Large Number of Bounces - Any Field that Shows Why?

Forum|Forum|8 years ago
January 19, 2018
5 replies
105 views

A recent send had an astonishingly large number of bounces. Any reporting field that would help me understand what may be happening?

journey orchestrator

Best answer by jeffrey_dasilva

Hi Elizabeth,

There was an Email Service Impact Incident report that went out from Gainsight today which I have copied below. We did not see any issues for the emails that went out the morning of Jan 17 and 18 but this morning we have about double the number of email bounces than usual. The previous time this occurred Gainsight Support instructed us to use Email Validator to remove emails from blacklist that had proofpoint in the error message then resend the emails. You can reach out to Support to confirm if you should take the same steps if you find this to be the issue. Here is Incident report:

New Incident Status: Monitoring

We have identified higher bounce rates on emails sent using
Gainsight Email Services (CoPilot/Cockpit) for some customers that have
recipients using Proofpoint for Mail Security (Dynamic Reputation). The root
cause was identified to be a false positive in blacklisting of an IP address
at Proofpoint and is now resolved.

Some of the emails sent between January 17th and 18th might have bounced and
may require customers to resend.

Please contact support@gainsight.com
if you have any questions.

britton_walker

Helper ⭐️

You should have a standard MDA object called "Email Logs" that contains data about each email sent out through a standard outreach. The "Event Message" field on that object will usually give you a code/reason as to why the specific email bounced. The message may not always give a full explanation, but it does give you at least a starting point for troubleshooting.

jeffrey_dasilvaAnswer

Helper ⭐️⭐️

Hi Elizabeth,

There was an Email Service Impact Incident report that went out from Gainsight today which I have copied below. We did not see any issues for the emails that went out the morning of Jan 17 and 18 but this morning we have about double the number of email bounces than usual. The previous time this occurred Gainsight Support instructed us to use Email Validator to remove emails from blacklist that had proofpoint in the error message then resend the emails. You can reach out to Support to confirm if you should take the same steps if you find this to be the issue. Here is Incident report:

New Incident Status: Monitoring

We have identified higher bounce rates on emails sent using
Gainsight Email Services (CoPilot/Cockpit) for some customers that have
recipients using Proofpoint for Mail Security (Dynamic Reputation). The root
cause was identified to be a false positive in blacklisting of an IP address
at Proofpoint and is now resolved.

Some of the emails sent between January 17th and 18th might have bounced and
may require customers to resend.

Please contact support@gainsight.com
if you have any questions.

dan_ahrens

Expert ⭐️⭐️⭐️

To add to Jeff's post - you can get real time status updates here: https://status.gainsight.com/.

You can also subscribe to updates so you'll be emailed for any planned maintenance or outage events.

VP of Customer Success at Forcepoint