Oxwall Software Documentation

This page is read only. You can view the source, but not change it. Ask your administrator if you think this is wrong.
====== Overview====== 

SkaDateX software and it's plugins generate/process a number of different emails:
  * verification
  * welcome email
  * user approval
  * forgot password
  * user invitation
  * latest activity
  * matchmaking
  * emails about winks 
  * mass mailing
  * membership expiration
  * new messages
  * "miss you" emails. 
  * emails sent to you from "contact us" form. 
  * ..etc.


All emails are divided into 2 types based on the way script works with them: 

   -  **direct emails**:those emails are sent regardless of Cron. Example: new users registers >> verification email gets generated >> email is sent right away. This type includes: verification, welcome, user approval, forgot password emails. 
  -   **emails sent via Cron**: those emails are sent only when Cron runs. Example: you invite a user >> invitation email gets generated >> email is added into "to be sent" queue >> Cron runs >> email is sent. This type includes all other emails that are not listed under first group. 

Troubleshooting why emails are not being delivered depends on the type of the email. 

|**Important!**:When SMTP is enabled in Admin Panel >> Settings >> Main Settings ALL site emails are sent via Cron. Enable SMTP only if you don't have any other options left|

====== Troubleshooting Steps ====== 

Before you proceed with further please make sure that you have specified valid ( working) email address in Admin panel >> Settings >> Main settings >> Site email. 

===== I am  not receiving Cron related emails: ex. invites, mass mailing. What to do? ===== 
|**Important!**:Troubleshooting steps are based on assumption that SMTP is disabled.|


Make sure that crontab command executing SkaDateX's ow_cron/run.php file has been created on your server. 
Most hosting providers have special area called "Cron jobs" within their control panels. Log in to your control panel ( ex. cPanel) >> open "Cron Jobs" section : 

{{:faq:cron_jobs_cpanel.png?300|}}

Existing Crontab commands will be listed under "Current Cron Jobs" section: 

{{:faq:current_cron_jobs.png?300|}}

If you don't have crontab command executing SkaDateX's ow_cron/run.php, most likely that is the reason why you are not receiving Cron related emails.  Make sure to create Cron command using  [[https://hello.skadate.com/docs/manuals/cron_configuration|Cron Configuration Guide]] .


If you have crontab command executing SkaDateX's ow_cron/run.php, make sure that the command is correct. The best way to check this, is to follow [[https://hello.skadate.com/docs/manuals/cron_configuration|Cron configuration using SSH]] steps. If you don't have SSH access details or you don't know how to use SSH, you can always ask your hosting provider to give you the path to PHP. 

While checking "Current Cron Jobs" section, pay attention at how often Cron is set to run: ex. once a minute, or once in 5 minutes. You will need this information later on.

====Step #1: Crontab command executing ow_cron/run.php file has been created and used command is correct. What to do next? ====

  *** Open your database via PhpMyAdmin** >> find **ow_base_mail** database table. This is the place where queued "to be sent" emails are stored waiting for Cron to run. Keep this table opened in one browser tab/window. 
  *** Open your Admin panel** in a another tab/window. Go to Users >> Browser Users >> Invite one member.
  * **Open the tab/window with** **ow_base_mail** table. Refresh the table. Did the row/entry containing data about your latest sent invite has been generated? 
             * If new row appeared>>everything is ok. Script has generated an email and this email is now waiting for Cron to run.
             * If new row didn't appear, this means that SkaDateX didn't generate the email. This situation is not likely to happen. If you face this, please contact SkaDateX support team.
  * **Wait until Cron runs**. We recommend waiting for at least 5 minutes even if your Cron is set to run every minute.
  * **Refresh ow_base_mail table.** Was the row your saw before ( row containing data of your latest mailing) removed?
             * **Entry with my testing invitation email has been removed:** this indicates that Cron ran successfully and your testing email has been pushed to your mail server. Once emails "leave" ow_base_mail table SkadateX software doesn't have control over what will happen with this email. Delivery is up to your mail server and recipient's mail provider only. Wait for 5 more minutes and check the email where invitation should have arrived. If you still don't receive the email please check Step 2 section of this manual.
             * **Entry with my testing invitation email has not been removed:** this indicates that Cron didn't ran. As a result email has not not been sent. There could be several reasons why Cron didn't run.
                      * contact your hosting provider and ask them to make sure that **crond** is up and running. If you have SSH access details you can check this yourself by running **ps ax | grep crond** command via SSH. 
                      * used cron command is incorrect. Once again make sure that correct command is used. If you have SSH access try executing your command via SSH. You should not be getting any errors.
                      * when setting up Cron Jobs via control panel you can specify an email address where you will be receiving email reports each time Cron runs. Enter your email there. Wait until Cron runs. Check your email.If you receive the report, make sure that it doesn't contain any errors.
                      * open **ow_log** folder via FTP or File manager >> open **cron_error.log.** Does the log contain any recent errors.

