Since 5pm PT last night, we have been unable to load email campaigns.

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  • Problem
  • Updated 5 months ago
See attached screenshot. Our emails are not loading in the editor. This is the screen we get when we click on an unsent email from our campaigns tab. Using updated Chrome (Version 63.0.3239.132).
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Northwest Earth Institute

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Posted 5 months ago

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Northwest Earth Institute

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Hoping to get a reply on this issue soon. Several staff have been unable to access the email editor.
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Northwest Earth Institute

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Screenshot attached.
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Anthony Miranda, Customer Support Specialist

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Hi there!

Thanks for reaching out about this issue you're running into. I definitely want to offer some assistance so we can get to the bottom of what is happening.

I'd like to rule out a couple possible causes for a loading issue like that, and I'd appreciate it if you could give these recommendations a try.

  • Try an Incognito window of chrome. Working in an Incognito window of Chrome allows you to access web pages without storing or accessing any cached info or cookies. Try to load into the editor from an Incognito window to rule out a local caching issue as being the culprit.
  • Ensure that Flash and Javascript are allowed to run when using Emma. To do this, click the green "Secure" icon that is next to the URL bar and look for the Flash and Javascript options in the dropdown. Make sure that each of these are set to "always allow".
  • Try to access the campaign from a different network. You mentioned that multiple staffers have had this same issue and that can point to an network firewall setting getting in the way of Emma being able to load. We can rule this out by having you attempt to load the editor while connected to a different network. If everything works well on the other network, we know that some exceptions will need to be made on the firewall settings you're working with.
Keep me in the loop on what you find after trying the processes I mentioned above. I'll be on the lookout for your reply!
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Northwest Earth Institute

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Thanks for the suggestions Anthony. I just tried all three with no luck. It did not load in Incognito browser, Flash and Java are always allowed, and I tried a few other Wifi networks without any luck. I also tried clearing my browsing data from the last few weeks. 

Let me know what next steps we should take.



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Northwest Earth Institute

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Update: I just tried to load the page on a 3rd network and it did work.  Now I just returned to the office and its working. Any idea what happened? I'll continue to monitor and see if any more problems arise.