Engagement Program - Emails being deactivated

[kgarcia]

Hello Community,

Has anyone else experienced issues with emails randomly being deactivated within engagement programs?

I’ve encountered several instances where I notice an email is not deploying as expected, only to find that it’s been deactivated within the stream. There’s no related activity in the admin tool, and unfortunately, support hasn’t been able to assist with resolving the issue.

If you’ve dealt with something similar or have any insights, please let me know!

[Darshil_Shah1]

I haven't experienced this. Do you get any errors while approving the email? Also, just an FYI, you'd need to activate the content within the stream, too, so the Engagement program can send those. Pls see the snapshot below:

Activate and Deactivate Stream Content

[uditmathur]

Hi @kgarcia ,

Haven't heard of any instance of content getting deactivated automatically. 

Are you sure email are not sent because of being deactivated & the admin Asset Audit trail does not show any deactivation activity.

Also check if you are using asset availability.

[kgarcia]

Hello @uditmathur and @Darshil_Shah1 , 

Thank you for your responses!

I’ve reviewed the instances with support, and they aren’t seeing any activity during the period when the emails seem to have stopped deploying. After investigating further, I found that in five Engagement programs, an email was deactivated in the stream without any apparent reason. Admin counsel also did not reflect any modifications in any respect to the programs.

The issue has been escalated. There were no errors when activating the emails in the stream, and I didn’t modify the availability settings.

Interestingly, there seems to be a different bug where the emails in the stream are deactivating on their own. When I opened these Engagement programs (just to view, and making no edits), the system indicated that I had modified the program at the time I was viewing it.

Once this issue is resolved, I’ll update the post to share the findings with others!

[Darshil_Shah1]

@kgarcia, just an FYI that when you first add an email/program in your Engagement program, they're added as deactivated content in the stream. You need to activate it before you can use it. 

[kgarcia]

Yes!

The issue is that the emails that I had previously activated in the streams were randomly de-activated. 

This is an older instance where we used a program, but at the time of launch, all of the programs in the Visa CC Onboarding Stream were activated. Without reason, in multiple engagement programs, one piece of content had been deactivated. 

 

[kgarcia]

In case anyone has this issue in the future - This was the response from Marketo Support: 

"I wanted to provide you with an update regarding your query.

Investigation & Findings:
We escalated this issue to the highest level in Engineering and conducted a thorough backend log review to analyze the unusual activity.

Possible Cause:
Through due diligence, we identified a past scenario where modifications to an associated campaign in a nurture program could deactivate nurture content. However, in this specific case, we couldn’t pinpoint the exact cause of the deactivation, partly because the event occurred quite some time ago. "

Not super helpful, but seemingly a bizarre instance that no one understands. 

[Michael_Florin]

...modifications to an associated campaign in a nurture program...

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Wonder what they mean by "associated campaign". You have programs as content in your Engagement Program, which essentially means you added Smart Campaigns. And I wonder if that's what Support is saying: Messing with the Smart Campaign that sends the email from your EP deactivates content? Well, if you deleted it, it would make sense.

I haven't experience such behavior myself, and I make modification to these email sending Smart Campaigns in an EP all the time.