Registration emails not sent

[BobD]

I have an event "Introduction to Intimacy March 12, 2022 Online" that has 3 registration emails associated with it- 1 for immediate send and 2 for sending at a specific time.

Aside from a number of "Create Temp Contact" attendees who didn't receive anything, the rest of the attendees never received a the specific time emaills because they were never sent. The email mode is "Active" and the levels purchased are selected correctly for the attendees and the event itself is in "Active" mode.

When I look in the email logs, I only see a the "immediate" email listed ,not one of the emails to be sent at a specific time.. What happened and how can we fix It? I understand the issue with "Create Temp Contact". There are no queued emails.

I have granted 1 week of access.

[CnP.Support.AM]

Good day @BobD

We need your permission to clone the Event and process a couple of test transactions to debug the issue.

Looking forward to hearing back from you.

[BobD]

just clearly identify the event and don't send anything to the existing registrants/attendees.

I made the confirmation email Inactive, but it is otherwise untouched for now.

So, go ahead and clone the event.

[CnP.Support.AM]

Good day @BobD

We have tested the Event by cloning it and all seems to be working as expected. We have received the email for Immediate as well as delay.

It looks like there was an issue with Job which is didn't run properly at that time.

Moving forward if you still see the same issue please let us know and also we will keep an eye on your instance.

Note: You may send the emails to those who did not receive the email by clicking on the "Send Email Template" button.

[BobD]

I see a "Send Email" button , but no "Send Email Template" button. I'm presuming that is just a typo.

In this case, given that there was an issue with the job, would clicking on the "Send Email" button have worked? I'm training new staff and would like to provide accurate information on what to do if they notice the email didn't go out?

Are you saying that there was a problem with the job because you didn't see any evidence that it ran? My confidence in the job running as scheduled is much lower than it was last week at this time. Has anyone identified the cause of it not running and fixed it? Is there any sort of monitoring to be sure it runs? In short, was something fixed or are we just hoping it doesn't happen again?

Bob

[CnP.Support.AM]

Good day @BobD

My apologies, yes it was a typo. Yes, it works, please click on it and let us know if it didn't fire the email. Regarding the Job, we don't know the exact reason and what happened by that time but we don't see any other reason for not firing the email. Our developers said, there was a possibility of an issue with the job by that time.

We hope that it is fixed and won't happen again. However, we will keep an eye on your instance.

[BobD]

Let me ask that last question a bit differently so I can be sure of the answer.

Does the "Send Email" button cause email to go out in such a way that the job (which wasn't running at the time) isn't involved? I'm willing to believe uses different code and does not rely on the scheduler job and I want to sure that is the case.

Since the job is apparently running now and I don't know how to stop it, I don't have a way to test that question on my own.

Bob

[CnP.Support.AM]

Good day @BobD

Please note that Send Email button can be used when the email template has not fired the emails, by clicking on the button manually, it will send the email immediately without considering date and time.

You do not need to stop the job, when any email job is scheduled, it will fire automatically.