Social posts to Twitter are not happening.

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  • Problem
  • Updated 4 years ago
  • Solved
  • (Edited)
Archived and Closed

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Emma confirms I shared my newsletter/email via my Facebook and Twitter but it's not showing up in either location. My split test went live 5 hours ago, final email sent 1 hour ago. Can't seem to find my shared posts.
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The Selling Agency

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  • fraggervated

Posted 6 years ago

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Emily Foreman, Employee

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Hi there...sorry to hear you are having issues with the share feature! I'm happy to help figure out what is going on. Could I grab a bit more information from you: what sub account and mailing name are you working in today?

I'll keep my eye out for your reply.
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The Selling Agency

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Thanks. The agency account and the sub account are The Selling Agency.com
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Emily Foreman, Employee

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Thank you for the information. I did a little digging around and read that Facebook had an outage yesterday morning. You can read about it here. After taking a peek at your Facebook account, it looks like the campaign eventually posted to your page once Facebook came back online.

Now for the mysterious Twitter share. I'm equally stumped and would like to investigate a bit further. I'll have to get back to you on why Twitter failed to show up on your wall.
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The Selling Agency

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Hi Emily,

I manually posted the online version yesterday. It never made it via the Emma share button on facebook or twitter.
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Emily Foreman, Employee

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Hi there, I haven't forgotten about you!

Unfortunately, I am unable to determine why your Twitter post failed to make it to your wall. I looped in a few other support technicians to test and we came up empty handed. Our best guess at what happened is there was an brief blip with the connection either from Emma to Twitter or vise versa, causing the post to fail. If you are noticing more posts are not making it to Facebook or Twitter, try disconnecting your accounts and reconnecting. You can access the post to social options on your Response page. Click on the drop down arrow to the right of any completed mailing, select "post to a social network" and then "adjust your social network settings":



I know this isn't the answer you were hoping for and hopefully this doesn't happen again!
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Love Out Loud

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I consistently (probably 1 in 3 posts) have the same issue: I send my mailing and then use the Twitter interface within Emma to post a Tweet, and much of the time, the Tweet fails to post to @loveoutloudWS, despite having reconnected it to Emma several times and the logo and Twitter handle appearing onscreen that would seem to confer the connection (see attached). Do I need to simply reset them every....time? week? after closing the browser?
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Love Out Loud

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Ugh. Still having the same issue. Emily Hollingsworth (or any other Community Engagement Manager), can you help!
Yesterday, after a mailing, the social media screen came up and my twitter ID and artwork displayed as if everything was synched up.
I took about 15 minutes to create a tweet that included everyone's Twitter ID listed in my campaign that I was tweeting about. I didn't even think twice about checking my Twitter profile to be sure it posted (I didn't think I'd need to do that every time).
That was all yesterday....and the post was pretty time sensitive.
I just jumped on my Twitter profile (which I'm just not in the habit of doing) only to notice that once again, the Tweet did not make it from the Emma social media page to my Twitter feed.
Please advise.
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Emily Hollingsworth, Alum

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Hi Love Out Loud -- So sorry for my delay in responding to your initial comment here. We've definitely had periodic reports of social posts not posting successfully but have had trouble replicating that in the past. Within the last week, we discovered a bug that is causing twitter posts from the send success page to not actually post. With this bug, you will see the success page but the post doesn't actually post...I know, that's not what we want.

We're working on fixing this bug, and I'll be sure to let you know here when it's resolved. In the meantime, I suggest grabbing the webview link for your mailing from the response and posting that directly to twitter. I realize this is not your ideal workflow, and we're eager to get this feature working again for you!
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Love Out Loud

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Thank you for the reply. Good to know that we should just work directly in Twitter and Facebook for now.
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IIT Chicago Kent College of Law

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Hello, I am experiencing this same thing. On the myemma side of things it says I've shared the email I sent out today twice on my twitter but it's been about 20-30 minutes and neither tweet has gone out as far as I can tell. Can you please help? Thanks!
Kelly
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Emily Hollingsworth, Alum

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Hi Kelly -- I hopped into my account and shared a mailing to my own Twitter account just to make sure there wasn't something bigger going on here. As far as I know, the share options are working as expected.

Have you tried disconnecting and reconnecting your account in the social connector? Sometimes that can get things moving again! Let me know if that doesn't do the trick.
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IIT Chicago Kent College of Law

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Hi Emily - I did try that and share a third time and it still does not. I spoke to a representative this morning when the tweets from yesterday did not show up and he went into my account and is I think still working on figuring out what when wrong since it looks to be working correctly on the myemma end. If you figure anything out I'd love to know. Thanks!
Kelly
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Emily Hollingsworth, Alum

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Hi Kelly -- Ok! I'll circle up with Benton and see what we can figure out here. :)
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Hope Clinic For Women

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Hi, same thing happened here. I sent the email yesterday and scheduled the posts on FB/Twitter for this morning at 9am and nothing has happened. It usually works when I share it immediately after sending the email, but maybe the scheduling out caused the error.
Sara
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Emily Hollingsworth, Alum

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Hi Sara -- When you scheduled that post, is this the message you added for the tweet? 



I'm trying to rule out a few possibilites for what may have happened here. :)
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Mission Enablers

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I'm having the same issue. It appears that my newsletters are being posted (according to Emma) but I'm not seeing them on my Facebook page (sometimes they show up, sometimes they don't). Did you figure out what the issue was?

