CiviCRM Community Forums (archive)

We encountered an issue with CiviMail that impacts a small, but high-profile set of contacts in our CiviCRM database (CiviCRM Version 3.3.5). We have approximately 350 contacts that CiviMail ignores when processing emails. The users have valid email addresses and no privacy or bulk email restrictions in their profile. We can use the "Send an email" option to successfully send emails to these users, so the contacts are only ignored by CiviMail.

CiviMail adds the contact's email address to its "Intended Recipient" list, but CiviMail bounces the email using the bounce type of "Unknown bounce type: Could not parse bounce email". I checked our mail logs and CiviMail never creates emails for the impacted contacts (using SMTP), but successfully relays emails for more than 3,700 other contacts.

I am able to create a new contact record for the impacted contacts (with same email address) and successfully relay through CiviMail, but once I merge the new record with the existing record CiviMail will no longer process emails for the impacted contact. I used the "new contact ID" as the "base contact" during the merge process, so the contact is now associated with the new contact ID.

I tried removing all of the groups associated with the contact and added a single test group back to the user, assuming there could be an issue with an existing group associated with the contact.

The contacts impacted by this issue are the same for each mailing, so the contact's profiles must have an associated record that is causing this issue.

Is it possible for a contact's activity, event or contribution history to impact CiviMail's ability to process emails for a contact? Has anyone else experienced this issue and found a resolution? Thanks.

Thanks for the suggestion. I give that a try and let you know what I find out.

Thanks,

Wes

sorry am travelling and on the road, hence not logged on

the files to debug are;

CRM/Mailing/BAO/Job.php, search for: mailer->send

and

packages/Mail/smtp.php, function send (assuming u r using smtp)

i suspect those email addresses are failing validation for some strange reason in the mail libray

lobo

The issue is definitely not with the validation of the email address. CiviMail skips the record even when I use a different valid email address with the record. I can create a brand new contact record for the affected person and CiviMail successfully sends bulk emails, but if I merge the old and new records CiviMail not longer sends emails to the merged contact.

I can manually recreate each of the 350 records, but I will lose the contact history since merging the old record's history recreates the issue.

There appears to be something in the contact profile's history that is causing CiviMail to bounce without attempting to send the email.

Does CiviMail validate anything else in the contact's record before sending mail via SMTP?

Thanks for your help troubleshooting this issue.

Wes

Good to know. I will take a closer look at the smtp.php and email processor file to see if I missed a validation point in the bounce process. Thanks.

We did anopther mailing, and the same thing happened.  SI there anyone that can point me to a resource?  Everything is seemingly configured properly

thanks!

Thanks xavier, I was using mail() whgen having the problems, I have since switched (today) to try smtp based on recommendations from this post as I am using plesk http://forum.civicrm.org/index.php/topic,9615.msg41500.html#msg41500.  The test email worked.

I now have another problem, I cancelled two running mailings, and the new mailing is now stuck on "running" (made a new post about that)  http://forum.civicrm.org/index.php/topic,21209.0.html

thanks for your help, client is trying to send a tome sensitive email right now and I am stuck!!

That your host is probably with a lot of limitations and unsuited for hosting something as complex as civi. I would strongly suggest you to switch to something more advanced (and more expensive)

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