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Marketing Cloud Engagement - How to Check Why an Email Was Not Sent and Verify Subscriber Status

Date de publication: Oct 13, 2022
Description

This article is useful when emails were not delivered to subscribers who exist in the target data extension, or when the number of records in the data extension does not match the number of sends. It walks through the full process of exporting and reviewing Not Sent data.

Résolution
Individual email send results can be checked via Email Studio tracking or system data views such as _Sent and _Bounce.
To identify subscribers who did not receive an email and the reason why, use the Data Extract Activity in Automation Studio with the Extract Type set to Tracking Extract and select the Extract Not Sent option.
This is useful when encountering issues such as "an email was not sent to subscribers who exist in the target data extension" or "the number of records in the target data extension does not match the number of sends."
 

To identify the affected subscribers and the reason, check the SubscriberKey and Reason values in the file exported using the steps below.
 
Step 1: Run the Data Extract Activity in Automation Studio
Configure the Data Extract Activity with the following settings:
  • File Naming Pattern: Any
    • Note: If you set the extension to .zip, you can decompress the exported file using a File Transfer Activity, then import it using an Import Activity.
  • Extract Type: Tracking Extract
  • Extract Not Sent: Checked
  • Character Encoding: utf-8

Step 2: Run the File Transfer Activity in Automation Studio
Configure the File Transfer Activity with the following settings to move the file extracted in Step 1 from Safehouse:
  • File Action: Move a file from Safehouse
  • File Naming Pattern: The File Naming Pattern specified in Step 1
  • Destination: Any
    • Note: Select the location configured in  [Setup] | [Data Management] | [File Locations]
Step 3: Review the NotSent.csv
Decompress the exported zip file and open NotSent.csv to check the SubscriberKey and Reason values for subscribers who did not receive the email.
The following are common values for Reason:

Reason
Description
Held
The subscriber was bounced and met certain conditions, resulting in a Held (undeliverable) status. Refer to Bounce Mail Management for details.
Unsubscribed Master
The subscriber has unsubscribed.
List Detective Exclusion
The email address has been excluded by the List Detective feature. Refer to List Detective and Overview of List Detective for details.
Account Level Opt Out
The subscriber has opted out at the account level or business unit level.
 
Note:
For emails sent from Journey Builder, you can also check the reason for errors within the past 30 days from the View Contact Details of the Email Activity.

Additional Resources
Numéro d’article de la base de connaissances

000392619

 
Chargement
Salesforce Help | Article