Campaings keep sending!!!

I've had 2 campaigns go out this morning, each one seems to have been sent about 10 times - people are unsubscribing, clients are furious - what's going on??

Mathew Mathew, 7 years ago

Hi,

We've not seen any indication of this happening from our side - can you please contact support with some more details? What we have seen in the past is mail servers on the recipient end re-downloading the same email over and over.

I can confirm that from our side we have lots of code in place to make sure we don't send duplicate emails.


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stoptime, 7 years ago

I've followed up with support and provided an array of various email accounts that this has happened with. It happened on 2 separate campaigns on 2 different lists for 2 different clients. Something is definitely funky here otherwise so many different email accounts spread across various parts of the world wouldn't have received the duplicates, yeah? We're talking gmail, ameritech, as well as various business domains/servers and others I haven't listed here.

Mathew Mathew, 7 years ago

Thanks,

We have not had any other reports from other customers about this, which does suggest it is specific to your campaign. Otherwise as you can imagine we would have hundreds of reports. We'll check things out and get back to you as soon as possible.

Sorry for the hassle.


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stoptime, 7 years ago

I've gotten my hands on some log files for one of the email accounts, and it appears from the email headers/timestapms that 8 copies were delivered to a particular address we looked at. Since it contains some personal data, I'll update the support email thread I've had going.

stoptime, 7 years ago

Just to update this for anyone following, the issue was tracked down to a bug in the Campaign Monitor database that was (oddly) only specific to my account. They are investigating.

MarkW, 7 years ago

I had the same thing happen to me just now.

The good news is it that it was a very small list (~400 people).

The bad news is that it's our VIP list.

Quotes from customers:

"Hi - I think there is something wrong with your server - I keep receiving this same email - 10 times in 5 minutes!  Thanks, Stephanie"

"Please remove. I’ve received this 10 times in past 10 mins"

MarkW, 7 years ago

"Hi I don't know if you know. But this is a second time I get 16 consecutive copy of the same emails from you. Could you either take me off the list or just send one?"

ptarricone, 7 years ago

I have had the same experience.  I just sent out a campaign to the 2,000+ people, and I receiving furious emails back.  One of my recipients received the email 17 times, a second 12 times, etc. etc.  The system took 10 minutes to send the campaign and then I began receiving angry responses.  Can you provide an explanation please?

ptarricone, 7 years ago

Can you provide me an accounting of all the people, on my specific list, that received multiple copies of my campaign?  Each person on this list is a critical prospect to my firm, and I need to know who in fact was inconvenienced.  I would also like a complete explanation of the problem, so that I can address the issue with them.  Your assistance in this matter is much appreciated?

stoptime, 7 years ago

My god, I'm glad I checked this because I was about to send out an APOLOGY CAMPAIGN for one of the clients I originally had this happen with, and the last thing I need is to send this out only to have the same thing happen again, and then loose the client for sure. What is UP?! Losing the faith here, and I drink the CM kool-aid by the gallon.

Mathew Mathew, 7 years ago

It looks like for a very small number of people, this may have happened, but we're still investigating. Please do contact us directly via support and we can investigate further. Thanks for your help and sorry for the trouble.


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Ken Ken, 7 years ago

Hi guys,

I've sent you all a reply that explains that the there was a database problem that caused the multiple sends. We've patched the fix, and it shouldn't happen again. Let us know if it does, or if there is anything else we can do for you.

Ken


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