order update emails not being sent

[btman]

Hello,

My customers are not receiving emails sent from admin > customers > orders.

I have tested order confirmation, create account and tell a friend and they all work so I can rule out problems with my hosting.

I have also checked notify customer - by email.

As far as I know this has never worked.

I am using 1.3.9f
Any help appreciated.

[kobra]

What are your email settings?

[btman]

Title Value Action
E-Mail Transport Method PHP
E-Mail Linefeeds LF
Use MIME HTML When Sending Emails false
Send E-Mails true
Email Archiving Active? false
E-Mail Friendly-Errors false
Email Address (Displayed to Contact you) [email protected]
Email Address (sent FROM) [email protected]
Emails must send from known domain? Yes
Email Admin Format? TEXT
Send Copy of Order Confirmation Emails To [email protected]
Send Copy of Create Account Emails To - Status 0
Send Copy of Create Account Emails To [email protected]
Send Copy of Tell a Friend Emails To - Status 0
Send Copy of Tell a Friend Emails To [email protected]
Send Copy of Customer GV Send Emails To - Status 0
Send Copy of Customer GV Send Emails To [email protected]
Send Copy of Admin GV Mail Emails To - Status 0
Send Copy of Customer Admin GV Mail Emails To [email protected]
Send Copy of Admin Discount Coupon Mail Emails To - Status 0
Send Copy of Customer Admin Discount Coupon Mail Emails To [email protected]
Send Copy of Admin Orders Status Emails To - Status 0
Send Copy of Admin Orders Status Emails To [email protected]
Send Notice of Pending Reviews Emails To - Status 0
Send Notice of Pending Reviews Emails To [email protected]
Set "Contact Us" Email Dropdown List
Allow Guest To Tell A Friend false
Contact Us - Show Store Name and Address 1
Send Low Stock Emails 0
Send Low Stock Emails To [email protected]
Display "Newsletter Unsubscribe" Link? true
Audience-Select Count Display true
SMTP Email Account Mailbox YourEmailAccountNameHere
SMTP Email Account Password ****************
SMTP Email Mail Host mail.EnterYourDomain.com
SMTP Email Mail Server Port 25
Convert currencies for Text emails £,£:€,€

[DrByte]

http://www.zen-cart.com/wiki/index.p...Email_Problems

[btman]

I've tried the email troubleshooter but still get the same problem.
Is there any tests I can try to pinpoint why the emails are not sending?
If the emails work all over my site except from customers > orders > update/ delivered etc does that mean the problem is with my zen cart files?
Would like to get this fixed because sending emails from tools is time consuming.
Thanks

[btman]

I have noticed:
When I send updates through customers > orders I get an opened lock symbol (visible) under 'customer notified'.
Should this be a green tick if I opt to notify by email?

[DrByte]

I have noticed:
When I send updates through customers > orders I get an opened lock symbol (visible) under 'customer notified'.
Should this be a green tick if I opt to notify by email?

No.
Red X = customer not notified
Green Checkmark = customer was notified (only applicable to old versions)
Open padlock = Customer can see this comment. May or may not have been emailed.
Closed padlock = Customer cannot see this comment

[btman]

Thanks for clearing that up doc.
When the order is pending an email gets sent automatically and a green check is displayed.
When I try to send an email manually I get an open padlock no matter which option I select an no email is sent.
At least I have more to work on now.

[DrByte]

When the order is pending an email gets sent automatically and a green check is displayed.

Great. And that's normal. And confirms that emails ARE being sent from your site.

When I try to send an email manually I get an open padlock no matter which option I select an no email is sent.

The open padlock is normal if you've not selected that your comments be hidden.

As for "no email is sent", I beg to differ. It's more likely that "no email *arrives*.

I'd be VERY surprised if the email is not actually being "sent", since Zen Cart will show you an error message if anything goes wrong when trying to talk to the email server to deliver the email to it for delivery.
You can further prove this by turning on email-archiving from your admin email-options screen. Your outgoing emails will then be logged, and you can view them using the Email Archive Manager addon. Anything shown in there was in fact successfully handed off to the email server for delivery.
Once you're satisfied that Zen Cart is in fact sending the emails, then you can go back to the email-troubleshooting tips I pointed you to, and study up on all the things that might break between your server's email engine and final delivery. It's not a simple thing to diagnose, and it's way outside Zen Cart coding, since it happens after Zen Cart is done with the instructions you gave it.
Maybe your hosting company can help trace those emails after they receive them and figure out when they're disappearing and why.

[btman]

The open padlock is normal if you've not selected that your comments be hidden.

I still get an open padlock when I select for the comments to be hidden. The comments are also visable when I check as a customer.

As for "no email is sent", I beg to differ. It's more likely that "no email *arrives*.

If I use tell a friend the email is sent and arrives with no problem down the same PC to PC path.

I have another website on 1.3.8a through the same host / ISP and I have never had any email problems so I have obviously have bug with the new code.

I can't find any other posts with the same problem so I have probably missed an update or have a compatibility problem with an an add-on.

Doc, I will try a new install on the same domain for testing or if you think you can fix it if I give you access to my files pm me.

Cheers