Broken Download Links

An issue has suddenly occured with random orders for digital downloads in that some of my customers are receiving emails with the download link broken

However, the copy of the email I receive the link is perfectly fine

Customer receives this

https://www.smrphotography.co.uk/index.php?o=191 ab48b1

I receive this

https://www.smrphotography.co.uk/index.php?o=191ab48b1

Any suggestions as to why this has suddenly started happening and what I can do about it please?  I haven't changed anything recently and was all working fine up until about 3 days ago.

Just to update the customers affected are with various email providers and also if they have created an account they can't see the download link when they log back in...although that may be user error!

Many thanks

Sue

I don't know why that would be, but it is nothing in Sytist causing that. It is the exact same email you are receiving without issue. 

You can try to change it so it isn't just a link in the email.

Settings -> Default Emails & Text Messages -> Orders & Invoices -> Order Email.

Change: [ORDER_LINK]

to: 

[ORDER_LINK_OPEN]View Order[/LINK] 

Thanks Tim, does seem really odd as it's so random.  I've had a load of orders from 3 events this week and most have been fine but about 6 have had the issue.

I will monitor it for another couple of days and then make the change you have suggested if it keeps happening.

Thanks

sue

Hi Tim

I tried changing the order email link as you suggested and if anything the problem is even wors.  I eventually got one of the clients to forward me their version of the email and if I click on the link I then get the same problem they do even though it works fine on the copy I get.  I am going to forward it to you to see if you can see anything obvious.  The only thing I have noticed is that it tends to be (but not always) affecting those that don't create an account, although never been an issue before.  This started happening about 2-3 weeks ago

Who are you hosting with?

In Settings -> Mail Sending Settings, are you using the PHP Mail() function or the SMTP PHPMailer?

Hosting is with Easyspace.  Not had any issues before now and I'm using the PHP Mail () function.

I changed the account creation to "mandatory" last night as I was having to manually resend a lot of emails with the unbroken link, and I don't know if it's just a coincidence but there don't seem to have been any issues since?  not sure why that should affect things though!

Do they still seem to be sending out without issues now?

I'll know tomorrow when I upload another event tonight.... fingers crossed!

Hi Tim

Unfortunately the issue is still occurring and still totally random.  I have asked a couple of people to log back into their accounts to see if they have the problem with the account rather than from the download email.  Will let you know when they get back to me.

I've changed your default order email to include the order link toward the top of the email. Lets see of that makes any difference.

Thanks Tim, i was just checking orders from the weekend's events and those placed last night and this morning do not seem to have had any issues so that may have fixed the problem!

I just changed it when I posted the reply 15 minutes ago. 

OK, thank you, I'll keep monitoring it!

Hi Tim, just thought I'd let you know that your fix seems to have worked, no more issues with broken links so far!

Many thanks!

Good to know.