If you find any errors either within the email reports or within error logs and you are not sure whaterrors mean, you can always contact SkaDateX support team.

==== Step #2: The entry related to my testing email has been removed from ow_base_mail but I still have not received the email. What to do next? ====

When emails "leave" ow_base_mail table our software no longer controls them. All is up to your mail server and recipient's mail provider.

  * make sure that valid email has been specified in Admin panel >> Settings >> Main Settings. 
  * make sure to check spam/junk folders of the email where testing invite should have arrived.
  * your hosting/mail server is not working/blocking/restricting you from sending emails. Try using gmail's SMTP for testing purposes. If email sent via SMTP mail provider will arrive, you will need to contact your mail/hosting provider and ask them to troubleshoot why mail sending is not working using their server.
  * recipient's mail provider is blocking emails from your IP address/domain. Try inviting users with different emails. If email will be delivered to one address but won't reach other mailboxes, then you will need to contact corresponding mail providers and check with them whether your IP or domain is not blacklisted. Make sure to send at least one invite to any @gmail.com address. Gmail is known to be the most loyal in terms of filtering.


===== I am  not receiving direct emails: ex. verification email. What to do? ===== 
|**Important!**:Troubleshooting steps are based on assumption that SMTP is disabled.|

When direct email is generated it is sent to your mail server right away. Therefore delivery failure of such emails is connected to your mail/hosting server's configurations or recipient's mail provider. 

  * Make sure that valid email address is used in Admin Panel >> Settings >> Main Settings >> site email. 
  * Try renaming title of the verification email. Go to Admin Panel >> Settings >> Languages>> search by "Email verification" keywords >> text key to edit "{text key='base+email_verify_subject'}" >> change the title to, for example, "Approve your account" or any other text of your choice that doesn't contain "verify" and "email" keywords. Some hosting/mail providers might have filters blocking emails with certain keywords. 
  * recipient's mail provider is blocking emails from your IP address/domain. Try registering users with different emails. If email will be delivered to one address but won't reach other mailboxes, then you will need to contact corresponding mail providers and check with them whether your IP or domain is not blacklisted. Make sure to send at least one invite to any @gmail.com address. Gmail is known to be the most loyal in terms of filtering.
  * your hosting/mail server is not working/blocking/restricting you from sending emails. Try using gmail's SMTP for testing purposes. If email sent via SMTP mail provider will arrive, you will need to contact your mail/hosting provider and ask them to troubleshoot why mail sending is not working using their server.

====== How to use Gmail SMTP for testing purposes====== 

Go to Admin Panel >> Settings >> Main Settings >> SMTP tab. 

Fill in the form.

  * Enable - check the box. 
  * Host:Port - smtp.gmail.com : 465 OR 587
  * Username - your gmail address. 
  * Password - your password to gmail account.
  * Secure connection
  * If you specify port 587, select TLS. 
  * If you specify port 465 select SSL.

Save your changes. 

Once changes are saved click "Test Connection". Make sure to receive a "success" notice after testing the connection. 

{{:faq:screenshot-401.png?300|}}
Oxwall Software Documentation

User Tools

Site Tools

Page Tools
