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vinaydkarde
Level 2
August 17, 2018
Solved

Not receiving mail in adobe campaign standard

  • August 17, 2018
  • 5 replies
  • 4908 views

I am trying to send the email to target audience using adobe campaign standard .

On delivery console it is showing mail as delivered, but none of the target audience receive an email.

Can you please let me know the possible issues/root causes for the same?

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    Best answer by kuthiala_ananya

    Hi vinaydkarde​

    If the broadlog shows as email sent but it is still not received by the end user then deeper investigation needs to be carried out. For example reviewing the MTA child logs to see if mta processed the email or not and next course of troubleshooting would depend on it.

    As you have mentioned its a organization sandbox so either campaign support team or spp team would be able to assist you in this case. I would suggest to raise a ticket with support team providing details like instance url , delivery name so the team can start investigating the mtachild logs which are not visible via the console itself.

    Regards,

    Ananya Kuthiala

    5 replies

    kuthiala_ananya
    Adobe Employee
    kuthiala_ananyaAdobe Employee
    Adobe Employee
    August 17, 2018

    Hello vinaydkarde​

    Can you also check the sending logs to verify if that shows as sent ? At the same time if the email was sent within your organization , Can you ask the recipients to check if the email has not landed in their spam/junk folder ?

    Regards,

    Ananya Kuthiala

    V
    vinaydkardeAuthor
    Level 2
    August 17, 2018

    Hi Ananya,

    The logs are showing status as "Sent". Email was sent to organizational email id as well as public ids (gmail.com, yahoo.com). Recipients checked their spam/junk folder but no luck.

    Note: I am working on organization sandbox. If you want to me to provide any other configuration values I will be happy to do it so.

    kuthiala_ananya
    Adobe Employee
    kuthiala_ananyaAdobe EmployeeAccepted solution
    Adobe Employee
    August 17, 2018

    Hi vinaydkarde​

    If the broadlog shows as email sent but it is still not received by the end user then deeper investigation needs to be carried out. For example reviewing the MTA child logs to see if mta processed the email or not and next course of troubleshooting would depend on it.

    As you have mentioned its a organization sandbox so either campaign support team or spp team would be able to assist you in this case. I would suggest to raise a ticket with support team providing details like instance url , delivery name so the team can start investigating the mtachild logs which are not visible via the console itself.

    Regards,

    Ananya Kuthiala

      V
      vinaydkardeAuthor
      Level 2
      September 18, 2018

      Ananya Kuthiala​ Thanks a lot. SPP team assisted to debug the issue. And the issue is resolved now.

        suvabratadas
        suvabratadas
        July 24, 2019

        HI Vinay,

        Can you please put some light on the issue resolution. We are also facing the same issue in our sandbox. How it got resolved, what configuration changes need to be carried out.

        Thanks,

        Suvabrata

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