Table 10. Troubleshooting Email Marketing On Demand
Symptom or Error Message
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Diagnostic Steps or Cause
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Solution
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When you click the Setup Email button, the following error message appears:
You are not authorized to view this page.
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Email Marketing On Demand access is controlled by user role privileges in a user's Siebel CRM On Demand user profile and their corresponding Email Marketing On Demand user profile.
The user role has appropriate Siebel CRM On Demand privileges for Email Marketing On Demand, but no corresponding user record has been created within Email Marketing Administration.
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Check that a record exists for the user in Email Marketing On Demand. If no record exists, you can create one.
Navigate to Admin > Email Marketing > User Administration and locate the user in the Users list.
If no record exists for the user, you must add one. See To add users to Email Marketing On Demand.
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The user record has been created in Email Marketing On Demand, but the User ID does not match the Siebel CRM On Demand User Sign In ID.
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Check that the Email Marketing On Demand field User ID is identical to the Siebel CRM On Demand field User Sign In ID.
See To edit a user record.
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Email images do not display in the Email Marketing On Demand HTML Preview screen. Instead, the user sees the image placeholder icon.
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Because the Email Marketing On Demand editor is browser based, the user's individual browser settings can affect how the application accesses and displays content.
The user's browser settings may be blocking the Active X controls required by the editor.
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Verify that ActiveX controls are enabled in the browser.
In Internet Explorer, navigate to Tools > Internet Options > Security tab. Under Internet Zone, click Custom Level, scroll to the Active X controls and plug-ins section, and enable Automatic prompting for ActiveX controls. Close and restart the browser, then test again.
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If Automatic prompting for ActiveX controls is already enabled, the user may have overlooked the security information bar, within the browser, notifying them that the content had been blocked. The Information Bar typically displays beneath the browser toolbar, with the message:
To help protect your security, Internet Explorer has restricted this file from showing active content that could access your computer. Click here for options…
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To allow the blocked content, the user can click on the Information Bar and then choose Allow Blocked Content.
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Users may be unable to access the image storage location from within the Email Marketing On Demand editor.
From the editor HTML Preview Screen, right-click the image placeholder, then click Properties and note the image location.
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If the image location is in the Email Marketing On Demand library, verify that the image still exists.
If the image location is outside the Email Marketing On Demand library, verify that the image location can be accessed. For example, if the image resides in a shared network folder, check that it can be accessed from outside the company firewall.
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User has updated their Siebel CRM On Demand user profile Language, but the Email Marketing On Demand editor still displays in English.
NOTE: This only applies to the Email Marketing On Demand Editor specific content, menus, toolbars and dialogs, as well as the Email Marketing Administration screens. This setting does not affect standard toolbars and items such as Merge Fields.
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The display language in the Email Marketing On Demand interface is determined by the user's browser settings.
The browser may not have the required primary language selected. In Internet Explorer, navigate to Tools > Internet Options > General > Languages, and verify that the required language appears at the top of the list in the Language Preference dialog box.
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If the required language is missing from the list, do the following:
- In the Language Preference dialog box, click Add, scroll to locate the required language, click to select the language, then click OK.
If the required language is present in the list, but not at the top, do the following:
- In the Language Preference dialog box, click to select the language, then click Move Up as many times as necessary to move the required language to the top of the list, to make it the primary language.
To apply the change, refresh the browser.
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The user has selected a primary language setting in their browser that is not currently supported within Email Marketing On Demand.
You must select a supported language in your browser settings.
The languages currently supported are:
- German
- English-British
- English-American
- Spanish
- French
- Italian
- Portuguese
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In Internet Explorer, navigate to Tools > Internet Options > General > Languages, and verify that the primary language (the one at the top of the list in the Language Preference dialog box) is a supported language.
For more information on supported languages, see Supported Platforms and Languages.
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The Campaign Status has been set to Contact Support.
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The user has sent a campaign and the status now reflects this message. The Contact Support error is generated by Siebel CRM On Demand.
The user may have reached their 500 MB storage limit within the Marketing library.
Verify that the user has not reached their 500 MB storage limit within the Marketing Library.
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If close to the size limit, delete any non-essential templates and images, or consider archiving them on another server.
Set the status back to Active and re-schedule the Campaign to launch it again.
NOTE: Email Marketing On Demand will not automatically try to resend.
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Campaign Recipient statuses or responses are not being updated.
After sending a campaign, the recipient status field is not updated.
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Responses may be beyond 30 days of the Campaign scheduled date.
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Verify the Campaign scheduled date falls within the past 30 days. You can quickly determine the scheduled date for a Campaign via the Email Marketing Administration>Outbound Email Usage page. Updated statuses/responses are not accepted beyond 30 days of the scheduled date.
If this is not the cause, please contact Siebel CRM On Demand Customer Care.
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Some Email Marketing On Demand components may not be online.
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Please contact Siebel CRM On Demand Customer Care for additional assistance.
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Campaign does not appear to send.
After sending a campaign, the Campaign does not appear to go out.
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This may relate to time zone settings. If the time zone is not set within Email Marketing On Demand, it will assume the time zone of the server.
Do the following:
- Check if the same time zone is set in both Siebel CRM On Demand and Email Marketing On Demand
- Review the Outbound Email Usage data under the Email Marketing Administration screen to see if the email send has been recorded.
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Set the time zones in Siebel CRM On Demand and Email Marketing On Demand. Both Siebel CRM On Demand and Email Marketing On Demand track time zone at the user level. You must set the user time zone in Email Marketing On Demand to correspond to that of the CRMOD user record. For more information, see Adding a User to Email Marketing On Demand.
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After sending a campaign, you cannot tell if the email was opened.
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The Track Message Open tag may not have been used.
Verify that the Track Message Open tag was inserted when in the Email Marketing On Demand Editor toolbox.
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To automatically track when a message is opened, use the Email Marketing On Demand Editor toolbar to insert the Track Message Open tag.
This tag can be inserted anywhere in the email, and is triggered automatically when the recipient opens the email. This information is then updated in the Campaign Recipient record within Oracle's Siebel CRM On Demand to show a status of Message Opened . HTML is required in order to use the $(trackMsgOpen) tag as it is an <IMG> tag referring to a small 1 x 1 GIF, sent in the body of the HTML.
NOTE: This image is not seen by the recipient.
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A recipient opened an email that included the Track Message Open tag, but this status is not showing in the Campaign
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The Track Message Open tag can be blocked in the following ways:
- The recipient's email preference options can prevent the display of embedded images.
- Ports used to make the request for the image may be blocked at the recipient's firewall.
- The recipient may have set up their email application to read text emails only.
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This can only be fixed by the recipient.
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The Clear Content icon in the HTML editor does not work.
In the Email Marketing On Demand editor, you click the Clear Content icon to clear the HTML or text content from an email. Then, when you navigate to another view and back again, the content is still there.
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This is a known issue within the third party editor used by EMOD.
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Select the content you want to remove, right-click and click Cut, then click Save to apply the changes to the email.
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After you click the HTML preview button, the following message appears:
The Document is Not Ready – Extreme Document Load Time
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This message comes from the Email Marketing On Demand Editor, when you have links and images in your email that the editor cannot resolve in a timely manner.
This message can appear if templates or images are stored outside the Email Marketing On Demand library, if you have a slower PC or if you are using a very large style sheet.
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Click the Wait for Document button and allow the editor to resolve the images or template. If the error persists, verify that all links and image paths are correct. If you are using a style sheet, try reducing the size of the style sheet.
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