Troubleshooting

1. If you click on "Send" and the campaign is not sent or if you click on "Send" and no information is sent to the Track Campaign section then you should do the following:

Backup the etools2.php file

In the etools2.php file make sure the following is set:

$problem_sending = 1;
$threads_no=1; /* Number of threads for sending */
$allow_fork=0; /* Allow using fopen to do fork */
$allow_lock=0;

Once you set these variables then try to re-send.

2. I just installed the marketing email solution and it is not sending. What can I do?

By default the mailer uses the PHP mail function to send email. To test if PHP mail is working for your server open the file testmail.php which is included in the mailer directory, with a text editor and add your email where it shows:

$email='test@test.com';

Then move the file back to your web server and go to the file in a web browser. When you go to the file, it should send an email to your email. If you do not receive the email then contact your hosting company and ask them why you did not get the email and if php mail is available.

Another method to use if your host does not support the mail function is your server’s SMTP. To use this method in the lib/etools2.php look for the variable:

Change

$smtp_servers=array( /* Array of smtp servers */

// array('host' => '127.0.0.1', 'keep-alive' => true), /* host, user, password */

);

TO:

$smtp_servers=array( /* Array of smtp servers */

array('host' => '127.0.0.1', 'keep-alive' => true), /* host, user, password */

);

Notice the line was just un-commented.

If your smtp requires a username and password then change it to:

$smtp_servers=array(array('host' => '127.0.0.1', 'keep-alive' => true, 'user'=>'SMTP_USERNAME','password'=>'SMTP_PASSWORD'));

NOTE: On some servers have you to replace 127.0.0.1. This is the ip for your localhost and it works on a lot of servers, you should contact your hosting company for details.

3. When I sent HTML email instead of the user getting my HTML email, the user receives a link. What can I do?

You should contact your hosting company or server admin and let them know the variable:
allow_url_fopen should be set to on in your php.ini file. They will either do this for you or let you know what to do. They should not have a problem setting this because 99% of all host have this set to on.

4. How do I reset the admin password?

Follow these instructions to reset your administrative password:

1) Download the reset_password.php. This file is located in the mailer folder.

2) Open that file in an editor and enter in your database.

You will see variables, db, db_user, db_password and db_host. For example:

$db='DATABASE_NAME';
$db_user='DATABASE_USER';
$db_password='DATABASE_PASSWORD';
$db_host='DATABASE_HOST';

3) Save the file and upload the server back to your web server. Make sure the file is put back in your mailer folder.

4) Go to the web page in a browser. For example go to:

http://www.YourDomain.com/mailer/reset_password.php

Once you pull up this page it will reset the password to admin/admin

Then you should login with admin/admin and change the password.

5) Remove your database information from the reset_password.php page.

5. I am having trouble uploading large files, what can I do?

Uploading Large Files:

If you are looking to upload large files to the mailer to import contacts then you need to do the following:

1) You need to change the setting in PHP called:

upload_max_filesize

and

post_max_size

These values should be set to 16M

You can do this through the php.ini file or you can add this line to your apache under the virtual host and re-start apache:

php_admin_value upload_max_filesize 16M

php_admin_value post_max_size 16M

2) For MySql you have to have the variable:

max_allowed_packet to be equal to 16

This can be accomplished by:

modifying to /etc/my.cnf

and setting the:

set-variable = max_allowed_packet=16M

under: [mysqld]

Also keep in mind that my.cnf can reside in different dirs depending on the installation. Usually it is /etc/my.cnf, /var/lib/mysql/my.cnf, /usr/local/var/my.cnf.

6. Apache Upload Troubleshooting

If you are still having trouble once you set the parameters above, then you should check the following apache limits

LimitRequestBody

LimitRequestFields

LimitRequestFieldSize

LimitRequestLine

You should check especially the first one in the httpd.conf. It is possible the POST data is larger than the value in the LimitRequestBody

7. When I sent out emails, can I have a delay between each email?

Yes, this is possible. You should set the options in your configuration file which is etools2.php. In your config file you will have the following instruction and variables:

$email_delay=0;
$email_no_delay=1;

-The email_delay field variable tell the system how long to delay between each email.

-The email_no_delay field tells the system, after this many emails issue a delay. So if this field is set to one, then after one email then issue the delay.

Also, set the following:

$threads_no=1;
$allow_fork=0;
$allow_lock=0;

8. Spaw Editor Problems

If you have problems with the spaw editor then before you submit a ticket please do the following:

Open up the file

/spaw/config/spaw_control.config.php

in this file look for the line:

$spaw_root='/home/user/yourdomain.com/htdocs/produgram/spaw/

and make sure this points to the right location of the spaw directory.

-If you do not know the path to your spaw directory then you should ask your hosting company.

-Make sure you have a trailing slash after spaw

If you installed the program on a non-secure server then look for the lines:

if(!$HTTPS) {

$spaw_dir='http://www.YOURDOMAIN.com/DIRECTORY/spaw/'; // directory where spaw files are located

$spaw_base_url='http://www.YOURDOMAIN.com/DIRECTORY/'; // base url for images

and make sure this points to the right location. Where it has YOURDOMAIN above, you should fill this in with your domain name and where it has DIRECTORY above, you should fill this in with the directory name of the software that you are using.

IF YOU DID NOT INSTALL THE SOFTWARE ON A SECURE SERVER THEN YOU CAN SKIP THIS STEP.

If you installed the software on a secure server then look right below the lines

if(!$HTTPS) {

$spaw_dir='http://www.YOURDOMAIN.com/DIRECTORY/spaw/'; // directory where spaw files are located

$spaw_base_url='http://www.YOURDOMAIN.com/DIRECTORY/'; // base url for images

and you will notice an "else" and then the same lines. You should fill out the "spaw_dir" and "spaw_base_url" but make sure it starts with a https://

9. On the registration form is there any way to set the default country to be something other then the United Stated?

Yes, around line 291 you will see an option:

$options['default']='US';

change this to be the Country of your choice. It should be the abbreviation for that country. For example for the UK you would use "GB". If you need to know your countries abbreviation you can contact support.

10. Library doesn't physically exist error

Answer: If you receive this error you should do the following:

1) go to spaw/config/spaw_control.config.php. Find array $spaw_imglibs. Correct the path to the images directory. It should be like this: /home/user/www.site.com/htdocs/product/img/ (with trailing slash)

2) Check that this directory physically exists, if not, create it.

3) Give the web process permissions to write to it. E.g. chmod 777 img

11. If my email stalls when sending what can I do?

There are two things you can do to prevent email from stalling when it is being sent. First you can go to Create Campaign and then click on:

Campaign Sending Monitor

And leave this window open while the email is being sent.

If you do not want to leave a window open while email is being sent, you can setup the cron job:

http://test.omnistaretools.com/mailer/admin/cron.php

To run every 10 minutes