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Thread tagged as: Question, Members

Members password reset email

I am having some trouble where on random occasions the reset password email is failing to send to the account email on the members app. I can't find any similarity between the members having trouble, they are using different email address and created accounts at different times. I have tested it myself and never seem to manage to recreate the problem, I have asked them to check their junk/spam and they still report it not receiving the email.

Timothy Rackham

Timothy Rackham 0 points

  • 3 years ago
Drew McLellan

Drew McLellan 2638 points
Perch Support

You mean the reset email? Is it failing to send, or just not being received?

Yeah the reset email sorry ! I'm not sure cause I test it and it's fine but then multiple people have emailed about having the problem. Their email address differ so it's not one email service blocking the email either.

Drew McLellan

Drew McLellan 2638 points
Perch Support

Is the 'from' address you're sending from associated with the server?

Drew McLellan said:

Is the 'from' address you're sending from associated with the server?

Yes

Drew McLellan

Drew McLellan 2638 points
Perch Support

You could try testing with Mailtrap.io - that has a spam checker that analyses the message to see how likely it is to be marked as spam.

But the email is not going into spam, they are reporting not finding it at all.

Would the diagnostics from perch help ?

Drew McLellan

Drew McLellan 2638 points
Perch Support

It might be rejected as spam before it reaches the recipient.

It sounds like the email is being sent correctly.

I know its been a while, I have tested this and the email never turns up on mailtrap...

Rachel Andrew

Rachel Andrew 394 points
Perch Support

If it i happening "randomly" then it is unlikely to be Perch, but there is something that is changing about the environment that causes this.

We'd need more information to be able to help.

what sort of information can I provide ?

Drew McLellan

Drew McLellan 2638 points
Perch Support

How is your mail configured in Perch? Are you using an SMTP server?

PERCH INFORMATION

Perch: 2.8.31
Production mode: Production (100)
Installed apps: content (2.8.31), assets (2.8.31), categories (2.8.31), perch_blog (5.0), perch_forms (1.8.3), perch_members (1.5)
DB driver: PDO
DB tables: perch2_blog_authors (2), perch2_blog_comments (0), perch2_blog_index (2248), perch2_blog_posts (28), perch2_blog_posts_to_tags (82), perch2_blog_sections (1), perch2_blog_tags (63), perch2_blogs (1), perch2_categories (6), perch2_category_counts (6), perch2_category_sets (1), perch2_content_index (1290), perch2_content_items (336), perch2_content_regions (57), perch2_forms (2), perch2_forms_responses (30), perch2_members (769), perch2_members_forms (1), perch2_members_member_tags (0), perch2_members_sessions (7), perch2_members_tags (0), perch2_navigation (0), perch2_navigation_pages (0), perch2_page_templates (1), perch2_pages (9), perch2_resource_log (469), perch2_resource_tags (0), perch2_resources (373), perch2_resources_to_tags (0), perch2_settings (25), perch2_user_passwords (0), perch2_user_privileges (38), perch2_user_role_privileges (16), perch2_user_roles (2), perch2_users (1)
Users: 1
App runtimes:
<?php
    $apps_list = array(
        'content', 
        'categories',
        'perch_blog',
        'perch_members',
        'perch_forms',
    );
Scheduled tasks for perch_blog: delete_spam_comments (1440 mins)
Editor plug-ins: markitup
H1: c4606f6162ceb9924a06136127a0956e
L1: 6db150a05091689163f1c896bcf95248
F1: 2edba60ed1f613d6dd804feb202456a2
headerColour: #ffffff
content_singlePageEdit: 1
helpURL:
siteURL: /
hideBranding: 0
content_collapseList: 1
lang: en-gb
update_2.8.31: done
latest_version: 2.8.15
on_sale_version: 2.8.34
perch_blog_update: 5.0.1
perch_blog_post_url: /video/post.php?s={postSlug}
headerScheme: light
perch_blog_site_name:
perch_blog_slug_format: {postTitle}
perch_blog_akismet_key: 0738bbb26601
perch_blog_max_spam_days: 7
dashboard: 0
hide_pwd_reset: 0
content_hideNonEditableRegions: 0
content_frontend_edit: 0
perch_blog_comment_notify: 0
perch_members_update: 1.4
perch_members_login_page: /members/login.php?r={returnURL}
PERCH_DEVELOPMENT: 10
PERCH_STAGING: 50
PERCH_PRODUCTION: 100
PERCH_DB_USERNAME: admin_perch
PERCH_DB_SERVER: localhost
PERCH_DB_DATABASE: admin_perch
PERCH_DB_PREFIX: perch2_
PERCH_TZ: UTC
PERCH_LOGINPATH: /perch
PERCH_PATH: /home/admin/web/gochattervideos.com/public_html/perch
PERCH_CORE: /home/admin/web/gochattervideos.com/public_html/perch/core
PERCH_RESFILEPATH: /home/admin/web/gochattervideos.com/public_html/perch/resources
PERCH_RESPATH: /perch/resources
PERCH_HTML5: 1
PERCH_YOUTUBE_API_KEY: AIzaSyAhyau8dhsIg7gj1igwjtGGqoKF2PFj9DU
PERCH_EMAIL_FROM: info@gochattervideos.com
PERCH_EMAIL_FROM_NAME: Daniel Rackham
PERCH_RUNWAY:
PERCH_ERROR_MODE: DIE
PERCH_DATE_LONG: %d %B %Y
PERCH_DATE_SHORT: %d %b %Y
PERCH_TIME_SHORT: %H:%M
PERCH_TIME_LONG: %H:%M:%S
PERCH_RUNWAY_ROUTED:
PERCH_STRONG_PASSWORDS:
PERCH_DEBUG:
PERCH_PREVIEW_ARG: preview
PERCH_TEMPLATE_PATH: /home/admin/web/gochattervideos.com/public_html/perch/templates
PERCH_DEFAULT_DOC: index.php
PERCH_DEFAULT_EXT: .php
PERCH_PRODUCTION_MODE: 100
PERCH_RWD:
PERCH_HTML_ENTITIES:
PERCH_SSL:
PERCH_STRIPSLASHES:
PERCH_PROGRESSIVE_FLUSH: 1
PERCH_PARANOID:
PERCH_FORCE_SECURE_COOKIES:
PERCH_PASSWORD_MIN_LENGTH: 6
PERCH_MAX_FAILED_LOGINS: 10
PERCH_AUTH_LOCKOUT_DURATION: 1 HOUR
PERCH_VERIFY_UPLOADS:
PERCH_AUTH_PLUGIN:
PERCH_DB_CHARSET: utf8
PERCH_DB_PORT:
PERCH_DB_SOCKET:
PERCH_SESSION_TIMEOUT_MINS: 20
HOSTING SETTINGS