Thanks, 

Heather
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Emily Hollingsworth, Alum

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Hi Heather -- Let's try to rule out a few basics and get some more information here. Have you tried disconnecting and reconnecting your Emma and Facebook accounts using the social connector? Does your process for posting or scheduling those posts differ at all when you see them post successfully? Are you posting directly from the response page or posting/scheduling those posts at the point of send? Thanks!
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Mission Enablers

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Emily-

I've disconnected and reconnected the fb and Emma accounts using the social connector. We'll see how it goes today after the newsletter goes out. I've been scheduling posts at the point of send for a couple days in the future. I cannot discern any difference in my process (split test doesn't seem to affect it). 

I'll get back to you on whether today's post works.

Thanks

Heather
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Emily Hollingsworth, Alum

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Great -- I'll be on the lookout for your reply!
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Mission Enablers

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Emily-

Strangely, it posted to my personal account. I selected the business' account when I scheduled the post however it's posted on my personal account.

Heather
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Mission Enablers

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Emily-

Any thoughts on how to fix the issue? 

Thanks!
Heather
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Emily Hollingsworth, Alum

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Hi Heather -- I hate to hear you're having trouble here. Just to make sure I'm on the same page, you went to the "adjust your social network settings" link in the social connector and selected your business page? Like this:



Did you do that at the point of scheduling the post from the send success page or before you sent your mailing? These things often come down to a specific sequence of steps, so let's see if we can put a timeline together. Thanks!
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Mission Enablers

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Emily-

This continues to be frustrating. I tried your suggestion to try to change the settings under "adjust your social network settings" after the email has sent. It didn't work, it still posts to my personal account no matter how many times I select Mission Enablers. This week, as always, I set the email to post to Facebook after scheduling my emails and the email posted to my personal account (which is not what I selected, obviously) when the email was sent to my subscribers (which is not the time I scheduled it for).

Ideally, the email would post for the time I schedule it for and to the page I request but currently I have no way to post to the Mission Enablers' Facebook page because I have not been able to figure out a work-around.

Suggestions?

Heather
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Mission Enablers

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Emily-

I just tried to export my contact list and it shows the date as in the future (though the time is correct (today is June 25th, next week is July 2). Perhaps this is the problem with the scheduler for my social media posts: the system is using a date in the future as the current date, therefore it assumes the time I'm setting has already past?
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Emily Hollingsworth, Alum

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Hi Heather -- That July 2 date is the "available until" date, meaning you have until July 2 to download that audience export. Sorry for the confusion there.

I understand your frustration here, and it sounds like we really need to dig in here to figure out what's going on. So, to make sure I'm on the same page, here's what you're dealing with:

1. You send or schedule a mailing and then, from the Send Success page, schedule your mailing to post to Facebook at later time to your Mission Enablers page.
2. The mailing posts immediately rather than when you scheduled it for, and it posts to your personal page rather than the business page.

Correct? Are you typically scheduling the mailing to post to Facebook later in the same day or on another day? Have you tried posting immediately (rather than scheduling) to the Mission Enablers page? I'd like to rule out if these two issues are related or isolated. Can you post to the Mission Enablers page at all?

Thanks for hanging in there while we work to figure this out!
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Mission Enablers

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Emily-

I see, I understand the July 2 date now, thanks.

To answer you:
1. Yes from the schedule success page - I schedule emails to send in the future, not immediately - I schedule my mailing to post to FB at a later date to the Mission Enablers page.
2. The mailing posts (to FB) when the mailing is sent but not for the future date I selected. And yes, it posts to my personal page, not the business one (except for a couple rare occurrences).

I always schedule the mailing to post to FB on another day. I have not tried posting immediately because I want to take advantage of the split test results. I can try that with the next mailing (Tuesday, June 30th) if you like.

Yes, I can sometimes post to FB, just not sure why/when. I just tried again with another mailing (sent earlier in the week) and it worked, though it appears differently (no thumbnail but with custom message) than a post I tried earlier this morning (thumbnail visible but custom message was not).

Thanks,

Heather
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Emily Hollingsworth, Alum

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Thanks Heather -- I'm doing some more digging here!!
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Mission Enablers

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Emily-

Last week's mailings didn't post anywhere on Facebook (neither my personal account nor the page I manage) though I did schedule it as usual. I'm trying again this week, I'll let you know how it goes...

Thanks,

Heather
(Edited)
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Emily Hollingsworth, Alum

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Hi Heather -- Any luck with those later attempts?
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Mission Enablers

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Emily-

No. Not at all. Every time it's been either posted at the wrong time, on the wrong account or not at all. It was too frustrating so I've given up. Please let me know when the feature is fixed.

Heather
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Bonaparte's Retreat Animal Rescue

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Our campaigns haven't posted to Twitter in months.  Tonight I "scheduled" a campaign to post on FB & Twitter--and NEITHER posted at scheduled time or since.  It's been over two hours since posted time scheduled. Help!
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Emily Hollingsworth, Alum

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Hi there -- I hate to hear that the social posting isn't cooperating with you. There is a known issue with twitter sharing right now that would explain your trouble over the last month or so. As I mentioned above, that is causing those scheduled posts to appear successful but not post at all. We are working to resolve that issue, and I'll be sure to let you know when it's fixed.

I've seen connectivity issues in the past with the Facebook feature, but they're tricky to replicate on our end. I'm happy to take a look, though! Have you since posted manually to Facebook? If so, I'd suggest disconnecting and reconnecting your Facebook account in Emma before trying again next time.
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Emily Hollingsworth, Alum

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Great news -- the "social posts to twitter are not happening" bug is fixed, thanks to our development team!