Sample / Test Emails Not Sending

[Jenn_DiMaria2]

Anyone else not receiving sample/test emails?

I've tried sending a number of them to at least three email addresses I have (inside and outside the company) and haven't received anything. Before submitting a ticket, I wanted to see if I was the only one.

[Alex_Sidlinkski]

Hello Jenn,

This seems like 2 years old question and you most likely found the answer by now, but I'll still comment for newbies. In my experience when I wasn't able to send email tests, it was due to Marketo servers down. Thankfully there's a Marketo Status page now that shows if any of the services are down.

Some other reasons for not being able to send email tests can be a space in program token({{my.sender_name}},{{my.sender_address}} or {{my.sender_replyto}}), or emails blacklisted by your Organization.

I Hope this is helpful,

Alex S.

[Ayan_Talukder]

Is anyone else experiencing this issue again?

[Anonymous]

Ayan,

I had to collect all domains that I send from within Marketo and give to my IT team to whitelist because our internal firewall would quarantine emails at the gate due to a "rule" set in place on the firewall backend. This was happening for me when trying to launch a sample send, nothing would ever hit inboxes. It took some time but eventually the sample sends started hitting the inbox. You may have already done the whitelisting, as I had as well, but I had to eventually send them ALL email addresses I send on behalf of to whitelist those individually.

Hope this information can help!

McKell Cousins

[Anonymous]

Hi,

Been having the same issue and agree about the notification via email too. I have seen live sends go out, but have had issues with internal sends being blocked.

Thanks for starting this thread.

Natasha

[Tom_Kerlin2]

Hi Natasha,

Are you having deliverability issues with alert and sample test emails?

FYI - We're still having issues, but it's not as wide-spread as it once was and now it's only for a select number of emails.

-Tom

[Heather_Padgett]

So - what I got today (since I still have a huge backlog)...

The issue first appeared on 17th was reported resolved the same day, reappeared on 18th with the same message that it was resolved. Extracting the list of customers who were affected was/is not straightforward hence no direct email communication happened. We are engaging with every customer who has opened a case directly. We will work with cross functional team today to get a customer facing message on the event.

We are working on expanding our communication model. To add some context the communication bottleneck is the lack of visibility on extent of impact across our customer base. The current Support Communication model is when we know who are affected we start sending email and when we do not know the extent of impact we stick to general community alert.

So even though I have an open case, I still don't have a resolution, and am so happy that emails will be dropping over the weekend!

[Anonymous]

Also - did anyone receive an email notice from Marketo about whitelisting IP addresses? I wasn't sure if this was related or not...

[Anonymous]

I did get that email. I don't believe it was related to this issue, but I could be wrong.

From my understanding, had it been related, your emails still would have gone through but your email suspended numbers would be very high for internal emails because they would get caught in your spam filter. I don't believe that would have caused this serious backlog.

[Tom_Kerlin2]

Hi Jenn,

I'm sharing another discussion thread since I think it relates...I've commented on deliverability issues we've been experiencing as well as send sample email feature not working.

Low deliverability rates?

-Tom

[Anonymous]

Did anyone get word from Marketo as to whether or not the emails that did *not* deliver will get pushed through?

We had a webinar invite go out today and are wondering if we can count on the ~70% undelivered to be sent later OR if we should just plan to create a new email send for another day.

[Anonymous]

Hi Jasmine,

We noticed that ours are starting to go through but we have high bounce rates. When you click the details on the bounce it says "Cannot connect".

[Anonymous]

Yeah, I noticed that ours all seemed to push through and we had a decent delivery rate (around 95%!) But I'm not sure when those emails actually sent out. I need to dive into it further.

[Rachel_Noble]

Appears to be resolved now? #thankgoodness

[Heather_Padgett]

I still have a ton waiting to go out... and a ton haven't been delivered... so I'm guessing not fixed for everyone.

[Anonymous]

I'm wary.  At times, companies will announce the problem has been fixed, and it turns out not to be fixed for some people.  Other times, the fix can create issues in other parts of the software.  I'm going to hold off on feeling relieved until I know for sure the issue has been genuinely fixed for everyone without consequences to other parts of Marketo.

[Sarah_Cassell]

Hi Jenn, We were having the same issue. My colleague submitted a service desk ticket and this was the response she received from Marketo:

"Our Engineering and Operations teams have identified an issue with emails not being successfully delivered.

Campaigns and programs will show that the emails have been sent but none of them delivered. This is affecting sample email sends as well.

We apologize for the trouble and we are treating this problem as a Priority 1 Emergency. I’ll provide you with updates as soon as new information is available.

We appreciate your patience while we resolve this and our teams are actively working to restore services as soon as possible. "

[Anonymous]

Hi All,

Here is an email I received from Support at 2:30PM EDT in response to both Sample Emails not sending and batch emails having a huge delay: "The issue is still awaiting a patch. There are production emails going out, but as you are experiencing, the pace is very slow. The engineers have all of the information and are working towards a resolution."

We do not have a dedicated IP either so the message on the support page is incorrect.

Marketo truly should be notifying their customers of this.

[Anonymous]

As a followup to this. I spoke with Marketo Support just a bit ago. They are stating that functionality is back to normal for new emails going out, however bulk emails that were send prior to today are going out slowly and they are still investigating why. I have not tested this yet to prove it emails today are going out at a normal pace or not.

I also asked why customers were not notified. The response was that it was on the status page and case page. I told them I was seriously disappointed because that is not notifying your customers by any means. The support rep told me I could "make an idea in the community about it or work with our account team to see if it can be implemented". Overall, I am very disappointed with their lack of notifications to customers about this issue.

[Diane_Schmid]

Again, this is something that should be communicated directly to customers.  Most customers don't think to check the support page.  If the issue is system wide, communication to customers is truly necessary.

[Kelly_Schmid3]

Exactly! So strange, one of my colleagues was having issues receiving test emails earlier, but I was not. However later today I started to have issues as well. It hasn't seemed to affect our batch sends, but really frustrating that Marketo support hasn't reached out to notify us. It wasn't until I went to the Support page that I saw the notification and sent this alert out to my team.