Scheduled e-mail did not send at correct time

  • 1
  • Problem
  • Updated 5 years ago
  • Solved
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

Can you look at our e-mail entitled Eur14 - Global mailing. It was scheduled to go out at 4am on 5/29 but did not send until around 12:00pm that I can see from the metrics. Can you tell me if there was a problem or why this was delayed for so many hours?

Thank you,
Photo of Amber Howell

Amber Howell

  • 90 Posts
  • 2 Reply Likes

Posted 5 years ago

  • 1
Photo of Greg Rathbun

Greg Rathbun, Customer Service Specialist

  • 296 Posts
  • 22 Reply Likes
Hi Amber!
I can definitely answer your question on email delivery! 

Looking at the response page on your account, I do see we sent out the mailing in question at 4 a.m. as you requested. 

Once the email is sent, it is outside of our control as to when the recipient will receive the message. Think of it like handing a package off to a secretary to be delivered to a coworker. That secretary may deliver the package immediately or she may be delayed and deliver the package a few hours later. The same is true for email. It may be a delay with the receiver's email server or there may be a delay in the hops the email takes from our servers to theirs.

Hope this clears things up!

Photo of Amber Howell

Amber Howell

  • 90 Posts
  • 2 Reply Likes
Hi,
We are experiencing the same thing with an e-mail we sent out today entitled: USA FI - Bitcoin impact on ATM Operators. I find it odd that we send internationally and this has happened twice in the same month and the two e-mails were going to two completely different databases. I find it very hard to believe all these different servers are experiencing the same delay at the same time. would appreciate a further looking into on this as it will now be sent after normal business hours and not have the same impact.

Let me be clear - I understand that some message can be delayed for delivery by when we are sending over 8,000 and all are being delayed that does not seem right. This makes me believe something is wrong on your end with your servers or communication link.

Thanks,
Amber
Photo of Greg Rathbun

Greg Rathbun, Customer Service Specialist

  • 296 Posts
  • 22 Reply Likes
Hi Amber!

I'm sorry for the difficulty you've been experiencing! 

I took a look at the mailing in question and I see where the problem came up. Your mailing was sent out as normal without any delays. If you check your response data now, you will see it appears normal now. However, we did have any issue with response data showing up very slowly on accounts, making it appear as though mailings were being sent slowly. This problem started a couple days ago and was fully cleared up this morning.

Here's the forum link discussing the problem:

https://community.myemma.com/emma/topics/is_emma_frozen_i_sent_a_blast_to_6_000

The good news is responses should come in normally going forward. Let me know if I can assist further.

Thanks again,
Greg