Message mailing issues

Michaelyn Elder 2

Hi,

I finally mailed the first template on Friday, but unfortunately, there was trouble with the mailing. First it said that it all mailed, but no statistics showed up...I IM'd with Convio Support, after a while they concluded that it had mailed sucessfully. It was just in the process of mailing...and was taking a while. While it looks like some of these have mailed, i didn't get the actualy mailing in my inbox, and neither did anyone in my office. I checked spam, etc., but it's peculiar. Bascially the support person said that the stats were showing up that it had mailed, but that wasn't completely accurate...and that I had to keep running reports to see if all were mailed.

Basically, I recieved all the tests I sent, but not the actual mailing. I'm not sure what's happened, but I'm nervous, especially since I didn't recieve anything. Can you help? I checked the stats this morning...and it has risen...but since I haven't recieved anything, I'm worried.

Please let me know what you think I should do...check back with support...or maybe you can troubleshoot a little...since it was the serivce module template?

Thanks for any help you can offer!

Mike

917-733-4560

Ken Cantu

Hi Mike,

I saw your posted and checked on the message and it is odd that you haven't received the message. I checked the following:

• You are in the target group
• You are not in the opt-out group
• You weren't in the hard bounce report
• You weren't in the soft bounce report
• You were in the delivery recipient report (this is a very useful report because people aren't added to this report until an email has left Convio to that email address so it is the most accurate representation of who was sent an email, check it out in the Related Actions section on the left when you Review an email such as this https://secure2.convio.net/ncld/admin/CommCenter?ec_id=1041&dlv_id=10621&email=ed_status&action=review )

Aside from being caught in an automatic spam or junkmail filter the only thing that was odd was that you have 2 accounts with the same email address of melder@ncld.org with two separate cons id's (1349561 and 1028540) and both of which were in the group to receive the email message and both had a hardbounce of 1. Maybe that caused a hiccup somewhere either on the Convio or email client end.

I would say your best bet is to continue with support to figure out why the email didn't reach your and your inbox, however I would say based on the stats you are getting back and confirmation in the delivery recipient report that ~21k emails did go out from Convio that your newsletter was sent and received.

Thanks,

Ken

Michaelyn Elder 2

Ken Cantu:

Hi Mike,

I saw your posted and checked on the message and it is odd that you haven't received the message. I checked the following:

• You are in the target group
• You are not in the opt-out group
• You weren't in the hard bounce report
• You weren't in the soft bounce report
• You were in the delivery recipient report (this is a very useful report because people aren't added to this report until an email has left Convio to that email address so it is the most accurate representation of who was sent an email, check it out in the Related Actions section on the left when you Review an email such as this https://secure2.convio.net/ncld/admin/CommCenter?ec_id=1041&dlv_id=10621&email=ed_status&action=review )

Aside from being caught in an automatic spam or junkmail filter the only thing that was odd was that you have 2 accounts with the same email address of melder@ncld.org with two separate cons id's (1349561 and 1028540) and both of which were in the group to receive the email message and both had a hardbounce of 1. Maybe that caused a hiccup somewhere either on the Convio or email client end.

I would say your best bet is to continue with support to figure out why the email didn't reach your and your inbox, however I would say based on the stats you are getting back and confirmation in the delivery recipient report that ~21k emails did go out from Convio that your newsletter was sent and received.

Thanks,

Ken

Thanks for this. Yes, no one in my office got it...in either their NCLD email account or personal account. I'm not sure I understand...I wasn't in the hardbounce report, but then you said that my email address hard bounced once. Sorry, not sure I understand. Also, can you tell me what report you reviewed to see if I was in the hard bounce or target group? I've already checked our internal spam....but will check again. If you can let me know what reports you ran, or where you found that information, that would be really helpful.

Thanks!

Ken Cantu

Michaelyn Elder:

Thanks for this. Yes, no one in my office got it...in either their NCLD email account or personal account. I'm not sure I understand...I wasn't in the hardbounce report, but then you said that my email address hard bounced once. Sorry, not sure I understand. Also, can you tell me what report you reviewed to see if I was in the hard bounce or target group? I've already checked our internal spam....but will check again. If you can let me know what reports you ran, or where you found that information, that would be really helpful.

Thanks!

Sure thing. I went to Email --> Reports Tab --> Hard Bounce Report and Soft Bounce Report

And then to see if you were in the target group I looked here at the Review page : https://secure2.convio.net/ncld/admin/CommCenter?ec_id=1041&dlv_id=10621&email=ed_status&action=review

I noted the target group, searched constituents for you name and looked at the group tab to see that you were in the Targe Group and were not in the Target Opt-Out group.Then double checked that you received the email (at least according to Convio that it was sent out) throught the Delivery Recipient Report which can be found in the left column on that Review page.

As for the Hard Bounce comment, if we try and send an email to a constituent and we get a bounce back then we note it as 1 hard bounce, that gets noted in the hardbounce report for that email send only, and nothing further really happens.If that happens again then their profile gets marked with 2 hard bounces and they get filtered out for any future sends.

What *might* be possible is that since you had 2 profiles with the same email, each already with 1 hardbounce, then it might have confused the system into thinkning it was 1 profile with 2 hardbounce counts and so the record got filtered out. I emphasize the *might* because I don't think (though am not 100% sure, support can confirm) you would have ended up in the delivery recipent report had you been filtered out by hardbounce so this would be a long shot but could be possible.

Here is another test you can do to elimiate some variables: Create a new profile with an email address that uses any email client that doesn't have your domain name such as GMAIL, Yahoo, Hotmail etc, add them to the target group and resend the message. The resend won't go out to anyone who has already received it (automatically filtered out) but it will go out to this new address. If the email never arrives then it that might tell us the email is not being received by any email client, if it does show up then things are might point more to an internal IT issue.

Hope that helps!

Ken