Hello, So recently the SMS notifications stopped working, so I tried to login and make sure the settings are correct but the SMS Notifications tab under the settings no longer loads, I just get the animated logo. Also going to the cron URL directly ends up timing out as well. I saw in my cron logs that it just times out.
I was using 3.0.1 but just purchased a new license so I could upgrade to 3.1.2 hoping it would fix the issue, but it did not.
Could you please provide us with temporary WP Admin access, so we will look into the issue from the inside? You can post the credentials as a reply to this ticket, just make sure you use private mode.
We don't interfere with any data except for the plugin and, of course, we don't provide login details to a third party.
Please note that if SMS notifications are queued on the Notifications page, it doesn't mean that they were not sent. Most probably, it's the status that wasn't updated.
However, if you have the same issue that the SMS Notifications page is endlessly loading, it means that we should contact our SMS Provider.
I can confirm that the page is stuck on loading. I will contact my colleagues regarding your case and will get back to you at the earliest possible time.
I forwarded this information to my colleagues, so I hope we will resolve it soon.
However, regarding the SMS status - are you sure they weren't received by the Customers? It's a very common issue that the status remains the same when actually notifications were sent.
In this case, the issue is caused by SMS API not being able to update the status of the message in their database. Our developers will add a fix to one of the coming updates, but I can't tell you precisely when it will be implemented. What we can suggest now is to ask your hosting provider to allow requests from https://smsapi.wpamelia.com/. That should resolve the problem until we implement the fix. Sorry for the inconvenience.
It's not the status, they're not appearing in the SMS log at all. If I look at a specific appointment in the database, no SMS notification was sent. They almost stop completely after 11th April.
With regard to the message status update, can you clarify which requests do I need to allow from https://smsapi.wpamelia.com/?
I'll open a ticket with my provider to let them know to allow requests from that URL to see if that helps for now. I was just looking at my cron logs and it looks like it stopped working Friday, April 9th in the evening.
Please keep me updated as the SMS feature is fairly important in the way we use the plugin, thank you.
Sorry for the delayed response, we don't work on weekends.
So, after the investigation, our developers came to the conclusion that the only solution for now is to ask the hosting provider to allow HTTP requests from 116.203.87.139. Basically, what you already did.
Uploaded the file.. now instead of the endless spinning icon, it stops but still can't login/signup/or recover... the button just turns blue again like nothing happened, no messaging or anything.
We have changed the server for SMS, and now SMS is using different server IP address. Most probably the server IP address is blocked on your hosting provider. Can you ask your hosting provider to execute ping and see if there is any response? The new IP addresss of the server is 116.203.87.139.
Hello, so another update, it is working again now. It does seem that it was an issue with my host (GreenGeeks) blocking it, this was their last response:
"Thank you for your update.
Please could you check your service one more time? We have found another one greylisted rule on our server and whitelisted it.
Hello,
So recently the SMS notifications stopped working, so I tried to login and make sure the settings are correct but the SMS Notifications tab under the settings no longer loads, I just get the animated logo. Also going to the cron URL directly ends up timing out as well. I saw in my cron logs that it just times out.
I was using 3.0.1 but just purchased a new license so I could upgrade to 3.1.2 hoping it would fix the issue, but it did not.
Any help is appreciated.
Hi, Philip!
Thank you for choosing Amelia.
Could you please provide us with temporary WP Admin access, so we will look into the issue from the inside? You can post the credentials as a reply to this ticket, just make sure you use private mode.
We don't interfere with any data except for the plugin and, of course, we don't provide login details to a third party.
Best regards.
@Philip I've just raised a ticket for exactly this. Also noticed in the DB that SMS notifications aren't being sent.
Hi, Graham!
Please note that if SMS notifications are queued on the Notifications page, it doesn't mean that they were not sent. Most probably, it's the status that wasn't updated.
However, if you have the same issue that the SMS Notifications page is endlessly loading, it means that we should contact our SMS Provider.
Best Regards.
Hi, Philip!
Thank you for the credentials.
I can confirm that the page is stuck on loading. I will contact my colleagues regarding your case and will get back to you at the earliest possible time.
@Liza, yes I have the constantly loading issue.
I'm referring to the SMS history in the database which shows they have not been sending.
