Whenever I try to send a test email, I get an error saying "Whoops, something went wrong"

  • 0
  • 1
  • Question
  • Updated 3 years ago
  • Answered
This error happens at the "proofing" step. I've tried logging out and in, "clearing all website data" in Safari (I'm assuming that clears the cookies and cache), and even tried logging in through Chrome and I still get the same error. I'm using Safari 9.0.1.

[As an aside, I don't know what "Get Satisfaction" is but, it isn't giving satisfaction. It wouldn't let me log in with my My Emma account, and then when I finally relented and logged in with Google, it deleted the description that I wrote initially. As someone who has paid MyEmma for years now and has been a completely painless, low-demand customer, this support process is really irritating.]
Photo of Paul Hughes

Paul Hughes

  • 5 Posts
  • 0 Reply Likes
  • frustrated

Posted 3 years ago

  • 0
  • 1
Photo of Sam Collis

Sam Collis, Customer Support Specialist

  • 252 Posts
  • 59 Reply Likes
Official Response
Hi Paul,

Thanks again for your patience.  After doing some digging around we found that removing the following characters from your code actually stopped the errors and allowed a test to send: 

’ 
— 
“ 
” 

If you take a look at 'Support - October 2015 - BC," we've replaced those with the actual special characters in the live text, and that copy is behaving normally in the editor and at the send process. Below are the changes we made:

’ replaced with ' 
— replaced with - 
“ replaced with " 
” replaced with " 

We also noticed that you're using <html>, <head> and <body> tags which we recommend avoiding as they can cause an email to behave strangely.  You can check out our HTML best practices guide here.

We are going to take a further look into this one for potential issues in the future, but using this workaround should enable you to send your mailing as normal.

Finally, I wanted to address your issues with logging into community - did you log in directly at community.myemma.com, or did you jump from your account using the "?" button?  We definitely want to make sure that our customers are always able to get in touch with support so we'd love to make sure you don't have further issues.  Moving forward,  you can also email us anytime at support@myemma.com

Please let me know if there's anything else I can do for you, Paul!
(Edited)