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Subscriptions: no new post emails for scheduled posts #10651

Open htdat opened 6 years ago

htdat commented 6 years ago

Summary

Site subscribers do not receive email notifications after a new scheduled post is automatically published.

This issue happens for a small portion of sites. We do not see this is a wide-spread issue.

Steps to reproduce the issue

The only pattern we've found so far is "automatically scheduled posts". However, our developers and Happiness Engineers can not replicate the issue with this pattern.

Workaround

For affected sites, instead of using scheduled posts, please publish posts manually.

What's next

If we can find the exact steps to replicate this issue, we will work on it. Until then, feel free to report here.

If you're willing to share your site credentials and help us to troubleshoot this issue, please submit a ticket and refer to this GitHub issue https://jetpack.com/contact-support/

Internal Ref: 2957-gh-jpop-issues, which includes more examples and troubleshooting.

abcxyz-m commented 6 years ago

Follow up in 1503000-zen whenever we have more details. They're among the first to report this.

joendotcom commented 5 years ago

1496523-zen

mdbitz commented 5 years ago

Hi: This morning we pushed D21405-code r184108-wpcom. So that for Scheduled Posts the jetpack_updated_post action will fire when the post_status is updated.

It would be good to re-test the flow to see if this issue is resolved or still open.

Thanks!

lezama commented 5 years ago

I came here to say exactly the same ^^ thing :) Thanks a lot for working on this one @mdbitz !

htdat commented 5 years ago

Asking for testing on 2957-gh-jpop-issues also.

StefMattana commented 5 years ago

Any update on this, folks? I got a negative feedback from a user on 1496523-zen, and would like to know if there's anything I can tell them about this issue. Thanks!

htdat commented 5 years ago

The issue is still open.

The fix above https://github.com/Automattic/jetpack/issues/10651#issuecomment-442470026 does not fix this issue.

joendotcom commented 5 years ago

The fix above #10651 (comment) does not fix this issue.

@mdbitz @lezama pinging you for visibility.

abcxyz-m commented 5 years ago

Pinging @mdbitz and @lezama.

Replied to user in 1503000-zen and let them know it may be a while for a fix, since this is end of year.

aheckler commented 5 years ago

Another ping to @mdbitz and @lezama

lezama commented 5 years ago

Another ping to @mdbitz and @lezama

@aheckler is it still not reproducible? if not would it be possible to get ssh access to one of the affected sites?

mdbitz commented 5 years ago

:wave: note that I'd love to help but unfortunately don't have bandwidth to look into this at this time. We were hoping the bug we found that was impacting post status in elasticsearch was related to this issue, but that doesn't seem to be the case.

I'd recommend looking at what triggers the new post emails to make sure they align to the hooks in the Sync logic.

aheckler commented 5 years ago

is it still not reproducible?

We have not been able to reproduce it so far. I did not try today, just wanted to push this forward.

if not would it be possible to get ssh access to one of the affected sites?

I'll ask the user in 1503000-zen for creds.

StefMattana commented 5 years ago

Do we have any news about that at all? Has anyone had time to check on this? I followed up with the user again sharing no news.

aheckler commented 5 years ago

@lezama user in 1503000-zen gave us creds. See the note in the ticket.

a8ck3n commented 5 years ago

User replied asking for an update on this one today. We have SSH credentials now, as requested @lezama. If you have a chance to take a look at this, it would be very much appreciated!

coder-karen commented 5 years ago

Any more information on this one? Pinging @lezama again, also @chaselivingston as this has been on hold for a long time with no movement if you know who else we may be able to ping?

dkmyta commented 5 years ago

User replied asking for an update today. Informed us that yesterday the website url-redacted sent out a very old post of 2013 to the subscribers which was what happened as well when the subscriptions stopped working for scheduled posts originally when two very old posts were sent out to all subscriptions for no apparent reason and after which it no longer worked for scheduled posts.

chaselivingston commented 5 years ago

Pinged Crew to see if someone could take a look: p1548792919775700-slack-jetpack-crew

dereksmart commented 5 years ago

@chaselivingston @dkmyta when debugging subscriptions, it is generally helpful to get a couple of specific post_id's or URLs for things like

sent out a very old post of 2013

or posts that do not send as expected.

Also a user_id that expected to receive the emails

chaselivingston commented 5 years ago

Replied to the user in 1503000-zen with some more specific questions from @dereksmart.

csonnek commented 5 years ago

Chat with @dereksmart re the user's response - Asking them to try all the different posting scenarios (aside from "write new post and publish right away") and see if the pending review submission is what is throwing things off.

yukikatayama commented 5 years ago

for 1786443-zen I've asked user to try the different scenarios @csonnek mentioned in the ^ ticket (minus the 3PD Press This ones of course ;) )

coder-karen commented 5 years ago

The user in 1786443-zen just got back to us. Creating a new post from Posts -> Add New and scheduling it without setting as a draft or pending review failed. They did not set posts as drafts as they are automatically saved as drafts so they were unsure of the difference between the the above test and the second (setting it as draft and then scheduling it).

They also confirmed they were able to publish a post without scheduling.

coder-karen commented 5 years ago

The user in 1812283-zen has also given confirmation to use creds (see links in ticket notes).

abcxyz-m commented 5 years ago

Issue claims another in 1799287-zen

Relevant audit details in ticket notes.

snowmads commented 5 years ago

User in 1812283-zen is checking in again - it's been 2 months with no updates.

tmmbecker commented 5 years ago

User just replied that the last two posts were sent. He's trying to isolate which changes they've made that have fixed it.

htdat commented 5 years ago

The user from 1812283-zen following up in 2049810-zen believes that this is a conflict between Jetpack and backupbuddy. After deleting backupbuddy, the issue was resolved.

This is a good check in the future but I am not sure if this conflict is really valid.

stale[bot] commented 5 years ago

This issue has been marked as stale. This happened because:

No further action is needed. But it's worth checking if this ticket has clear reproduction steps and it is still reproducible. Feel free to close this issue if you think it's not valid anymore — if you do, please add a brief explanation.