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System E-Mail Issue

Apr 15, 2012 12:09 PM

Tags: #email #bug #workflow #business_catalyst #system_email

What is going on with the system emails? Currently e-mail marketing test emails are taking quite a while to be delivered and it seems workflows are effected also. It has taken 50 minutes for test emails to come in and I am still missing some and a recent workflow took over 10 minutes. I know others are having this issue as mentioned here, here, here, and here. System emails used to be sent instantly before. What is going on?

 
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  • mario_gudelj
    1,677 posts
    Oct 13, 2010
    Currently Being Moderated
    Apr 15, 2012 3:37 PM   in reply to Lynda Spangler

    Hi Lynda,

     

    These delays happen when our server's IP address gets blacklisted temporarily. This usually fixes itself after some time. Also, we have changed the way workflows and those other emails are sent. They used to be sent from the SMTP server which resided on the actual web server, but now they're queued on dedicated server which sends all the mail.

     

    I have heard from the dev team that we will look into fixing this deliveribility of system emails in the near future.

     

    Cheers,

     

    Mario

     
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    Apr 19, 2012 12:43 PM   in reply to mario_gudelj

    Mario, I also have had this problem, as have all my clients, and I have also heard from other Partners about this.   It is actualy averaging quite a bit longer than that, and then sometimes I'll get 50 emails all at once.  Its not good.  It was MUCH better before you made the change.  It isnt really acceptable to have to wait for orders, requests, or even complaints from your website.  Is there anything that can be done?

     
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  • mario_gudelj
    1,677 posts
    Oct 13, 2010
    Currently Being Moderated
    Apr 19, 2012 3:26 PM   in reply to Neil Eisenberg

    Hi nelz55,

     

    We have communicated these issues to the dev team and they will take a look at this and see how the deliveribility can be improved.

     

    Cheers,

     

    mario

     
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    Apr 19, 2012 4:26 PM   in reply to mario_gudelj

    Thanks.  It's starting to become a problem. 

     

    Neil

     

    Neil Eisenberg

    Design Intervention Studio

    "The Art of the Web"

     

    19 Birch Lane

    Woodstock, NY 12498

    845-679-8052

    www.designinterventionstudio.com

     
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    Apr 22, 2012 3:13 AM   in reply to Lynda Spangler

    So, are they actually saying that we have to go into every one of our sites and hand edit the SPF record to be what it says here? That seems crazy?

     
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    Apr 22, 2012 3:50 AM   in reply to Neil Eisenberg

    If you are using BC nameservers, it is already done for you.

     

    Test at http://www.microsoft.com/mscorp/safety/content/technologies/senderid/w izard/

     

    The ones I spot checked all had 192.150.2.0/24 already entered, as well as a few others.

     
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    Apr 22, 2012 9:12 AM   in reply to Lynda Spangler

    For my business nothing could be more important than 'workflow notifications' to 'BC Webmail' work flawlessly.  I had significant issues last week at a very inoportune time when it took 12hrs for worflows to hit webmail system.  I had to redirect each workflow manually from the admin panel with cut and paste.  A vertical business model i'm working on is reservations for restaurants and if reservations made online dont reach the restaurant in a few minutes its useless..

     
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    Apr 22, 2012 11:50 AM   in reply to micbluestar

    I agree. If this was supposed to be an improvement its not.  In fact its a major game changer.  I still see lags and you can blame aol, gmail, yahoo, or anyone else, but the fact remains all emails from the system have to go out immediately or theyre basically worthless.

     
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  • mario_gudelj
    1,677 posts
    Oct 13, 2010
    Currently Being Moderated
    Apr 22, 2012 6:28 PM   in reply to Neil Eisenberg

    The workflow emails and other system notifications do leave the sites immediately. When they arrive is another point and that's what you need to address, if the "from email address" is not hosted on BC. The receiving servers check if the from email, which is on aol domain has originated from the aol servers and if it's orginated on BC or anywhere alse other than AOL they'll know that. This is where SPF record comes into play.

     

    As Bill has pointed out above, all domains hosted on BC will have a valid SPF and the IP address of the sending server will abe included in SPF. This is not a case for domains hosted externally, which is why you have to set up the SPF record to include our IP.

     

    -m

     
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    Apr 23, 2012 3:23 AM   in reply to mario_gudelj

    All the one s I am referring to are hosted with BC.

     

    Neil

     

    Neil Eisenberg

    Design Intervention Studio

    "The Art of the Web"

     

    19 Birch Lane

    Woodstock, NY 12498

    845-679-8052

    www.designinterventionstudio.com

     
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    Apr 23, 2012 3:30 AM   in reply to mario_gudelj

    Mario, as it stands now, I. Am not getting 3/4 of the mail the systems send out.   I know a large part of it is because my partner email, and therefore all the mail I get such as workflows and weekly reports, goes to an aol address.   I stupidly did it that way from the start because it was a shorter address to type each time, but I'm. Wondering if it should be changed .  It is also the login for Adobe, and so it was changed over to be my master login with this new system change.

     

    Is this something I should change?   Do I just go to my account page in the partner portal and change to my BC hosted address?   If so will I need to change all my logins (forFTP). Is this a big deal?  I don't want to cause problems but the mail issue is bad.    I get 40 - 50 undeliverable messages every day.   The funny thing is BC can't deliver my mail, but they have no problem delivering the message SAYING that they were unable to deliver my mail.... To the same address that was supposedly undeliverable.   The whole thing is getting out of control.    I has to take precious hours in the day dealing with this if I don't absolutely have to.   What are your thoughts?

     

    Neil

     

    Neil Eisenberg

    Design Intervention Studio

    "The Art of the Web"

     

    19 Birch Lane

    Woodstock, NY 12498

    845-679-8052

    www.designinterventionstudio.com

     
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  • mario_gudelj
    1,677 posts
    Oct 13, 2010
    Currently Being Moderated
    Apr 23, 2012 4:04 AM   in reply to Neil Eisenberg

    Hey Neil,

     

    I can recommend you enough to use something like info@designinterventionstudio.com for all communications going out to your clients instead some AOL address.

     

    If you reach out to support we can add an email address to your partner portal and make that a partner user and change the partner email address to it so that all communication goes out from it. Once that's done you can simply go to partner portal and add that address to all your sites and remove the AOL one.

     

    Or, you can take advantage of this adobe ID merge and if you haven't merged yet, you can create and Adobe ID for info@designinterventionstudio.com and then merge your BC aol username witht that ID. That will do it automatically across all sites.

     

    Anyway, it's not too much work and you'll certainly beneft from it. Sending email from neil@aol.com when those emails do not originate at aol.com will certainly have concequences on deliveribility.

     

    Cheers,

     

    mario

     
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    Apr 23, 2012 4:17 AM   in reply to mario_gudelj

    Ok, thanks.   I unfortunately DID already merge.  And it is the AOL address.

    So I will take your advice and let support know that I want to change to a different address. 

    Then I'll do it all manually.

     

    Thanks for the advice.

     

    Neil

     

    Neil Eisenberg

    Design Intervention Studio

    "The Art of the Web"

     

    19 Birch Lane

    Woodstock, NY 12498

    845-679-8052

    www.designinterventionstudio.com

     
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