PHP: 5.6.27
Zend: 2.6.0
OS: Linux
SAPI: apache2handler
Safe mode: not detected
MySQL client: mysqlnd 5.0.11-dev - 20120503 - $Id: 76b08b24596e12d4553bd41fc93cccd5bac2fe7a $
MySQL server: 5.5.53
Free disk space: 20.19 GB
Extensions: Core, date, ereg, libxml, openssl, pcre, zlib, filter, hash, Reflection, SPL, session, standard, apache2handler, bcmath, bz2, calendar, ctype, curl, dom, mbstring, fileinfo, ftp, gd, gettext, gmp, iconv, imap, intl, ldap, exif, mcrypt, mysqlnd, PDO, Phar, posix, pspell, recode, shmop, SimpleXML, snmp, soap, sockets, sqlite3, sysvmsg, sysvsem, sysvshm, tidy, tokenizer, xml, xmlwriter, xsl, mysql, mysqli, pdo_mysql, pdo_sqlite, wddx, xmlreader, xmlrpc, json, memcache, zip, mhash
GD: Yes
ImageMagick: No
PHP max upload size: 10000M
PHP max form post size: 10000M
PHP memory limit: 128M
Total max uploadable file size: 128M
Resource folder writeable: Yes
Session timeout: 24 minutes
Native JSON: Yes
Filter functions: Yes
Transliteration functions: Yes
on: 62.100.206.214
PERL5LIB: /usr/share/awstats/lib:/usr/share/awstats/plugins
HTTP_HOST: gochattervideos.com
HTTP_X_REAL_IP: 86.188.79.95
HTTP_X_FORWARDED_FOR: 86.188.79.95
HTTP_CONNECTION: close
HTTP_COOKIE: __utma=256813085.7386092.1477001958.1489874862.1489927222.37; __utmb=256813085.22.10.1489927222; __utmc=256813085; __utmz=256813085.1478193793.12.2.utmcsr=facebook.com|utmccn=(referral)|utmcmd=referral|utmcct=/; __utmt=1; PHPSESSID=f54eeabcdc04b0c335f56493d4767d8d; cmsa=1
HTTP_UPGRADE_INSECURE_REQUESTS: 1
HTTP_ACCEPT: text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8
HTTP_USER_AGENT: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_3) AppleWebKit/602.4.8 (KHTML, like Gecko) Version/10.0.3 Safari/602.4.8
HTTP_REFERER: http://gochattervideos.com/perch/core/settings/diagnostics/
HTTP_ACCEPT_LANGUAGE: en-gb
HTTP_ACCEPT_ENCODING: gzip, deflate
PATH: /sbin:/usr/sbin:/bin:/usr/bin
SERVER_SIGNATURE: <address>Apache/2.2.15 (CentOS) Server at gochattervideos.com Port 80</address>
SERVER_SOFTWARE: Apache/2.2.15 (CentOS)
SERVER_NAME: gochattervideos.com
SERVER_ADDR: 62.100.206.214
SERVER_PORT: 80
REMOTE_ADDR: 86.188.79.95
DOCUMENT_ROOT: /home/admin/web/gochattervideos.com/public_html
SERVER_ADMIN: info@gochattervideos.com
SCRIPT_FILENAME: /home/admin/web/gochattervideos.com/public_html/perch/core/settings/diagnostics/index.php
REMOTE_PORT: 42482
GATEWAY_INTERFACE: CGI/1.1
SERVER_PROTOCOL: HTTP/1.0
REQUEST_METHOD: GET
QUERY_STRING: extended
REQUEST_URI: /perch/core/settings/diagnostics/?extended
SCRIPT_NAME: /perch/core/settings/diagnostics/index.php
PHP_SELF: /perch/core/settings/diagnostics/index.php
REQUEST_TIME_FLOAT: 1489929557.937
REQUEST_TIME: 1489929557
argc: 1
Drew McLellan

Drew McLellan 2638 points
Perch Support

From what I've can see that looks like a no, so that would be my suggestion.