Mautic Community Forums

Desperate Help Needed Please

Ok so 4 months ago I started a project with Mautic and had endless problems with unreliability of campaigns not triggering their next actions from form submissions. After posting on here and doing further research, I decided to buy a better hosting package with the lastest PHP . I have spent the last 2 months building campaigns and testing them for an elearning project. All the tests I did went perfectly fine.



This week, I released the project publicly and I am having approx 50 sign ups per day. Now the emails are coming in saying they have not received their next email. This does not apply to everyone, I would estimate it effects 1 in 5. I have checked for any patterns such as their email type, but nothing flags up.



My campaigns are set to function as follows:



Segment (segments are set from user data field)

Send Email

Submits form (which is linked to in email)

24hrs later tags are added and their user data is changed, moving them onto the next segment

Then the whole process repeats.



However, when “some” people are submitting the form, nothing happens, no userdata is changed 24 hrs later, therefore they never move onto the next segment.



I have set my crons (which tested perfectly) to run every 30 mins, plus I have also set another version of the crons to force run at 0 and 12 hours every day, just incase the 30 min crons fail.



I have cleared the cache, but no change.



But, the problem here seems to lie with Mautic as in it is not triggering user data updating 24hours after they submit the form.

There cant be a problem with the form, because why does it work ok for other people.



Can someone please advise on what could be happening here, as I really dont want to abandom a project I have invested time and money into.



Thanks


Ok so 4 months ago I started a project with Mautic and had endless problems with unreliability of campaigns not triggering their next actions from form submissions. After posting on here and doing further research, I decided to buy a better hosting package with the lastest PHP . I have spent the last 2 months building campaigns and testing them for an elearning project. All the tests I did went perfectly fine.

This week, I released the project publicly and I am having approx 50 sign ups per day. Now the emails are coming in saying they have not received their next email. This does not apply to everyone, I would estimate it effects 1 in 5. I have checked for any patterns such as their email type, but nothing flags up.

My campaigns are set to function as follows:

Segment (segments are set from user data field)
Send Email
Submits form (which is linked to in email)
24hrs later tags are added and their user data is changed, moving them onto the next segment
Then the whole process repeats.

However, when “some” people are submitting the form, nothing happens, no userdata is changed 24 hrs later, therefore they never move onto the next segment.

I have set my crons (which tested perfectly) to run every 30 mins, plus I have also set another version of the crons to force run at 0 and 12 hours every day, just incase the 30 min crons fail.

I have cleared the cache, but no change.

But, the problem here seems to lie with Mautic as in it is not triggering user data updating 24hours after they submit the form.
There cant be a problem with the form, because why does it work ok for other people.

Can someone please advise on what could be happening here, as I really dont want to abandom a project I have invested time and money into.

Thanks

Thanks for the reply, however, I have looked into that and checked the problematic contacts histories and the last thing they did was submit a form over 24 hours earlier.

There is no reference to their user data being updated after 24hrs later or any email being sent to them. If there had been an email sent, it usually says ‘emails sent, probably not yet read’.

The frustrating things is that some contacts are being triggered, and others are not. Its the original problem I have had with Mautic right from the start. I don’t know if its a form problem (but why do some contacts work fine) or a server issue, or the contacts themselves.

I have manually ran the crons which are working fine but the problematic contacts are still not updating.
I have to manually go into their details and change their user data to get them to go onto the next segment. It is only when they are on the next segment will the get sent the email ok, but once they submit the form no data gets updated 24hrs later as set within the campaign.

Where exactly do I add /path/to/somefile.log 2>&1 is this after each cron line?

Thanks

Ah I’ve just realised you mean get the cron output report to be sent to email. Ok I have set it to do this and will post in here the results of each cron.
Thanks!

Here is the output for the campaigsn trigger cronjob:

Triggering events for campaign 4
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 6
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 event(s) executed

Triggering events for campaign 10
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
5 total contact(s) to be analyzed in batches of 100
0/10 [>---------------------------] 0%
10/10 [============================] 100%
0 event(s) executed

Triggering events for campaign 11
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
2 total contact(s) to be analyzed in batches of 100
0/4 [>---------------------------] 0%
4/4 [============================] 100%
0 event(s) executed

Triggering events for campaign 12
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 13
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 14
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
19 total contact(s) to be analyzed in batches of 100
0/38 [>---------------------------] 0%
3/38 [==>-------------------------] 7%
25/38 [==================>---------] 65%
27/38 [===================>--------] 71%
38/38 [============================] 100%
0 event(s) executed

Triggering events for campaign 15
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 17
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 18
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 19
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 20
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 21
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
22 total contact(s) to be analyzed in batches of 100
0/44 [>---------------------------] 0%
13/44 [========>-------------------] 29%
17/44 [==========>-----------------] 38%
28/44 [=================>----------] 63%
38/44 [========================>—] 86%
40/44 [=========================>–] 90%
44/44 [============================] 100%
0 event(s) executed

Triggering events for campaign 22
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 23
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 24
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 25
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 26
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 27
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 28
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 29
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 30
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 31
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 32
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 33
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 total contact(s) to be analyzed in batches of 100
0 event(s) executed

Triggering events for campaign 34
Triggering first level events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering scheduled events
0 total events(s) to be processed in batches of 100
0 event(s) executed

Triggering ‘non-action’ events
0 event(s) executed

On a separate note, not sure if this could be a contributer, but within the campaign emails there is a) a link to the form which they submit and 2) another link to a url on my site.

