Issue Problem with auto-replies

[kevindevincenzo]

Server operating system version

Windows Server 2012

Plesk version and microupdate number

18.0.56

Hello.
I have a problem with the autoresponders that I configure in any of the domains that are in my Plesk hosting. When I activate one, they work internally but if I send for example from a @gmail.com email, the autoresponder does not arrive.
Do you know what it could be?
Thank you very much

 

[Sebahat.hadzhi]

Hello, @kevindevincenzo . Could you please check this article and confirm if the log entries on your server match the example? If yes, please try applying the workaround.

 

[kevindevincenzo]

Hello, @kevindevincenzo . Could you please check this article and confirm if the log entries on your server match the example? If yes, please try applying the workaround.

Hello. Try this and it still doesn't work. Is there anything else that can be tried?

 

[scsa20]

What does the logs show?

 

[tlgroup]

This is a known issue, the fact that @Sebahat.hadzhi hasn't acknowledged this is concerning. GMAIL does not work with auto responders. PPPM-12688.

See my thread here:
Auto Reply bug: ID PPPM-12688

This issue has been ongoing. I raised this over 6 months ago and it's still not fixed. Surely this is affecting everyone? Appalling support.

 

[Sebahat.hadzhi]

Thank you for your input, @tlgroup . The bug you linked is not specific to Gmail only. It is a possible reason, but by the information provided thus far I cannot firmly conclude it is exactly that. I am not sure whether you are trying to imply that I am ignorant or that I am trying to hide the presence of such a bug, but I would like to mention that neither is true.

@kevindevincenzo , if the DMARC record's policy of the domain name in question is set to reject, the issue is indeed caused by the bug mentioned above. The smtp.from and mail.from headers mismatch as emails are sent on behalf of postmaster account, which consequently results in the issue. If that's not the case, the root cause of the issue is different and we can get back to checking the logs for additional information.

 

[tlgroup]

@Sebahat.hadzhi I actually came here to see if there was an update to my original post last August (of course, nothing) and saw someone with the same issue, hence my dismay. I'm not implying anything other than as to enquire as to why this remains broken. Your support has had more than enough time to resolve this. You still give no reason or ETA on this. If you'd prefer to continue this in my original ticket, then fine. But no, as we pay for this software, I'm not happy with this at all.

 

[scsa20]

@tlgroup there is work arounds available if you check https://support.plesk.com/hc/en-us/...ies-are-not-received-by-external-mail-servers plus you don't need to be rude. It's understandable that you're frustrated that it isn't working that you're expecting but if you have a problem you can always reach out to support directly.

As for @kevindevincenzo issue, without seeing logs it's hard to say what it is. But also considering the fact that you're running on an OS that has been EOL since 2023 my main advice would be to migrate off of server 2012 and onto something newer to a supported OS with the latest Plesk version. If you don't want to do that then we need more information and need to see what the logs shows.

 

[tlgroup]

@scsa20 How exactly is expecting software we pay for to work properly being rude? I didn't insult anyone, merely conveyed facts, but yes I'm incredibly frustrated with Plesk support. The existing bug wasn't acknowledged to the OP until I brought it into the thread. Most users probably aren't even aware of this. I only found it by accident. I don't think that after 6 months (and probably considerably longer based on this evidence), it's unreasonable to wonder what support are actually doing to resolve this, other than increasing the price each year for little return.

I have also raised this with my host and they contacted Plesk support direct (as you advise). Their response? "Update to 18.0.67" and try again. Of course testing with hotmail and gmail, only hotmail worked, so of course it made no difference. Not even an acknowledgement of the problem form them. They know full well it's not been resolved. How do we know if this will ever be fixed? We don't, and the fact it's been six or more months with no resolution doesn't bode well at all.

It's like taking your car to a garage with a broken tail light and the mechanic says he "doesn't know how to fix it or when" and "just strap a bike light" to the back as a workaround.

Regarding the article workarounds:

• Configure auto replies directly in MailEnable - tested and does not work with Gmail (which has 1.8 billion users, the most of any mail platform and one most people actually use to correspond with us)
• Edit the domain's DMARC record, changing its policy to ignore DMARC errors: Note: This method won't help with mail relay cases; auto replies may still be sent to spam. Again not viable because of this very reason.
• Configure auto replies in a mail client: I have had to use this workaround in Outlook for the last 6 months, but: Warning: Using a mail client is the only solution that works 100% of the time. Do you not see the irony here? One of our off site agents only uses webmail. Smh.

Check out Plesk reviews on Trustpilot, quite telling isn't it.

Finally under UK law based on this, it is essentially not fit for purpose, is Plesk above the law? You appear to believe so by not addressing this issue and shipping essentially broken software. This is paid software and it doesn't work as intended. I'm fed up of big corporations thinking they can just take money from customers and take no responsibility for their product:

 

[tlgroup]

UPDATE: I have a response from Plesk support to my host as follows:

"I have received an update on this from the development team. Due to this tasks's scale, the fix was postponed from version 18.0.67 and it is now scheduled to be released within the next 3 months. Please keep an eye on the change log page https://docs.plesk.com/release-notes/obsidian/change-log/. We have updated the 3-month follow-up on the ticket, and once the ticket is open, we will check with Plesk again."

It's a shame I've had to go to these lengths for a simple answer that you really should be aware of.