Trouble sending test or scheduling mail

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  • Updated 3 years ago
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For the last 48 hours, I have been unable to send a test or schedule a mailing. I either get the "Please wait ..." sign indefinitely on my "Send Test" button or when I try to schedule a mailing, I receive an "Internal Server Error" dialogue box. E-newsletters need to go out ASAP - help! 
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LoDo

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Posted 3 years ago

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Sam Collis, Customer Support Specialist

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Hi there,

Sorry to see you're having a tough time getting that mailing to send out, but I can definitely assist here.

I took a look at your newsletter and the reason that the send process was stalling is because there was content in the top and bottom rows that were turned off in the editor.  This can often mean that on compiling the HTML for your mailing, the process stalls or gives an error.

The solution here is to turn the top and bottom row on in the editor and then you'll be able to send out that mailing without any trouble.  If that content there is not meant to be in the mailing then you'll be fine to delete it without causing further stalling.  If that mailing is all ready to go, then feel free to use my Support copy that you'll see in your account where I've gone ahead and turned them on, and sent myself a couple of tests to make sure it works.

Understandably the stalling and the error you encountered aren't the most intuitive way to let you know that something is wrong, so I want to let you know that I will be passing this on to our product team for future iterations on this one.

Please don't hesitate to let us know as soon as you run into something like this moving forward so we can address it straight away for you and do our best to alleviate the stress associated with trying to get that mailing out on time.
(Edited)
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LoDo

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Hi Sam -

Thank you for looking into it. I was able to send the e-newsletter with your support chances, but I was hoping you could be more specific about what the fix was. I can't seem to find where you would turn on the top and bottom row in the editor. Just hoping to be able to troubleshoot myself next time! 

Thanks, Sam!
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Sam Collis, Customer Support Specialist

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Hi again!

You'll find the drop-down to change the layout from single to multiple columns at the top of the editor.  Bear in mind you won't be able to turn on a top or bottom row unless there is more than 1 column.  That being said, you can change it back to a one column layout once you've turned on a row if need be.

Take a look at this screenshot here where I've highlighted the location of these menus for you.  I hope it helps but please feel free to ask me any follow-up questions!