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XF 1.5 Some users not getting alerts

Discussion in 'XenForo Questions and Support' started by sgr, Jun 8, 2016.

  1. sgr

    sgr Active Member

    A lot of users are watching a thread on my forum and some are not getting alerts when a new post/attached file is posted on that thread. What could the reason be? They're all watching the thread..
  2. ENF

    ENF Well-Known Member

    We ran into a similar problem on 1.5.7 -- and we're still not sure what the root cause is even after disabling addons. (still haven't moved to 1.5.8 yet, but soon probably)

    Are you sure it's just the one thread? Ours seem to be random where watched thread alerts are not being registered in the xf_user_alert table in the DB and thus the users aren't getting the alerts for the threads they are watching.

    Some users just don't notice but at least with my account, I click new posts and see threads I'm watching have been updated but I didn't get an alert for it. Originally, I thought Pushover may have triggered a problem, but taking that out of the equation didn't change anything.

    While it doesn't break the board, it does leave some users out if they don't get the notifications they're expecting.
  3. sgr

    sgr Active Member

    That is correct. There could be more threads. I checked the database for some users and they're not getting alerts despite watching those threads. The alerts aren't there in the xf_user_alert table. Alerts are vital!

    I don't think 1.5.8's release notes mention fixing this. Is this even a confirmed bug from XF? Can anyone from the team comment on this? @Brogan or @Mike ? Thanks.
  4. ENF

    ENF Well-Known Member

    Ok, this is helpful to me then if someone is having the same or at least similar issue. I'll go back and start from scratch, it's just hard to nail this down since it's really inconsistent.
  5. sgr

    sgr Active Member

    Yeah. I just checked for two users who complained about not getting alerts. The xf_user_alerts table didn't have entries for it, even though xf_thread_watch shows they're watching. Plus it had entries for me getting the alert and not them, which is weird. This shouldn't be happening. Either it's a XF bug or some addon is causing it. Maybe we should share what addons we're using?
  6. ENF

    ENF Well-Known Member

    Here you go, this is my list from the site with issues:
    Ads Manager
    Conversation Essentials
    CTA Featured Threads
    Digital Point Better Analytics
    Find Unanswered Threads
    LiquidPro Simple Forms*
    Live Update
    Members Online
    Moderator Essentials
    Most Likes
    Most Posts
    Sidebar Position
    Similar Threads
    Special Avatar for Banned Members
    Unread Post Count
    URL Censor
    User Essentials (Enhanced Version)
    Xen Pushover
    XenForo Enhanced Search
    [AD] UI.X
    [WMTech] - Sticky Multiple Account Info
    All are mostly up-to-date with current releases, except ads manager, which has an update pending at the next maintenance day.
    *self-maintained since author closed the business.

    Edit: PHP is latest 5.5.x release (.36) and DB is MariaDB 5.5.48
    Edit2: This is where I first noted the issue described. Pushover was new, but I don't think it was the cause. I just happened to find this issue when Pushover wasn't getting alerts which led me back to trace the alerts in the DB, which were missing! ;)
    Last edited: Jun 8, 2016
  7. Mike

    Mike XenForo Developer Staff Member

    Nothing has changed in this code for quite some time. If it's down to not getting alerts from one thread, then the only potential cause I would be aware of is the "one alert until the thread is (fully) read" behavior, which is the expected behavior.
    ENF likes this.
  8. ENF

    ENF Well-Known Member

    Thank you - will make sure a thread is fully read in testing.
  9. sgr

    sgr Active Member

    I've got complaints from 2 users. One of them is not receiving alerts from 2 threads which are being watched by that user. The other is not receiving alerts from one of those two threads, both being watched. This has been confirmed from the xf_user_alert and xf_thread_watch tables in the database. Not that in this case both these threads are started by the same user.. Could that be related? Users not getting alerts from posts or threads started by particular users..?

    So it's not a case of just one thread. Users are going manually to the thread and reading it daily (and yes, fully) because they're not getting any alerts from them.


