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

  • 178 Posts
  • 26 Reply Likes

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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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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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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Potential Corporation Ltd

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Emma....by stopping me sending e mails I now cannot send my customers an e mail explaining that I cannot send them my links....at least if you temporarily enable the Review & send button I can explain to my customers why they have not heard from me....by doing what you have done i now cannot stay in contact at all with my customers unless I was to send individual e mails, which is totally impractical. Now we all know that the links dont work why dont you re enable the review & Send function so that we can at least have a dialogue with our customers?....i am now getting lots of complaints from my customers....PLEASE HELP
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WCREALTORS

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Can't you just use outlook for the time being? 
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Estemerwalt Log Home

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This problem is holding us up -- I would like an ETA on the fix, please. 
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Radbuyer

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It sure seems like a lot of the customer base isn't listening. It's akin to abandoning your local restaurant because they have a power outage and can't make you breakfast today. This is not being caused by Emma. It's a global infrastructure problem that Emma is being affected by. Everybody has some downtime. Amazon. Gmail. Everyone.
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Kyle Floyd, Official Rep

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We are glad to report that ALL links are once again working properly.
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BOHO

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Thank you Kyle, Just to clarify you have the domain issue fixed too?
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Kyle Floyd, Official Rep

  • 178 Posts
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Hi, Yes all links routing through the e2.ma domain are now functioning properly. This means any links in previously sent campaigns will work. Also, any campaign you send from this point forward will be supported. Please let me know if you have any additional questions.
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Philanthropy

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Kyle and Emma, thank you for working so diligently to fix this -- and most importantly, providing ongoing communication regarding the issue.  For as frustrated as we were, I can only imagine how your team felt; and you did the very best you could with a terrible situation.  That said -- now that it's fixed, I am very grateful!  Thanks for your hard work!