Recurring deliveries creating duplicate emails in the dashboard

[Poonam_Dogra]

Hi Team,

We have a recurring delivery which was working fine but now without any changes in the workflow, the recurring delivery is creating 2 deliveries in the dashboard as shown in below screenshot- we have approvals assigned to the recurring email delivery and even after approving everything this is creating double deliveries and one in the "personalization pending" status never goes out and is stuck- not getting stopped either. We have followed the workflow stop and restart method with new recurring delivery and then its working fine as per the solution provided here.

However now we are getting these issues more often, not with the same delivery in workflow but with some other workflows in the same campaign. We are not sure what's happening. It would be helpful if we can get below possible reasons:

1. Any possible reason behind 2 duplicate deliveries are created in the dashboard- with no errors in any of them but stuck in personalization pending state.

2. How a working recurring email can get corrupted all of sudden and fixed automatically with new delivery - any possible scenario anyone has faced would be helpful!

Thanks in Advance!

[Milan_Vucetic]

Hi @Poonam_Dogra

it would be helpful if you can share workflow screenshoot or delivery configuration.

You can check if multiple signals are triggered (like two start nodes) or delivery configuration below (To/Target of the proofs):

You can check scheduling on delivery level (in case that something has changed due last Daylight Saving Time chanel). A lot of information you can get in Audit tab of delivery and share with us.

Cheers,
Milan

[Poonam_Dogra]

Thank you @Milan_Vucetic for responding!

Below delivery stuck in personalization pending state, audit logs are not having any errors, the one highlighted as detecting problem can be ignored since other emails are going out with same status

Have checked the formats of message:

While trying to replicate the scenario I am not getting 2 duplicate emails on the dashboard and the delivery is going out successfully, its hard to reproduce this duplicate scenerio, however whenever any recurring email delivery with approval of content , is failed , dashboard shows "To Submit" delivery in normal and straight forward errored cases.

But here the delivery is not erroring out and is getting stucked in personalization pending state and working fine with just creating a new recurring delivery and re- running the workflow without any changes apart from copy pasting the email content entirely.

Kindly let me know if there is any information missing that can be helpful for such cases, appreciate all your help!

[Jyoti_Yadav · Accepted solution]

Hi @Poonam_Dogra ,

One of the scenario in which delivery gets stuck at "Personalisation Pending" status is when you keep your delivery in "Enable but do not execute", i.e Paused status. In this case, if delivery has approval step, then delivery will be stuck at personalisation pending status. It will work perfectly fine if there's no approval step.

Another reason which you have already mentioned, delivery got corrupted and you need to create a new delivery.

Thanks,

Jyoti