Sample / Test Emails Not Sending | Community
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Jenn_DiMaria2
Jenn_DiMaria2
Level 10
May 17, 2017
Question

Sample / Test Emails Not Sending

  • May 17, 2017
  • 18 replies
  • 14671 views

Anyone else not receiving sample/test emails?

I've tried sending a number of them to at least three email addresses I have (inside and outside the company) and haven't received anything. Before submitting a ticket, I wanted to see if I was the only one.

    18 replies

    A
    Anonymous
    May 17, 2017

    I just noticed the same thing today. None of my test emails were sent.

    Also tried to send a sample email using a campaign, it didn't go through either.

    Didn't have this problem earlier in the week.

    A
    Anonymous
    May 17, 2017

    My email flow just came through. Took about 20 mins, but it worked when sent from a campaign.

    Devraj_Grewal
    Devraj_Grewal
    Level 10
    May 17, 2017

    I actually sent a bunch of sample emails to myself yesterday without issue. However this morning, I received a couple duplicate sample emails from yesterday. As if they were send again after midnight PST.

    Just tested now and I did not receive a sample email either.

    Ayan_Talukder
    Ayan_Talukder
    Level 4
    May 17, 2017

    They have provided this statement on their support page:

    We just tried the Flow Action send, and it is not working either. The emails have been 'sent' but nothing delivered.

    They should notify customers via email when system-impairing issues occur. 

      A
      Anonymous
      May 17, 2017

      @Jenn DiMaria, @Andrew Sielen@​,@Devraj Grewal​, @Ayan Talukdar​:

      I spoke with support at 3:57PM EDT today, it is still down and a P1 case for them. They also confirmed that even sending the email through a Smart Campaign to yourself (like a sample, but not right clicking and hitting send sample) is also experiencing the same issue and we tested this in my instance.

      Dave_Cunningham
      Dave_Cunningham
      Level 4
      May 17, 2017

      This is interesting. We had an entire campaign not send yesterday and give us this error (for each lead) which I have never seen before. Still troubleshooting.

      3002 An unknown error has occurred and this email was not sent.

      Dave_Cunningham
      Dave_Cunningham
      Level 4
      May 18, 2017

      This was due to the issue with emails not sending.

        Ayan_Talukder
        Ayan_Talukder
        Level 4
        May 18, 2017

        Looks like the issue is back again...

        None of our emails are being delivered  (including tests).

          A
          Anonymous
          May 18, 2017

          @Ayan Talukdar​,

          I have also found that it is back. This morning I was able to send myself samples without issue, but then we started having the issue again a few hours ago.

          Also, our batch campaigns are still going out very slowly.

          Thanks,

          Carley Donovan

            A
            Anonymous
            May 18, 2017

            We haven't been able to send out anything since this morning, not tests nor emails.

            Ayan_Talukder
            Ayan_Talukder
            Level 4
            May 18, 2017

            In these situations Marketo should be proactive and notify customers. We all had to find out from a message on their support page or from other community members. A simple email notifying customers of the issue would be helpful instead of us trying to figure out whats going on.

              A
              Anonymous
              May 18, 2017

              Further, their status page shows "all systems operational". This imo is a breach of trust--if down times aren't reported, what's the point of having a status page or SLA?

                Dave_Cunningham
                Dave_Cunningham
                Level 4
                May 18, 2017

                In my experience, Marketo is very poor with communicating updates in a targeted way to customers. It's kind of ironic if you think about it. For example, they don't even email Dynamics CRM users when a new Marketo solution plugin is released for Dynamics CRM.

                  A
                  Anonymous
                  May 18, 2017

                  We are experiencing the same, no emails or tests delivered. The message on the support page says this is impacting customers with Dedicated IPs, but we do not have a dedicated IP.

                  Diane_Schmid
                  Diane_Schmid
                  Level 2
                  May 18, 2017

                  Again, this is something that should be communicated directly to customers.  Most customers don't think to check the support page.  If the issue is system wide, communication to customers is truly necessary.

                    Kelly_Schmid3
                    Kelly_Schmid3
                    Level 4
                    May 18, 2017

                    Exactly! So strange, one of my colleagues was having issues receiving test emails earlier, but I was not. However later today I started to have issues as well. It hasn't seemed to affect our batch sends, but really frustrating that Marketo support hasn't reached out to notify us. It wasn't until I went to the Support page that I saw the notification and sent this alert out to my team.

                    A
                    Anonymous
                    May 18, 2017

                    Hi All,

                    Here is an email I received from Support at 2:30PM EDT in response to both Sample Emails not sending and batch emails having a huge delay: "The issue is still awaiting a patch. There are production emails going out, but as you are experiencing, the pace is very slow. The engineers have all of the information and are working towards a resolution."

                    We do not have a dedicated IP either so the message on the support page is incorrect.

                    Marketo truly should be notifying their customers of this.

                      A
                      Anonymous
                      May 19, 2017

                      As a followup to this. I spoke with Marketo Support just a bit ago. They are stating that functionality is back to normal for new emails going out, however bulk emails that were send prior to today are going out slowly and they are still investigating why. I have not tested this yet to prove it emails today are going out at a normal pace or not.

                      I also asked why customers were not notified. The response was that it was on the status page and case page. I told them I was seriously disappointed because that is not notifying your customers by any means. The support rep told me I could "make an idea in the community about it or work with our account team to see if it can be implemented". Overall, I am very disappointed with their lack of notifications to customers about this issue.

                      Sarah_Cassell
                      Sarah_Cassell
                      Level 2
                      May 18, 2017

                      Hi Jenn, We were having the same issue. My colleague submitted a service desk ticket and this was the response she received from Marketo:

                      "Our Engineering and Operations teams have identified an issue with emails not being successfully delivered.

                      Campaigns and programs will show that the emails have been sent but none of them delivered. This is affecting sample email sends as well.

                      We apologize for the trouble and we are treating this problem as a Priority 1 Emergency. I’ll provide you with updates as soon as new information is available.

                      We appreciate your patience while we resolve this and our teams are actively working to restore services as soon as possible. "

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