Emails: Unable to Send, Failed Send. Data Extension: Error or Equal to 0 [1]
When faced with a failed send, a send to 0, or failed Data Extension, review the items below. Often, the root cause is something over which you have control rather than a systemic failure in Salesforce or Marketing Cloud. If there is an outage or broad issue, users will be notified as soon as possible.
Quick Troubleshooting
There are two quick tips to identify the two most common areas where issues arise. If both tests below do not raise any red flags, follow the entire list of potential issues outlined below.
- Send the user the Report and ask them to send a screenshot. If it shows 0 records or 'Insufficient Permissions' the eComm specialist didn't share/save properly.
- See Salesforce: Confirm User Access below.
- Send a test in 'Preview & Test' [3]. If you are unable to send and instead get a large error message, this confirms the issue is due to the email content.
- See Marketing Cloud: Email Content below.
Salesforce: Confirm Access
Marketing Cloud: Email Content
Marketing Cloud: Data Extension
If you have reviewed all of the items above and your user’s sends are still failing, have an eComm Specialist try to send to get it out the door and submit a ticket [4] to troubleshoot before the user's next send. Please provide Business Unit MID, Failed Send ID, Username of Sender, and other relevant details.
DENY SEND If a user can't find the 'Send' button in Marketing Cloud, they probably do not have access to send emails [5]. Users are granted access to send emails once they have completed a short verification quiz during onboarding, to be completed within 60 days of getting access.