Journey – “Server responded with ‘Access denied’” message appended to emails | Community
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MarzenaRa
Level 2
March 30, 2026
Solved

Journey – “Server responded with ‘Access denied’” message appended to emails

  • March 30, 2026
  • 4 replies
  • 42 views

Hi everyone,
I’m just starting with Journey (this is my very first Journey on the Adobe platform) and I’m sending my first email communications.

I’ve noticed that on my email, an additional message appears at the bottom of the email content:

“Server responded with ‘Access denied’ – check your email address and password in the account settings and try again.”

In Polish beacause i am Pole: “Serwer wysłał komunikat: Odmowa dostępu”

This message is being appended directly to the email body, which of course should not be visible to recipients.

My questions are:

  1. What exactly is this message and where does it come from (Journey itself, email configuration, SMTP server, etc.)?
  2. Why does it appear only in some emails and not all sends?
  3. How can I fix this and completely remove it so it is not added to production emails?
    Best answer by MarzenaRa

    ​@JamesRe2 ​@SatheeskannaK ​@Pulkit_Jain_  Thank You for Your support. We found the root cause of this situation with Adobe support:

     

    “

     I found the root cause, which is not caused by AJO, not by your SMTP, and not by a profile recipient provider.

    The error "Serwer wysłał komunikat" is shown when delivering an email as this is literally hard coded in the HTML of this template, which is coming from a browser extension overlay (a grammar/spell checker / helper tool / quick copy+paste shortcut).

    Due to usage of some extension in the browser of who created this template, three <lt-toolbar> blocks were embedded in your email HTML, causing the message to render them and break the AJO structure when it's delivered. This cannot be captured by AJO as it's not considered an error, AJO would flag it only if there was an error on the <lt-toolbar> block structure.
    ----------------------------------------------------------------------
    <lt-toolbar data-lt-adjust-appearance="true" data-lt-force-appearance="light" style="display:none;" data-contenteditable="false">
    <lt-div class="lt-toolbar__wrapper lt-toolbar--small" ...>
    <lt-div class="lt-toolbar__status-icon lt-toolbar__status-icon--failed">
    <lt-span class="lt-icon__tooltip lt-icon__tooltip--top-right">
    Serwer wysłał komunikat „Odmowa dostępu" – sprawdź swój adres e-mail
    i hasło w ustawieniach i spróbuj ponownie.
    </lt-span>
    </lt-div>
    ...
    </lt-div>
    </lt-toolbar>
    ----------------------------------------------------------------------
    To visualise the above, open the affected template, select "...More" and "Export HTML", on this index.html exported, search for "Serwer wysłał komunikat".

    Please note, those are not part of Adobe's email HTML. They are injected by a local browser extension in the creator's browser when they were editing or copying the email content, and that modified HTML has been saved into the AJO template.

    Our recommendation to fix this for the future is check with all marketeers involved to create that template to review their active extensions, so you can identify which one caused it and avoid using it when creating a template in AJO.

    Thank you for your help and for bringing this again to us along your infrastructure details. I was 100% sure this was not AJO, but that help us to confirm that was not in your SMTP or a recipient's provider.



    ”

    4 replies

    JamesRe2
    Adobe Employee
    JamesRe2Adobe Employee
    Adobe Employee
    March 30, 2026

    Hi ​@MarzenaRa ,

     

    This sounds like something that might be being added from the email client you are using if it isnt present in the email body of the AJO email content.

     

    You could test this setting up a dummy gmail account and sending some proofs to that address and seeing if you see the same additional message appended to the body.

    M
    MarzenaRaAuthor
    Level 2
    March 31, 2026

    I see this in all inboxes: dummy gmail too.

    JamesRe2
    Adobe Employee
    JamesRe2Adobe Employee
    Adobe Employee
    March 31, 2026

    ​@MarzenaRa It does sound like a user-side issue instead of an AJO-side one, and if not the email client, it might be network security protocols blocking the email tracking within the email body. Do you see the same message when opening on a personal device without vpn from that dummy Gmail account?

    SatheeskannaK
    Community Advisor
    SatheeskannaKCommunity Advisor
    Community Advisor
    March 30, 2026

    ​@MarzenaRa The error may be caused by security policies if you are utilizing a corporate email address for testing. Additionally, you could establish a test profile with a dummy Gmail address as James mentioned to determine if that resolves the issue.

    https://experienceleague.adobe.com/en/docs/journey-optimizer/using/audiences-profiles-identities/profiles/creating-test-profiles

    Thanks, Sathees
    M
    MarzenaRaAuthor
    Level 2
    March 31, 2026

    it is visible also In dummy gmail inbox

    Pulkit_Jain_
    Adobe Employee
    Pulkit_Jain_Adobe Employee
    Adobe Employee
    March 31, 2026

    ​@MarzenaRa This doesn’t seem to be specific to AJO
    The message is added by the recipient’s email client/security system when it blocks an image or the tracking pixel. Seems different networks/clients block different URLs, thats why only some emails

    Some quick checks:

    • Ensure AJO sending domain is set up correctly
    • Ask the recipient’s IT team to allow‑list the image/pixel domain
    • Use HTTPS for all images / host images on a trusted domain
    M
    MarzenaRaAuthorAccepted solution
    Level 2
    April 1, 2026

    ​@JamesRe2 ​@SatheeskannaK ​@Pulkit_Jain_  Thank You for Your support. We found the root cause of this situation with Adobe support:

     

    “

     I found the root cause, which is not caused by AJO, not by your SMTP, and not by a profile recipient provider.

    The error "Serwer wysłał komunikat" is shown when delivering an email as this is literally hard coded in the HTML of this template, which is coming from a browser extension overlay (a grammar/spell checker / helper tool / quick copy+paste shortcut).

    Due to usage of some extension in the browser of who created this template, three <lt-toolbar> blocks were embedded in your email HTML, causing the message to render them and break the AJO structure when it's delivered. This cannot be captured by AJO as it's not considered an error, AJO would flag it only if there was an error on the <lt-toolbar> block structure.
    ----------------------------------------------------------------------
    <lt-toolbar data-lt-adjust-appearance="true" data-lt-force-appearance="light" style="display:none;" data-contenteditable="false">
    <lt-div class="lt-toolbar__wrapper lt-toolbar--small" ...>
    <lt-div class="lt-toolbar__status-icon lt-toolbar__status-icon--failed">
    <lt-span class="lt-icon__tooltip lt-icon__tooltip--top-right">
    Serwer wysłał komunikat „Odmowa dostępu" – sprawdź swój adres e-mail
    i hasło w ustawieniach i spróbuj ponownie.
    </lt-span>
    </lt-div>
    ...
    </lt-div>
    </lt-toolbar>
    ----------------------------------------------------------------------
    To visualise the above, open the affected template, select "...More" and "Export HTML", on this index.html exported, search for "Serwer wysłał komunikat".

    Please note, those are not part of Adobe's email HTML. They are injected by a local browser extension in the creator's browser when they were editing or copying the email content, and that modified HTML has been saved into the AJO template.

    Our recommendation to fix this for the future is check with all marketeers involved to create that template to review their active extensions, so you can identify which one caused it and avoid using it when creating a template in AJO.

    Thank you for your help and for bringing this again to us along your infrastructure details. I was 100% sure this was not AJO, but that help us to confirm that was not in your SMTP or a recipient's provider.



    ”

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