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Email stuck in processing

Ivan Golovanov
  • Updated

Overview

You may face your email distributions stuck in processing status.

Solution

There are many reasons why this could happen, and it should be investigated by our Support team.

Maintenance window

Please check when the mailing was scheduled to go out and compare it with the maintenance window on the status page. Try to resend the message after the maintenance window is over.

Technical issues

In case of other technical issues, please, raise a Customer Support ticket and provide the following information:

  • Your site ID
  • Do all emails stuck or is it affecting only some mail IDs?
    Provide examples of list ID and mailing IDs, which are stuck.

<supportagent>

The agent should:

  1. Collect information above if the customer didn't provide it.
  2. Verify in EmailLabs that the messages are actually stuck in processing status.
  3. Escalate to Operations team.
  4. Notify the customer when the issue is resolved.
  5. In case the customer still sees some messages stuck, advise to pause these messages, create a copy and try to send out again.

Since agents do not have access to containers, the Operations team needs to investigate why the messages are stuck. Previously they were using this runbook to reprocess stuck messages: https://confluence.devfactory.com/pages/viewpage.action?spaceKey=SAASOPS&title=Reprocess+stuck+messages

</supportagent>

Testing

After Customer Support reported that the issue is fixed, please check emails statuses. You may need to resend them manually:

  1. Pause stuck messages.
  2. Copy them.
  3. Send them out again.