Plus alias support test message never sends

[Jennifer Sabree]

Hello,

I’m using a Rackspace email account with this plugin and looked up the appropriate IMAP and SMPT settings. I suspect that this account does not support “plus aliases,” but wanted to check with you to see if I’m missing anything. Here are my status check results:

Connection Settings: OK
Server/Port Accessible: YES
Connection Test: OK

Rackspace requires SSL and authentication for this SMPT server: secure.emailsrvr.com, port 465. I tried that as well as the non-SSL server listed below with no authentication. Neither works.

non-SSL: smtp.emailsrvr.com at ports 25, 587, 8025, 2525. I picked 587 because 25 is often blocked.

Any ideas?

Support info:

Array
(
[provider] => custom
[type] => imap
[host] => secure.emailsrvr.com
[port] => 993
[ssl] => SSL
[recipient] => ***REDACTED***
[username] => ***REDACTED***
[password] => ***REDACTED***
[delete_read_messages] => 1
[last_message_epoch] => 0
[allow_images] =>
[allowed_attachments] => Array
(
[0] => application/msword
[1] => application/pdf
[2] => image/bmp
[3] => image/gif
[4] => image/heic
[5] => image/jpeg
[6] => image/png
[7] => image/tiff
[8] => image/webp
[9] => image/x-icon
[10] => text/calendar
[11] => text/css
[12] => text/csv
[13] => text/html
[14] => text/plain
[15] => text/richtext
[16] => text/tab-separated-values
[17] => text/vtt
[18] => video/3gpp
[19] => video/3gpp2
[20] => video/avi
[21] => video/divx
[22] => video/mp4
[23] => video/mpeg
[24] => video/ogg
[25] => video/quicktime
[26] => video/webm
[27] => video/x-flv
[28] => video/x-matroska
[29] => video/x-ms-asf
[30] => video/x-ms-wm
[31] => video/x-ms-wmv
[32] => video/x-ms-wmx
)

[allow_html] =>
[max_upload_size] => 100
[max_upload_unit] => KB
[max_upload_total_size] => 300
[max_upload_total_unit] => KB
[smtp_host] => smtp.emailsrvr.com
[smtp_port] => 587
[smtp_ssl] => NO
[smtp_auth] => 0
[smtp_username] => ***REDACTED***
[smtp_password] => ***REDACTED***
[check_method] => webhook
[check_frequency] => 1
[trigger_url_key] => ***REDACTED***
[subscription_integration] => auto_subscribe
[subscribe_to_topics] => 1
[topics_by_email_enabled] => 1
[title_max_length] => 80
[oauth_access_token] => N/A
[oauth_client_id] => ***REDACTED***
[oauth_client_secret] => cFdVPstq-dIcSdVqgpLxzDr-
[reply_above_string] => If you want to reply, type it above this line
[click_to_reply_text] => Click to reply
[digests_integration_enabled] =>
[is_complete] => 1
[connection_test] => 1
[server_port_accessible] => 1
)

• This topic was modified 2 years, 10 months ago by vinny.
• This topic was modified 2 years, 10 months ago by vinny.

[Jennifer Sabree]

Here’s a possible clue from the error log. We’re hosted on Pantheon.

wp-includes/PHPMailer/PHPMailer.php:1925

Uncaught Error: Class ‘PHPMailer\PHPMailer\SMTP’ not found in /code/wp-includes/PHPMailer/PHPMailer.php:1925
Stack trace:
#0 /code/wp-includes/PHPMailer/PHPMailer.php(2046): PHPMailer\PHPMailer\PHPMailer->getSMTPInstance()
#1 /code/wp-includes/PHPMailer/PHPMailer.php(1962): PHPMailer\PHPMailer\PHPMailer->smtpConnect(Array)
#2 /code/wp-includes/PHPMailer/PHPMailer.php(1640): PHPMailer\PHPMailer\PHPMailer->smtpSend(‘Date: Fri, 19 N…’, ‘This is a multi…’)
#3 /code/wp-includes/PHPMailer/PHPMailer.php(1473): PHPMailer\PHPMailer\PHPMailer->postSend()
#4 /code/wp-content/plugins/bbpnns-reply-by-email/includes/controller/ajax.class.php(175): PHPMailer\PHPMailer\PHPMailer->send()
#5 /code/wp-includes/class-wp-hook.php(303): BbpnnsReplyByEmail_Controller_Ajax->send_plus_alias_test(Array)
#6 /code/wp-includes/class-wp-hook.php(327): WP_Hook->apply_filters(”, Array)
#7 /code/wp-includes/plugin.php(470): WP_Hook->do_action(Array)
#8 /code/wp-admin/admin-ajax.php(187): do_action(‘wp_ajax_Bbpnns

