There was an error while generating the thumbnail

[RRafiki]

Hi Experts,

When adding HTML to a 1:1 block via the content components HTML, the following error is being presented ‘There was an error while generating the thumbnail’ – we are unsure why this error is being generated. We have included a screenshot below and the HTML we are including.

We have an upcoming Kylie Launch on 1st Feb, and we need assistance on this issue faster to ensure our planned Go LIVE on time.

Thanks for the help!

[Craig_Thonis]

Hello Rafiko,

I recommend escalating to Campaign Support, as the initial error is fairly generic and can be caused by multiple scenarios. Support will need to review the logs generated in the backend at the time of the error to isolate the root cause.

Craig

[ramon_bisswanger · Accepted solution]

Does this happen all the time for this E-Mail?

It could be that some "invalid" personalization data is used (e.g. reference to a profile field in a transactional message)

1 trick: open the developer console of your browser and look in the network tab for the result message of the API call done by ACS

It might give you the name of a field which is invalid

[RRafiki]

Thanks, Ramon