Troubleshooting

Campaign open or click rates seem inaccurate

You may notice your email open or click rates seem inaccurate. Often, receiving servers can have additional security settings in place, and, because of those settings, the server will “click” these embedded urls prior to delivering them to the end-recipient’s inbox. This is a way to protect those recipients from fraudulent or malicious content. This is an industry-wide issue that's affecting all email-marketing platforms, including Emma. Here's an article that explains the issue in more detail: https://inboxcollective.com/why-bots-are-clicking-on-your-newsletters/

Missing recipients when a mailing is sent to an SPH managed contact group

There's a known issue in Emma that causes recipients of a mailing that came from one of our "HSPH Daily Autosync" groups to not receive the mailing. In order for the bug to occur, the following conditions need to be true. 

• The mailing is being sent to a segment or group that includes one of the "HSPH Daily Autosync" groups
• The mailing was scheduled to send sometime in the future (as opposed to being created and sent immediately)

We don't expect this to affect many of our users but we want people to be aware. Emma is working on fixing the root cause and will be in touch with us when they have a clear timeline.

Unexplained drop in "Active" member count

If you notice your active member count drop unexpectedly, it could be due to "soft bounces". If any of your contacts "soft bounce" three consecutive emails they will be moved to error status and won't receive future emails.

See this Emma documentation for more detail: https://help.myemma.com/s/article/Understanding-delivery-at-the-server-level

Unfortunately Emma doesn't list how many contacts were moved to error status after each campaign. However, you can view the list of contacts that soft bounced and check individually if they moved to error status.

1. From the campaign dashboard, click on "soft bounces"
   
   
   
2. Click on the dropdown arrow for a contact that soft bounced and click "view this contact's history"
   
   
   
3. You can check the the contact status in the top left, and whether they "Received/Bounced" each email you sent them.