Error scheduling mailing when account time zone is earlier than computer time zone

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  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
A clarification first: I work from Europe, the account is set and my coworkers are working from the east coast (EST). If I try to schedule a mailing, there is a weird mix up of time zones going on: I cannot choose a time that is already over for me but is still ahead in EST. Still, if I enter a time, the sendout is actually taking place in EST time.

Practical example: I was trying to prepare a sendout for 9am EST / 3pm CET and 9am was already over in CET but not EST. The frontend did not let me choose 9am anymore. But if I choose 3pm for the sendout, it isn't send out 3pm CET but EST. This prevents me from scheduling timely sendouts.

Thanks!
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hbfus

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Posted 5 years ago

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Alyssa Boragno, Champion

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When scheduling a mailing in Emma, the time you schedule will reflect the time zone you currently have set up in your Emma account. So, if your time zone is set to EST, your mailing will be scheduled for a time set in that time zone.

It is a little weird how you were unable to schedule a mailing according to the EST time zone, since that is what your account is set up in. Could you perhaps post a screenshot of what you're seeing when you try to schedule?
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hbfus

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Dear Alyssa,

thanks for your response. Sure, see the photo attached. When choosing a time two hours from now it tells me that I cannot choose a time in the past. Apparently the front-end is programmed to not accept times that are already over for the browser/pc being used whereas the back-end is correctly programmed to consider the profile's time zone.



Thanks!
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Alyssa Boragno, Champion

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Thanks for the screenshot! One thing to note is that Emma doesn't take into account the browser nor computer time for these mailings, it's only based on the account time zone, and what we've tested with scheduling mailings for a time that has already passed in our browser time zone, but hasn't happened yet in the account time zone, it's working as expected.

To help illustrate this, here's a screencast we created where the browser time is set MST, but the time zone is set PST (which is one hour behind). This screencast was taken at 1:48 MST and was able to schedule a mailing for 1:00 PST: http://screencast.com/t/9sqxK7H18

Additionally, the next available hour under "what time" is what's displayed as the default option for the scheduled time. When you went to schedule your campaign, do you happen to remember what time was displayed? Also, was there any possibility that your account was originally set on EST?
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Alyssa Boragno, Champion

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Hey there! Just following up on this conversation. Are you still running into this issue?
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Katie Lewis, Official Rep

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Hello! I want to pop in here to see if you're all squared away. Alyssa has since moved on from Emma -- sob! -- so I'm glad to lend a hand.
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hbfus

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Hi Katie,

sorry for not reacting - wasn't working on any sendout the last weeks. The error continues to persist. Just now (9:50 am EST, 15:50 in Germany) tried to do a mailing for today 3pm EST. My scheduling was rejected. Entering 4pm did work. The account is set to EST.

Best,

Alexander
(Edited)
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hbfus

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Here are the screenshots:



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Katie Lewis, Official Rep

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Thanks for sharing this! I noticed Alyssa asked if you could pass along what’s displayed as the next available hour as the default option. Would you mind letting me know what displays there when you try to schedule a mailing? That will tell us what Emma thinks is the next available hour.

Your account’s time zone is set to US/Eastern, which is the correct selection for the Eastern time zone, and the account doesn’t know in which time zone you’re in; it only pulls from that setting when scheduling a mailing.

Has this always been a problem, or did it start in December?
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hbfus

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I think I have just come closer to the core of the problem. When I open the scheduling window right now (7pm in Berlin, 1pm EST), it shows 2pm which would be consistent with the expected behavior. And it actually lets me schedule it for 2pm, if I make no changes in the little pop-up! But if I try to change the timing to 3pm or even try to change it to 3pm and then back to 2pm, I'll get the before-mentioned error message.

P.S.: The error has, as far as I know, always existed. My workaround for now is to change the time on my PC to EST, as that helps. It's apparent that the script on your website somehow pulls the time from my browser without awareness of the time zone and thus the error.
(Edited)
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Mission Enablers

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This is also the work-around that I've been using. I have to change my computer's time zone so that I can set the time for Emma without getting an error (I also work from Europe).
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Katie Lewis, Official Rep

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I appreciate these details! I’m still troubleshooting with our technical support specialist, and I hope to have an update for you early next week, if not sooner.
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Katie Lewis, Official Rep

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Official Response
We’ve learned something new: Computer time zone has never been a factor in scheduling mailings, as far as we’ve known, but it definitely seems that it is now. I initially had trouble recreating this because I was choosing a time zone ahead of my account time zone instead of behind it while troubleshooting.

Scheduling should only be based on your account’s time zone, and I'm filing a ticket with our developers to address that. My apologies for the lengthy back-and-forth; I’m so glad you helped us find this! I’m updating this conversation’s subject line to keep us on point, and please let me know if I can answer any questions in the meantime.
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Meaghan, Champion

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Hi Katie, I've just discovered that this seems to be an issue for me as well, as I'm on EDT time, but many of my clients (and their accounts) are in PDT. Any updates? Or a workaround, other than temporarily changing my system clock to PDT?
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Katie Lewis, Official Rep

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Hi Meaghan, no news here. :( The only workaround is still changing your computer's clock. I'll post in this conversation as soon as there's news.
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Emily Hollingsworth, Alum

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I'm happy to report that this bug is fixed! Thanks for hanging in there with us on this one. :)
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Meaghan, Champion

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Terrific news! Thanks for the update!
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Emily Hollingsworth, Alum

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Hey Meaghan -- We actually had to roll this fix back temporarily, but it should be out in the wild again very soon. I'll confirm here when I'm certain. :)
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Meaghan, Champion

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Ok, keep us posted. Thanks!
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Laura Dickerson, Official Rep

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Hi Everyone,

I'm happy to report that this bug is resolved!

Thanks for hanging in here with us as we worked to fix this issue. You should now be able to schedule your mailings and have the time that is attached to your account be the time that the mailing goes out. The system no longer looks at your computer timezone. Huzzah!