    List of addons used on the forum with issues:

    Bb Codes & Buttons Manager
    Bb Codes & Buttons Manager - Advanced Bb Codes
    Browser Detection (Mobile/MSIE)
    Conversation Improvements
    Create Resource from Forum by Waindigo
    CTA Table BB Code
    Custom Fields by Waindigo
    FAQ Manager by Iversia
    ForumBackup DropBox
    Ignore More by Waindigo
    LiquidPro Simple Forms
    Navigation Tabs by Waindigo
    Nodes As Tabs
    Resource Managers by Waindigo
    Similar Threads
    Smiley Manager
    SV - rrssb
    Theme Information
    TinyMCE Quattro
    WDB Popular Content
    XenForo Media Gallery
    XenForo Resource Manager
    [bd] Widget Framework
    [******] Custom Node Icon
  10. sgr

    sgr Active Member

    It also seems there are more threads and more users who are not getting alerts consistently. I checked the 'Ignore More' addon's database and those threads are not in the ignored list either. What should I do. Any advice, @Mike? Should I upgrade to 1.5.8 from 1.5.6 in an effort to resolve this? I should probably update the addons as well. Can't see how they could be causing problems here though..
  11. Divvens

    Divvens Well-Known Member

    Alerts are sent only once per watched thread until the member reads the thread and it is marked read.

    Are you sure the users who are not getting alerts for new posts on watched threads have read the thread since previous alert? If they have not, the alert will not be sent.

    I.e; If thread is watched & read -> alert is sent


    If thread is watched & unread (maybe more than 1 new reply or unread since whenever the previous watch alert was sent) -> no alert is sent
  12. Mr Lucky

    Mr Lucky Well-Known Member

    I get this quite often. When er someone has complained about not getting alerts, it ends up being due to having forgotten to go the the actual thread. Very easy for this to happen.
  13. Mike

    Mike XenForo Developer Staff Member

    As this isn't something widespread, I'd have to recommend disabling all add-ons to test. This might require them being disabled for a while though, as the issue will relate to when replies are being made to the thread. It's possible that an unrelated add-on could be interfering due to a bug in it (leading to the normal code paths not being followed in certain cases).
  14. empire

    empire Well-Known Member

    We're having the same issue, and nothing had changed when it started happening. We got multiple reports all at once, including one from a staff member who knows how alerts work and is certain she's missing some.

    I have wondered if it could be related to Simple Forms or one of Daniel Hood's add-ons (we use Conversation/Tag Essentials) because maybe there's some kind of callback that's breaking something. I haven't updated those lately.
  15. Mr Lucky

    Mr Lucky Well-Known Member

    BTW, I didn't mean mean this to negate or diminish the possibility there is a actual bug or addon conflict causing a real issue.

    Just saying that it happens quite frequently people (including me ) read the text in an email and then forget you didn't go to the tread.
  16. sgr

    sgr Active Member

    The 2 users haven't been alerted even once since they started watching the thread. The database has zero alerts for those users, even though they're watching those threads. (Confirmed from xf_user_alert and xf_thread_watch).
  17. sgr

    sgr Active Member

    I should probably update the addons as well. Mind sharing the list of addons you're using? Maybe there are common/related addons that you, @ENF and I are using which could be causing these issues..
  18. empire

    empire Well-Known Member

    @sgr We use a lot, including some custom ones. But the ones on ENF's list that we use are:
    • Conversation Essentials
    • CTA Featured Threads
    • Digital Point Better Analytics
    • LiquidPro Simple Forms
    • Live Update
    • XenForo Enhanced Search
    • [AD] UI.X
    I updated XenForo and Live Update, but I can't tell if it fixed it.
  19. Pierce

    Pierce Well-Known Member

    I'm also having this issue, have a few mods by Andyb.

    The users are not getting alerts, even though they gave replied to the thread watched and UN watched the thread.

    Apparently my site is notorious for not giving alerts!?
  20. Mr Lucky

    Mr Lucky Well-Known Member

    Spookily enough this just happened to me since a couple of days.

    I checked my sendgrid stats, and the The culprit appears to be a blacklisted IP:

    550 "JunkMail rejected - o1678912x138.outbound-mail.sendgrid.net []:34514 is in an RBL, see Blocked - see http://www.spamcop.net/bl.shtml?
    That blacklisted IP?

    Net Range -
    Name SENDGRID04
    Handle NET-167-89-0-0-1

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