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Order confirmation email not sent to clients

Alex4ndre
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Alex4ndre Newbie

Alex4ndre

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Hi Everyone,

 

I have a big issue with the email confirmation system (I'm using prestashop 1.5.6.0). When clients place an order, they don't receive any e-mail confirmation.

 

I saw many forums with people saying it's because "Send an email to the customer when his/her order status has changed" has to be checked in orders->statuses but it's already checked..

 

Maybe it's because of an e-mail setting ? I also can not receive e-mail confirmation when I create an account on the website and don't receive anything when I want to modify password (for a user account).

 

Does anybody has an idea on how to make it work ?

 

Thank you

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prestashopninja Newbie

prestashopninja

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When the domain the mail's sent from and the domain in use are different (kewek.o2switch.net and sexydrone.fr) some servers just don't love it. I will send you a gmail account via PM. Please send a test mail from your PS installation to this emal address and I'd like to check gmail's x-anti-abuse headers as well.

 

Meanwhile to gain on time, I'd propose to proceed with @Indus' suggestion and setup the SMTP server.

This is in fact the same thing as configuring your Thunderbird. All that you have to do is just to note the SMTP settings for your admin email (the one you use with Prestashop) as if you were to configure your Thunderbird.

Then, you'll enter the very same info to the relevant fields in Prestashop backend and you will be probably done. 

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Alex4ndre Newbie

Alex4ndre

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So, do you think I can just copy and paste the smtp informations I have in my thunderbird account parameters ? I actually don't know where I can find the good ones except on my server's cpanel but there are different codes here, and I don't know exactly which one I should use.

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prestashopninja Newbie

prestashopninja

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Yes, you do have cpanel.

Please login on [yourdomain.fr]:2082, switch to "email accounts", find the email address you are using with Prestashop and note the info from "configure email client" (on mine, it's under "more").

 

Then login to your PS admin backend, switch to advanced parameters -> email and pasthe the info to the relevant fields.

Please let us know about the outcome.

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Alex4ndre Newbie

Alex4ndre

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I'm sorry, I didn't understand what do you mean by : "To make sure we are on the same page, the stmp info for your prestashop admin email account." ?

 

Yes I have a Cpanel and they are two different columns of informations I could use but I don't know wich one is the good one and what should I use : SSL ? TSL ?

 

There is this one :

 

Secure SSL/TLS Settings
(Recommended)

User

Name :

[email protected] Password : Use the email account’s password. Incoming Server: [email protected]
  • IMAP: Port xxx
  • POP3: Port xxx
Outgoing Server: [email protected]
  • SMTP: Port xxx
Authentication is required for IMAP, POP3, and SMTP.

 

And this one :

 

Non-SSL Settings
(NOT Recommended)

User

Name :

[email protected] Password : Use the email account’s password. Incoming Server: xxxx.mydomain.fr
  • IMAP: Port xxx
  • POP3: Port xxx
Outgoing Server: xxxx.mydomain.fr
  • SMTP: Port xx
Authentication is required for IMAP, POP3, and SMTP.
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prestashopninja Newbie

prestashopninja

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Well, that's the part where the fun begins :)

 

I have gone through a complete order process but unfortunately I couldn't receive the usual emails.

So, what you need to do next is to turn debugging on.  You will need to open config/defines.inc.php file and change

 

define('_PS_MODE_DEV_', false);

 

to

 

define('_PS_MODE_DEV_', true);

 

This should give us a better idea.

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indus Newbie

indus

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Hi

 

A  few questions :

 

Are you having this issue with a specific language only

What payment option are you using during checkout, do you receive mails if ordered by check or bankwire etc?

 

Also, can i suggest a simple method, reinstall the mail alerts module in the back office and try again. Make sure you again enter your admin email in module because reinstallation resets that email.

Edited by indus (see edit history)
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Alex4ndre Newbie

Alex4ndre

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Hi PrestaShop Addict,

 

It seems the issue happens whatever the language and the payment option. I will try your suggestion with the alert module after I get feedback from prestashopninja. I think he is trying something right now so I'll let him the time he needs then try it.

 

Thanks for your help :)

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indus Newbie

indus

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Hi

 

Can you try replacing your mail alerts module with the second one in this attachment and see if that fixes it.

 

Edit : nvm, outdated file, Please dont use it.

 

 

I suggest you download latest version 1.5.6.2 and use the mail alerts module from it .

Edited by indus (see edit history)
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Alex4ndre Newbie

Alex4ndre

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@Indus and @prestashopninja,

 

I uninstalled and re-installed the alert mail module and it changed something : I can now receive emails but only in a client account I created with a "domain name email" ([email protected]). But then I created a new client account using a gmail address and I didn't receive neither email confirmation for having created an account nor email confirmation for my purchase. Do you have any idea ?

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indus Newbie

indus

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I dont know, i get some error when i try to checkout. Ok nvm, i think prestaninja has already tried ordering and he didnt get any confirmation either. So i dont think me registering will change anything.

 

 

Just one thing, did you also enable display errors 'on' in the config file for error reporting? That might show some more errors.

 

Debug mode true and display errors on. both should be done.

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Alex4ndre Newbie

Alex4ndre

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Ok, actually in config.inc.php if it's the file you are talking about, there is no display_errors but there are two in defines.inc.php and only one is on, the other one is off. Please check the code right below : 

 

/* Debug only */
define('_PS_MODE_DEV_', true);
if (_PS_MODE_DEV_)
{
@ini_set('display_errors', 'on');
@error_reporting(E_ALL | E_STRICT);
define('_PS_DEBUG_SQL_', true);
/* Compatibility warning */
define('_PS_DISPLAY_COMPATIBILITY_WARNING_', true);
}
else
{
@ini_set('display_errors', 'off');
define('_PS_DEBUG_SQL_', false);
/* Compatibility warning */
define('_PS_DISPLAY_COMPATIBILITY_WARNING_', false);
}
 
Should I turn on the second one on too ?
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indus Newbie

indus

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No, it is correct.

 

Frankly, i dont think there is anything wrong with your installation. Can you open a support ticket with your host and tell them that your emails are not going through to your customers. Their logs should give more information on it. If some emails are being blocked at their end, they would fix it.

 

Here is a similar thread i found :

 

http://www.prestashop.com/forums/topic/284296-solved-ps-stopped-sending-emails-to-customers/

Edited by indus (see edit history)
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Alex4ndre Newbie

Alex4ndre

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Hi Indus,

 

I didn't see your mess until today ! I'm sorry. I saw the file you talked about but the member's link of is not available anymore. Anyway, I downloaded the last version of prestashop on their home page and Copy/replace the mail alert module (but it's just 2.8 version, it's weird I can't see the 3.2 member's version). It actually didn't solve my problem. I'm going to contact my host provider today. I'll let you know soon if it helped or not.

 

Thanks for helping me.

 

See U

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