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Known Issue: Campaign not delivered due to false mobile delivery success (CSUP-1547)

Customer Issue

A user didn't receive an email for a smart campaign.

Environment

  • Studio | Campaigns
  • Classic Studio | Connect | Smart Campaigns

Issue Details

A smart campaign is not delivered by either push or email if older versions of the app are stored in mobile_devices and the most recent version is unreachable. Delivery reports indicate communication is “delivered” to older versions when they are no longer installed on the user’s device.

Resolution

As a workaround, send a separate push and email campaign to guarantee delivery to each channel. Some users will receive both a push and an email.

Individual users that wish to receive mobile push notifications may reset their mobile reachability as follows:

  1. Ensure that you have a strong cellular connection or WiFi.
  2. Sign out of the app.
  3. Go to Settings > Notifications > The app in question.
  4. Toggle the Notifications to disabled, and then to enabled.
  5. Log back into the app.

Please check the current status of this issue on the Known Issues Tracker. (Issue ID: CSUP-1547)

 

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Comments

2 comments

Date Votes
  • Paul Wilkins

    The main issue has been resolved, however we are awaiting completion of a follow up issue that will check the last activity of a mobile device and mark it as stale if there is another more recent device associated with that user.

    0
  • Sukrit Phaopanich

    Our Engineering team is actively addressing this issue, and we intend to deliver an update regarding the fix’s release in the near future.

    0

Article is closed for comments.