"There aren't any items to see at this time" contact search yields no results

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Hi there, 

I follow up on NDN and opt-out requests whenever I receive them, but I notice that sometimes when I search for contacts I can't always find them and get the message "There aren't any items to see at this time".

Recent ex: There has been a contact who sends an auto reply that she has retired after each mailing I send out... and so I want to remove the contact from my list. But when I search her exact email address, the search yields no results. I have also tried searching by last name, first name, and other data fields and still can't find her. She is obviously still receiving our mailings, so it's really odd. Any tips for how to find my contacts or is this a weird bug? 

Thanks in advance! 
Lisa Marie
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Lorimer

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Posted 10 months ago

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Zach Sharpe, Employee

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Hey Lisa Marie,

I'm sorry to hear you're not seeing the search results corresponding to this contact. Would you be able to provide the email address of the contact you are attempting to find? I can also do some digging to see if there is something we are missing here.

I will make this thread private to protect any information shared.

Thanks and I'll keep an eye out so we can get this taken care of as quickly as possible!

Zach
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Lorimer

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Hi Zach, 

Thanks for your reply. The address is Susan.Scully@TLDSB.ON.CA. I've had this happen quite a few times though, so I don't think it's unique to this contact.
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Zach Sharpe, Employee

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Hi Lisa Marie,

I apologize for not getting back to you, I think this may have gotten lost in the mix.

I wasn't able to search this contact, but I am curious to see if you are seeing a relay from an auto responder.

Are you still experiencing issues with this? If so would you be able to provide the following:

- The long header information from the original response mailing that was sent to you (Retrieving that his detailed here: https://mxtoolbox.com/Public/Content/EmailHeaders/)

- Do you have another example of a contact that is unsearchable along with a recent mailing they may have received?

Let me know how I can help, and I'll keep an eye out for your response.

Thanks!

Zach
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Lorimer

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Hi Zach, 

Sorry for not following up sooner on this. But I've just run into this again after receiving a response from a contact to opt them out. Is this thread still private? Hopefully... 

Email they were sent is 
Opt-In Campaign- CA Master non-opens 2017 

Here is the header info from the most recent instance:

Return-Path: <Tracey.Shannon@tdsb.on.ca>Delivered-To: projectmanager@lorimer.ca
Received: from cp1144.blacksun.ca
by cp1144.blacksun.ca with LMTP id KBb9LTMQH1rUUAAAi3mW6w
for <projectmanager@lorimer.ca>; Wed, 29 Nov 2017 13:53:23 -0600
Return-path: <Tracey.Shannon@tdsb.on.ca>
Envelope-to: marketing@lorimer.ca
Delivery-date: Wed, 29 Nov 2017 13:53:23 -0600
Received: from mail-co1nam03on0056.outbound.protection.outlook.com ([104.47.40.56]:19349 helo=NAM03-CO1-obe.outbound.protection.outlook.com)
by cp1144.blacksun.ca with esmtps (TLSv1.2:ECDHE-RSA-AES256-SHA384:256)
(Exim 4.89)
(envelope-from <Tracey.Shannon@tdsb.on.ca>)
id 1eK8Q7-00008X-8Z
for marketing@lorimer.ca; Wed, 29 Nov 2017 13:53:23 -0600
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=tdsb.on.ca;
 s=selector2; h=From:Date:Subject:Message-ID:Content-Type:MIME-Version;
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 15.20.282.5 via Frontend Transport; Wed, 29 Nov 2017 19:53:00 +0000
Authentication-Results: spf=pass (sender IP is 38.116.192.55)
 smtp.mailfrom=tdsb.on.ca; lorimer.ca; dkim=none (message not signed)
 header.d=none;lorimer.ca; dmarc=pass action=none header.from=tdsb.on.ca;
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 ([172.22.19.44]) with mapi id 14.03.0319.002; Wed, 29 Nov 2017 14:50:38 -0500
From: "Shannon, Tracey" <Tracey.Shannon@tdsb.on.ca>
To: "'marketing@lorimer.ca'" <marketing@lorimer.ca>
Subject: RE: Response required: Let us know if you want to continue
 receiving our newsletter!
Thread-Topic: Response required: Let us know if you want to continue
 receiving our newsletter!
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Date: Wed, 29 Nov 2017 19:52:56 +0000
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Photo of Zach Sharpe

Zach Sharpe, Employee

  • 290 Posts
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Hello! 

While our delivery team is unable to see the origin from this long header information, I'm going to send this over to our developers to see if we can find any additional insight.

It does look like there are ~30 Traceys in your account with different last names. It's possible she was married / remarried since the information was submitted. This could be worth looking into on a general note.

I'll be sure to update when we hear back from our development team on this.

Thanks!
Photo of Zach Sharpe

Zach Sharpe, Employee

  • 290 Posts
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Hi Lisa Marie,

Our developers were not able to identify a specific address from the long header you posted as this is likely being generated automatically.

My suggestion for next steps here would be to test archiving some of the Tracey's in your account to see which one is the problem contact as there is no way to determine which of these are her specific accounts. Alternatively if you are able to get which email addresses are associated with her specifically you could just archive all of those in the account.

Let me know if I can help walk through any of these steps.

Thanks!

Zach