How To: Find and fix problems with a broken email campaign

There are times when email campaigns do not work as planned, even if they had successfully worked in the past. When this happens, it's usually something in the configuration or the network that has been changed to the point where a campaign will no longer run properly.

All Arial Software programs have a handy tool to assist with locating these types of problems with email campaigns called "Debug Mode." When Debug Mode is enabled in either Email Marketing Director or Campaign Enterprise, it can record interactions with the database, the POP/IMAP server, or the SMTP server. Examining these recorded logs usually states exactly what the problem is so it can be addressed.

To enable Debug Mode in Email Marketing Director, find "Debug" in the top menus and drop down to "Enable Debug Mode." In Campaign Enterprise, you can enable debug mode in either the server manager window menu (Debug >Enable Debug) or through the Administration Tab (Server Manager Status>View Status).

Once the debug feature is enabled, process the feature of your email campaign that's causing trouble. If the campaign is not sending, run a test campaign; if bounces or unsubscribes are not processing properly, send to a known bounce email address; or, attempt to process an unsubscribe request. The logs are stored in the main program directory folder in the debug subfolder. For Email Marketing Director, it's located in C://Program Files/Email Marketing Director/Debug; for Campaign Enterprise, the file path is found in C://Program Files/Campaign Enterprise/Debug.

Types of logs

Trace.log
The trace.log file records interactions with the database. If there is a problem with updating a field, pulling data from the database, or the database connection timing out, this is the file that indicates these issues. The trace.log can also capture other program-specific errors that might occur. Probably the most common error found in the trace.log is "Syntax error in From clause." This occurs when data collection is interrupted because there is a space in the database name, the table name, or the name of the field being pulled for the record set. To fix this error, close all the spaces in everything pertaining to the database records in the connection. This problem is especially prevalent with Microsoft Access.

Tracebatch.log
The tracebatch.log file is exclusive to Campaign Enterprise, because there is a separate processor that runs and records the write-back features. This processor is called the batch processor, ergo the file is called the tracebatch.log. If there are problems updating a field in the database, this is where those errors are recorded. Like the trace.log, the most common problem in this log is the "Syntax error in From clause," which means there is an issue with the name of some part of the database that is being updated. Other issues include "EOF or BOF is true" and "row to update cannot be found," which pertain to end of line errors and changes to the record set. For example, if the source data only shows records where a particular field equals some value, and during the campaign that field is incremented or changed, it is excluded because it is no longer part of the original record. If the field is no longer in the record set to which the campaign is pointing, the update to the database is not going to occur. If there are log files for a particular feature, like click throughs or opened email tracking, but the fields in the table are not updating, the tracebatch.log is where to find out what is happening.

Tracepop.log
The tracepop.log records the conversation with the POP or IMAP server used for bounces and unsubscribes. With Email Marketing Director, it also records updates to the database. In Campaign Enterprise, the batch processor handles the database portion of the update, so that is not recorded in this log, but in the tracebatch.log. The most typical problems found in the tracepop.log are username and password errors and are also typically discovered where those features are configured, using the test connection option. When enabled, debug captures the entire bounce message which can be used to help determine why a message bounces without having to capture a bounce and examining it using another program like Outlook Express.

Tracesmtp.log
The most important log file available is the tracesmtp.log, which records the conversation with the SMTP server through which the campaign is delivered. If emails are not going out, or if they are going out only inside the network but not outside, the tracesmtp.log will indicate exactly what the problem is. If it appears that the SMTP server accepted all of the messages, then the problem is with the SMTP server and not the email program. The tracesmtp.log records exactly what the SMTP server is telling it, so it can be used to help the SMTP server managers pinpoint the problem as well. The most common error in the tracesmtp.log is "550 Relaying Denied," which means the SMTP server is not configured to allow the computer on which the program is running to send email. Again, this information is useful to the SMTP server manager and will help pinpoint where adjustments are needed. Another common error pertains to authorizations: "Command not implemented" means authentication is attempted, but not necessary. When encountering this error, simply remove the username and password from the sending options and try again.

When debugging is enabled in Arial Software programs, loads of data are available to help troubleshoot any issue with an email campaign. If you find this data too cryptic, you can send the log files to Arial Software Technical Support (http://www.arialsoftware.com/contactform.htm) and they'll be happy to assist with deciphering.

Once you're finished troubleshooting your campaign, remember to turn off the Debug Mode, otherwise the logs will grow to enormous proportions and cause problems. It is also advisable to delete old logs when finished, as new ones are generated next time debug is enabled. -- Arial Software

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