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Common Issues in Oracle Email Marketing On Demand

Table 10 discusses common issues in Oracle Email Marketing On Demand.

 
Table 10. Common Issues
Issue
Answer

The Email Marketing privileges for user role has been enabled, however when you click the Setup Email button you get this error:
You are not authorized to view this page.

  • Verify that you have been added as a user under the Email Marketing Administration, User Administration screen.
  • Make sure that the Email Marketing User ID exactly matches the Oracle CRM On Demand User ID.

When you click the HTML preview button you receive an error message stating The Document is Not Ready – Extreme Document Load Time.

This message comes from the Oracle Email Marketing On Demand Editor, when you have links and images in your email the editor must try to resolve those links and image paths. If the link or image path cannot be resolved in a timely manner, you receive this message. This message can appear if you are storing your templates or images outside of the Oracle Email Marketing On Demand library, if you have a slower computer or are using a very large style sheet.

To address this error, click the Wait for Document button and wait for the Editor to resolve the images or template. If the error continues, verify that all links and image paths are correct. If you are using a style sheet, trim down its size as again a large style sheet can take more time to load.

What does it mean when the Campaign Status has been set to Contact Support?

The Contact Support message is generated by Oracle CRM On Demand. When a campaign goes into a Contact Support state, do the following:

  • Verify that you have not reached the 500 megabyte storage limit within the Marketing Library. If close to limit, delete any unneeded templates, images, and so on or consider archiving on another server.
  • If this is not a storage limit issue or when library volume reduced, set the status back to Active and reschedule the campaign to launch it again as Oracle Email Marketing On Demand does not automatically try to resend.

I have changed my Oracle CRM On Demand user profile Language, however Oracle Email Marketing On Demand still displays in English. How can I get the Oracle Email Marketing On Demand interface to display in another language?

The control of the Oracle Email Marketing On Demand interface is different than the display language within Oracle CRM On Demand which is determined by the your Language setting under the personal profile. To view the translated Oracle Email Marketing On Demand interfaces, change the primary language in Internet Explorer. To make this change, follow the instructions below:

  1. Open an Internet Explorer window.
  2. Click the Tools menu.
  3. Select Internet Options.
  4. From the General tab, click the Languages button.
  5. Click the Add button to add the appropriate Oracle Email Marketing On Demand supported language to the list.
  6. Click the Move Up button to move the desired language to the top of the list to make it the primary language.

Refresh the browser for the change to take effect.

NOTE:  This only applies to the Oracle Email Marketing On Demand Editor specific content, menus, toolbars and dialogs, as well as the Email Marketing Administration screens. Standard toolbars and items such as Merge Fields are not translated based upon this setting.

A recipient would like to receive emails again after previously selecting the Global Opt-out

The Global Opt-Out can be reset by unchecking the Never Email check box on the contact record.

I would like to test my email campaign prior to sending it out

Set up a contact within Oracle CRM On Demand with an email address that you have access to and add as the initial recipient to the campaign. Use an external email client such as Google or Yahoo mail to avoid potential internal firewall or security issues. For more information, see Sending a Test Email Message.

There is a discrepancy between the Oracle Email Marketing On Demand outbound usage default end time and the user or company locale

Both Oracle CRM On Demand and Oracle Email Marketing On Demand track time zone at the user level. Set the user time zone in Oracle Email Marketing On Demand to correspond to that of the CRMOD user record. If the time zone is not set within Oracle Email Marketing On Demand, it uses the time zone of the server.

I scheduled an email campaign, however emails do not appear to have been sent

Make sure the same time zone is defined for both Oracle CRM On Demand and Oracle Email Marketing On Demand. (See previous response for additional detail.)

Review the Outbound Email Usage data under the Email Marketing Administration screen to see if the email send has been recorded

Campaign status shows as Completed and Responses are being received, however user's test email never came through

Verify that the test contact record has a valid email address and that the Never Email flag is not checked

User opened an email that included the $Message Open tag, however this status is not showing in the campaign

The Message Open tag can be blocked:

  • recipient 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

Campaign Recipient statuses are not being updated

Contact support for assistance.

 


Published: August 05, 2011 Copyright © 2005, 2011, Oracle. All rights reserved. Legal Notices.