[vinny]

Hi Jennifer,

Thanks for reaching out.

You can check if Rackspace supports plus aliases by sending an email to [email protected] from any email client. Plus Aliases support is provided by the end mailbox system, not by the sending (SMTP) system.

That said, I have been able to replicate the issue with the SMTP tester and will release a fix today.

Thanks for bringing it up!

Cheers,
Vinny

[Jennifer Sabree]

Thank you for the quick turnaround!

I sent an email as you suggested to test plus aliases. They are indeed supported by Rackspace.

[vinny]

The fix has been released.

Please update to version 2.6.1 and try again.

Cheers,
Vinny

[Jennifer Sabree]

Worked like a charm. Thanks again!

[Jennifer Sabree]

I’m back.

The plus alias support test is working. Although I’ve confirmed that Rackspace does allow plus aliases, the debugging tools shows this when I run the test now.

Testing Connectivity… OK
Testing “plus alias” support: Sending test message… OK
Testing “plus alias” support: Checking arrival (pass 3 of 3)… Failed Test message not found in mailbox.

Here are my settings.

`Array
(
[provider] => custom
[type] => imap
[host] => secure.emailsrvr.com
[port] => 993
[ssl] => SSL
[recipient] => ***REDACTED***
[username] => ***REDACTED***
[password] => ***REDACTED***
[delete_read_messages] => 1
[last_message_epoch] => 0
[allow_images] =>
[allowed_attachments] => Array
(
[0] => application/msword
[1] => application/pdf
[2] => image/bmp
[3] => image/gif
[4] => image/heic
[5] => image/jpeg
[6] => image/png
[7] => image/tiff
[8] => image/webp
[9] => image/x-icon
[10] => text/calendar
[11] => text/css
[12] => text/csv
[13] => text/html
[14] => text/plain
[15] => text/richtext
[16] => text/tab-separated-values
[17] => text/vtt
[18] => video/3gpp
[19] => video/3gpp2
[20] => video/avi
[21] => video/divx
[22] => video/mp4
[23] => video/mpeg
[24] => video/ogg
[25] => video/quicktime
[26] => video/webm
[27] => video/x-flv
[28] => video/x-matroska
[29] => video/x-ms-asf
[30] => video/x-ms-wm
[31] => video/x-ms-wmv
[32] => video/x-ms-wmx
)

[allow_html] =>
[max_upload_size] => 100
[max_upload_unit] => KB
[max_upload_total_size] => 300
[max_upload_total_unit] => KB
[smtp_host] => secure.emailsrvr.com
[smtp_port] => 465
[smtp_ssl] => SSL
[smtp_auth] => 1
[smtp_username] => ***REDACTED***
[smtp_password] => ***REDACTED***
[check_method] => webhook
[check_frequency] => 1
[trigger_url_key] => ***REDACTED***
[subscription_integration] => auto_subscribe
[subscribe_to_topics] => 1
[topics_by_email_enabled] => 1
[title_max_length] => 80
[oauth_access_token] => N/A
[oauth_client_id] => ***REDACTED***
[oauth_client_secret] => ***REDACTED***
[reply_above_string] => If you want to reply, type it above this line
[click_to_reply_text] => Click to reply
[digests_integration_enabled] =>
[is_complete] => 1
[connection_test] => 1
[server_port_accessible] => 1
)`

At this point I’m not sure if it’s a WordPress thing or a Pantheon thing. There are no new errors in the error log.

