Pushpage delivery issues to aol addresses?

Lauren Marcus Eisenberg

We discovered today that a number of recent Pushpages aren't getting to folks with aol email addresses. Anyone else have this issue?

Scott Chrysler

@Lauren Marcus Eisenberg - I just looked at our bounce list, which has been clean, and it is filled with bounces from aol and yahoo addresses. They all have the following reason:

[Message Expired] Exceeded MaxAttempts - 421 4.7.0 [TSS04] Messages from <IP ADDRESS> temporarily deferred due to unexpected volume or user complaints - 4.16.55.1; see https://postmaster.yahooinc.com/error-codes

Lauren Marcus Eisenberg

@Scott Chrysler Appreciate that… in this instance, we have zero bounces! Sounds preposterous, but we are a tight K-12 community and I keep a mightly clean database.

Nancy Kierstead

@Scott Chrysler I just looked at our bounce list and we are seeing the same thing. We usually have 0 bounces when we reach out to our parents and faculty. Monday we had a 15% bounce rate. Most of the email addresses are Yahoo.

Lauren Marcus Eisenberg

@Nancy Kierstead Are any Yahoo messages getting through or are they all showing as bounces?

Nancy Kierstead

@Lauren Marcus Eisenberg
All of them are showing as bounced emails. Mostly Yahoo, but some Verizon emails as well.

The emails are not marked as bad. The pushpage went out 9/25 at 10:01am. The bounces came back at 6pm the same day. We sent a pushpage to this exact distribution list a week ago (we send something every Monday) with zero bounces.

Description: [Message Expired] Exceeded MaxAttempts - 421 4.7.0 [TSS04] Messages from (IP Address) temporarily deferred due to unexpected volume or user complaints - 4.16.55.1; see https://postmaster.yahooinc.com/error-codes

I'm going to create a case.

Lindsey McColl

@Nancy Kierstead & @Lauren Marcus Eisenberg - What date did you experience the unexpected bounces? I'm wondering if there was sort of mass complaint/deliverability issue with Blackbaud/Pushpage emails across the board, because we had a similar issue this week.

We sent an email out on 9/26/23 and had 77 bounces (all for either yahoo or verizon addresses). But another email that we sent to the EXACT SAME LIST the following day, 9/27/23, had 0 bounces. All of our weekly newsletters sent - to the same list - prior to 9/26 had 0 bounces, as well. It was a very odd spike!

I'd be curious to know what you learn from Blackbaud if/when you open a case about the issue.

Nancy Kierstead

@Lindsey McColl

Our issue was 9/25.

I just looked spot-checked a number of our parents with AOL accounts. None of them opened the email, and we did not receive a bounce report similar to @Lauren Marcus Eisenberg . It may be in their SPAM folder.

Scott Chrysler

@Nancy Kierstead, @Lauren Marcus Eisenberg , @Lindsey McColl - Each division sends their weekly e-notes to families on Wednesdays. Our bounce list had been squeaky clean, except for two gmail over quota mailboxes. Two divisions sent a special announcement email Monday via the same distribution lists, and there we no bounces. We have no verizon addresses on our bounce list - just aol, yahoo, and ymail. I noticed one other bounce with a different domain, but the bounce message was the same as all the others and came from yahoo.

Nancy Kierstead

@Scott Chrysler @Lauren Marcus Eisenberg @Lindsey McColl I created a case with support and linked this community post. They are investigating. Case #019483030

Lauren Marcus Eisenberg

@Nancy Kierstead @Scott Chrysler @Lindsey McColl My BB Case is #019482354 - submitted about 24 hours ago. The latest update I received was “Defect, pending internal response” Sigh.

Scott Chrysler

@Lauren Marcus Eisenberg @Nancy Kierstead @Lindsey McColl - I opened our case around lunch time today - Case# 019483313. I am updating our case with your case numbers to hopefully encourage them to expedite a remedy.

Jessi Walters

@Lauren Marcus Eisenberg and others - thank you for reporting what you see to Support. I wanted to let you know that we have a team dedicated to communication delivery, and I confirmed they are looking into this issue. Your Support agent will follow up when they receive more information. If anyone else sees this problem, please contact Support so they can tie your case to the group and so you will be notified with updates. Thanks for your patience!

Lauren Marcus Eisenberg

@Jessi Walters Thanks for the update. Our communications team is eager to see the issue resolved as we rely on Pushpages!

Oona McKnight

@Lauren Marcus Eisenberg
We sent 2 pushpages on 9/26 and had all of the aol emails bounce back. But then sent another one on 9/27 to the same list with no bouncebacks. Frustrating! I submitted Case #019484266

Alden Parker

@Scott Chrysler
can i ask a question?

Scott Chrysler

@Alden Parker - Sure.

John Ronan

Can't WAIT to hear Alden's question.

?