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. Like a website, Acoustic Campaign stores pages in your browser's cache folder for faster loading. However, if your browser cache is full, it might affect performance.
To resolve this, clear your browser cache.
If the preceding suggestion do not work, contact client support for further assistance.
- Refer to your respective browser's documentation on how to do this. However, using the keyboard shortcut CTRL + Shift + Delete opens Browsing History in IE, Firefox, and Chrome.
- Clear only the temporary internet files or cache.
- Restart your browser.
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.
Note: You might need to ask your local IT department to run this test from your machine if you do not have the administration privileges to do so.
- Click Start/Run.
- In the text box, enter CMD and press Enter. You are presented with a black screen with white text.
- Type in the following exactly as written:
X= the Pod Number that you use and can find out from the URL when you are logged in to Acoustic Campaign. For example:
- Press Enter. You might have to wait up to 15 minutes for the process to complete.
Understanding the results
- The first half of the results is a trace route and lists the 'hops' for each stage that is taken for information to be passed from your PC to our servers.
- However, the second section provides a lot more information. First, it lists the hop number and then follows with RTT - This is the calculated number of milliseconds taken to reach the hop. Anything below 100 ms is acceptable with today's technology. Anything over 100 could indicate possible problems.
- Source to here lost/sent is in relation to packet drops. The lower the value the better (0 is best). If you see high packet loss, then there it indicates that there is a possible fault along the route.
- This node/link lost/sent is in relation to the Node within the hop that is responsible for moving your request on to the next node. This will tell you how many packets are dropped (if any) at this point and could indicate a possible fault.
- Use this link to understand the pathping results.
Relates to the forwarding path. In other words the link between 1 router to another.
Where you see an IP address that is listed, this is an actual router.
Armed with this information, you can then request your local IT to find out who owns the relevant Routers that are either dropping packets upon receipt or dropping packets when forwarding and work with your Internet Service Provider to see if they can bypass these routers if possible.
- The last few hops (3 - 4) will probably relate to Acoustic Campaign. If you see that any issues here then create a support ticket and include your results.
- To copy from the command window go to the top left corner of the window, you will find an icon that is black with
C:\in white text. Click this once and go to Edit and choose Select All.
- Click the icon again, go to Edit, and choose Copy.
- Now paste the information into text document and attach to your support request.
- The first few hops are directly related to your network. Values here should be low so if you see anything higher than 10 ms then you need to get your local IT to investigate and especially so if you see any packet loss-related entries in the first 2 or 3 hops.
- The hops in between relate the internet in general. Any latency (high values in ms) or any packet loss would mean that your Local IT needs to contact your internet provider to investigate.
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.