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Topic-icon Facebook problems last few days?

7 years 7 months ago #38458 by dageke
The last 2-3 days I've missed a number of comments on our site. I've checked with the web host, and they swear it's nothing to do with them. Usually I get notified immediately about new likes and comments. But now, sometimes I don't get notified at all, which is a big problem...

For instance, the comment by Fritz Petter Hansen on www.thailandstidende.com/component/k2/it...tull-om-prostitusjon - it never got to my attention. Just an example.

...?

Best regards
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Support Specialist
7 years 7 months ago #38463 by alzander
Dag,
I'm not sure what would be causing that. Are other comments on the same page properly sending you a notification? If it seems to be from a specific page, that would definitely help narrow things down.

Other things to check/test are:
* Try leaving a comment on a page with both www. and no www and make sure both properly send the notification
* Check your PHP error logs on the server to see if there are any errors posted there

Let me know if either of those helps narrow things down. We'll help how we can, but haven't heard of that problem.

Thanks,
Alex
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7 years 7 months ago - 7 years 7 months ago #38471 by dageke
Alex, thanks for the reply.

The problem is not confined to a specific page. I’ve now checked a number of pages. Interestingly, re. the URL I gave you first, I actually did get notification of all four comments, but the last one arrived late (something like 24 hours after the comment was made)

I got notification for 7 of the 9 comments on this page:
www.thailandstidende.com/component/k2/it...-nordmenn-i-thailand

I got notification for 3 of the 5 comments on this page:
www.thailandstidende.com/component/k2/it...v-rapport-om-pattaya

I made two comments on this page, one without the www in the URL. I got notification only from the URL without www.
thailandstidende.com/component/k2/item/2...studerer-norsk-skole

Then I made a comment on this page, and got no notification
www.thailandstidende.com/component/k2/it...-tre-milliarder-baht

Then I tried without the www on this page, and also got no notification.
thailandstidende.com/component/k2/item/2269-klager-i-lorenskog

I left these comments there for about one hour… . I think almost all people access our pages with the www included in the URL, so I don’t think that is the problem here (could be wrong, of course).

Re. my testing of the system, perhaps the system is reluctant about giving notification when the comment is made by the administrator…? Maybe you can try to comment, Alex.

Re. Likes, I only got 2 notifications of Likes on this page, but the page shows 86 Likes. It’s not critical to be notified about Likes, but it’s a bit strange that I only got two…
www.thailandstidende.com/component/k2/it...-nordmenn-i-thailand
Last edit: 7 years 7 months ago by alzander.
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Support Specialist
7 years 7 months ago #38477 by alzander
The log you included was the Apache error log, not the PHP one.. so I removed it from the post. The PHP log isn't important given the information you provided.

the URL I gave you first, I actually did get notification of all four comments, but the last one arrived late (something like 24 hours after the comment was made)

This is key. Facebook notifies JFBConnect of the new comment immediately right after it's posted. It's done through Javascript on the page and triggered in the same request after the user hits the "Post Comment" button.

Therefore, if you're not seeing the comment for 24 hours (or however long) after it was posted, it likely means there's an issue with your email server. The emails could be going into a spam box, never being delivered, or something else like that. JFBConnect would not be able to send an email even 2 minutes after the post, so if there's a delay, it's from somewhere else.

What I'd recommend is to add a new email address for the notification of comments/likes. You can add multiple comma-separated emails there, like:

[email protected],[email protected]

Please note, it's comma-separated with no spaces. I'd recommend trying to add some other email address on a different domain (so that the same filters/issues won't affect it) and see if you get more (or quicker) messages at that other email.

I hope that helps narrow things down.. but definitely test and let me know how it goes.

Thanks,
Alex
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7 years 7 months ago #38480 by dageke
Hi, the component was set to notify a thailandstidende.com email address (which automatically forwards to my Gmail address). Now, I’ve change it so that the notifications are sent directly to my Gmail address, which would eliminate one clog in the chain. Except, the problem seems to originate with Gmail. (Have you encountered problems with Gmail?)

Me and a friend have been commenting on several pages all morning.

I’m being notified about the first (of first few) comments (on any page). Then, it looks like Gmail will stop letting these emails through, and I’m not notified anymore. Then, if I wait some time (perhaps an hour or more), and start commenting again, I’m notified, but the comments that were made in the meantime never gets notified.

Seems like Gmail just throws these notifications away if there are too many in a short time frame.

At the outset, I created a filter in Gmail instructing the system not to send to spam anything from our forum (defined by the sender, which is This email address is being protected from spambots. You need JavaScript enabled to view it.), but that didn’t seem to help. The Spam folder is empty, anyway.

I get a message from Gmail each time saying “This message was not sent to Spam because of a filter you created”.

Do I need to change to something other than Gmail in order for this to work? That would be a drag. Have you encountered these kinds of problems before?
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7 years 7 months ago #38481 by dageke
... meant to say:

"I’m being notified about the first (OR first few)
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Support Specialist
7 years 7 months ago #38489 by alzander
We haven't heard of anything with Gmail being the issue. They do have multiple levels of spam filters.. there are some filters that delete mail before it ever even hits your 'real' spam folder because there's no doubt it's spam/phishing, etc. I can't imagine the notification email is hitting that threshold though.

The only thing I can suggest, if possible, is trying to add another email to send the notification to.. hotmail, yahoo, personal account, etc. Then, you can compare both accounts to see if they both stop receiving the notification at the exact same point or if they are each getting separate results. That would narrow down if it's a filter/issue on the receiving end (your inbox) or a problem in JFBConnect (mail never being triggered) or your server (not sending the mail).

The last question I have, though I think I know the answer, is whether you're reloading the page between comments. Since this is happening for other users, I'm assuming it doesn't matter. If you are testing by just making comment after comment on the same page without reloading, that's not terribly realistic. That shouldn't be a problem, but best to test in a realistic way, if you aren't.

Finally, from here, we can help you add some logging. It's a few lines of code in one of our files that would write to a file on your server each time a notification email should be sent. From there, we'd narrow things down further as to where the problem is.

I hope that helps,
Alex
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7 years 7 months ago #38583 by dageke
The problem is not with Gmail. I registered for notifications to be send to my Yahoo address as well as Gmail, and the problem is the same.

A few minutes ago, I wrote a comment below this article:
www.thailandstidende.com/component/k2/it...studerer-norsk-skole
(I’ve deleted it now). I got the notification right away (both on Gmail and Yahoo).

Then, I waited a few minutes and wrote a comment on this article:
www.thailandstidende.com/component/k2/it...9-klager-i-lorenskog
And… Nothing. No notification on either email address.

Seems the system will not send out two notifications in a row when the time span between them is short.

The web host has looked at the logs and claims there are no problems with our site.

I think I need help with the logging you suggested…

Best regards
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7 years 7 months ago #38692 by dageke
Just checking that you saw my latest post (I never get notifications from this forum...)
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Support Specialist
7 years 7 months ago #38758 by alzander
Dag,
Sorry for the delay. We did get your last post and are trying to setup some tests of our own. I'll also get you the logging code soon, but it's honestly something I have to look up for Joomla 1.5 as things are a lot different for that version of Joomla, and I'm not as familiar with it anymore.

Thanks,
Alex
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