Password reset emails are not sending

AndyJB · Post by **AndyJB** » Thu Apr 21, 2022 1:10 pm

What version of phpBB are you using? phpBB 3.3.5
What is your board's URL? https://julyprovision.com/bbw
Who do you host your board with? A standard hosting service provider
How did you install your board? I used the download package from phpBB.com
What is the most recent action performed on your board? I upgraded from older version to 3.3.5
Is registration required to reproduce this issue? No
Do you have any MODs installed? No
Do you have any extensions installed? Yes
What extensions do you have installed? Insert Template Code, PlanetStyles Flight Deck (v2), User details
What styles do you currently have installed? Milk V2
What language(s) is your board currently using? English
Which database type/version are you using? MySQL(i) 5.5.58
Which version of PHP? 7.2.34
What is your level of experience? Experienced but a none techie
What username can be used to view this issue? n/a
What password can be used to view this issue? n/a
What actions did you take (updating your board; installing a MOD, style or extension; etc.) prior to this problem becoming noticeable? I upgraded to the current phpbb version and updated the style/layout. Since the phpbb update over the past couple of months I've also been prompted to undertake quite a number of database updates, which I've done. I also implemented reCaptcha, but this only appears at the registration stage.

Please describe your issue. Board is not sending any password reset emails. All other emails appear to be sending eg registration and test emails.

Any advice would be very much appreciated.

Thanks

Toxyy · Post by **Toxyy** » Thu Apr 21, 2022 3:35 pm

Try sending a test email then going in the ACP and navigate to Maintenance -> Forum Logs -> Error Logs, you can find information about mail failing to send there. Send a test forget password email before checking to have it fresh in the logs.

AndyJB · Post by **AndyJB** » Thu Apr 21, 2022 4:03 pm

Hi Toxyy,
Thanks for your response. I've issued an password response message, but no error has been logged.

Is there somewhere else I could look? Is there a table I could run an SQL read statement on to see what password resets have been requested?

Many thanks

tbackoff · Post by **tbackoff** » Thu Apr 21, 2022 4:10 pm

AndyJB wrote: ↑Thu Apr 21, 2022 1:10 pm All other emails appear to be sending eg registration and test emails.

Have you verified this? It doesn't make sense that all other emails work but password resets don't. What are you using for emails, the mail function or SMTP?

AndyJB · Post by **AndyJB** » Thu Apr 21, 2022 4:32 pm

tbackoff wrote: ↑Thu Apr 21, 2022 4:10 pm Have you verified this? It doesn't make sense that all other emails work but password resets don't. What are you using for emails, the mail function or SMTP?

Hi Tbackoff,
I've a lot of users not receiving their reset emails and we've tested it using a couple of accounts we us for testing.

We're not using the SMTP option on the notice board and both test and registration emails are being sent and received. It's very odd indeed. The addresses of the ppl not getting messages is a mix of Yahoo and Gmail accounts.

Just issued a reset for an account using a non-Yahoo / non-Gmail account and the reset email arrived almost immediately

Although 1 account is a poor sample is there something you could suggest I can check / change to help Yahoo and Gmail accounts improve receipt rates?

Thanks

tbackoff · Post by **tbackoff** » Thu Apr 21, 2022 4:39 pm

AndyJB wrote: ↑Thu Apr 21, 2022 4:32 pm The addresses of the ppl not getting messages is a mix of Yahoo and Gmail accounts.

Just issued a reset for an account using a non-Yahoo / non-Gmail account and the reset email arrived almost immediately

I seem to remember that mail being sent to Yahoo sometimes gets delayed, but it should eventually come through unless Yahoo is blocking it for some reason. Are you able to test more users with non-Yahoo/non-Gmail accounts? I'm almost willing to point the finger squarely at them.

Post by **P_I** » Thu Apr 21, 2022 4:48 pm

AndyJB wrote: ↑Thu Apr 21, 2022 1:10 pm What version of phpBB are you using? phpBB 3.3.5

There were some email fixes mentioned in phpBB 3.3.6 - Release Highlights. I don't know if they could the problems you are seeing.

More info about 3.3.6,

Marc wrote: ↑Tue Mar 15, 2022 6:54 pm You can find the key highlights of this release below and a list of all issues fixed on our tracker at https://tracker.phpbb.com/issues/?filter=15990

Dalexs01 · Post by **Dalexs01** » Tue Jul 05, 2022 3:05 pm

Hi,

Sorry for the 3 month bump, and apologies if this is not proper protocol,
but was any resolution found for this issue?

I was just notified that my board, running on 3.3.7 is having the same problem.
Using built in mailer, haven't tried smtp yet.

It seems to mostly affect yahoo and gmail accounts, but have seen it on a few mac.com domains as well.

Release notes for 3.3.6 and 3.3.8 don't seem to mention anything like this.

Thanks

Dalexs01

Post by **Mick** » Wed Jul 06, 2022 9:07 am

Welcome to phpBB.

Please start your own topic and include a screencap of your email settings page and the filled out Support Request Template and post it back here to enable us to assist you better.

Bear in mind that in the main these issues are not because of phpBB, phpBB does not send email as such but uses whatever services are provided by the server.

AndyJB · Post by **AndyJB** » Tue Jul 12, 2022 6:15 pm

Hi All,
Sorry for the delay in posting my solution.

I initially played around with using the SMTP settings, but this did not solve the issue.

So I upgraded the site to 3.3.7 (I see version 3.3.8 is now available)
then I reapplied the SMTP settings and this has solved my issues.

Note: I'm using my own 3rd party hosting and email service ie not GMAIL or Yahoo

I hope this helps if you're having your own email issues.