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Troubleshoot Email Sends and Tracking in Marketing Cloud Connect

Tips for troubleshooting sending emails and tracking with Marketing Cloud Connect for Marketing Cloud Engagement.

Troubleshoot Tracking

Review these options to investigate and troubleshoot tracking for email sends.

  • Confirm Sales or Service Cloud configuration tracking options.

    You can customize tracking preferences in the Sales or Service Cloud within the Marketing Cloud Connect configuration page. We recommend setting the tracking frequency to hourly and the number of days to track at 90. You can override individual tracking configurations on each email send. Learn more about Tracking options.

  • Check Engagement tracking configuration.

    To ensure that the Salesforce system user and Marketing Cloud API user are set up and connected, follow the Connect the Clouds configuration steps.

  • Test emails to see if sends are using contacts or leads.

    Ensure that email recipients are pulled from a Salesforce campaign, report, contact, lead, or person account. Marketing Cloud Connect doesn’t support sends to objects other than Lead, Contact, or Person Account. If the email send is using a Salesforce data extension, ensure that the subscriber key is an 18-digit Contact or Lead ID.

  • Confirm that you’re using Marketing Cloud Connect

    Some tracking features aren’t available in earlier versions of Marketing Cloud Connect. To upgrade to Marketing Cloud Connect, speak with your account representative.

Email Send Is Stuck in a Send Queued Status or Failed with an Error Message

The send process was able to create a data extension, populate it with data, and create the user-initiated send definition. However, it failed to execute the send using that definition. You see an error message: Errors could not be resolved within 12 hours. There are a few possible causes:

  • The email didn’t pass validation, which prevents sending. Correct the validation issue and retry the send.
  • Ensure that the user initiating the send has API User selected on the user record in Engagement.
  • If the account is configured as scope-by-user, verify that the user initiating the send has permission to send within Engagement. This permission includes the ability to access and execute user-initiated emails.
  • Locate the send in the account. If the data extension for the send isn’t deleted due to retention policies, starting this email send definition in Engagement provides error details. Attempt this process only if it’s OK for the send to execute, because this test could result in the issue resolution and send execution.

Send Shows Failed Status with Creating Send Definition Error

If sending to a report, the Report is missing a field for Contact or Lead Id. To resolve this issue, update the report with the ID field for Lead or Contact.

Send Status Stuck at Processing Data with a Retried Data Retrieval Message

If your account is configured as scope-by-user, ensure that the user initiating the send has an updated password on the user record within Engagement. For example, if a connected user’s Sales Cloud password is updated, the Engagement password must also be updated.

In Sales or Service Cloud, navigate to Setup to customize the Lead and Contact fields by selecting Email Opt Out, Set Field-Level Security, and Visible to enable for all roles.

Email Doesn’t Send

Check these items. To further troubleshoot, log in as the Salesforce system user and try to view the report you’re sending to check data accessibility.

  • If sending to a report, ensure that the report includes the LeadID or ContactID field. The status remains Failed without these fields.
  • If sending to a report, check what it’s displaying under Show for the report. Filter records by criteria other than MY RECORDS. For example, My Leads data is not visible to the Salesforce system user.
  • Make sure that Email Opt Out isn’t selected for the subscriber in Sales or Service Cloud.
  • Make sure that the subscriber isn’t unsubscribed in Engagement.
  • Make sure that API User is selected on the Engagement user record. If it isn’t, the send status stays at Send Queued.

Error Sending Email Due to Name Length

Use 80 characters or less for the email name when sending through Marketing Cloud Connect.

Email Send Status Is Failed with Message

Sending emails from an email address that contains invalid characters, such as a plus sign + causes the email send status to fail with a message Error Creating Sender Profile. Use a different From Address to send the email.

Unable to Access Send Screen

You receive this error message No Send Classifications were found in the Marketing Cloud. Contact your system administrator. Check the following:

  • In Sales or Service Cloud, navigate to the Marketing Cloud Connect configuration page. Verify that the Send Types value is Email.
  • In Marketing Cloud Email Studio, confirm that the user is integrated by viewing the user record. Ensure that the Salesforce.com Status is set to Integrated and enter the Salesforce.com username.

Unable to Select an Email When Performing a Send

  • Verify that the Marketing Cloud API user has the correct permissions to be able to see emails
  • Certain versions of Internet Explorer, specifically IE11, causes this issue. Use a supported browser.
  • If you’re using Approvals, only approved emails are accessible in Sales Cloud.

Campaign Sending Not Enabled

You receive the message: Campaign sending not enabled. This Marketing Cloud integration is not configured to send to a campaign. Contact your system administrator. Check if the Send Marketing Cloud Email link is enabled for campaigns but it isn’t selected as a valid recipient type in the configuration. Use these options to resolve it.

  • Remove the link from campaigns. In Sales or Service Cloud, update campaign page layout by removing Send Marketing Cloud Email from the Custom Links section.
  • Allow sending to campaigns. Log in to Sales or Service Cloud as a Marketing Cloud Connect admin. Go to the Marketing Cloud configuration page and select Campaign for the Target Audience under the Sends section.

Unable to Select an Email When Performing a Send

  • Verify that the Marketing Cloud API user has the correct permissions to access emails.
  • Using certain versions of Internet Explorer, specifically IE11, causes this issue. Use a supported browser.

Integration Package Not Installed

You receive this message: Be advised, the integration package has not been installed in your Salesforce Org. Tracking data for this send is not pushed back to Salesforce. Check whether users aren’t correctly mapped across clouds. Review Manage Users to set up users correctly.

No Thumbnail Preview Display for Triggered Send

Thumbnail previews display only for triggered sends created with Content Builder after the 209 managed package release. Thumbnails don’t include a rendering of any personalization or AMPscript.

Concurrent Session Limit Policy and Individual Email Responses

If the Concurrent Session Limit setting is enabled within Transaction Security Policies in Sales or Service Cloud, it can affect activities that are active through Marketing Cloud Connect. Don’t enable this setting when using Marketing Cloud Connect.