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Jetpack is not sending new post email

I have a WordPress multisite, one of our sites has stopped sending out email notifications for new posts to subscribers about 2 months ago. It is using Jetpack for this, However, I have tested it on another site and when I publish a post on there, it sends out an email notification. Not sure what the problem is, can you help?

Thu, 31 Aug 2017 19:17:46
  • Predrag Dubajic
    • Support

    Hey Owen,

    Hope you’re doing well :slight_smile:

    I checked your debug log provided in chat but it has only notices and those shouldn’t be affecting any site functionality.

    You mentioned in chat that the issue is happening only on this site and that your other one is working fine, about that, are you referring to a different site on a completely different WP installation or it’s another subsite that’s part of the same network?

    Do you remember if there were any changes on your site about the time that issue started happening, like new plugins installed, some major updates performed or something like that?

    Also, are there any major differences between the site that doesn’t work and the one that sends emails fine?

    On the troubling site, are your other emails working fine, like new user registration etc?

    Looking forward to your response :slight_smile:

    Best regards,

    Predrag

  • Mohammed Patel
    • WPMU DEV Initiate

    Hi Predrag

    Thanks for your message.

    This is a subsite, part of the same network.

    There were no major updates performed at the time the issue started.

    There are no major differences between the 2 sites, as far as I’m aware.

    On the troubling site – when I subscribed to the site, I received an email notification to confirm but don’t receive any emails when posts are published.

    Thanks

    Mohammed Patel

  • Predrag Dubajic
    • Support

    Hi Mohammed Patel,

    Registration emails are sent from network so the issue seems to be specific to that subsite.

    I would suggest starting with conflict test by disabling all plugins on that subsite, except for Jetpack of course, and switch to default WP theme to see if any of those are causing this.

    If that doesn’t return any results you should get in touch with your hosting provider to check your server logs as this should give you more info where the issue is.

    Best regards,

    Predrag

  • Mohammed Patel
    • WPMU DEV Initiate

    I have checked the subsite that has the issue and the only plugins that are active are the ‘network active’ ones, there are no other individual plugins that have been activated.

    It has got the same active plugins and the same theme as the subsite that does work.

    Our server is hosted internally, can you tell me which logs to check for this problem?

    Thanks

    Mohammed

  • Predrag Dubajic
    • Support

    Hi Mohammed,

    I must say that I’m not sure about this as usually hosting support knows what needs to be checked depending on the server settings.

    If the issue is happening only on that subsite while it uses all the same plugins as other subsites it might be best to get in touch with Jetpack support so they can check this out since default debugging doesn’t return much results.

    They might also give you some suggestions for what to check in server logs.

    Best regards,

    Predrag

  • Mohammed Patel
    • WPMU DEV Initiate

    Thanks Predrag.

    I have been liaising with Jetpack support but still haven’t come to a solution with them.

    I am planning to use the ‘Cloner’ plugin to clone the site to a new subsite and test if notifications then work on there.

    Kind regards

    Mohammed

  • Adam
    • Support Gorilla

    Hi Mohammed,

    I think Jetpack’s support might still be the “good shot” here to continue with but the test that you’re about to run might also be helpful. Let us know if on that cloned sub-site notifications work or they doesn’t work too, please.

    Kind regards,

    Adam

  • Predrag Dubajic
    • Support

    Hi Mohammed,

    If the emails are working on the cloned site it might be worth checking that all the JetPack database tables are properly written on the original site, their support should be able to help you with that.

    I see that Kasia answered on your other thread so we can keep the discussion on that issue there.

    Best regards,

    Predrag

  • Mohammed Patel
    • WPMU DEV Initiate

    Hi Predrag

    I have been liaising with Jetpack for over a month now and they still haven’t done any real troubleshooting and I haven’t really got anywhere with them which is why I have resorted to cloning the site as a workaround.

    Kind regards

    Mohammed