Hit a snag?

Around 97% of Newsletter+ users runs Newsletter+ without a problem. If you do hit a snag, it may be one of the common ones compiled below.

But first, always ensure you are up to date with the latest version of Newsletter+.

Can't find your answer below? Try searching Newsletter+ support forum, post your question there or email contact@newsletterplus.net for support. Please note that support is only provided for the latest version of Newsletter+.

Setting up and installation

The license server is not available. Please try again later.

1. Your server may have a firewall blocking outgoing connections. Check with your host if your server has a firewall blocking outgoing connections. If so, request your host to whitelist 'newsletterplus.net'.

2. If you setup your own server, please install all the latest updates to the server and reboot Apache. Or contact your hosting support to do so.

3. Also check your compatibility checklist via http://your_newsletter_installation_url/inf.php?action=requirements and make sure curl and curl_exec is enabled. If either module is not enabled, please contact your hosting support to install them on your server.

Getting 404 error

Newsletter+ uses URLs without extensions, also known as 'Pretty URLs'. Instead of using URLs that ends like this /email_newsletters.php, it uses URLs that ends like this /email_newsletters. If you get a 404 error, check the following list:

  • 1. Did you upload Newsletter+ .htaccess file?
  • 2. Try this → https://newsletterplus.net/community/viewtopic.php?id=12
  • 3. If you setup your own server, ensure AllowOverride All is set in your Apache's httpd.conf instead of AllowOverride None so that Newsletter+ .htaccess file is not ignored by your server.
Page is blank
  • 1. Visit your compatibility checklist page via http://installation_url/inf.php?action=requirements (replace 'installation_url' with your Newsletter+ URL) and check that mysqli and IonCube Loader extensions are installed on your server. If otherwise, contact your hosting support to install mysqli and IonCube Loader extensions on your server.
  • 2. Check writable permissions for all files and folders. Newsletter+ uses Smarty templates. If server can't write temporary files then you can see White page.
  • Check that regular apostrophes are wrapping the credentials in all files into /application/config/. The text or code editor you used to edit files into /application/config/ may have converted the apostrophes to non-standard apostrophes causing this issue.
  • 4. Make you did not unintentionally add empty spaces or lines before the start of the first line or after the last line of code in all files into /application/config/. This will cause a 'headers already sent' error that'll halt the script, preventing it from redirecting you to the installation page.
  • 5. Site mode is 'production' by default. Production mode not shows Errors and you can see White page. Edit /index.php and set mode to 'development'.
Getting 500 internal server error

Try removing Options +FollowSymLinks from Sendy’s .htaccess file and try again.

If it does not work, try removing Options -Multiviews as well.

Getting 'Can't connect to database' error

There's really no other reason why you're getting this error other than the following.

1. Check that your database credentials are correct.

2. Check that you've attached the database user to the database and granted it full privileges.
Check with your hosting provider or refer to your server documentation on how to do that if you're unsure.

3. Check that regular apostrophes are wrapping the database credentials in /application/config/database.php. The text or code editor you used to edit the /application/config/database.php file may have converted the apostrophes to non-standard apostrophes causing this issue.

Login page just reloads without an error message

1. Your domain may have a "www" redirect. If so, try setting the base_url in /application/config/config.php to the "www" version of your Newsletter+ URL. For example, try 'http://www.mydomain.com/' instead of 'http://mydomain.com/'.

2. Your server can't save session variables because of a misconfiguration. You may need your hosting support's help with this. Contact your host to check if your server's session.save_path is set correctly in php.ini as session variables can't be saved resulting in you not being able to log in.

Using Newsletter+

Some records weren't imported from my CSV

The reason why some emails aren't imported is because they are either malformed email addresses, duplicates within the list or CSV, previously marked as unsubscribed or spam in the list or marked as bounced globally (in any list or accounts).

I have trouble importing a huge CSV file

Try adjusting/increasing the following values in your server's php.ini. Contact your host if you're unsure how to do this.

  • upload_max_filesize
  • post_max_size
  • memory_limit
  • max_execution_time (set to 0 so that execution won’t time out indefinitely)

Alternatively, try splitting your huge CSV file into several smaller sized CSV files and import them one after another.

My emails are going to the spam folder

The reason why your email goes to spam depends on a multitude of factors.

Emails are sent through Amazon SES. Amazon works day in and out maintaining good relationships with ISPs and constantly weeding out spammers so that deliverability rate is kept at its highest for all users using the service.

If your emails end up in the spam folder, it is likely due to your sender reputation. If the emails you sent has been consistently marked as spam by your recipients, the likelihood of your emails going to the spam folder will be high. If you are sending emails to 'purchased lists' or emails harvested from questionable sources, that explains it.

Spam filters on the receiving end are also very strict in what kind of emails they will put in the inbox. Try researching on this topic, eg. google for "spam filters", "how to get pass spam filters" etc.

Lastly, authenticate your 'From email' so that the receiving end knows that the email you sent is really from you and not spoofed:

Icons showing up as 'squares' in Newsletter+

This is due to a webkit issue, only happens in Chrome and Safari.

  • On a Mac, press 'Shift' and click the refresh button at the same time to force the font icons to load.
  • On Windows, press 'Ctrl + F5' to force the font icons to load.
Sending speed

Your server and its physical location determines what kind of sending speed you'll be experiencing.

Server

Newsletter+ can only perform as well as the kind of your server you're using. Newsletter+ is a 'bulk email application', almost everything is performed in bulk, from importing CSVs to sending of emails. The larger your volume, the more server resources it uses.

The better the spec of your server, the faster Newsletter+ performs.

If you can, increase your server's memory_limit to a number close to what your server physically supports by editing your server's php.ini.

Newsletter+ works well on a shared server, but if you have a very huge volume, consider running Newsletter+ on a VPS.

Server location

Also, you are able to choose which Amazon SES region (US East, US West and EU) to send emails from. Always choose the region closest to the physical location of your hosting server where Newsletter+ is hosted. When you send a newsletter, Newsletter+ transfers emails to Amazon SES. Amazon SES in turn sends out your emails. The closer the physical location of your server versus Amazon SES's servers, the lesser the latency and the faster the sending speed.

CSV import stuck at 0%

If your CSV import is stuck at 0%, the cron job that you previously setup for 'cron_index.php cron subscribers import' is not working, hence it's not executing the 'cron_index.php' script with attributes 'cron subscribers import' that in turn starts the CSV import.

You'd need to check that your cron job is setup correctly. To see the cron job setup instructions again go to Get Started Guide.

Also script can use multi_curl or php_exec for multi-threading But server may not support this. Read this post about configurations.

Sending stuck at 0%

If your sending is stuck at 0%, the cron job that you previously setup for 'cron_index.php cron email_newsletters process' is not working, hence it's not executing the 'cron_index.php' script with attributes 'cron email_newsletters process' that in turn starts the preparing before sending.

You'd need to check that your cron job is setup correctly. To see the cron job setup instructions again go to Get Started Guide.

Also script can use multi_curl or php_exec for multi-threading But server may not support this. Read this post about configurations.

Newsletter+ Support

You can search for answers in Newsletter+ support forum, post your own question there, or send an email to contact@newsletterplus.net for support. Please note that support is only provided for the latest version of Newsletter+.