Sending restored and links are functioning properly

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  • Announcement
  • Updated 6 years ago
  • (Edited)
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: Resolved

We are currently researching an issue regarding broken links in Emma mailings.

The common symptom is a browser error that reads, "The requested URL could not be retrieved.” Because this is a widespread problem affecting all links in Emma mailings, we temporarily disabled the ‘Send’ button in Campaigns to minimize its impact..

This was a tough decision for us to make, but we made it in an effort to avoid confusing and frustrating your audience. As soon as the problem is resolved, we’ll reinstate the Send function and post an update here.

Here are a few extra details:

We know that this issue does not reside in the Emma platform.

The problem is related to a DNS (Domain Name System) issue with the e2.ma domain, which automatically becomes part of every link in your mailings so we can track click activity in Response.

We’re working to resolve the problem as quickly as possible, but we're dependent on a third party for the restoration of that domain. We don’t have an estimated time to resolution, but everyone is aware of how urgent the need for resolution is.

We are currently testing an interim solution that we believe will allow us to reactivate the ability to send. We are working quickly to roll that out this evening.

We know this problem is affecting some time-sensitive mailings in our customer community. We’re doing everything we can to limit the disruption and inconvenience, and in the meantime, we appreciate your patience and support today.

Click 'follow' in the upper right if you would like to receive notification when we post updates here.

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Kyle Floyd, Official Rep

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Posted 6 years ago

  • 3
Any idea when this will be fixed?? We have a time-sensitive newsletter we needed to get out this morning...
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C Baker

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Agreed. This is a real drag, Emma-ites. A lot of us had no notice and need to get press releases and newsletters out there.
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C Baker

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PLEASE POST YOUR ESTIMATED TIME that this will be fixed. Already I'm going to have to work at night which I really don't relish.
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BOHO

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I had a campaign that was to go out at 1:00 AM and it did not go. Also I have campaigns scheduled to go for out everynight this week at 1: 00 AM and they are not there. What is going on?
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Kyle Floyd, Official Rep

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We host links and other things using the e2.ma domain. Right now, we believe that ALL or most of the .ma domains suffered a DNS outage this morning. Not just the Emma domain but everyone using a .ma domain for hosting

Our team here is exploring options and working to get this corrected as quickly as possible.

I will continue to post updates here as we know more.
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BOHO

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My notices are critical to go out. I need these out asap!
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Michelle Roche

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This is not good.   I am sure all of us have press releases that need to go out.    The option for a "small" photo has yet be resolved as well.
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Pur Minerals

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Any updates, yet??
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Marcy Tilton Fabrics

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I sent a very important mailing on Saturday night, seems that some of my list was able to access via the link and then today it all went FUBAR.  How will you rectify the link on mailings that have already been sent.  Will I need to send the mailing again?  Will Emma contact me with how to handle this glitch????
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Sean L Udin

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I sent a mailer out at 10am, will the mailer I sent work once your problem is fixed?
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Audrey

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Help--I encountered this problem when my split test had finished and I clicked "end test and send this variation." I am now stuck on the split test screen.

The problem is that shortly thereafter I received my copy of the newsletter (I'm on the list). Now I don't know whether or not it sent to the rest of the list and I don't want to hit "send" again because I don't want recipients getting two copies.

By the way, the links in my newsletter worked fine.
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BOHO

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Well Kyle how about an update?

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Ryan

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I had an email scheduled to go out this morning, which it did (at 10 am central). However, none of the links are working. This really looks terrible to our clients and targets that this was distributed to. Once the issue is resolved, will the links in our distributed mailings work again? And can you give us an update on the timing of the resolution?
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Kyle Floyd, Official Rep

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As a precaution, we've temporarily disabled the Review & Send button in every Emma account

We know this is a significant inconvenience to our customers, but we also don't want you to risk sending emails with links that don't work.

We are exploring solutions and will post an estimated time to resolution as soon as possible.
(Edited)
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Audrey

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Yes- we've already received a direct e-mail back telling us the "unsubscribe" link didn't work and to please remove from the list.
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Community Bank & Trust

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We have critical weather-related information to send out.
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BOHO

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As stated above, we also have critical info about homeless shelter openings that must get out!
Disabling the Review and Send button does nothing for emails that were already scheduled! As mine was for 11am.  Spending a lot of time replying to annoyed customers right now . .
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Team Green Adventures

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Is there a way for us to get a text notification that emails can be sent, or can there be a "schedule to go out" option that we can set up in which you automatically send it as soon as the problem is fixed? I'll worry about this less if I know there's a way my newsletter can be sent right away, without me having to check the message board continuously. Thanks!

