I can no longer view contact history if they are marked as error

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I used to be able to see contact history for contacts marked as error. Lately, I see no history. We have many contacts that change their emails but their history is lost if they go into error status. Is there a way to prevent the history from being lost for contacts?
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Cynthia

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Posted 3 years ago

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Grey Stepp, Support Team Manager

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Hey Cynthia, 

When you say that you can't see the contact history, do you mean when you open up the contact record and click "Contact History", nothing is loading?  Is it loading for Active contacts?  

We haven't changed that aspect of your account, so if something is going on that you can't see it, it may be browser related.  You might try clearing your cache and cookies and restarting your browser.  I was actually just able to pop into your account and checked the history of a few error contacts and it loaded fine for me. 

If I'm misunderstanding what you're asking, let me know and maybe send along a screen shot of specifically what you're seeing and I'll be happy to take a look.  

- Grey
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Cynthia

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Grey, when I click on Contact History it says "There aren't any items to see at this time." but there should be history for these people. Here is a screen shot.
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Grey Stepp, Support Team Manager

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Is it possible that these folks went into error status longer ago than 18 months?   I see that this one has been a contact since August of 2014.  
Remember that Emma only stores response data for 18 months before it is purged from our system, so if it's been longer than that since you've attempted to send to them, it won't show.  
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Cynthia

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No, this is the case for any contact that is in error status.
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Cynthia

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Okay, I went in to contacts in error status in my General Interest list and I do see past history. It must have been the 18 months purge. It would help me if I could see a date when they went into error status.
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Grey Stepp, Support Team Manager

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That's a great idea!   I'll pass that along to my developers.  

I believe that, for now, you could export those error status contacts and check the "last modified" date.  That will tell you the date that they were changed to error status.