Totara Learn Open Discussions

Forum messages don't go out to all subscribers

Ce forum a une limite du nombre de messages que vous pouvez poster durant une période donnée. Cette limite est actuellement de 3 message(s) durant 1 jour

In Totara learn v 13, we cleared out all the users and had everyone that was still around to self register. All of them were automatically subscribed to the forum. We we send out a message it sends about 150 out of 450 out. Something is going right as 150 do go out and 98.5% get delivered. So why is it truncating. I know users can unsubscribe but I clearly doubt so many did so as the messages are infrequent, short and very important to the user base.

We're running out of ideas as to where to look. The cron runs just fine. The SMTP settings must be good since the messages do go out to 150. We're pulling our hair out here. If anyone can please give us ideas of anything we should take a look at, we would be very grateful for your help.

Thanks, Diane

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Hi Diane

Maybe the emails are being sent but rejected by the receiving server

The domain name of your Totara email may not be registered so not recognised as an authenticated email . See this article for various tools and explanation of the various methods for email authentication

regards

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Hi Craig - we are using Mailgun who tells us this.

There aren't any sending limitations on the account currently that can be removed, or increased. The Mailgun API can only send emails if we receive requests from your sending application. If you are saying your sending application is sending more than we are receiving, you will have to reach out to a support agent/dev/IT of the application being used, as we are not able to assist with those requests not reaching us. Even if there was a limitation on the account, we would still see those requests reaching us, and they would be failing. We are not seeing the amount of requests reaching us that you are claiming at all, which means the sending application being used is the root cause of the behavior.

Regards,
Ben | Mailgun Support by Sinch

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Hi Diane

Are you or your partner able to create a support ticket with details on the Totara version and the seminar message where some are being sent and others are not.

regards

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I may have to do that. In the meantime, I'm trying to narrow it down. We should to have 377 users and out of those

about 150 of those go out by email each time they send the "Site News" post.

Looking at the following image, it looks like self enrollment works as they are automatically subscribed.

I know when I was testing, I just went in and made a few users accounts and I get several versions of the Site News email.

Now the other Manually subscribers are probably through courses and that looks like it may be a problem. It's supposed to keep them subscribed but maybe there are some settings that need to be adjusted when a course ends.

That may be a wild guess. What are your thoughts on it Craig?

thanks for your help btw!

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Hi Diane

There are some settings in the enrolment plugins that may be affecting the enrolments in the course.

The self enrolment plugin has settings for enrolment expiry including unenrolling or removing roles - are you able to check this?

Is the Site news forum in the frontpage course or a normal course page?

regards

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Hi Craig - So checked the enrollment plugins settings and they seem fine. Yes this is the front page Site News and it's not for a course, it's supposed to be for all users.

So I do wonder why the number of Users don't match up with the different enrollment methods seeing how they had cleared out all users and then had everyone re-enroll. Also is there any way to see what users are NOT getting the site news?

Everyone is by default enrolled as a Learner. Not sure if that has anything to do with it.

Sorry I've been out for awhile but still need to get to the bottom of this.

Appreciate your help on this Craig!

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Hi Diane

if the forum is on the frontpage then everyone is enrolled on this 'course' by default so enrolment plugin isn't applicable.

What subscription mode are you using is it forced and was this changed from something else changing the subscription settings will only affect users who are enrolled in the course after the change is made.

if the subscription mode isn't forced then users may unsubscribe from the forum so they won't get the notifications.

Regards

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Hi Craig - yes, the subscribers are all set to forced. We did finally write a script to pull the unsubscribed and put them in as subscribed so they're now set that way. I still don't know how they got off the subscriber list but we'll have to keep an eye on it. I wish the forum administration block were installed on this instance. That may have helped. Anyway, thanks for your help Craig, you give good tips on where to look, what to check etc. Appreciate it!

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