The only other thing I can think to mention is that the bbPress Reply By Email setting “Delete Read Messages” is set to yes.

• This reply was modified 2 years, 10 months ago by vinny.

[vinny]

Do you see a test message in your Rackspace inbox?

[Jennifer Sabree]

I do. That part is working.

[vinny]

What happens when you open the Webhook URL in a tab of its own?

[Jennifer Sabree]

It says “No new messages to process.”

(Thank you again for your prompt replies!)

[vinny]

Let’s start from scratch…

1. Make sure Topics by email are still enabled in the RBE settings
2. Go to a forum and copy the email to topic email address
3. Send a test message to that email address
4. Refresh the inbox until you see it, but do NOT click on it – we want it unread
5. Run the Webhook again
6. What does it say?

• This reply was modified 2 years, 10 months ago by vinny.

[Jennifer Sabree]

I followed your directions exactly. After running the webhook I got “No new messages to process.” The test message is unread in my inbox.

To be sure it’s not a caching issue I cleared Pantheon’s cache and ran the webhook in an incognito window.

This site is plugin-heavy out of necessity. If you’re out of ideas, I can do more troubleshooting by disabling plugins.

[vinny]

Hi Jennifer,

I created a mailbox in Rackspace and was able to connect successfully. Can you please look at the RBE Settings > Support tab > Logs and let me know what you find. You can even copy/paste the logs here, but be sure to check the ‘Set as private reply’ checkbox before submitting.

Cheers,
Vinny

[Jennifer Sabree]

The log is empty, as is Pantheon’s PHP error log. It’s like the site simply refuses to send email via RBE. I’m starting to suspect it’s a Pantheon thing. Tomorrow I can contact Pantheon support and see if they can help.

I checked out Pantheon’s support docs. Found this known issue with confirmation emails sent by the SendGrid Subscription Widget, which might be relevant.

I did some testing and troubleshooting yesterday and have a long list of what isn’t the problem.

First, here’s what your debugging/testing tool has continued to report.

Testing Connectivity… OK
Testing “plus alias” support: Sending test message… OK
Testing “plus alias” support: Checking arrival (pass 3 of 3)… Failed Test message not found in mailbox.
We could not find the test message we sent to your inbox. Please use Gmail/Hotmail/Outlook or ask your email provider if they support “plus aliases”.

But we know plus aliases on Rackspace work. Test messages are sitting unread in my Rackspace mailbox.

When I run the webhook I get “No new messages to process”.

Creating a new topic via email works consistently.

I updated bbPress to the latest version yesterday.

This site has Paid Memberships Pro and several related plugins installed, including the PMPro bbPress Add On. It individual forums to be locked down for members, which was the case initially.

Test cases, all resulting in no change
1. Remove all membership restrictions
2. Disable Paid Memberships Pro – bbPress Add On
3. Disable Code Snippets (used for customization of PMPro and a few other plugins)

PMPro has this under email settings. I’d left “Only Filter PMPro Emails?” unchecked initially. I checked it and tested. No change, so it’s back to being unchecked.

Send Emails From
By default, system generated emails are sent from [email protected]. You can update this from address using the fields below.

From Email: [email protected]
Only Filter PMPro Emails?: [checkbox] If unchecked, all emails from “WordPress <wordpress@appserver-084ba167-nginx-a8285bb823ff49b7bdc7c23e7daf65c8>” will be filtered to use the above settings.

That’s all I got.

[vinny]

Thanks for the detailed report.

Let me just clarify something first. RBE does not send any emails. bbpnns does when sending new topic/reply notifications. RBE hooks into bbpnns and sets the correct Reply-to address in bbpnns’ outgoing message. Then RBE connects to the inbox and looks for messages with the expected plus-alias.

I think it’s time I had a look around myself. Can you please set up a staging site and create an admin account for me? It’d be great if you could also get me SSH access so I can run my test scripts.

We can switch to email communication from here. Please email me at vinny [at] usestrict [dot] net.

Cheers,
Vinny

[Jennifer Sabree]

Thanks for the clarification about which plugin sends emails.

I’m getting the staging site set up now. Will email you the login and credentials.

[Author]

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