not getting response summaries or preview emails

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  • Updated 4 months ago
Hi. Couple of problems, hope you can help.  I have not gotten any response summaries to my work email (diane@discoveryorchestra.org) since October 26.   also, preview emails have not been received to either my work email address or my personal gmail address. I get the message "Sorry, diane@discoveryorchestra.org has a mailing status of error"after the preview button is hit.   I get the same error message when I try to send a preview to another colleague at work, as well as to my personal gmail. 

I did whitelist e2ma.net . I don't have the ability to whitelist to a range of IP addresses.  I am using google chrome version 63.0.3239.132 and windows 7 professional.  Thanks! 
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The Discovery Orchestra

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Posted 4 months ago

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Grey Stepp, Support Team Manager

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Hi there!   I believe both of your questions are answered by the fact that you're in error status.  

Emma does not attempt to send to contacts in Error status.  So you'll need to move those contacts back to Active in your account before sending to them.  You can do that from the Audience page.  Do a search for your contact, select the ERROR tab, and use the Actions button to move the contact back to Active status.  

Go ahead and give that a try and resend yourself a test.  You'll want to check the contacts after sending to them again to see if they popped back into error status.  If they did, it's likely your server is rejecting the messages.  

Whitelisting SHOULD take care of that, but if they pop back into Error status, let us know and we'll pull the bounce codes to see what your sever told us and we can pass that back along to you.  

Cheers! 

- Grey
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The Discovery Orchestra

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Hi Grey,

This worked!  And didn't go back to error status.   I had no idea there was an error situation under Audience - never had used that tab.  Thanks so much!  Diane
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Grey Stepp, Support Team Manager

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Fantastic!   You're very welcome!