Troubleshooting
Arlanix Notifications

For arlanix/notification 1.0.0

Troubleshooting

Nothing arrives

Open the Message Log and find the message.

  • It is not there. Nothing was published: the rule did not send (see below), or the topic's Delivers is off.
  • No subscribers. No subscription of the topic takes it. Check that the subscription is Active and that Gets takes the message's severity: a subscription that takes errors only does not get warnings.
  • On its way for more than a few minutes. Nothing is sending: see below.
  • Failed. View shows what was answered: see below.
  • Sent, and still nothing. For an email, look in spam, and check the address on the subscription's form for a typo: the server took the email, so if it never arrived, the sender is probably one the server may not send as. Ask your developer. For Telegram, Slack or Discord, check the subscription's chat or channel name: the message went to the chat the subscription names.

A rule did not send

  • Its Active is off, or its topic's Delivers is.
  • Its conditions were not met: compare them with what happened, such as the order's grand total. Preview on the rule shows the message with sample values, not with this order's.
  • Its event's module is not installed: the store's events and monitoring are modules of their own, and the Event list offers only theirs.
  • The event happened before the rule was saved. A rule does not look back.
  • It answers Export finished or Export failed, and the export is still waiting: a background job makes exports, and it waits for cron. Until the file is on the Export page, neither comes.

The admin says notifications have waited more than 15 minutes

Arlanix Notifications: 3 notification(s) have waited more than 15 minutes to be sent. Nothing takes them off the message queue …

The background process that sends them does not run. Send the message to your developer: it names what to check. The notifications are sent once it runs again, none is lost.

A delivery failed

What was answered is on the message's page, and in the grid's Last delivery. After fixing it, Retry now on the message's page.

  • Email:
    • Magento's email is switched off: Disable Email Communications is Yes in Stores > Configuration > Advanced > System > Mail Sending Settings. Set it to No, or send through a server of its own.
    • Magento could not send the email: …: the store's own mail failed; what follows says why. The store's order emails fail the same way: ask your developer.
    • The SMTP server is not set up yet: with a server of its own, fill in its Host and Sender email in Stores > Configuration > Arlanix > Notifications > Email.
    • The SMTP server … did not take the email: …: the server's own words follow. An authentication error means a wrong username or password; a connection error, a wrong host or port, or a firewall. Ask your developer.
    • The SMTP server … does not offer STARTTLS: the server works without encryption or with SSL/TLS from the start; choose that as its Encryption.
  • Telegram: Telegram answered: …, with what to do: see Telegram. The Telegram bot is not set up yet: paste a bot token in the settings, or give the subscription a bot of its own.
  • Slack: Slack answered: …, with what to do: see Slack.
  • Discord: Discord answered: …, with what to do: see Discord.
  • No answer from …: the store could not reach Telegram, Slack or Discord at all. Ask your developer: the store's server may not be allowed out.
  • Something went wrong. Check the log for details.: your developer finds the details in var/log/arlanix.log.

A second subscription to the same address is refused

A subscription of this topic to the same address already exists.

A topic takes one subscription per address: an email address, a chat or a webhook. Edit the one there is, for example to change what it Gets. On a topic's page the refusal shows at the top of the panel, which stays open.

Still stuck: Get help.