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Message center, event is stuck on pending with error retry

Forum|Forum|4 years ago
January 11, 2022
2 replies
26517 views

Hello everyone,

We create some real time template (ex: bienvenu) and when trying to pend via Postman, the real time are stuck in pending with the retry errors. This may come from the instance execution. Can someone tell me where I can look to solve this issue ?

Feel free to tell me if you want me to share anything.

Thanks in advance.

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Best answer by David_Loyd

Seems like an MTA issue. Submit a ticket to support to verify that the MTA's are processing requests and sending them through the SMTP.

Jyoti_Yadav

Level 8

Hi @thibaultb473199 ,

Login to Execution instance. Then go to Campaign Management --> Deliveries .

You will see list of events , select the right event and open it. Go to Deliveries tab and check for email address which has given error. You might find some additional error reason over there.

Thanks,

Jyoti

thibaultb473199Author

Hello @jyoti_yadav thank you for your reply. Unfortunately, I don't find any "delivery" tab as you can see on this screenshot.
The issue of this real time is that it's in pending mode and when reach the time of the sending, goes back to pending mode over and over until it reaches 32 errors. I can't see any way of finding any error.
Is there another way to find such error ?
Thanks in advance

ShrawanSaxena-1

Adobe Employee

If you make a call through postman or any other tool, you will get some identifier in response.

<SOAP-ENV:Envelope xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:ns="http://xml.apache.org/xml-soap" xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
   <SOAP-ENV:Body>
      <urn:PushEventResponse SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:urn="urn:nms:rtEvent">
         <plId xsi:type="xsd:long">72057594037935966</plId>
      </urn:PushEventResponse>
   </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

With Adobe support's help, you can check the actual reason for the delivery failure on the execution instance.

https://experienceleague.adobe.com/docs/campaign-classic/using/transactional-messaging/processing/event-description.html?lang=en

@thibaultb473199 wrote:
Hello @jyoti_yadav thank you for your reply. Unfortunately, I don't find any "delivery" tab as you can see on this screenshot.
The issue of this real time is that it's in pending mode and when reach the time of the sending, goes back to pending mode over and over until it reaches 32 errors. I can't see any way of finding any error.
Is there another way to find such error ?
Thanks in advance

David_Loyd

Adobe Employee

Are any delivery templates working?

If everything is stuck in pending I would look at your typology rules in properties. Its possible its stuck in pending because it can't find it's way out through the MTA.