Support » Plugin: WooCommerce PDF Invoices & Packing Slips » Order confirmation emails not received by customer or myself

  • Resolved thecityworka

    (@thecityworka)


    Hello,

    Your plugin is excellent, but since installing, our customers no longer received email confirmations, and we don’t receive order confirmations via email either.

    The issue is resolved when we deactivate the plugin, so the plugin is the issue.

    Thanks in advance for your assistance,

Viewing 14 replies - 1 through 14 (of 14 total)
  • Plugin Author Ewout

    (@pomegranate)

    I’m sorry to hear that. I think the first step would be to check whether emails are not sent out at all or if it gets caught up somewhere later in the process. Can you install the WP Mail Logging plugin to see if these emails are logged?

    Some other things to check:

    • Are you using the latest version of this plugin (2.3.4)?
    • Do you employ a third party email plugin or service for WooCommerce emails?
    • If you go to WooCommerce > Status > Logs, do you see a log in the dropdown named “wpo-wcpdf-xxxx” or “fatal-errors-xxx” in the dropdown? If so, do you see any errors in there that coincide with when an email would be normally sent?

    Let us know what you find!

    I’m having the same issue. We can send other emails but not the new order notification. Latest version of plugin.

    Disabled all other plugins and switched to default theme – it’s definitely the plugin.

    Plugin Author Ewout

    (@pomegranate)

    I’m sorry about that. We need a bit more information to be able to help, this is not something we have been able to reproduce here. can you check the error logs as described in my previous post?

    • If you go to WooCommerce > Status > Logs, do you see a log in the dropdown named “wpo-wcpdf-xxxx” or “fatal-errors-xxx” in the dropdown? If so, do you see any errors in there that coincide with when an email would be normally sent?

    When you send the email manually, do you see any errors or white screens in the backend?

    Hello – no, there are no relevant fatal exceptions.

    Here’s how you can reproduce the issue using the latest version of WooCommerce and your plugin:

    Open any completed order
    In the right sidebar under “Send order email”, select “New order” and then click “Save order & send email”

    Note that the email is never successfully sent out even though it appears to have completed.

    Plugin Author Ewout

    (@pomegranate)

    Thanks. The problem is that this works without any issues on in our own testing environments. If you deactivate PDF invoices & Packing slips, does the new order email get sent correctly? If you want to do this manually without our plugin, you’ll need to trigger it from the “Order Actions” dropdown: “Resend new order notification”.

    Is it only the manual sending of this email that doesn’t work, or both automatic and manual?

    Hello, thank you for your attention to this issue! When I deactivate your plugin, the new order email is set correctly (both automatically and when I trigger it manually).

    Here is a screencast that I hope will be helpful: https://www.dropbox.com/s/131938ekmwuzt3v/screencast.mov?dl=0

    Plugin Author Ewout

    (@pomegranate)

    Thanks for sharing that. Could you try testing with de Post SMTP plugin disabled? It looks like the mail is actually sent from the WooCommerce end but Post SMTP is unable to send it. It’s possible this plugin doesn’t handle attachments well.
    For logging purposes you could try WP Mail Logging and for sending via SMTP you could try WP Mail SMTP

    • This reply was modified 1 year, 1 month ago by Ewout. Reason: added Post SMTP alternatives

    Actually we are only using Post SMTP for it’s mail logging features. Mail is sent via PHP, not a SMTP account.

    Even with the Post SMTP plugin disabled the result is the same.

    Plugin Author Ewout

    (@pomegranate)

    So strange… I would love to help but not being able to replicate here (tried on multiple installs, both WP5.2 and upcoming 5.3) that’s a bit hard. Does WP Mail Logging give you more detailed error messages than just “Unabled to send mail”?

    I’ve been trying some additional plugin settings and I think I may have narrowed it down. Could you make sure to check the box that attaches the PDF invoice to “New order (Admin email)” and then try testing again?

    Thanks for your feedback. I had success in deactivating Mandrill and using a new email client.

    @pomegranate I see @thecityworka marked this as resolved but please note that I am still having the issue.

    Plugin Author Ewout

    (@pomegranate)

    @uogecko Yes I already had the invoice attached – I figure that was the only difference between the cancelled email and the new order email in your tests. Working fine on my end. Is the temp folder writable? You can see this in the Status tab of the PDF invoice settings (“Temporary attachments folder”).
    No other/more detailed errors logged by WP Mail Logging?

    also, I see you wrote:

    Actually we are only using Post SMTP for it’s mail logging features. Mail is sent via PHP, not a SMTP account.

    I read that Post SMTP actually uses a separate mail system based on the Zend framework, so while PHP, it doesn’t use the default PHPMailer that WordPress uses. What’s your PHP version and WordPress version?

Viewing 14 replies - 1 through 14 (of 14 total)
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