Internal Server Error and Failure to Respond

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  • Updated 4 years ago
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Over the last few weeks, I've had issues with many of the emails I've tried to send. The most common problem is that I receive an "Internal Server Error" alert when I try to schedule or send an email. This seems to be related to copying a previously sent email. Alternatively, I have frequently found that the "Review & Send" tab is altogether unresponsive when I am in the editor mode. At this time, the email can sometimes be successfully sent from another computer.

These issues have become increasingly frequent, so please advise as to how to mediate the problem(s). Thank you!

-Anna Will

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VetFriends.com

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Posted 4 years ago

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Emily Hollingsworth, Alum

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Hi there -- I hopped into a few of your recent drafts to take a look but wasn't able to replicate those internal server errors. There are a few scenarios where those errors might pop up. 

First, in the event that you lose internet connectivity or we experience any system-wide connectivity issues, you could see that internal server error or an "oops" error when navigating through your account. Usually this results in the page not loading or general slowness in the account as a whole, but that could be at play here. I know we had several blips in connectivity last week that resolved themselves pretty quickly and could have resulted in a few internal server errors.

You can also see that error or a "whoops" error when attempting to send a mailing that might have a coding or content issue. In this case, we will hop into the mailing and do some troubleshooting to identify the issue and resolve it. It's usually a simple tweak in the template code or change to the mailing content. 

If you can point me to a specific mailing where you're seeing this error, I'll hop in and take a look. If the issue is resolved for now, please let me know next time you encounter it! The mailing name and/or screenshot would be helpful in that case.
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Travel Salem

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I am having a similar problem - see screen shot. Please advise on how to fix and send this mailing. Thanks.
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Waddell & Associates, Inc.

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Try reinserting all images and resend....
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Emily Hollingsworth, Alum

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Waddell is on the right track here, but I've isolated the problem to your header image and sidebar images (the orange button headers) in your "TravelSalem Event NEws3" template. This is a known issue we discovered recently that comes into play when using any images that were originally hosted on our database (before we switched to a cloud database) and have since been deleted from your library.

To workaround this error, you can simply add those images back to your library and then reinsert it from the library to the image block in the mailing.

You can read more about that bug here. Please follow along there so that you will be alerted when we resolve this bug!
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VetFriends.com

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Hi Emily- thank you for your response. I am doubtful that this has anything to do with our internet connectivity, as the issue persists regardless of browser or connection. We have tried it in multiple physical locations with different internet connections. We are at the point at which we cannot send the bulk of our emails. I am attaching a screenshot from today's first issue and will be happy to send more as they occur.

Thanks for your help! -Anna

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Emily Hollingsworth, Alum

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Hi Anna -- I had our tier two support team take a look and they noticed a few things in your HTML that aren't in line with our best practices. Specifcally, the </img> tags (those img tags should be closed like this: <img src="..."/>). It's likely that you're unable to send your mailing with unsupported HTML. 

You can check out our best practices here and our top 10 HTML tips here. If you still have trouble sending after revising your code, please let me know!
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Emily Hollingsworth, Alum

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Thank you for the screenshot!

I'm not seeing any major red flags in the mailing content there, but I am getting that error on attempting to send as well. I'm going to escalate this to our tier two support team to see if they can isolate the issue. I'll report back here!
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Waddell & Associates, Inc.

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I, too, am having issues and cannot send out my weekly newsletter. PLEASE HELP!!!!
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Waddell & Associates, Inc.

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I continue to receive the "internal server error" notification when this mailing. It was scheduled to go out Friday night, and I've continued to try and send over the past few days with no success. PLEASE PLEASE HELP!!!
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Emily Hollingsworth, Alum

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Hi Waddell -- I've isolated the error in your "January 22, 2015 Mark Sorgenfrei" mailing to one image. The globe image in that mailing was hosted on our old database (we store all images in your library on a cloud database now) and has since been deleted from the library. 

To workaround this error, you can simply add that image back to your library and then reinsert it from the library to the image block in the mailing.

This is a known issue that we are working to resolve, and you can follow along with that conversation here for updates! I apologize again for my delay in addressing this issue.
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Hillel JUC

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My account is having this issue as well!  We sent out 2 campaigns just fine yesterday, but one keeps on giving us "Internal Server Error" when we try to send or schedule the mailing.  We also get a 'whoops' when we try to send a test.  PLEASE HELP!
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Baker Donelson

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We had an Internal Server Error on one of our emails we attempted to schedule (for a later date) at 9am this morning.
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Emily Hollingsworth, Alum

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Hello! I hopped into your account and was able to successfully send a test of all mailings that were last edited today. If you're still having trouble sending, please let me know which mailing you're working in!

