We can't edit or copy a mailing

  • 1
  • Problem
  • Updated 4 years ago
  • Solved
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Trying to edit an existing mailing, or copy it and edit the copied version, results in a hanging screen. See attached screen shot. Confirmed on Chrome and Firefox. Any suggestions?

 
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Meaghan, Champion

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Posted 4 years ago

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Benton Cummings, Senior Manager, Customer Support

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Hey Meaghan,

Sorry to hear about that! Please let me know which sub-account and mailing you're having the issue with, and I'll be able to jump in and see if we can get to the bottom of that for you.

Thanks!
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Meaghan, Champion

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Thanks, Benton, the sub-account is Buckman Elementary School. 
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Benton Cummings, Senior Manager, Customer Support

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Hi Meaghan,

Thanks for that info! I hopped into that sub-account and saw the recent mailings in your drafts tab and ran into the same issue. 

I actually found that it was due to an incompatibility in the code of the template used in those mailings. We've seen this with a small amount of templates, and the good news is that it's a pretty easy fix! 

I corrected the issue with the template and those mailings open just fine now. Please hop into the account and let me know if everything looks ok on your end.

Thanks so much, and I hope this helps!!
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Meaghan, Champion

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Thanks, that's great! I've confirmed that it looks like everything is working now. Could you please email me directly with more details about what the error was? I would like to be able to fix those errors myself in the future - also, I don't even see that particular template available to edit in the template builder, so I'm awfully confused. Thanks! 
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Benton Cummings, Senior Manager, Customer Support

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Hi Meaghan,

Awesome- I'm glad it's working for you!

That template actually lives directly in that sub-account, so you won't be able to access it from Template Builder. It's something that's only affected Save-As templates (and we don't see it happen very often)- because those won't be available to you in Template Builder, you won't actually be running into that issue with any of your Template Builder templates!
(Edited)
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Meaghan, Champion

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Ah, okay, I didn't realize our client had created that template. Truthfully, I hadn't realized they COULD create templates. 

Is there anything I can tell our clients about how to prevent this kind of error? Was there a mistake that they made when they created the Save-as Template? 

Thanks,
Meaghan
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Benton Cummings, Senior Manager, Customer Support

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Hey Meaghan,

No mistake was made with the creation of the template- it's unfortunately a bug within Emma that causes it. Our developers are looking into it to help prevent it from happening again- the good news is that it doesn't really pop up often!

We'd need to correct it for you, as you wouldn't have access to the Save-As templates on your end, so don't hesitate to reach back out if you see anything similar in the future.

Definitely sorry about the issue, and I hope this info helps!!
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Benton Cummings, Senior Manager, Customer Support

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Hey Meaghan,

I just wanted to reach out to let you know that our wonderful developers have actually fixed the bug that was causing this issue, so you shouldn't see this happening again!

Thanks, and I hope this helps!
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Meaghan, Champion

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Hooray! Thanks for the update.