SOLVED [CPANEL-27686] Not receiving new account email notifications

[snewton]

I've upgraded to version 80 and now I am seeing email delays and just general weirdness.

When I create a new account (in WHMCS or even WHM directly), I am not receiving the typical new account email notification.

But, if I terminate the account, I immediately receive the account terminated email notification as well as the new account email notification I should have received when the account was created. It's kind of like it's stuck and being pushed though by the termination email notification.

All other cPanel email notifications appear to be working though, such as creating an addon domain, suspension/unsuspension, etc.

I've checked the mail logs and I can't see or find any issues.

Thoughts? Suggestions?

 

[snewton]

Just to add, I am seeing this on multiple servers.

Is no one else experiencing this?

 

[cPanelMichael]

Hello @snewton,

Can you browse to the Notifications tab in WHM >> Contact Manager and verify the Account Creation notification type is set to an Importance level that should result in an email notification? If so, can you create a new account and monitor /var/log/exim_mainlog to see if a new entry is logged? EX:

1. Open a SSH session as root and run the following command:

tail -f /var/log/exim_mainlog

2. Create a new account via WHM and see what's logged to /var/log/exim_mainlog.

Thank you.

 

[snewton]

Hello @snewton,

Can you browse to the Notifications tab in WHM >> Contact Manager and verify the Account Creation notification type is set to an Importance level that should result in an email notification? If so, can you create a new account and monitor /var/log/exim_mainlog to see if a new entry is logged? EX:

1. Open a SSH session as root and run the following command:

tail -f /var/log/exim_mainlog

2. Create a new account via WHM and see what's logged to /var/log/exim_mainlog.

Thank you.

I checked the Notifications tab and Account Creation is set to "Low".

I tailed the exim_mainlog and created a test account and nothing regarding the account creation was logged.

What's weird though, is once I terminate the account, both the termination notification and the new account creation notification emails get sent.

I've looked at all related logs and every setting that could possibly be related and I can't find anything wrong.

And again, the only change that I've made recently was upgrading to version 80

 

[cPanelMichael]

Hello @snewton,

Can you open a support ticket so we can take a closer look? You can post the ticket number here and we'll link this thread to it.

Thank you.

 

[snewton]

Hello @snewton,

Can you open a support ticket so we can take a closer look? You can post the ticket number here and we'll link this thread to it.

Thank you.

Thanks, I opened a ticket:

Your Support Request ID is: 12454383

 

[snewton]

Just to update:

cPanel support staff has diagnosed the issue as an issue with something in the version 80 upgrade as they could not reproduce the issue in their test environment on version 78, but did on version 80.

An internal case has been opened: ID CPANEL-27686

 

[cPanelMichael]

Hello @snewton,

Thank you for updating this thread with the outcome of the ticket. I'll monitor case CPANEL-27686 and update this thread with more information on the status of this case as it becomes available.

Thank you.

 

[cPanelMichael]

Hello Everyone,

To update, the following fix is planned for inclusion with cPanel & WHM version 80.0.14:

CPANEL-27686: Ensure notifications are sent right away for new account creations.

Additionally, see the following thread for information about the potential for this fix to result in an influx of account creation notifications:

Pending Publication - Influx of Account Creation notifications upon the update to cPanel & WHM version 80.0.14

Thank you.

 

[cPanelMichael]

Hello Everyone,

cPanel & WHM version 80.0.14 is now published to the EDGE and CURRENT release tiers. You can read the full change log on the link below:

80 Change Log - Change Logs - cPanel Documentation

Thank you.