Regular emails formatted strangely in editor and not sending out

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  • Updated 2 years ago
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We manually send out emails every day to specific customers. This morning 2 of our regular, daily emails were completely different in editor but looked normal in preview, so I moved forward with trying to send them. When I get to the actual sending, it comes up with an Internal Server Error. I checked other emails we've previously sent and they appear fine. I tried making a new copy of the email but still have the same issue. Can someone please help me out?
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American HomePatient

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Posted 2 years ago

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Grey Stepp, Support Team Manager

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Hey there, 

I popped into your account and made myself a copy of your most current Unsent mailing, "Patient Engagement Email 9".  Is that the right one?

I was able to send myself a test just fine, and everything in the email looked fine.  

Could I ask what browser you're using?  Also, it might be worth clearing your cache and deleting your cookies on your browser. If you're unsure how to clear your cache, you can search for instructions for your particular browser. Then you close out of your browser, restart your computer, and reopen your Emma account.

Can you tell me what was looking off in the editor?  I wasn't really seeing any difference between the editor and the Preview menu.  

I'll be watching out for your reply!

- Grey 
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American HomePatient

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Hey Grey,

I should have mentioned which emails it was. It's actually these two emails under Sent: PAP Compliance Pilot Day 7: Successful Use & PAP Compliance Pilot Day 45: Compliant Usage. The other emails show up fine. Just these 2. I tried clearing my browsing history and restarting. I'm using Chrome Version 34.0.1847.116 m. 

Thanks,
Eric
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Grey Stepp, Support Team Manager

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Thanks Eric!  

So, I popped in and made some copies of those mailings so I could take a look.  

I wasn't able to see anything wrong with either of those mailings.  I sent myself copies and they looked fine.  

Could you possibly send a screen shot of what you're seeing so I can dig a little deeper?  

- Grey 
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American HomePatient

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Hey Grey,

I looked at the copies you made and I still see the same issue. Here are 2 screenshots of what it looks like.




That's the top and the bottom. It's missing a bunch of things and is all jammed into the left. Here's what it should look like.


Hopefully that helps.

Thanks,
Eric
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Grey Stepp, Support Team Manager

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Ah!  That explains it!  It looks like you were running into a bug we had in our system that popped up the other day.  

The good news is that this bug got resolved last night, so you should be good to go now!  

I double-checked those mailings and everything looks to be in place.  

Let me know if you run into any more issues! 

- Grey 
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American HomePatient

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Hey Grey,

Unfortunately, the issue is still there. I opened the emails and they still look the same. I tried making a copy and it still isn't working. What should I do now?

Thanks,
Eric
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Grey Stepp, Support Team Manager

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Did you open those mailings in Emma or in your inbox?  

The fix that we have put out cannot effect anything already in the inbox.  

If you pop into your account and open up the copies of the mailings that I made in there, you'll see they're back to normal. 

Let me know!

- G
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American HomePatient

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I opened them in Emma and they still aren't correct. I just checked again, both the original emails and the copies you made. I guess I'll just try to recreate them.

Thanks,
Eric
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Grey Stepp, Support Team Manager

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Hmm... It's odd that they aren't opening correctly for you but they are for me.  Can you try signing in using an Incognito Window in Chrome?  

If they show up better there, then the issue is that we need to clear your cache and cookies again.  I know you did it yesterday, but go ahead and give it another try.  

- Grey 
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American HomePatient

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I tried what you said and it still isn't working right. I'm just going to recreate them. Thanks, though.