Mailing log — errors and troubleshooting

Description

When a mailing is launched, the platform runs a series of checks: validates settings, loads entities (databases, segments, templates), and processes the content templates. If a problem occurs at any stage, the mailing stops and an error appears in the log.

This article groups mailing log errors by their cause. Each group has a single troubleshooting approach — errors with the same solution are combined to avoid repeating the same steps for every key.

Where to view the mailing log

The mailing log is available on the mailing page in the Mailing settings block — the log button is in the upper right corner of the block. The log fills in when the mailing starts (including test sends): it shows the preparation stages, sending progress, and any errors that occurred.

Errors by category

Content templating error

Cause: the message template has a syntax error — an invalid placeholder, an unclosed tag, or an incorrect templating operator.

How to fix:

1. Open the message template and fix the variable syntax — placeholders must be written correctly (for example, {lead._fname}).
2. Make sure the loop operator {.} is used only inside loop blocks.
3. Check the HTML markup for unclosed tags.
4. If AMP content is used, make sure the AMP-HTML is valid.
5. Save the template and run the mailing again.

Errors in this group:

Error key	Message
ERR_PARSE_HTML_CONTENT	HTML content templating error
ERR_PARSE_TEXT_CONTENT	Text content templating error
ERR_PARSE_SMS_CONTENT	SMS content templating error
ERR_PARSE_MSG_SUBJECT_CONTENT	Message subject templating error
ERR_PARSE_SUBJECT_CONTENT	Mailing subject templating error
ERR_PARSE_MSG_FROM_EMAIL_CONTENT	Message from email templating error
ERR_PARSE_MSG_FROM_NAME_CONTENT	Message from name templating error
ERR_PARSE_MSG_REPLY_TO_EMAIL_CONTENT	Message reply-to email templating error
ERR_PARSE_MSG_REPLY_TO_NAME_CONTENT	Message reply-to name templating error
ERR_PARSE_CAMP_FROM_EMAIL_CONTENT	Mailing from email templating error
ERR_PARSE_CAMP_FROM_NAME_CONTENT	Mailing from name templating error
ERR_PARSE_CAMP_REPLY_TO_EMAIL_CONTENT	Mailing reply-to email templating error
ERR_PARSE_CAMP_REPLY_TO_NAME_CONTENT	Mailing reply-to name templating error
ERR_PARSE_RESOURCE_FROM_EMAIL_CONTENT	Resource from email templating error
ERR_PARSE_RESOURCE_FROM_NAME_CONTENT	Resource from name templating error
ERR_PARSE_RESOURCE_REPLY_TO_EMAIL_CONTENT	Resource reply-to email templating error
ERR_PARSE_RESOURCE_REPLY_TO_NAME_CONTENT	Resource reply-to name templating error
ERR_PARSE_PUSH_BODY_CONTENT	Push body templating error
ERR_PARSE_PUSH_TITLE_CONTENT	Push title templating error
ERR_PARSE_PUSH_ICON_CONTENT	Push icon templating error
ERR_PARSE_PUSH_CLICKURL_CONTENT	Push link templating error
ERR_PARSE_PUSH_CUSTOMJSON_CONTENT	Custom JSON templating error in push message
ERR_PARSE_AMP_CONTENT	AMP content templating error
ERR_PARSE_SITE_CONTENT	Site content templating error
ERR_PARSE_JSON_URL_CONTENT	JSON request URL templating error
ERR_PARSE_FORM_ACTIONS	Form templating error
ERR_PARSE_LOYALTY_ACTIONS	Loyalty templating error
ERR_PARSE_RELATION_ACTIONS	Relation templating error
ERR_PARSE_CAMP_ATTACH_CONTENT	Failed to substitute variables in the attached file name/content
ERR_UNSUBSCRIBE_NOT_EXIST	Unsubscribe link not found in the message body
ERR_PARSE_POINT_CONTENT	Restricted {.} operator found outside of a loop
ERR_CSS_INLINE	Failed to inline CSS — styles will not be embedded into the email

tip

The part of the key after ERR_PARSE_ indicates the affected field: subject, body, from email, reply-to, etc.

Read more about templates and variables: Altcraft Variables and Functions.

Custom channel error (fields, settings, bindings)

Cause: the custom channel settings are invalid — required fields are missing, or the bound entities are unavailable.

How to fix:

1. Check the custom channel settings in the mailing and fill in all required fields.
2. Check that the bound entities (resources, forms) exist and have not been deleted.
3. If a resource is used, make sure it has options configured for the required sending type (email, SMS, push, custom channel).

