If you are experiencing issues with Acoustic Campaign, review the following information.
Unable to view information below the main navigation bar in the IMC
When you log in to Acoustic Campaign and nothing displays below the main navigation bar, your browser cache might be full. Websites store pages in your browser's cache folder for faster loading. However, if your browser cache is full, it might affect performance.
Landing page does not load or an error message appears
When you go to Content > Landing Page, the landing page does not load properly. A white screen below the blue menu bar or an error message appears. Try refreshing the page and clearing the web browser's cache to see whether either step resolves the problem.
Preview image not updating
In some situations, especially involving reimporting a compressed file that contains an updated image that has the same file name and folder location, the preview tab might not display the updated image. However, the email body tab and any sent emails by using the updated template display the new image without issue. This can be caused by image caching.
When you go to a web page, the browser saves pieces of the site because the browser can display the files that are stored in its cache much faster than it can pull fresh files from a server. When you clear your cache, you can display a web page and everything is downloaded as new. Due to regular changes to features such as images in templates or new layout that is applied to the platform, this kind of issues are mostly related to cache.
Acoustic Campaign is performing slowly
If the issue is related to the list of templates or list of sent emails that take a while to download, try creating folders to reduce loading time. You can create sub-folders in the database, query and contact list areas.
If the issue persists, run a Pathping test (trace route) to ensure that no bottlenecks exist between your computer and the server. It is possible that this issue needs to be addressed by your internal IT team.
Error messages such as "An unexpected error has occurred..."
Check the following:
Are you using a supported browser and up-to-date version?
- Firefox: Click Help in the menu bar or press Alt + H. In the drop-down menu, click About Mozilla Firefox
- Chrome: Open Google Chrome. Press Shift + Alt + T to access the toolbar, then use the left and right arrow keys icon and select the Spanner menu icon (the tooltip says Customize and control Google Chrome), and then click the Enter. In the drop-down menu, click About Google Chrome.
- Internet Explorer 11 (IE11): Open Internet Explorer. Click the gear icon. Then, click About Internet Explorer.
Clear the browser's cache
- Refer to your respective browser's documentation on how to clear its cache, but by using the keyboard shortcut CTRL + Shift + Delete opens the Browsing History pane in Firefox or Chrome.
- Clear only the Temporary Internet Files or cache.
- Restart your browser.
- Use Incognito/private mode to test
- Alternatively use incognito mode (Chrome Ctrl+Shift+N) or private window (Firefox Ctrl+Shift+P) to allow quick tests without clearing cache or disabling add-ons.
- Unable to access certain features such as hyperlinks or email template contents from your local network. Try a different network connection if the Org has no IP restrictions enabled. If that resolves the issue, this might be related to security restrictions set on your local network. You can contact your internal IT team for further information on the issue.
If the preceding suggestions do not resolve your issue, contact Client Support for further assistance.