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Melissa K.
Melissa K.
User

Php Version/ Email  en

Author: Melissa K.
Visited 695, Followers 1, Shared 0  

Hi everyone,

I'm having a bit of an issue with the PHP on my client's site. Up until recently, everything was working fine, both with the PHP email and online store.

Then, last month, a few things happened at the same time: I updated the program to the newest version (2023.1), and my client's webhosting updated their servers. With it came a litany of problems where nothing related to the store or the admin page was working. Customers were getting "generic error" messages in the cart, and my client would get "can't connect to the database" in the admin page. My client's customers couldn't put any orders through during this time.

I was trying a variety of things to fix it, and contacted the webhost with little success.

My webhost did show that the PHP version I had (7.2) was deprecated and suggested I update it. I updated it to version to 8.1, but there was no change. It would turn out that the culprit (at least on the admin page not working and the error messages) was because in the webhosting update, they changed the names of all the databases without notifying us about the change. I updated it in the parameter page on step 5, and orders are going through once again.

But now I'm faced with a new problem.

I know this is a lot of backstory, but since there were so many changes, I'm not sure what exactly is the culprit, so I'm explaining quite a bit just in case one of these details ends up being the solution.

My client is noting that, while orders are going through, and she is receiving the payment, she isn't receiving the email confirmation on her end from the site. I tested the system out and while I do receive the online products, my client doesn't get any email confirmation.

She gets the email from Paypal with the payment confirmation, and that's it. I have verified, and the box is checked off in the shopping cart settings to email her about the order.

I checked on here and saw some people reporting problems with 8.1, so I rolled it back to 8.0. While the store continues to work, my client still isn't receiving her emails. I also checked out the test page on the admin site, and while everything passes, the "test email settings" doesn't seem to be working - I have sent multiple emails to myself but it doesn't go through. The email log is also not showing anything, just a message from 2020.

I did see some people also report problems with 8.0, but the webhost has a message stating: PHP versions PHP 5.4, PHP 5.5, PHP 5.6, PHP 7.0, PHP 7.1, PHP 7.2, PHP 7.3, and PHP 7.4 are deprecated. We recommend that you update to a supported version of PHP. 

Since the only older version of PHP beyond 8.0 is 7.4, I tried it as well but there doesn't seem to be a difference either.

I'd appreciate any help.

Posted on the
7 ANSWERS - 2 USEFUL
Daniel W.
Daniel W.
User
Best User of the month EN

According to Incomedia, the new version works with PHP 8.2, see

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02/21/2023

NEW Compatibility and Security

In order to guarantee the greatest possible level of performance, compatibility and security, we have added compatibility with servers using PHP v8.2.

>> https://helpcenter.websitex5.com/en/w5/changelog

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Check the settings at...

5 Export > Export the website to the Internet / Parameters

... and then post the remaining problems so that the helpers are not put off by the large amount of text.

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Posted on the from Daniel W.
Melissa K.
Melissa K.
User
Author

Hi Daniel,

Thank you for your response - however, my webhost told me that they didn't recommend 8.2 as it could lead to other issues. Nonetheless, I tried it, but the same problems persist.

Second, I don't agree with your statement about truncating my post so people aren't "put off" by it. This is a technical support forum, and my problem is not a simple one, and therefore if I wish to provide more information, I will do so. Not to mention that, as the majority of the support team and moderators are in EU, and I am in NA, if I write short posts, there will be more questions and clarifications needed, and thus longer time for me to resolve this issue.

Kind regards.

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Posted on the from Melissa K.
Daniel W.
Daniel W.
User
Best User of the month EN

The main problem seems to be the mail to the customers, so I'll emphasize that.

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Melissa K.:

My client is noting that, while orders are going through, and she is receiving the payment, she isn't receiving the email confirmation on her end from the site. I tested the system out and while I do receive the online products, my client doesn't get any email confirmation.

-----

Incomedia employees, moderators and other helpers can of course read the entire 1st post.

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Posted on the from Daniel W.
Incomedia
Stefano G.
Incomedia

Hello Melissa

Thank you for your clarity in explaining the issue and what you've tested already

The important part on which I'd like to focus here is that everything seems to work but emails. Additionally, you've used the test page in the Admin section to try and send out emails, and it didn't work.

This in one helpful piece of information.

Just to be sure, what Script are you using? PHP Mailer is normally perfectly fine but in some cases, some hosts do not support it. Can you verify with your hosting if they do? If they do, I recommend using that.

Secondly, what email are you using ad sender? And what is the URL of the website? In many cases, modern hosting providers won't allow emails to be sent if the domain of the email address differs from the website's domain.

Could this be the case?

Please verify this first and keep me posted here

Thank you

Stefano

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Posted on the from Stefano G.
Melissa K.
Melissa K.
User
Author

Hi Stefano,

Yes, I amusing PHP Mailer. I tested the email settings with your suggestion and it does send fine when I put the email in properly as if coming from the site's domain. But here's the kicker:

Emails can go out fine if it's from *** to something like ***. But if it's from ***, to any other email within the domain, such as ***, or even to itself, the email isn't received and doesn't show up.

Do you have any idea? Or is it a problem within the web host?

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Posted on the from Melissa K.
Incomedia
Stefano G.
Incomedia

Hello Melissa

The fact that the domain email can go out correctly indicates that this is probably the solution to the issue.

About the other matter, I would definitely redirect this question to your hosting provider. 

WebSite X5's code simply takes care of sending the email out. It doesn't really care about what email address the email is supposed to be sent to.

If any kind of filter is blocking the emails coming from the same domain, this is something that is handled directly by the hosting and the software has definitely no control over that

I would then recommend changing the email you use to send out emails to a domain one and then consult the hosting about the other issue

I remain available here

Stefano

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Posted on the from Stefano G.
Melissa K.
Melissa K.
User
Author

Hi Stefano,

I appreciate your help. Unfortunately the web host isn't so helpful, and refuses to help because in their mind, the problem is always the program [which is why we're going to be finally migrating out of the current web host].

Thank you once again.

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Posted on the from Melissa K.