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verysparky
Level 2
April 1, 2019
Solved

Sample Emails not Being Received

Hi Team,

Recently we aren't receiving any sample emails. There is no error shown in the course of send sample actions.

Does anyone facing the same issue?

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verysparkyAccepted solution
Level 2
April 3, 2019

Hi Guys,

It turns out to be that Microsoft was blocking all Marketo emails entering our mail servers as it was thought to be spoof mails. This happened when they updated the blacklist on March 29th.

Our IT team opened a case with MS and white-listed the all the Marketo domains.

Thanks for your support

VS

Viki Sparks
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16 replies

Jay_Jiang
Jay_Jiang
Level 10
April 1, 2019

There could be many factors at play. First thing to try - have you tried sending a sample to gmail or hotmail inboxes? check in the spam folder as well

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verysparkyAuthor
Level 2
April 1, 2019

Well, the samples sent to gmail and hotmail delivers just fine but not my work email and nothing in spam. IT team says, they didn't change any whit-listed IPs recently.

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Viki Sparks
Jay_Jiang
Jay_Jiang
Level 10
April 1, 2019

If Gmail or Hotmail can receive sample emails and it's not going into their spam, then there's nothing wrong with Marketo, or most likely your email template.

Next - send a "live test" to yourself. i.e. run a smart campaign where you send the email to yourself.

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    Chris_Wilcox
    Chris_Wilcox
    Level 8
    April 1, 2019

    Are their tokens in your from name/from email fields on the email asset? If yes, you MUST select a record in the "PERSON" field for the sample to mimic being sent from, otherwise the tokens themselves will populate and the SMTP servers will not release or deliver the message even though it is technically sent.

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    verysparkyAuthor
    Level 2
    April 1, 2019

    Yes, we do have tokens in all the fields and it used to work just fine until last Friday. I never had to use the "PERSON" field for this action. I did try now, but no luck.

    However, I still receive samples on my gmail even without the using the "PERSON" field, but not on my work email.

    And system communication limit for samples count?

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    Viki Sparks
      Chris_Wilcox
      Chris_Wilcox
      Level 8
      April 1, 2019

      What kind of token is in your name/email field? Is it a velocity script token (will start with {{my.___}}) or a {{lead.___}} token?

      It is not my understanding that test emails count towards communication limits as they do not go through the production email compiler on the backend.

      One thing to also test -- Find your record in lead database (the one with your work email where the sample isn't coming through), right click on the email and go to Marketing > Send Email and send a production version of the asset and see if that comes through. I have had issues, specifically when using tokens in from name/email, with test not working correctly.

      Please let me know if you're using a script token there, because I know of something that could be happening inside the script that could be causing this too!

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      Shari_Horton
      Shari_Horton
      Level 2
      April 1, 2019

      Any chance your recipient(s) have hit the system communication limit?

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      Gareth_Spencer
      Gareth_Spencer
      Level 2
      April 2, 2019

      This doesn't sound like the same issue, but we did have an error a while back with a few specific emails that we couldn't receive samples of. In that case, the email had corrupted somehow and the solution was to clone the email and try sending a sample again. In this case, the replacement email came through absolutely fine.

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      Emily_Henson1
      Emily_Henson1
      Level 1
      April 2, 2019

      Hi Viki,

      I've had this problem many times before! I've also spoken to support about it before and they couldn't come up with a concrete reason as to why. If it's not an IT server issue or token issue, something in the email is likely corrupted. Usually when this has happened to me, I've had to go through and create the email again from scratch. Not a great solution, but that's what's helped me in the past!

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      verysparkyAuthorAccepted solution
      Level 2
      April 3, 2019

      Hi Guys,

      It turns out to be that Microsoft was blocking all Marketo emails entering our mail servers as it was thought to be spoof mails. This happened when they updated the blacklist on March 29th.

      Our IT team opened a case with MS and white-listed the all the Marketo domains.

      Thanks for your support

      VS

      Translate
      Viki Sparks
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