I see some recently scheduled mailings in your account, so I'm hoping you were able to get those scheduled this morning. :)
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Baker Donelson

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Trying to send an email just now, it happened again. I see a "200 error" if I try to click on any tab (Campaigns, Response, etc).
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Katie Lewis, Official Rep

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Hi there! I think you may be experiencing something a bit different -- Hop over to this conversation and click to follow it to stay in the loop about this morning's error messages.

Thanks!
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Emily Hollingsworth, Alum

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Hi all -- So sorry for my delay in reachig out here. I'm going to hop into your accounts this morning do see if I can replicate these errors and isolate the issue. 

If you haven't already shared the specific mailing you're working in, please do that here! I'll check back in with updates as soon as I have them. 
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Emily Hollingsworth, Alum

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Hi Anna (Vetfriends.com)! 

I wanted to circle back here with a few follow up questions.

Is the mailing in the screenshot above the only place you're experiencing this error or have you seen it in other mailings since then?

Is it only happening in mailings where you've added your own HTML? 

Have you changed anything in the way you code your HTML?

Thanks in advance!
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Hillel JUC

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"Hamilah 1/26/15" - still not working (tried on chrome and ie).  Other mailing have gone out just fine
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Hillel JUC

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on the phone now with customer service.  They are looking into pictures not being in the library . . .
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Miller & Martin

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I, too am having problems sending a test and sending the campaign. When trying to send the test, I receive a "Whoops" error.  When trying to send the campaign, I receive the "internal server error."  The specific campaign is the first draft campaign listed on our page. Please advise.  Thank you.
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Emily Hollingsworth, Alum

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Hello! It looks like you were able to resolve this issue by email with my team member Seamab. Let me know if you have any questions or if you run into this again.
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Hillel JUC

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The tech person on the phone was able to find the picture that causing issues with my account.  After switching that image, I was able to send without any problems.
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Emily Hollingsworth, Alum

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Thanks for the update! Glad you're all set here.
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TX104 - Katy Area

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I am having the same issue. Tried to solve it for a better part of this afternoon. Came home to try to send from my home computer. Same issues.  This is a campaign I composed today.
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Emily Hollingsworth, Alum

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Hi there! I found a problem in your template code that was causing that error. I've fixed that now and was able to send a test, so you should be all set now!
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Oakwood Homes Colorado - ORG

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I, too, am having this issue. It is difficult to troubleshoot exactly because my colleague (using the same login as mine) is able to send his emails. However, when he attempts to send mine (built very similarly to his) he gets the same error. 
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Emily Hollingsworth, Alum

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Hi there! I hopped into your Oakwood Homes sub account and can see that you were able to send a the drafts you've been working on most recently. If you're still seeing that error, can you let me know specifically which mailing you're working in?
(Edited)
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Myra Nicks

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Hi!

We're using the new dynamic content for a mail-out and I am also getting the "internal error" message when I attempt to "Review & Send". I've named it "July 15 - Dynamic Testing & Proofing":

I checked into the errors, ensured all my images were 72 dpi, re-loaded them and re-set all the links. I've always gotten errors for links on this site even though they all work. I've been able to send emails in the past with this proofing issue so I don't think that has an impact on this one. 

I've used the drag and drop editor and the only HTML blocks I've added are for the dynamic content at the top. 

If you could take a look and let me know what I'm missing, it would be much appreciated! This mail-out is supposed to go out on July 15. 




Thanks!
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Myra Nicks

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I just took out all the dynamic content tags in another test "July 15 - test without dynamic content" and it sent fine so it looks like I didn't set those up properly. 
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Emily Hollingsworth, Alum

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Hi there -- Thanks for those details! Your dynamic content statements actually look great. This came down to a very specific combination of having those conditional statements and double quotes on the alt text for one of your links. I changed those double quotes to single quotes here:


This is a little buggy, and we hope to fix it for you soon! In the meantime, you'll need to avoid using double quotes on any link alt text when using dynamic content in your mailing!
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Myra Nicks

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:) Thanks Emily! Much appreciated!
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Guilhem Bertholet

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Hey there,
I might be experiencing the exact same problem with my newsletter, can you help?

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Emily Hollingsworth, Alum

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Hi Guilhelm -- I see my teammate Damian is working with you on this. I'll assume he's got you all taken care of, but let me know if you need anything else.