Errors in this group:

Error key	Message
ERR_CANT_PREPARE_CHANNEL_FIELDS	Failed to prepare the custom channel fields
ERR_CHECK_CUSTOM_CHANNELS_CAMP_FIELDS	Invalid custom channel fields
ERR_CHECK_CUSTOM_CHANNELS_RESOURCE_FIELDS	Required fields for the custom channel are missing in the resource
ERR_CAMPAIGN_GET_EXTERNAL_ENTITIES	Error processing custom channel fields with bound entities in mailings
ERR_MESSAGE_GET_EXTERNAL_ENTITIES	Error processing custom channel fields with bound entities in messages
ERR_UPDATE_TEMPLATE_FIELDS	Failed to update the custom channel template fields
ERR_VALIDATE_CHANNEL_ACCOUNT_FIELDS	Failed to validate the custom channel settings in the account
RESOURCE_WITHOUT_EMAIL_OPTIONS	The specified resource has no email options
RESOURCE_WITHOUT_PUSH_OPTIONS	The specified resource has no push options
RESOURCE_WITHOUT_SMS_OPTIONS	The specified resource has no SMS options
RESOURCE_WITHOUT_CUSTOM_CHANNEL_OPTIONS	The specified resource has no custom channel options

Read more about custom channel setup: Custom Channels.

File or attachment loading error

Cause: the custom channel template file is not loaded or cannot be read, or the attached files are invalid, empty, exceed the size limit, or cannot be compressed.

How to fix:

1. Make sure the attached files are not empty and do not exceed the total size limit.
2. Try re-uploading the files if they are corrupted.
3. (For custom channel errors) Check that the custom channel template file is loaded and available.

Errors in this group:

Error key	Message
ERR_LOAD_CUSTOM_FILE	Custom channel file loading error
ERR_READ_CUSTOM_FILE	Error reading the custom channel template file
ERR_GET_CAMP_ATTACH_CONTENT	Error getting the attached files
ERR_CAMP_ATTACH_FILES_SUM_SIZE	Total attached files size exceeded
ERR_CAMP_INVALID_ATTACH	Invalid or empty attached files
ERR_CAMP_ATTACH_COMPRESS_FAILED	Failed to compress the mailing attached file

Channel, sender or SMS gateway error

Cause: the SMTP sender is not initialized, the SMS gateway does not support the template content type, the template message (HSM) is outdated, or the Viber*™ connection is missing.

How to fix:

1. Check that the correct virtual sender is selected in the mailing settings. Real senders are configured by the platform administrator — users do not have direct access to them.
2. Check the SMS gateway connection in Settings — Connections. If the gateway does not support the template content type (for example, Unicode), select another gateway or change the content.
3. If WhatsApp* is used, check the template message (HSM) — its version in the platform may be outdated.
4. Check that the Viber*™ connection exists in the account integrations.

Errors in this group:

Error key	Message
ERR_INIT_SENDER	Sender initialization error
ERR_NOT_SUPPORTED_IN_DEVINO	The Devino SMS gateway does not support the content type used in the template
ERR_NOT_SUPPORTED_IN_MTS	The MTS SMS gateway does not support the content type used in the template
ERR_NOT_SUPPORTED_IN_SMS_TRAFFIC	The SMS Traffic gateway does not support the content type used in the template
ERR_NOT_SUPPORTED_IN_RAPPORTO	The Rapporto SMS gateway does not support the content type used in the template
ERR_HSM_OBSOLETE	The template message (HSM) in the platform is outdated
ERR_HSM_CHECK	Unable to check the template message (HSM) relevance in the platform
ERROR_VIBER_CONNECTION_NOT_FOUND_IN_INTEGRATION	Viber*™ connection not found in the integration

Read more about channel setup: SMS channel, Viber*™, Connections.

Data source or audience error

Cause: the data source is not found, its type is not recognized, the database or segment is deleted, the SQL query is invalid, or the segment contains no profiles.

How to fix:

1. Check that the database, segment or SQL query exists and has not been deleted.
2. Make sure read access to the segment data is granted.
3. Check that the segment returns profiles — if the audience is empty, the mailing will not start.
4. If timezone filtering is used, make sure at least one profile matches the selected timezones.
5. Check the profile field structure — it must match the database schema.
6. If an SQL query is used, make sure the syntax is correct and all tables exist.