Graham,
Thank you for the clarification.
I forwarded this information to my colleagues, so I hope we will resolve it soon.
However, regarding the SMS status - are you sure they weren't received by the Customers? It's a very common issue that the status remains the same when actually notifications were sent.
In this case, the issue is caused by SMS API not being able to update the status of the message in their database. Our developers will add a fix to one of the coming updates, but I can't tell you precisely when it will be implemented. What we can suggest now is to ask your hosting provider to allow requests from https://smsapi.wpamelia.com/. That should resolve the problem until we implement the fix. Sorry for the inconvenience.
Best Regards.
It's not the status, they're not appearing in the SMS log at all. If I look at a specific appointment in the database, no SMS notification was sent. They almost stop completely after 11th April.
With regard to the message status update, can you clarify which requests do I need to allow from https://smsapi.wpamelia.com/?
Thanks
Graham
Hello,
I'll open a ticket with my provider to let them know to allow requests from that URL to see if that helps for now. I was just looking at my cron logs and it looks like it stopped working Friday, April 9th in the evening.
Please keep me updated as the SMS feature is fairly important in the way we use the plugin, thank you.
reply from host:
"
Thank you for contacting the GreenGeeks support.
Please could you provide an IP address of smsapi.wpamelia.com domain source?
Please get back to us if you need any further assistance and let us know how else we can help.
Kind Regards,
"
Hi, Philip!
Yes, sure. The IP address is 116.203.87.139
Could you please also provide us with your FTP and database access, our developers require them for further investigations?
Best Regards.
It started working again today, were you able to fix?
Hi, Philip!
No, we didn't make any changes yet. It took us some time to investigate it on our end.
Can you please confirm that SMS notifications work now?
Otherwise, please provide us with access to your database as well, and our developers will add a fix.
Best Regards.
It did yesterday, but now seems to be stuck on loading again. I will get you the database information. The IP is also whitelisted now.
From host:
We whitelisted this IP address for your account. Also, the IP was added as an exclusion for 10 days to our firewall.
Please get back to us if you need any further assistance and let us know how else we can help.
Hi, Philip!
Sorry for the delayed response, we don't work on weekends.
So, after the investigation, our developers came to the conclusion that the only solution for now is to ask the hosting provider to allow HTTP requests from 116.203.87.139. Basically, what you already did.
Looking forward to hearing from you.
Yeah they did that... and it's still not working, and I can't load the sms notifications settings page still either.
Philip,
I'm really sorry for that.
I will involve another engineer, so, hopefully, the power of brainstorm will finally resolve this issue.
I will contact you at the earliest possible time.
Best Regards.
Hi, Philip!
Please re-login into your SMS account, it should work now.
If the page is still invisible, please send us the IP of the server.
Best Regards.
Hi, Philip!
Our developers added a fix, please upload it through FTP to the ameliabooking folder.
After that, the SMS account login page should be visible. Please try to log in.
And if that doesn't work (if timeout in connection to http://smsapi.wpamelia.com/ occurs) please ask your hosting provider to PING http://smsapi.wpamelia.com/.
Looking forward to hearing from you.
Hi Liza,
is this fix just for Philip, or would this be valid for me too?
Thanks
Graham
Hi, Graham!
Most probably it will be applicable to your case as well.
Please try that and let me know if it worked.
Looking forward to hearing from you.
Hello,
Uploaded the file.. now instead of the endless spinning icon, it stops but still can't login/signup/or recover... the button just turns blue again like nothing happened, no messaging or anything.
Hi everyone,
We have changed the server for SMS, and now SMS is using different server IP address. Most probably the server IP address is blocked on your hosting provider. Can you ask your hosting provider to execute ping and see if there is any response? The new IP addresss of the server is 116.203.87.139.
They need to execute:
Still not working for me, but I let them know what you said.. awaiting response from host now.
Hello, so another update, it is working again now. It does seem that it was an issue with my host (GreenGeeks) blocking it, this was their last response:
"Thank you for your update.
Please could you check your service one more time? We have found another one greylisted rule on our server and whitelisted it.
Thank you for your patience.
Kind Regards,
GreenGeeks Support Team"
Hi, Philip!
Thank you for the updates.
I will forward this info to our team.
Best Regards.