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Green / Email Sends, Notifications Not Being Received by Some Customers / RESOLVED

2869130
2869130 Posts: 24 Gold Medal
edited Aug 14, 2013 1:48PM in Eloqua System Status

We have received reports of some customers not receiving Email Sends or Email Notifications deployed through the Eloqua application. We are currently investigating to determine the possible cause. We will provide a further update once we have any additional information, or by 2 p.m. EDT at the latest.

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**Update**

Tuesday, August 13th, 1:46 p.m. EDT (UTC -4)

This issue has now been resolved.

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Post edited by Unknown User on
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Comments

  • I consistently do not receive the “Forgot Your Password” emails for logging into ELQ University. They go into my quarantine.

    Not sure if related – but I constantly have to ask for help logging into ELQ University – because despite resetting my PW – eventually – it doesn’t work the next time.

    Any help on this would be greatly appreciated. Glad to know it’s not just me.

    Thanks,

    Miki Tolle

    Miki Tolle, Marketing Automation Specialist / Program Manager

    Polycom, Inc. | Littleton, CO | T: +1 303 797 7455 | M: +1 720 560 1153

  • 2869130
    2869130 Posts: 24 Gold Medal

    I consistently do not receive the “Forgot Your Password” emails for logging into ELQ University. They go into my quarantine.

    Not sure if related – but I constantly have to ask for help logging into ELQ University – because despite resetting my PW – eventually – it doesn’t work the next time.

    Any help on this would be greatly appreciated. Glad to know it’s not just me.

    Thanks,

    Miki Tolle

    Miki Tolle, Marketing Automation Specialist / Program Manager

    Polycom, Inc. | Littleton, CO | T: +1 303 797 7455 | M: +1 720 560 1153

    Hi Miki,

    This issue would not be affecting emails received from Eloqua Univeristy. The University is run on a separate system, independent from the Eloqua platform.

    Thanks,

    Jeff

  • Hi Miki,

    This issue would not be affecting emails received from Eloqua Univeristy. The University is run on a separate system, independent from the Eloqua platform.

    Thanks,

    Jeff

    OK – good to know – but I guess that doesn’t explain why ELQ University emails go into my quarantine.

    Miki Tolle, Marketing Automation Specialist / Program Manager

    Polycom, Inc. | Littleton, CO | T: +1 303 797 7455 | M: +1 720 560 1153

  • 2869130
    2869130 Posts: 24 Gold Medal

    OK – good to know – but I guess that doesn’t explain why ELQ University emails go into my quarantine.

    Miki Tolle, Marketing Automation Specialist / Program Manager

    Polycom, Inc. | Littleton, CO | T: +1 303 797 7455 | M: +1 720 560 1153

    Hi Miki,

    I checked with the team here and we havent seen that issue reported previously. Have you spoken with your IT/Mail Server admin? This issue can most likely be resolved by adding the sender to the whitelist. If you need more assistance with that, I would recommend calling into the support line and speaking with a representative, we should be able to assist with that issue.

  • Hi Miki,

    I checked with the team here and we havent seen that issue reported previously. Have you spoken with your IT/Mail Server admin? This issue can most likely be resolved by adding the sender to the whitelist. If you need more assistance with that, I would recommend calling into the support line and speaking with a representative, we should be able to assist with that issue.

    Thanks Jeff. I just spoke to my IT and it’s in the process of getting white-listed…hopefully this will solve my problem.

    Thanks so much for your help.

    Miki Tolle, Marketing Automation Specialist / Program Manager

    Polycom, Inc. | Littleton, CO | T: +1 303 797 7455 | M: +1 720 560 1153

  • Chris Navarra
    Chris Navarra Posts: 1 Blue Ribbon
    edited Aug 13, 2013 12:47PM

    Something that may be related:  I've tried to get two lists exported, and I haven't received 'em yet.

    And one of my email tests, I did get but it was really late (about 21 minutes delayed). I'm now waiting for three more test email to get through.

  • Vickie Le Sellin-Oracle
    Vickie Le Sellin-Oracle Posts: 10 Gold Trophy
    edited Aug 14, 2013 11:19AM

    I am still not receiving all my Email Sends.

  • 2869130
    2869130 Posts: 24 Gold Medal

    Hi Vickie,

    If you are still experiencing issues receiving emails, then they would be unrelated to this specific notice. I would recommend calling in to our support department to discuss the issue.

  • mbraund50
    mbraund50 Posts: 5 Blue Ribbon

    Hi Vickie,

    If you are still experiencing issues receiving emails, then they would be unrelated to this specific notice. I would recommend calling in to our support department to discuss the issue.

    Is the below error related to this thread?

    GenerateEmailForEmailUpdate failed -- There was no endpoint listening at http://platsrv.p01.eloqua.net:8000/TransactionalEmail/TransactionalEmailService.svc that could accept the message. This is often caused by an incorrect address or SOAP action. See InnerException, if present, for more details. AgentGUID=Mike.Braund EmailUpdateID=1854 Generated by the Eloqua Today Web Sales Center 8/14/2013 1:28:07 PM

    Thanks,

    Mike

  • 2869130
    2869130 Posts: 24 Gold Medal

    Hi Mike,

    This issue was resolved yesterday, and would have displayed no errors through the application itself. The issue was not specifically related to the Eloqua platform, but related to a Mail Service Provider used by some of our customers. If you are still experiencing any issues, please reach out to our support department and we can definitely assist.