB + Index: 0.04MB
wp_arecabookswfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB
wp_arecabookswfls_settings: Data: 0.02MB + Index: 0.00MB
wp_arecabookswfnotifications: Data: 0.00MB + Index: 0.00MB
wp_arecabookswfpendingissues: Data: 0.00MB + Index: 0.01MB
wp_arecabookswfreversecache: Data: 0.00MB + Index: 0.00MB
wp_arecabookswfsnipcache: Data: 0.00MB + Index: 0.00MB
wp_arecabookswfstatus: Data: 0.13MB + Index: 0.06MB
wp_arecabookswftrafficrates: Data: 0.00MB + Index: 0.00MB
wp_arecabookswoocommerce_termmeta: Data: 0.00MB + Index: 0.00MB
wp_arecabooksyith_wcwl: Data: 0.00MB + Index: 0.00MB
wp_arecabooksyith_wcwl_lists: Data: 0.00MB + Index: 0.01MB
wp_arecabooksyoast_seo_links: Data: 0.08MB + Index: 0.03MB
wp_arecabooksyoast_seo_meta: Data: 0.02MB + Index: 0.02MB
### Post Type Counts ###
attachment: 967
nav_menu_item: 28
page: 28
post: 328
product: 767
product_variation: 13
revision: 717
scheduled-action: 5
shop_coupon: 3
shop_order: 189
testimonial: 4
wp_block: 2
### Security ###
Secure connection (HTTPS): ✔
Hide errors from visitors: ❌Error messages should not be shown to visitors.
### Active Plugins (19) ###
LayerSlider WP: by Kreatura Media – 6.8.4
Advanced Custom Fields PRO: by Elliot Condon – 5.7.9
All 404 Redirect to Homepage: by Fakhri Alsadi – 1.18
All In One WP Security: by Tips and Tricks HQ
Peter Petreski
Ruhul
Ivy – 4.4.2
Easy Theme and Plugin Upgrades: by Chris Jean – 2.0.1
Envato Market: by Envato – 2.0.3
Health Check & Troubleshooting: by The WordPress.org community – 1.4.2
Jetpack by WordPress.com: by Automattic – 7.8
WPBakery Page Builder: by Michael M - WPBakery.com – 6.0.5
Post SMTP: by Yehuda Hassine – 2.0.6
Woocommerce Table Rate Shipping: by JEM Plugins – 2.0.6
WooCommerce iPay88 Payment Gateway: by – – Not tested with the active version of WooCommerce
WooCommerce PayPal Checkout Gateway: by WooCommerce – 1.6.17
WooCommerce Services: by Automattic – 1.21.1
WooCommerce: by Automattic – 3.6.4 – 3.8.0 is available
Wordfence Security: by Wordfence – 7.4.1
WordPress Importer: by wordpressdotorg – 0.6.4
Yoast SEO: by Team Yoast – 12.4
YITH WooCommerce Wishlist: by YITH – 2.2.14
### Inactive Plugins (6) ###
Akismet Anti-Spam: by Automattic – 4.1.2
Easy WP SMTP: by wpecommerce
alexanderfoxc – 1.3.9.1
Google XML Sitemaps: by Arne Brachhold – 4.1.0
Hello Dolly: by Matt Mullenweg – 1.7.2
Loginizer: by Raj Kothari – 1.4.2
WP Mail SMTP: by WPForms – 1.7.0
### Must Use Plugins (1) ###
Health Check Troubleshooting Mode: by – 1.7.0
### Settings ###
API Enabled: –
Force SSL: –
Currency: MYR (RM)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)
Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)
Connected to WooCommerce.com: –
### WC Pages ###
Shop base: #39 - /books/
Cart: #6 - /cart/
Checkout: #7 - /checkout/
My account: #8 - /my-account/
Terms and conditions: ❌ Page not set
### Theme ###
Name: Aurum
Version: 3.5
Author URL: https://laborator.co/
Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ✔
### Templates ###
Overrides: aurum/woocommerce/archive-product.php
aurum/woocommerce/cart/cart-empty.php
aurum/woocommerce/cart/cart-shipping.php
aurum/woocommerce/cart/cart-totals.php
aurum/woocommerce/cart/cross-sells.php
aurum/woocommerce/cart/shipping-calculator.php
aurum/woocommerce/checkout/form-checkout.php
aurum/woocommerce/checkout/form-coupon.php
aurum/woocommerce/checkout/form-login.php
aurum/woocommerce/checkout/form-pay.php
aurum/woocommerce/checkout/payment-method.php
aurum/woocommerce/checkout/review-order.php
aurum/woocommerce/checkout/thankyou.php
aurum/woocommerce/content-product.php
aurum/woocommerce/global/form-login.php
aurum/woocommerce/loop/orderby.php
aurum/woocommerce/loop/pagination.php
aurum/woocommerce/loop/sale-flash.php
aurum/woocommerce/myaccount/form-edit-account.php
aurum/woocommerce/myaccount/form-edit-address.php
aurum/woocommerce/myaccount/form-login.php
aurum/woocommerce/myaccount/form-lost-password.php
aurum/woocommerce/myaccount/form-reset-password.php
aurum/woocommerce/myaccount/my-address.php
aurum/woocommerce/myaccount/view-order.php
aurum/woocommerce/order/form-tracking.php
aurum/woocommerce/order/order-details.php
aurum/woocommerce/order/order-downloads.php
aurum/woocommerce/single-product/sale-flash.php
aurum/woocommerce/single-product-reviews.php
### Action Scheduler ###
Complete: 5
Oldest: 2019-10-11 08:39:25 +0000
Newest: 2019-11-09 05:50:22 +0000
Pending: 0
Oldest: –
Newest: –
Canceled: 0
Oldest: –
Newest: –
In-progress: 0
Oldest: –
Newest: –
Failed: 0
Oldest: –
Newest: –
Hrm, and it’s still the same error from Post SMTP (“wp_mail has been declared by another plugin or theme”) with all the plugins disabled? Does switching Post SMTP’s “Mailer Type” to PHPMailer help?
After that I’m grasping at straws. Is there any chance the core WordPress files have (including wp-settings.php) have been modified with new code snippets?
Yes, same error from Post SMTP and changing to PHPMailer makes no difference.
The core WordPress files have not been edited.
Will take a while to complete but am installing a test copy. So far with theme, woocommerce and wordfence (since that had the pluggable.php coding), Post SMTP is sending successfully.
But welcome any other ideas you might have.
Thanks,
Yvonne
con
(@conschneider)
Engineer
Hi Yvonne,
Installing an email log might also help. If the mails get logged and therefore created in the first place will tell you that you have a delivery and not a functionality problem.
I like using: https://wordpress.org/plugins/wp-mail-logging/
Kind regards,
Hi,
Have installed the logging plugin and tried a password reset. The website said the mail was sent but the log is empty.
So I will proceed with configuring the test copy for now and assuming it continues to send email successfully, will implement when it’s ready.
Thanks for the help.
Yvonne
Rynald0s
(@rynald0s)
Automattic Happiness Engineer
Howdy!
We haven’t heard back from you in a while, so I’m going to go ahead and mark this thread as resolved. If you have any other questions please start a new thread.
Cheers!
