MY custom template does not download for updating

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I want to use some of this template for another mailer. however, I cannot download the original. it shows in the list but will not download when selected.
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Dave

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Posted 3 years ago

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Lauren Ackerman, Customer Support Specialist

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Hi Dave!

I would love to help you with this. Can you please let me know what account you are working in and the template you are trying to use? 

It would also help to know what steps you are taking when attempting to use this template. The more details you can give, the better I'll be able to help!

In the meantime, can you please try to access this template in a different browser? If you are using Chrome, you could also try using an incognito window to log into Emma, or in Firefox you can try using a private browsing window. 
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Dave

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davidspitney@cbbain.com

kb stats

I go into the campaign and select the previous mailer  (i saved as a template) It is there.  when I select to use as a template. it will not load.  If I try other templates - they will load.
Dave 
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Lauren Ackerman, Customer Support Specialist

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Hi again,

I jumped in and clicked to create a new campaign, selected the KB Stats template, and it opened right up. When this happens, it tends to point to a more local issue, and often cache & cookies are the culprit. Try clearing the cache and cookies in your browser, then shutting down the browser completely, opening it back up, and logging into Emma. 

Then click to create a new mailing and select the KB Stats template and let me know if it still does not open up.

When you are opening the template, are you doing so from a new mailing and the template gallery itself? Or are you making a copy of a previously sent mailing and then switching templates? 
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Dave

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On the campaign's page, on the list of templates, I am trying to make a copy of or switch to a previously sent mailing.  ps... F5 did no good.
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Lauren Ackerman, Customer Support Specialist

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I think it is important here to make a distinction between templates and campaigns - if only so that I can make sure I am helping with the correct issue.

The campaign is what you are actually sending out to your recipients, and the template is what the campaign is being built upon. 

Are you trying to make a copy of the template itself or are you trying to make a copy of a previously sent mailing? Are you trying to apply this template to the information sent out in a previous mailing?

Were you successful in clearing the cache and cookies or were you able to try in an incognito browser?

Thanks for the extra details here.
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Dave

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I was originally trying to use the template (that is why I made it a template) but now I am not able to use the template I made. Now I am trying to copy, drag or find some trick to use the template that I originally made. I need to change dates and re-word a couple sentences each week that I send the email. easy to do in mail chimp, probably easy in Emma too. I just have to figure out the steps. 

cleaning out the cache did not help.
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Andrew Heuback, Official Rep

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Hey Dave. Andrew here, popping in while Lauren is out of the office.

I was able to create a new campaign (mailing) using your template; you'll see a new draft in your account called Support. Here are the steps I took:

1. I click 'Create a new mailing' from the Campaigns page.

2. On the next page, under the My Templates section, I click the 'KB Stats' template.

3. I am then taken to the Editor, where I can edit my campaign using the template I selected.

Are these the same steps you're following?

I checked your account and you have all the right permissions to take the same actions I describe above; if it's not working, you may need to try a different browser / computer / internet network to help isolate the problem further. 

Please try to follow the same steps I've outlined above, and if you can, also give it a shot from a different computer / network setup. If you're still having trouble, let us know with as much detail as possible (if you can outline your exact steps and include screenshots, that will go a long way in helping us pinpoint this)! 

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Andrew Heuback, Official Rep

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Hey Dave. Just writing to check in with you on this. Were you able to resolve things with this template?