Feedback email not getting thru

pideja · 2018-06-27 00:26:11

This site lucnadeau.ca has a Contact form for feedback, of course. Feedback sent thru this form does not get thru.
The site/vendor email addresses are identical and are in fact the vendor's email address (lucnadeaugraveur@gmail.com). The Mail type is set to MAIL and the SMTP is set to the vendor's domain: smtp.gmail.com

Can't figure out what's wrong.

rod barbee · 2018-06-27 00:33:34

If you're using the Mail type, then SMTP is not necessary. Since you're using gmail, try the smtp.

Also, see this: http://backlight.theturninggate.net/doc … mail_setup

pideja · 2018-06-27 00:52:44

I'm sorry, but I don't understand. I set the mail type to smtp and received: fsockopen(): unable to connect to ssl://smtp.gmail.com:465 (Network is unreachable) in SMTP.php on line 125

Setting it back to MAIL returns no error but does not get thru.

Could there be a problem with the recipient's email? English side goes thru and both English and French side have the same settings.

Last edited by pideja (2018-06-27 01:43:58)

Matthew · 2018-06-27 01:50:41

Could be getting flagged as spam along the way. To minimize chances of this happening, ensure you've followed our best practices:
http://backlight.theturninggate.net/doc … mail_setup

pideja · 2018-06-27 02:50:10

Still does not explain why French side does not get thru but English side goes thru...Identical settings!

lucnadeau.ca/fr/backlight admin/lucfr

lucnadeau.ca/en/backlight admin/LucEn

Matthew · 2018-06-27 11:58:04

The form appears to be working correctly. There are any number of reasons that the email may not be arriving. See:
https://support.zendesk.com/hc/en-us/ar … verability

pideja · 2018-06-27 20:26:27

Having done a side-by-side comparison, I am pretty sure that the problem is not on my end. Although one never knows...

Anyway, I took the liberty of writing to Ben, seeing that it was regularly suggested on the Forum that he could be our man for email issues.

No answer yet.

Last edited by pideja (2018-06-27 20:26:45)

pideja · 2018-06-28 03:18:04

I changed the recipient's address to my address and the mail got thru!

There must be something wrong in the Fr mail configuration...

pideja · 2018-06-28 09:48:37

Here is the reply from my hosting service:

I searched the email address lucnadeaugraveur@gmail.com inside both EN and FR website files to make sure it is included in both.
I found the email in EN website files only in an SQLite database file /home/pidej435/public_html/lucnadeau.ca/en/backlight/data/admin/master.sq3 , but the email doesn't exist in any file in FR website.
Maybe you need to check the FR website configuration or admin panel http://lucnadeau.ca/fr/backlight/admin to make sure that the email is configured.

So, I guess I'll have to investigate this.

Are there email settings elsewhere than in BACKLIGHT/List settings/Personalisation and /Email settings? Because I look at both sides (En & Fr) and they seem identical.

When I do the Test email, I get " The email was accepted for delivery" message. When I set the Show Debug Message, I get:

to: lucnadeaugraveur@gmail.com
subject: Test Message
message:
This is a test
headers:
From: "Luc Nadeau" <lucnadeaugraveur@gmail.com>
MIME-Version: 1.0
Content-type: text/html; charset=utf-8
Reply-To: lucnadeaugraveur@gmail.com.

And the message is indeed received by the site at lucnadeaugraveur.com as it should.

ANOTHER UPDATE FROM MY WEB HOSTING:

The email logs show:
550 Subject contains invalid characters.
The outgoing spam filter rejects the message as
"Message was incorrectly formed"
see screenshot at:
https://screencast.com/t/yxiTkfnNNi5

Last edited by pideja (2018-06-28 22:28:11)

pideja · 2018-06-29 00:28:50

Problème seems solved! My hosting indicated a 550 invalid character error. The subject line read: "Un message a été reçu". I changed that to:"Vous avez reçu un message" and then to: "Un message vous attends". Voilà!

Notice the "é" and the "ç" have been removed.

Last edited by pideja (2018-06-30 22:47:50)

rod barbee · 2018-06-29 00:53:13

That's really good to know for anyone having a similar problem in the future.
Thanks Pierre!

pideja · 2018-06-29 01:21:08

I may have jumped the gun: some people still report not getting thru!

rod barbee · 2018-06-29 01:40:47

I hate it when that happens

rod barbee · 2018-06-29 01:46:25

those people who aren't getting the emails may need to clear their browser cache

pideja · 2018-06-29 02:41:04

I think that is exactly what happened. Just got confirmation that...all's well in Mudville!

Thanks

Last edited by pideja (2018-06-29 02:41:21)

Matthew · 2018-06-30 02:55:59

Glad to hear this is sorting out. Sorry I personally haven't been more helpful, but I have practically no experience using the French language or characters, and it's often difficult to suss out why things might be failing. Getting to see those logs from your host is tremendously helpful. Thanks for sharing those.

pideja · 2018-06-30 22:44:35

It's the least I could do, to give back after all the help I have received in the past. And no doubt in the future.

I knew that accentuated characters and special characters could cause a problem. But, in the subject line of an email? That was a shocker.

Matthew · 2018-07-03 01:55:04

pideja wrote:

I knew that accentuated characters and special characters could cause a problem. But, in the subject line of an email? That was a shocker.

Likewise. Perhaps a side-effect of the Internet's general bias toward the English language? Something I think isn't particularly fair to the rest of the world. =/

Community @ The Turning Gate

#1 2018-06-27 00:26:11

Feedback email not getting thru

#2 2018-06-27 00:33:34

Re: Feedback email not getting thru

#3 2018-06-27 00:52:44

Re: Feedback email not getting thru

#4 2018-06-27 01:50:41

Re: Feedback email not getting thru

#5 2018-06-27 02:50:10

Re: Feedback email not getting thru

#6 2018-06-27 11:58:04

Re: Feedback email not getting thru

#7 2018-06-27 20:26:27

Re: Feedback email not getting thru

#8 2018-06-28 03:18:04

Re: Feedback email not getting thru

#9 2018-06-28 09:48:37

Re: Feedback email not getting thru

#10 2018-06-29 00:28:50

Re: Feedback email not getting thru

#11 2018-06-29 00:53:13

Re: Feedback email not getting thru

#12 2018-06-29 01:21:08

Re: Feedback email not getting thru

#13 2018-06-29 01:40:47

Re: Feedback email not getting thru

#14 2018-06-29 01:46:25

Re: Feedback email not getting thru

#15 2018-06-29 02:41:04

Re: Feedback email not getting thru

#16 2018-06-30 02:55:59

Re: Feedback email not getting thru

#17 2018-06-30 22:44:35

Re: Feedback email not getting thru

#18 2018-07-03 01:55:04

Re: Feedback email not getting thru

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