[SOLVED] Emails from Orders Stopped Working

[comprausa]

Version: 1.4.6.2

Email mode: PHPmail

Problem: Prestashop stopped sending the following emails from BO:
- Messages to customer from Orders.
- Change of status notification
- New order confirmation email (we do not receive and neither does the customer)
The first occurrence of this problem was Monday Oct 6th. Reported it to hosting (Ipage) the next day the problem fixed itself according to Ipage, and they did not know what the cause was. Then on Monday Oct. 20th the problem happened again and still today Friday Oct 24th we have no solution.

Checks Performed:

1. Ipage says we are not being spam blocked

2. Ipage placed a PHPmail test script in a folder in our account and the test was successful.

3. We tested "Prestashop Test email tool" and PHPmail test is successful.
Tabs > Preferences > E-mail... "Test your email configuration"
So we are having problems only with those emails related to orders.

4. We have 2 other Prestashop installations on our Ipage account, and these have no problems sending emails. I also compared the following scripts, and they are identical in the 3 prestashop installations:
- tools/swift/Swift.php
- tools/swift/Swift/Message.php
- tools/swift/Swift/Plugin/MailSend.php
None have been modified since 2012, and have worked well for almost 3 years.

5. If we switch email mode to SMTP and try to email a customer from an order, we get this error message: “An error occurred while sending e-mail to the customer.” Again, in the other prestashop installations this test is also successful.

Thanks
comprausa
 

Edited October 28, 2014 by comprausa (see edit history)

[El Patron]

this sound like the mail alerts module is 1) not installed or 2) unhooked from correct module positions  (hooks).

 

mail alerts not installed (if not install it)

 

mail alerts installed (then uninstall and reinstall), this will make sure hooks are set.

 

tip:  modules-->module positions, you can move the mail alerts high in hook execution to make sure it' not being affected by another module 

[comprausa]

this sound like the mail alerts module is 1) not installed or 2) unhooked from correct module positions  (hooks).

 

mail alerts not installed (if not install it)

 

mail alerts installed (then uninstall and reinstall), this will make sure hooks are set.

 

tip:  modules-->module positions, you can move the mail alerts high in hook execution to make sure it' not being affected by another module 

 

Hello El Patron,

"New order notifications" depend on mail alerts module, but I think "messages to customer from an order", and "order status change notifications" do not, and those are not going out either.

 

Low inventory threshold alerts stopped working several monts back, but we didn't make fixing it a priority. Even during that time while that alert was not working, "Messages to customer from order," "Order status change messages," and "New order notifications" were working fine until a few days ago. We have not installed, modified, any modules or scripts in the past year.

 

I followed your instructions anyways:

Mail alerts was installed already, Uninstalled it, Installed it, then moved all module position to top of hooks' execution.

Tested mail alerts and order messages, result unsuccessful.

 

Any other ideas?

Edited October 24, 2014 by comprausa (see edit history)

[comprausa]

Regardless of our multiple request to our hosting (ipage) to check server spam blocks or filtering, it took them more than 20 days and contact with more than a docen technical specialists to determine that the problem was caused by the server blocking these emails. Same thing happened last year around the same time. This email filtering is absurd and arbitrary, specially since we do not send spam, newsletters, or any advertising to any customer or mailling list.