Why did the email we just sent out show up as coming from "unknown sender"?

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  • Updated 6 years ago
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We just sent out a email to a couple of lists of our most active members and the sender info showed up as coming from "unknown sender". We had a from name and from email designated and sent the email just as we normally do. Any thoughts as to what happened?
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MSCSA

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Posted 6 years ago

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Katie Lewis, Official Rep

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Hello! I’m sorry for the trouble here — We released a product update yesterday to allow special characters in RSVP names, and from that came a new issue, where a comma, colon or semi-colon in an RSVP name adds @webmail.myemma.com to your from name. It sounds as though that’s also causing your from name not to populate, since your email program doesn’t recognize it.

In the meantime, I suggest using a vertical line in your from name to change it from "Krista Eichhorst, MSCSA Conference Planner" to "Krista Eichhorst | MSCSA Conference Planner.”

I apologize for this problem and will let you know here just as soon as it’s been corrected.
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Kari Chisholm

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This is especially unacceptable since it doesn't show up in the preview.  Will you be adding an alert to the Send screen?  Or perhaps to the login screen?   This happened to three of our clients in the last two days.
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Katie Lewis, Official Rep

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I understand your irritation, Kari. A fix is being worked on, but since each code update involves a series of implementations and checks before the fix is released to the wild, there isn't an ETA I can offer.

In the meantime, the problem should show up in the tests you send using the Send Test button prior to your main send, yet it isn’t a problem for all email programs. Because of this, this is an instance where shouting from the rooftops about a problem may incite more panic than help.

I'm sure that's frustrating, since you and your clients have encountered this defect, and I'm sorry that we don't publicize every bug. I hope that knowing there’s a workaround — removing/replacing the comma in the from name — helps.
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Kari Chisholm

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Oh come on.... You know what incites panic?  A problem that isn't revealed in the test, that then goes out to tens of thousands of people -- generating dozens of emails back from donors and customers saying "um, somebody hacked your email" and "um, something's weird with this email", causing opt-outs to spike and conversions to plummet.

Your error note doesn't need to be panic-inducing.  Just put a little note under the FROM line spot on the Send screen: "Note: We're working on a fix, but for now, don't include commas, colons, or semicolons in your FROM name.  For more info, visit the Emma Community."

And I'm not even going to address the LOL contained here: "since each code update involves a series of implementations and checks..."
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Katie Lewis, Official Rep

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I hear your anger, Kari, and I promise that it doesn’t go unnoticed. My supervisor, our technical support specialist and our developers are working toward a solution. We regret that this bug was created, and we’re moving forward to fix it.
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Kari Chisholm

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Fixing is very good.  Since it's been three days, it's obviously a tough one.  So, while you're working on it, tell your customers what to watch out for!   Just drop a sentence of text in there; what'll that take, 90 seconds?

Where I come from, when you make an innocent mistake, you fess up right away.  Why hide this information from your users?
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The Selling Agency

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Yeah, 3 days ago! You've known this problem for 3 days? I just sent out my weekly content emails that I pour blood, sweat and tears over pushing for opens and conversions and you DIDN'T alert people that there is a problem? I give my name, business name in my from email with a comma. I'm getting emails back saying, hey, what's with the Unknown Sender business?

You're better than this! I'm so ticked. 
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Katie Lewis, Official Rep

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I understand your anger. We found this bug on Friday, and our developers began working on a fix immediately and will resume today. Code fixes like this are a challenge, and instead of building into the app an alert system and process, we’re dedicating that time to correcting the problem.

I know that that’s frustrating when this bug has affected your business, and I’m very sorry for that. I’m glad to answer any other questions about this bug and the workaround.
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Katie Lewis, Official Rep

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Thanks very much to everyone for your patience. I know this was a frustrating bug, and I’m happy to say that it’s been corrected.

Please let me know if I can help to answer any questions.