1046686 - emails sent to mozillians not received by some recipients

Status: RESOLVED INVALID

(Participation Infrastructure :: Phonebook, defect)

Description

[Sebastian Hengst [:aryx] (needinfo me if it's about an intermittent or backout)]

From the past emails sent to the Mozillians (application for Grow 2014 in Tunis, Town Hall meeting, maybe more?), some people and I haven't received them.

Community member ltedone (CCed) also hasn't received any of them. From the Germany community, there also members who didn't receive them.

Comment 1

[Ed Lim [:limed]]

I will need the following information

- Time and date of when the email was sent
- From address
- The message ID from the headers.

Comment 2

[Ed Lim [:limed]]

Also note that the Grow mozilla email does not originate from a mozilla server and thus is out of our control. The email comes exacttarget.com which appears to be a mass marketing email service which we have no control over, so if members of the community do not get access to those emails I can't control that since its not servers that we control nor do we have logs that we can look to figure out whats going on.

Comment 3

[Hagen Halbach [:Fux]]

Attachment: last x mails reached me

There is a screenshot of the mails until the last mail from 11 Jun 2014.

Comment 4

[Nigel Babu [:nigelb]]

Details of the emails I've got.

From: "Mozilla" <[e-mail]>
Date: Tue, 29 Jul 2014 11:15:05 -0600
Message-ID: <[e-mail]>

From: "Mozilla" <[e-mail]>
Date: Wed, 30 Jul 2014 21:56:03 -0600
Message-ID: <[e-mail]>

Comment 5

[david garvey:dgarvey]

Any resolution to this? I think Ed is sleeping now.

Comment 6

[:Atoll]

This deliverability issue for Mozillians emails involves a third-party provider that IT is not involved with, 'ExactTarget'. As such, there is little we can do to further assist here.

I'm transferring this bug to the Mozillians bugzilla queue [1] so they can assist you further in reaching out to the vendor about these issues.

[1] per the 'File bugs' link at https://wiki.mozilla.org/Mozillians#Get_Involved

Comment 7

[Ed Lim [:limed]]

Adding relevant folks to bug CC

Comment 8

[William Reynolds [:williamr]]

Jess, is this a duplicate of the investigation efforts in bug 1048940?

Comment 9

[Jessilyn Davis]

Given that the last mail that was received by this individual was 11 Jun 2014 - there is a very strong liklihood that it's the same bug.

Comment 10

[William Reynolds [:williamr]]

Once bug 1048940 is resolved, we'll know why the emails are not being received. We'll do our best to re-add anyone that was accidentally unsubscribed.

Comment 11

[Hagen Halbach [:Fux]]

Attachment: Screenshot: Manage your Newsletter Subscriptions

I checked my subscriptions and the newsletter "Mozillians" is missing now.

Comment 12

[Giorgos Logiotatidis [:giorgos]]

I checked newsletter subscriptions of Fux and ltedone. I can verify that Fux is not subscribed but ltedone _is_ subscribed to the newsletter. 

Jess is there a way to follow the updates on a specific token, so we can check when and if ltedone was unsubscribed and re-subscribed again?

Comment 13

[Jessilyn Davis]

We do not have a way to follow updates on a specific token within ExactTarget. I'm unsure if basket has the infra set up to check retroactively, or could be set up to debug/watch for this issue if it were to recur again. Pmac - can you help shed some light on the types of API call logging we have? (I know some, but do not know all)


There is a date flag for the Mozillians subscription flag (MOZILLA_PHONE_DATE) that is theoretically updated when the subscription flag is updated (MOZILLA_PHONE_FLG) - but it relies on that date field being passed through as part of the API call (it's not an automatic thing inside of ExactTarget). I can look at these 2 records to see if what the date field is currently, but it will not tell us if it was Y to N or N to Y - it's just the last time that an API call was made that changed the Flag and changed the date field. We do not have any tracking on when/where a record's flag was updated. Does that make sense?

If it would be helpful to see the fields for Fux and ltedone that are currently in our email system, please send me their email addresses directly and I'll take a look and see if it gives us any clues.

Comment 14

[Paul [:pmac] McLanahan]

I agree with Jess that the only record we keep of when subscriptions happen is the *_DATE fields in Exact Target, and they only record when the last thing happened for that newsletter. I believe it should be accurate though, so if it's recent and Y then we can infer that it was "N" before that for a period of time.

Comment 15

[Giorgos Logiotatidis [:giorgos]]

(In reply to Jessilyn Davis from comment #13)
> If it would be helpful to see the fields for Fux and ltedone that are
> currently in our email system, please send me their email addresses directly
> and I'll take a look and see if it gives us any clues.

Done! BTW you can find email address on mozillian's profile pages in case you want to search for more emails.

Comment 16

[Jessilyn Davis]

Just had a moment to dive into ExactTarget w/ the 2 mozillians email addresses to compare. Attached is a csv so you can compare too  (I've removed their email address and token fields and replaced it with their names to protect privacy).

The items that stood out to me:

fux:
MOZILLA_PHONE_FLG N	
MOZILLA_PHONE_DATE 6/12/14 0:00

ltedone:
MOZILLA_PHONE_FLG Y	
MOZILLA_PHONE_DATE 6/12/14 0:00

You can see that both of their FLG dates were updated on June 12, during the timeframe of weirdness (June 11-13). 

I don't *think* that their date fields would update if their flag had stayed the same, pmac - can you confirm basket's logic?

If basket has this logic, it can be assumed that fux was subscribed to the newsletter before, and ltedone was not, and somehow on June 12th their flags were updated.


FWIW, ltedone's MOZILLA_AND_YOU_DATE also changed on 6/12/14 0:00 and the status field is currently N for this field.

Comment 17

[Jessilyn Davis]

Attachment: Bug_1046686_subscription_investigation.xlsx

Comment 18

[Paul [:pmac] McLanahan]

(In reply to Jessilyn Davis from comment #16)
> I don't *think* that their date fields would update if their flag had stayed
> the same, pmac - can you confirm basket's logic?

Correct. The date should not have been set if the value of the flag did not change.

Comment 19

[[:philipp]]

any updates on this?

Comment 20

[Greg Cox [:gcox]]

This is an issue specific to mozillians, which is decom'ed.
If this is found to pertain to people.mozilla.org then please open a new issue.