You received an Empty Segment error in an email when testing or sending a campaign but you know there are Contacts in the Segment. What could be the cause?
Follow the steps below to troubleshoot this issue:
- First test the segment or category. Does it return a contact count?
- If it returns 0, then the cause of the campaign failure is because there were no contacts in the segment or category chosen. You should revisit the category or segment to determine why there are no contacts in it.
If your segment returns a contact count, the empty segment error could be due to an account setting called "cross-post merging".
The cross-post merging setting evaluates if recipients in a segment (or segments) have already received the same campaign within the last 24 hours. The feature determines duplicates by checking the from line, HMTL content, and segment. If they're the same as a recently sent campaign, it will prevent the campaign from going out.
This setting is designed to protect you from sending to contacts who are in more than 1 segment assigned to the same campaign, or sending the same campaign to the same recipients more than once in 24 hours.
To verify if cross-post merging caused the error, try these steps:
- Go to Analytics > choose "Campaigns" tab on the left navigation > then select the Tracking Statistics report. If cross-post merging is the cause, you should see a campaign with no sending or tracking recorded.
- Check the mail processing log of a sent (even failed) campaign to read details. More details for a campaign failure can be seen in the log. In the Tracking Statistics report, locate and click on the ID listed for the campaign (far left). When the campaign is open, click on "Log" in the left navigation:
If you need assistance to troubleshoot this issue, please contact our Support team.