Errors in this group:

Error key	Message
ERR_BAD_DATA_ID	Data source unavailable
ERR_BAD_DATA_TYPE	Unknown data source type
ERR_BAD_LIST_ID	Invalid profile database ID
ERR_LOAD_NON_DELETED_LIST	Profile database missing
ERR_LOAD_ONE_NON_DELETED_LIST	Profile database unavailable
ERR_LOAD_NON_DELETED_SEGMENT	No access to the segment data, check access rights
ERR_VALIDATE_NON_DELETED_SEGMENT	Invalid segment structure
ERR_NO_PROFILES_IN_SOURCE	No profiles found in the source segment
ERR_NO_PROFILES_FOR_TIMEZONES	No profiles found for the selected timezones
ERR_INVALID_LEAD_FIELDS	Invalid subscriber fields passed
ERR_GET_LL_COUNTER	Error getting the precomputed profile count for the mailing
ERR_GET_CURSOR	Error getting the mailing cursor
ERR_LOAD_QUERIES	Error processing SQL query results
ERR_LOAD_NON_DELETED_QUERIES	Data table query unavailable
ERR_QUERY_PREPARE	Failed to prepare the SQL query for execution
ERR_PARSE_QUERY_RAW	SQL query parsing error

Read more: Segmentation, Managing databases, Managing Data Tables.

Empty content or missing required fields

Cause: the content of the selected type (email/SMS/push) is not filled in, or the required sender fields are not specified.

How to fix:

1. Open the template and fill in the content for the selected channel: HTML body, text version and subject for email; text for SMS; body and title for push.
2. Check that the sender address (From email) is specified — it is set at the mailing, message or resource level.
3. Make sure the sender name (From name) for email or Caller ID for SMS is specified.

Errors in this group:

Error key	Message
ERR_EMPTY_CONTENT	No content of the required type
ERR_LOAD_EMPTY_CONTENT	The message content is empty
ERR_EMPTY_SOME_EMAIL_CONTENT	Part of the email content is missing
ERR_EMPTY_SOME_PUSH_CONTENT	Part of the push content is missing
ERR_EMPTY_SOME_SMS_CONTENT	Part of the SMS content is missing
ERR_ALL_EMPTY_FROM_EMAIL	Sender address not specified
ERR_ALL_EMPTY_FROM_NAME	Sender name not specified
ERR_ALL_EMPTY_CALLER_ID	Caller ID not specified

Read more about filling in templates: Email template, SMS template, Push template.

Message template or fragment unavailable

Cause: the message template or template fragment has been deleted or is unavailable.

How to fix:

1. Check that the message template exists and has not been deleted.
2. If fragments are used, make sure all of them exist and have not been deleted.

Errors in this group:

Error key	Message
ERR_LOAD_NON_DELETED_MESSAGE	Failed to load the template: it may have been deleted
ERR_LOAD_NON_DELETED_FRAGMENT	Fragment unavailable

Read more about message templates: Message templates.

Resource, channel, form or connector unavailable

Cause: an entity referenced by the mailing (resource, channel, form, connector, placement) has been deleted or is unavailable. A relation is a link between two profiles in a database (for example, "employee — company") that can be used in a message template. A placement is a trigger placement that a trigger mailing is bound to.

How to fix:

1. Check that the resource specified in the mailing exists and has not been deleted.
2. Make sure the channel exists and is active.
3. If the mailing uses a form, check that the form has not been deleted.
4. For trigger mailings, check that the placements exist and are available.
5. Check that the connectors (links between entities) are active.
6. If the message template uses a relation between profiles, check that the relation exists.

Errors in this group:

Error key	Message
ERR_LOAD_RESOURCE	Resource loading error
ERR_RESOURCE_IS_MISSING	Sending error without a resource
ERR_GET_CHANNEL	Error getting channel data
ERR_READ_CHANNEL	Failed to read the channel data when processing a placement
ERR_LOAD_CONNECTORS	Connector loading error
ERR_LOAD_FORM	Form unavailable
ERR_LOAD_RELATION	Relation unavailable
ERR_READ_PLACEMENTS	Placements reading error
ERR_READ_PLACEMENT	Failed to read the placement

Suppression list error

Cause: the suppression list has been deleted or is unavailable, or the platform cannot count the addresses/numbers/domains in it.

How to fix:

1. Check that the suppression lists (global, database or message) exist and have not been deleted.
2. Make sure the global suppression list is available.
3. If the error persists after checking the lists, contact technical support.