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Radbuyer

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Ok Team Emma. These things happen and it seems this isn't even inside your own architecture. Best wishes for a speedy recovery and props for the notification banner. Really well done!
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First Place 4 Health

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I sent a campaign on Saturday morning.  The links worked at the time, but are not working now.  Will you be able to fix this?  I am receiving customer emails complaining about the issue and I want to be able to give them an accurate response.  I'm wondering if the issue will be able to be fixed for emails that have already sent.  That will affect my response to my customers.
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Kyle Floyd, Official Rep

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Hi First Place, The links from Saturday's mailing will now work properly. Please let us know if you have any additional questions.
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Blood Assurance

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Good luck on resolving this. Technical glitches happen and while they're an inconvenience, they are inevitable in the modern age, and given that we've seen very little downtime from Emma overall, I'm not too worried. Looking forward to the resolution.
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Editorial

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I suggest you also add a notice to the top of emails/test emails. We would have greatly appreciated knowing about the issue before taking the time to try to troubleshoot our own coding/connections. Thank you very much for your help!
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Vail Resorts-Internal

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Just to ensure - no emails will be sent until this is fixed? I thought it was an issue on our end and tried to send an email three times and then got the Sending is Disabled message (three times). I want to make sure that message will not actually be sent three times. Please advise.
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Kyle Floyd, Official Rep

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Yes, that send button has been completely disabled. Those mailings will not be queued for sending.
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Vail Resorts-Internal

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Thanks. What is the ETA to have us back online to send?

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Retail Live!

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I have sent several test to myself this afternoon the SEND button is not disabled as I am receiving the blasts, however the links are still not working.
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Durango School District

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What is the expected ETA to correct the problem and allow campaigns to resume?  We are late on newsletters...
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Matthew Jones

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When this is back, will it fix the current links, or will we have to resend previous emails?
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Kyle Floyd, Official Rep

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Hi Matthew, to be clear there is no reason to resend specifically for the links. The links in previous, and future, mailings will work. Please let me know if you have additional questions.
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Kyle Floyd, Official Rep

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At the present time, we believe that it may be several hours before we have a resolution for the problem impacting links in customer mailings.

We do not yet know how links from previously sent mailings will behave once a fix has been implemented. As soon as we know the answer to that very important question, I will post that here.

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Nanovic Jenn

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Any news?  We have a time sensitive announcement about an event cancellation that needs to go out as soon as possible.
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Love Helps, inc.

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FYI: We are also seeing the same problem with images that have an associated link (which brings up the same error message.
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Nashville Predators

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Looks like links from our previously sent emails are working again...
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AGC of Washington

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This reply was created from a merged topic originally titled
sending is currently disabled.


I'm trying to send myself a draft of a newsletter and I get a "sending is currently disabled" window with an OK button to click, which I have to do to make it go away. This prevents me, of course, from sending anything to myself or others. Can you tell me what's going on?
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Ryan

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I just tried the links in the email we sent out this morning (without any notification) and our links are still not working. I understand that things break, but to have links broken for hours is really unacceptable, especially considering how quickly you can lose customers through opt-outs, etc. Is there any word on how quickly links in past emails will be fixed?
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The Library Resources Group

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Any updates for us, Kyle?
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Colorado Trust

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I was able to send out tests in the last 30 minutes and all the links worked in the plaintext version as well as the html version but the sending button is still disabled. Are we getting closer? Thanks.
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Hour Media

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Is the correction close to completion? We have had a few advertisers file complaints with us about not fulfilling contracts due to the issue (we have a daily newsletter that is already several hours late). We would like to avoid issuing refunds.
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Red Cup Agency

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When will you have this fixed? And when will you start offering refunds to us? I have a campaign I've been working on for eight weeks and it is now dead in the water. 

Lee Schneider 
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Kyle Floyd, Official Rep

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Hi Red Cup, thanks for sticking with us through this. I wanted to close the loop here and let you know I will be responding directly to your email inquiry.