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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

  • 4 years ago
Drew McLellan

Drew McLellan 2638 points
Perch Support

4 years ago

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

Timothy Rackham 0 points

4 years ago

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

4 years ago

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

Timothy Rackham 0 points

4 years ago

Drew McLellan said:

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

Yes
Drew McLellan

Drew McLellan 2638 points
Perch Support

4 years ago

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.
Timothy Rackham

Timothy Rackham 0 points

4 years ago

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

Timothy Rackham 0 points

4 years ago

Would the diagnostics from perch help ?
Drew McLellan

Drew McLellan 2638 points
Perch Support

4 years ago

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

It sounds like the email is being sent correctly.
Timothy Rackham

Timothy Rackham 0 points

4 years ago

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

4 years ago

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.
Timothy Rackham

Timothy Rackham 0 points

4 years ago

what sort of information can I provide ?
Drew McLellan

Drew McLellan 2638 points
Perch Support

4 years ago

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

Timothy Rackham 0 points

4 years ago 
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
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Users: 1
App runtimes:
<?php
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Scheduled tasks for perch_blog: delete_spam_comments (1440 mins)
Editor plug-ins: markitup
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headerColour: #ffffff
content_singlePageEdit: 1
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perch_blog_post_url: /video/post.php?s={postSlug}
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perch_blog_site_name:
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perch_blog_max_spam_days: 7
dashboard: 0
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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:
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PERCH_DATE_LONG: %d %B %Y
PERCH_DATE_SHORT: %d %b %Y
PERCH_TIME_SHORT: %H:%M
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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:
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PERCH_SSL:
PERCH_STRIPSLASHES:
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PERCH_PARANOID:
PERCH_FORCE_SECURE_COOKIES:
PERCH_PASSWORD_MIN_LENGTH: 6
PERCH_MAX_FAILED_LOGINS: 10
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PERCH_VERIFY_UPLOADS:
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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 $
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ImageMagick: No
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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
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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: https://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

4 years ago

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