Getting error when trying to export - lines are red and there's a warning sign but can't find an explanation as to why. Any ideas?

  • 3
  • Problem
  • Updated 2 years ago
  • Solved
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

Photo of Trinity Healthcare Staffing Group

Trinity Healthcare Staffing Group

  • 4 Posts
  • 0 Reply Likes

Posted 2 years ago

  • 3
Photo of Maya Lochan

Maya Lochan, Customer Support Specialist

  • 179 Posts
  • 32 Reply Likes
Hi there!

I hopped into your account, and also wasn't able to export your mailings' responses. I'm going to check in with my team about why you might be running into this issue.

I will be back in touch with more details shortly!
Photo of Maya Lochan

Maya Lochan, Customer Support Specialist

  • 179 Posts
  • 32 Reply Likes
Hi there!

I just wanted to let you know that my technical team is still trying to pinpoint why those response exports are throwing errors. In the meantime, I was able to grab those reports from our backend -- I've uploaded campaigns #4 and #5 to your Document Library, so you can easily access them. Please let me know if there are any additional reports you need in the interim.

I will be sure to let you know when we have more insight here!
Photo of Laurie T.

Laurie T.

  • 98 Posts
  • 11 Reply Likes
Help -- I'm having the same problem. Trying to export a segment called Neon IDs.
Photo of Maya Lochan

Maya Lochan, Customer Support Specialist

  • 179 Posts
  • 32 Reply Likes
Hi Laurie!

I was able to export your Neon IDs segment without issues, and have uploaded that file to your Document Library so you can download from there. Have you tried exporting that segment since you initially posted? You could have been running into a temporary network issue, so can you try accessing Emma from a different network?

Please let me know how you go!
Photo of Maya Lochan

Maya Lochan, Customer Support Specialist

  • 179 Posts
  • 32 Reply Likes
Hi there!

My developers were able to resolve the export issue you were running into, so I wanted to follow-up on that. We went ahead and exported the two mailings that were giving you trouble, so you can download those files straight from exports, if needed. The one caveat here is that the sent date is empty -- the send_started  timestamp on the parent mailing is null in that circumstance, so there isn't a date to put in there, but all other data is included.

Thanks for hanging in there as we worked to resolve this issue!
(Edited)