Is there a problem or is it just me?

  • 0
  • 1
  • Question
  • Updated 4 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: queue clean up

Is there some kind of systemwide problem or is it just my account? Email tests won't send and a page is taking forever to reload. Browser: 43.0.2357.134 
Photo of Brokelyn

Brokelyn

  • 8 Posts
  • 0 Reply Likes
  • that these emoticons are juvenile and annoying, sorry.

Posted 4 years ago

  • 0
  • 1
Photo of ICF International

ICF International

  • 22 Posts
  • 0 Reply Likes

My test emails aren't sending either.

Photo of Benton Cummings

Benton Cummings, Senior Manager, Customer Support

  • 491 Posts
  • 52 Reply Likes
Hi Brokelyn and ICF,

I'd like to know a bit about your process and where you're seeing things break down. Where, in the course of sending a test, are you noticing the failure? Does it appear from the send test sidebar that the test should have sent and you're not receiving it, or will the test send process actually not complete for you? Are you receiving any error messages? Any additional context you can put around the issues should give us a good place to start digging in!

Also, Brokelyn, are there specific pages that are taking too long to reload? Let me know a little more about that issue and we'll see what we can determine. And, if you haven't yet attempted it, I'd definitely recommend clearing cache and cookies on your web browsers- that can make a tremendous impact of the performance of Emma (and other large web applications)!
Photo of Benton Cummings

Benton Cummings, Senior Manager, Customer Support

  • 491 Posts
  • 52 Reply Likes
Oh, and please let me know the name of a mailing where you recently experienced the issue around sending tests. Thanks!
Photo of Brokelyn

Brokelyn

  • 8 Posts
  • 0 Reply Likes
I cleared my cache and cookies and just tried to resend a test of the "oh my rockness dedicated" email. I got the same "please wait..." that I was getting last night, but it never sent. did you have better luck?
Photo of ICF International

ICF International

  • 22 Posts
  • 0 Reply Likes
I sent 3 tests, and received 1 of them about 3 hours later. Bizarre.
Photo of Brokelyn

Brokelyn

  • 8 Posts
  • 0 Reply Likes
Gotta say, "community-powered support" is a bummer. In my experience, it's a hands-off approach to customer service, wrapped in feel-good jargon. This isn't a grassroots organization, it's a service we pay for! What if Amazon or Macy's sent you to likeminded souls on the Internet when you had a problem? I like a lot about Emma, but this feature is not one of them. 
Photo of Katie Lewis

Katie Lewis, Official Rep

  • 3414 Posts
  • 309 Reply Likes
Hi Brokelyn, I want to step in to say I'm so, so sorry to hear you aren't having a great experience. I'm Emma's community engagement manager, and it's my role to connect you with our internal support team and like-minded Emma users to give you the most comprehensive account help, which can be quicker than other support routes since you're reaching thousands of folks at once. Rest assured that when you interact with us in Emma Community, you're reaching the same skilled technical support team you do by calling or emailing us, and I read every, single interaction in Emma Community as it happens to make sure the right answers are getting to you -- so if a fellow Emma user is lending you a hand, and their info isn't right on the money, I or another supporter will step in.

That being said, I totally understand if interacting with us publicly just isn't your bag. We all have different learning styles and support needs! If you'd rather chat privately, you can create a private conversation here in the community, email us at support@myemma.com or call us at 800.595.4401. We're glad to help however we wind up connecting!
Photo of Benton Cummings

Benton Cummings, Senior Manager, Customer Support

  • 491 Posts
  • 52 Reply Likes
Hi Brokelyn, thanks so much for the additional info, and I hope Katie's alternative communication suggestions were helpful. Don't hesitate to let me know if you'd prefer to move this conversation to email- I'll be more than happy to oblige!

I made a copy of that mailing, and the test sent out fine for me (I'm also on Chrome- latest version), so I'd like to explore a few more things to see if we can narrow down the possible places we'd need to look for the problem:

  1. Is this happening with any other mailings? If you haven't tried since you've run into the issue with the current mailing, can you please attempt a test send of another mailing to see if you get the same results?
  2. Are you experiencing any different result if you refresh your browser page (while still in the editor for that mailing) and try again (or, have you already tried that)? Or, if you head back out to Campaigns and jump back into that mailing to try it- does that offer a different experience?
  3. Have you tried sending a test on any other browsers? If not, I'd definitely recommend giving that a shot as well to see if there might be something at play there...
Photo of Benton Cummings

Benton Cummings, Senior Manager, Customer Support

  • 491 Posts
  • 52 Reply Likes
And, Hi again ICF,

Please let me know the name of the mailing where you're seeing the delivery trouble. It sounds like the issue for you might be slightly different than what Brokelyn is experiencing- are you getting confirmation that the test has sent, but you just don't see it showing up in your inbox?
Photo of ICF International

ICF International

  • 22 Posts
  • 0 Reply Likes
Hello. One of the tests went through after a few hours. Bizarre. And the final mailing was actually sent, so that was good.

To answer your question - yes. For all of the tests, it said that it was successfully sent. But we didn't receive 2 of them. I wonder if they're still spinning on your end?
Photo of ICF International

ICF International

  • 22 Posts
  • 0 Reply Likes

Oh. Sorry. And the email was the the July 15 mailing. Test.

Photo of Benton Cummings

Benton Cummings, Senior Manager, Customer Support

  • 491 Posts
  • 52 Reply Likes
Thanks for the additional info ICF. I've checked our logs, and I see that all of the tests you sent on 7/15 were indeed sent and successfully delivered to your receiving server. My first recommendation would be to check in with your IT folks to see if they can spot any messages sent from @e2ma.net that might be held up, quarantined, or haven't been distributed to your inbox for some other reason. 

I'd definitely also recommend checking your spam/junk, or any other folders that it might have been filtered to by your email client.

Are you able to indicate the 2 tests that didn't show up in your inbox? If you can point those out, I'll be happy to dig deeper and see if we can get any more info.

Thanks!!