I have noticed that the contacts who are failing are clicking on the 2) link to my site, then 1) form which they submit.

Could this other url be throwing them off the campaigns?

This is the output for the segments update cron:

Rebuilding contacts for segment 7
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 33
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 8
1 total contact(s) to be added in batches of 300
0/1 [>---------------------------] 0%
1/1 [============================] 100%
0 total contact(s) to be removed in batches of 300
1 contact(s) affected

Rebuilding contacts for segment 9
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 10
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 11
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 12
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 13
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 14
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 15
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 17
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 18
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 19
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 20
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 21
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 22
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 23
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 24
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 25
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 26
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 27
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 28
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 29
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 30
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 31
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for segment 32
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

and finally here is the output for the campaigns update cron:

Rebuilding contacts for campaign 4
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 6
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 10
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 11
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 12
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 13
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 14
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 15
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 17
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 18
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 19
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 20
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 21
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 22
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 23
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 24
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 25
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 26
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 27
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 28
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 29
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 30
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 31
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 32
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 33
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

Rebuilding contacts for campaign 34
0 total contact(s) to be added in batches of 300
0 total contact(s) to be removed in batches of 300
0 contact(s) affected

so if anyone could please advise what this intermittent problem is I would be extremely grateful.

I have just noticed this in my Mautic Log:

[2016-08-07 16:09:57] mautic.ERROR: Fatal: Automatically populating $HTTP_RAW_POST_DATA is deprecated and will be removed in a future version. To avoid this warning set ‘always_populate_raw_post_data’ to ‘-1’ in php.ini and use the php://input stream instead. - in file Unknown - at line 0 [] []

What on earth does this mean? Geez its one problem after another.

Can you tell me where to find the php.ini file?

Will this sort the big long term problem or just that recent error from the log?
Thanks

Thanks, here are my crons:

1,30 * * * * php-cli /home/site/public_html/mautic/app/console mautic:segments:update

10,40 * * * * php-cli /home/site/public_html/mautic/app/console mautic:campaigns:update

20,50 * * * * php-cli /home/site/public_html/mautic/app/console mautic:campaigns:trigger

Then I have set the crons to force at these times (as recommended on here in another thread)

0 0,12 * * * php-cli /home/site/public_html/mautic/app/console mautic:segments:update --force

15 0,12 * * * php-cli /home/site/public_html/mautic/app/console mautic:campaigns:update --force

35 0,12 * * * php-cli /home/site/public_html/mautic/app/console mautic:campaigns:trigger --force

How do I access the php.ini location. I cant seem to find the folder location via FTP. Is this something I need to contact my host to sort?

Thanks

I can only find this:
mautic/vendor/doctrine/doctrine-cache-bundle/Tests/travis/php.ini

Is this the one?

the loaded configuration file in system info is:
opt/alt/php56/etc/php.ini

@Scalar yes, contact your host.

Ok I have contacted my host and changed the value.
Will this hopefully solve all of the long term issues with the campaigns not changing users data fields etc and people saying they have not received emails, when it says unread in their history?
Thanks

Ok, well I have changed the php.ini file and today I have checked in on all my Mautic contacts and again the problem persists.

Can anyone possibly help with this? I am at my wits end with it. The amount of manual work it is causing me is ridiculous.

When forms are being submitted, sometimes I see in red the action due to be triggered in 24hrs time and 50% of the time no action is scheduled when they submit the form. I am inundated with emails from contacts saying they have never received their email 30 hours later.

Also, a lot of my contacts have unread emails and they are saying they have never received them. They have checked spam and nothing is there.

I am having to go through 50+ contacts twice per day to see if they are all working. Half are not. So then I have to manually change their userdata to get them to go onto the next segment… but then, the next day it happens again. Its impossible to keep up with.

so, after 4 months do I scrap using Mautic and and find a more stable and reliable platform to use, or give this post the one last chance to get Mautic working reliably after spending so much time, money and resources setting up my big project.

Can someone please advise on

  1. why the triggering of campaigns is 50/50 from form submissions
  2. why some unread emails are not even being sent.

All crons are working fine, which I was asked to post above.

I have the same issue. I setup cron-job.org to trigger the Mautic crons. The cron is executed ok în 4-5 seconds every 2 minutes.
One campaign trigger when a contact subscribe to my list. Welcome e-mail from that campaign is set to CC to my gmail address. But yesterday I see in Thriveleads 5 new contract added and I have received one or two welcome emails.
Now I have discovered that the dashboard is not show proper. From last few days I see 0 graph activities. Email widget display 8 e-mail sent and i have sent one campaign with 300 mails.
I don’t know what to doo anymore. Maybe downgrade to Mautic 1.x is more stabil.
I have spent more nights to make this work well and now I have to rework again, if i don’t fi it. Please help us.