Errors in this group:

Error key	Message
ERR_LOAD_GLOBAL_SUPPRESS	Unable to load the global suppression list
ERR_LOAD_ONE_NON_DELETED_MESSAGE_SUPPRESS	Suppression list loading error
ERR_LOAD_ONE_NOT_DELETED_LIST_SUPPRESS	Suppression list unavailable
ERR_COUNT_GLOBAL_SUPPRESS_EMAILS	Error counting emails in the global suppression list
ERR_COUNT_GLOBAL_SUPPRESS_PHONES	Error counting phone numbers in the global suppression list
ERR_COUNT_GLOBAL_SUPPRESS_DOMAINS	Error counting domains in the global suppression list
ERR_COUNT_LIST_SUPPRESS_EMAILS	Error counting emails in the database suppression list
ERR_COUNT_LIST_SUPPRESS_PHONES	Error counting phone numbers in the database suppression list
ERR_COUNT_LIST_SUPPRESS_DOMAINS	Error counting domains in the database suppression list
ERR_COUNT_MESSAGE_SUPPRESS_EMAILS	Error counting emails in the message suppression list
ERR_COUNT_MESSAGE_SUPPRESS_PHONES	Error counting phone numbers in the message suppression list
ERR_COUNT_MESSAGE_SUPPRESS_DOMAINS	Error counting domains in the message suppression list
ERR_PRECHECK_TARIF_LIMIT	Tariff calculation error

Read more about suppression lists: Suppression lists.

VK Notify template error

Cause: the VK Notify connection is unavailable, or the template (regular or base) has not passed the correctness check or is outdated.

How to fix:

1. If the error is about the connection, make sure the VK Notify integration is configured and the account is connected.
2. If the error is about the template, contact technical support — users do not have access to the VK Notify system templates.

Errors in this group:

Error key	Message
ERR_NOTIFY_TEMPLATE_CHECK	Failed to check the VK Notify template for correctness
ERR_ NOTIFY_CHECK	Failed to check the connection to VK Notify
ERR_NOTIFY_TEMPLATE_OBSOLETE	The VK Notify template is outdated
ERR_BASE_TEMPLATE_CHECK	Failed to check whether the VK Notify base template has been updated
ERR_BASE_TEMPLATE_OBSOLETE	The VK Notify base template is outdated

ERR_ NOTIFY_CHECK — checking the connection to VK Notify. ERR_NOTIFY_TEMPLATE_CHECK — checking the message template. ERR_BASE_TEMPLATE_CHECK / ERR_BASE_TEMPLATE_OBSOLETE — checking the VK Notify base template: the platform compares the saved copy with the current template in VKontakte; if the base template has changed, the mailing must be updated.

Multivariate test error

Cause: the multivariate test cannot continue: the waiting period has not elapsed, the winner has not been selected, or an unknown test type is specified.

How to fix:

1. If the test is paused, wait for the waiting period between waves to end.
2. If a manual winner selection is required, open the multivariate test settings and select the winner.
3. Check that the multivariate test type is correct.

Errors in this group:

Error key	Message
ERR_SPLIT_WAIT_TIME	Waiting time has not elapsed
ERR_SPLIT_NO_MANUAL_WINNER	Winner template not selected
ERR_CHOISE_WIN_MSG	Winner template not selected
ERR_BAD_SPLITTEST_TYPE	Invalid multivariate test type

Read more about multivariate testing: Multivariate testing.

Timezone data loading error

Cause: the platform cannot load the timezone map or the account timezone.

How to fix:

1. Check that the account timezone is set correctly.
2. If the error persists, contact technical support.

Errors in this group:

Error key	Message
ERR_GET_TZ_INFO_MAP	Error getting the timezone map
ERR_GET_TZ_OFFSET_MAP	Failed to load the timezone offset map
ERR_LOAD_ACCOUNT_TIMEZONE	Failed to load the account timezone

Cron scheduler error

Cause: failed to create or delete a cron job for a scheduled or recurring mailing.

How to fix:

1. Check that the mailing start time is set correctly.
2. If the error persists, contact technical support.

Errors in this group:

Error key	Message
ERR_CRONTAB_NEW	Cron job creation error
ERR_CRONTAB_REMOVE	Failed to delete the schedule

Read more about launch scheduling: Mailing schedule.

Sending policy unavailable or violated

Cause: the sending policy attached to the mailing is not found, or the mailing violates a policy rule (time or frequency restriction).

How to fix:

1. Check that the sending policy exists and is attached to the mailing.
2. If the mailing violates the policy, change the settings (sending time, frequency) or ask the administrator to adjust the policy.

Errors in this group:

Error key	Message
ERR_LOAD_POLICY	Sending policy unavailable
ERR_POLICY_RULE_OFFENCE	Sending is prohibited by the policy

Account not found or unavailable

Cause: the account is not found by ID or is inactive.

How to fix: Contact the platform administrator and check the account status.

