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Marketing Email Sends with out of date image from original template

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Posted on by Joseph Ryan

Hi,

We have a Marketing Template we use to create daily news updates.

The template contains a couple sample images and some sample text, as you'd expect.

Each morning we update these sample images & text with new content.

This is usually no problem, however lately it's become more and more often that one of the images fails to update during the send. The preview in CRM (including Litmus) is correct, the html is correct - however the test send contains 1 image which is still from the template.

So far, during my initial testing this seems to only happen from the Marketing Users account, not mine (Administrator).

I am thinking (maybe?) there's something wrong with her exchange account? Or possibly the email is taking a while to update to the new content in the background (microsoft servers?), although this seems highly unlikely as well.

Does anyone have any similar experiences / suggestions on what i could do to resolve this?

We are on 2019 release wave 2

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cloflyMao 25,210 on at

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Hi Ryan,

All marketing email images that are uploaded by users will be stored on azureedge.net.

Have you checked image URL is real link to image you had uploaded?

Regards,

Clofly

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Joseph Ryan 85 on at

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Hi,

Yep, the url is correct in both the properties tab and in the html

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cloflyMao 25,210 on at

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Hi Ryan,

That's not expected behavior if url is correct.

Try to check whether your user has sufficient privileges for File entity.

If she has, I suggest you open a support ticket for investigation:

https://admin.dynamics.com/?referer=mbssupport

Regards,

Clofly

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Joseph Ryan 85 on at

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Happened again this morning, but by the time I took a look at it the issue had magically resolved.

I received the forwarded test send from our Marketing user and confirmed the image was indeed not updating, including when checking the web version it still used the image from the template.

There was probably a half hour gap in the time the new marketing email was created and the initial test send was sent to the time i took a look and sent my own test send.

Seems like perhaps there's a delay in the back end in updating all of the resources of the new email from what is saved in the template?

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cloflyMao 25,210 on at

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Hi Ryan,

Thanks for sharing what you have found.

Did your own(admin) image of test send email got update in time without delay?

I thought delay might not be a expected behavior, it would be not fiendly for user's experience.

I suggest you could open a support ticket for instance investigation that why there is delay for your general users.

Regards,

Clofly

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