Test emails are appearing different than in the Editor

  • 2
  • Problem
  • Updated 3 years ago
  • Solved
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

My email template / all emails are appearing different than in the editor. When I create an email using my SnapShot template, it looks centered. But when I send a Test email to myself, it ends up with a ton of white space on the right, which is very off-centered. Can someone please take a look! Thanks!
Photo of Kristina Dolan

Kristina Dolan

  • 14 Posts
  • 1 Reply Like
  • confused

Posted 3 years ago

  • 2
Photo of Sam Collis

Sam Collis, Customer Support Specialist

  • 252 Posts
  • 59 Reply Likes
Hi Kristina,

This one's  bit of a head scratcher, there looks to be something in the code of that template that's adding a bit of a rogue column to the right of the email.  I have my suspicions but I'm going to loop in some colleagues to be sure.

I'll reach out when I have a little more information as to what might be happening here!
Photo of Kristina Dolan

Kristina Dolan

  • 14 Posts
  • 1 Reply Like
Hi Sam - I've been scratching my head too! Very strange that the white space is magically appearing. Thanks for looking into this! I'm holding on sending any emails until we figure it out. 

Kristina
Photo of Kristina Dolan

Kristina Dolan

  • 14 Posts
  • 1 Reply Like
Just checking in if there is an update - this is holding up all my emails going out. Thanks!
Photo of Sam Collis

Sam Collis, Customer Support Specialist

  • 252 Posts
  • 59 Reply Likes
Hi Kristina,

Apologies that this one is taking a bit more time, that it's disrupting your workflow and that I wasn't able to get an update for you earlier.  I followed up on this and currently our technical team is still taking a deeper look into this one, and might possibly need to rebuild the template.

My main priority is to minimize the disruption to your workflow while we continue to dig into this, so what I've done is create a functional copy of of that template called "Support NonCYO Test" which is shared with the Snapshot sub.  Through the creation of the newer template I've been able to get closer to isolating what the main issue is, and as a result there is a workaround you can use to make the body of the email stretch across the full width and I'll that below.

If you go ahead and open up the "Support - New Hire Video - Justin William" mailing you'll see that the image is pushed slightly to the left.  To fix this, click on the "Columns" button in the top right and add a right column.  Then do the same thing again but change the layout back to single column and you'll see the width of that image (or video block) is rectified.  Doing this adds two empty content blocks beneath the main content of your email that you'll need to go ahead and delete.


Once you've done this, you'll see in preview the email looks as normal (not 100% however on mobile though I'm afraid) and you'll be good to send a test.  As long as you stay within the mailing (that is, don't leave and come back) you'll be fine to send that mailing out.

Although it's not an ideal solution, it's going to allow you to proceed in sending out those mailings that are on hold while we work to resolve the deeper issue with this template.

Appreciate your patience on this one and I'll be sure to reach out when I have an update for you soon!
Photo of Sam Collis

Sam Collis, Customer Support Specialist

  • 252 Posts
  • 59 Reply Likes
Hi again!

Your template should be good as new now!  It looks as though the code had been changed away from the original, either on purpose or by accident and so our Design team reimported the original code and it looks to be acting as normal now.  You can ignore the template that I mentioned above if you didn't need to use it on Friday and go about using your normal template. 

For the two "New Hire" mailings which are already using the template, I went ahead and reset the template with the "Support" copies so that the alignment is all correct.  I did this by just changing the alignment of the image, then changing it back after previewing.

We appreciate your patience on this, I know it was a much longer turnaround than normal due to some surprise complications there so our apologies for the disruption in your workflow.

Please do let me know if you have any questions!
(Edited)
Photo of Kristina Dolan

Kristina Dolan

  • 14 Posts
  • 1 Reply Like
Thank you Sam! I appreciate it!
Photo of Megan Neikirk

Megan Neikirk

  • 1 Post
  • 0 Reply Likes
Hi Sam, I'm actually having the same problem with my template. The Test email's formatting looks a little different from what it looks like in the editor.
Photo of Sam Collis

Sam Collis, Customer Support Specialist

  • 252 Posts
  • 59 Reply Likes
Hi Megan!

I'd love to take a look, could you please send me through an email at support@myemma.com with "attn: Sam" as the subject line with the following info so I can take a look:

 - username / name of the account
 - name of the template
 - name of the mailing you're experiencing this
 - a screenshot or description of the specific discrepancies you're seeing

Once I have that info I'll be able to dig into this :)
Photo of Sam Collis

Sam Collis, Customer Support Specialist

  • 252 Posts
  • 59 Reply Likes
Hi Megan,  

Thanks for sending that along, I replied to your email :)