Errors in this group:

Error key	Message
ERR_LOAD_ONE_ACTIVE_ACCOUNT	Account unavailable
ERR_CANNOT_FIND_ACCOUNT	Failed to find the account

Tariff limits or billing error

Cause: the tariff plan limit is exhausted, or the tariff data cannot be loaded.

How to fix:

1. Check the current tariff plan and remaining limits.
2. If the limit is exhausted, wait for the reset or upgrade the tariff.
3. If the calculation error persists, contact technical support.

Errors in this group:

Error key	Message
ERR_CANT_GET_TARIFF	Unable to get the account tariff information
ERR_TARIF_LIMIT	Tariff limit reached

Loyalty program unavailable

Cause: the loyalty program specified in the mailing is not found, is inactive, or is unavailable for promocode generation.

How to fix: Check that the loyalty program exists, is active, and is attached to the mailing.

Errors in this group:

Error key	Message
ERR_LOAD_ONE_ACTIVE_ACTUAL_LOYALTY	Unable to load the loyalty program
ERR_LOAD_ONE_PROMOCODE_LOYALTY	Loyalty program unavailable

Read more about loyalty programs and promo codes: Loyalty programs.

Account frozen

Cause: the account is frozen (debt, blocking). The mailing cannot start.

How to fix: Pay the debt or contact the administrator to unblock the account.

Errors in this group:

Error key	Message
ERR_ACC_FROZEN	Mailing start error: account is frozen

Template in draft status

Cause: the message template is in the "Draft" status. Sending is impossible.

How to fix: Publish the message template — change its status from "Draft" to "Published".

Errors in this group:

Error key	Message
ERR_MESSAGE_IS_DRAFT	The message template is marked as a draft

Read more about template statuses: Working with message templates.

Unsubscribe link missing in the template

Cause: the HTML template does not contain the unsubscribe link placeholder.

How to fix: Add the unsubscribe link placeholder to the HTML template.

Errors in this group:

Error key	Message
ERR_NO_UNSUB_LINK	No unsubscribe link in the template

Read more about subscription management: Subscription Manager.

Push notifications disabled

Cause: push notifications are disabled at the platform or account level.

How to fix: Contact the administrator to enable push notifications.

Errors in this group:

Error key	Message
ERR_PUSHES_IS_DISABLED	Push notifications disabled

Read more about the push channel: Push Channel.

Invalid JSON in the push message template

Cause: after variable substitution, the JSON in the push message turned out to be invalid.

How to fix: Check the JSON in the push message settings — after variable substitution, the result must be valid JSON.

Errors in this group:

Error key	Message
ERR_MARSHAL_PUSH_CUSTOMJSON_CONTENT	Error generating JSON in the push message

Too many tracking pixels in the template

Cause: too many tracking pixels are specified in the template.

How to fix: Reduce the number of tracking pixels in the template.

Errors in this group:

Error key	Message
ERR_MANY_PIXELS	Too many pixels!

Read more about pixels: Pixels.

Link processing error (tracking)

Cause: failed to process a link in the content (for example, for tracking).

How to fix: Check the links in the template — they must be correct and reachable.

Errors in this group:

Error key	Message
ERR_LINK_PROCESSING	Failed to process the link

Read more: How email tracking works.

Placement trigger deactivation error

Cause: failed to deactivate the placement trigger when the mailing finished.

How to fix: Contact technical support.

Errors in this group:

Error key	Message
ERR_DEACTIVATE_PLACEMENT_TRIGGER	Placement trigger deactivation error

Read more: Trigger mailing, Placement mailing.

Global control group settings error

Cause: failed to get the ignore settings in the Global control group.

How to fix: Contact technical support.

Errors in this group:

Error key	Message
ERR_GET_IGNORE_GCG_SETTINGS	Failed to get the ignore settings in the Global control group

Read more: Global control groups.

Platform system errors

The errors below relate to internal platform processes and do not depend on the mailing settings. Contact technical support if they appear.

Errors in this group:

Error key	Message
ERR_BAD_CAMPAIGN_TYPE	Unknown mailing type
ERR_SAVE_CAMPAIGN	Mailing save error
ERR_GET_CAMPAIGN	Error getting the mailing data
ERR_FAILED_START_PUBLISHER	Publisher initialization error
ERR_FAILED_GET_PUSH_TEMPLATES	Failed to get the push templates
ERR_FORCE_REGEN_OFF	Error disabling the forced preview generation
ERR_LOAD_ALL_NON_DELETED_VSENDERS	Virtual senders unavailable
ERROR	Error

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* Viber™ is a trademark of Rakuten Group, Inc. Blocked in the Russian Federation.