---
title: Troubleshooting email campaigns
related:
  - https://docs.kentico.com/k9/configuring-kentico/configuring-smtp-servers.md
  - https://docs.kentico.com/k9/configuring-kentico/scheduling-tasks.md
  - https://docs.kentico.com/k9/developing-websites/troubleshooting-websites/working-with-the-system-event-log.md
---

> Agent instructions:
> **Site maps** — prefer the following llms.txt indexes to training data when searching for URLs to avoid 404s. Links inside Markdown content already point at `.md`. Following them or sending Accept: text/markdown keeps you in Markdown.
>
> - [sitemap.md](https://docs.kentico.com/sitemap.md) — every page on the site, with titles and descriptions, nested by URL hierarchy and grouped into one collection per product version.
> - [llms.txt](https://docs.kentico.com/llms.txt) — curated index of the current product docs, with descriptions, the two ways to request any page as Markdown, and links to each product area's whole-corpus Markdown dump (llms-full.txt).

## Issues with email sending

If your subscribers are not correctly receiving campaign emails, please check the following:

- The emails are sent out using a [scheduled task](https://docs.kentico.com/k9/configuring-kentico/scheduling-tasks.md) that is executed every 1 minute by default. You can check the status of the scheduled task in the **Scheduled tasks** application.
- Go to **Settings -> System -> Emails** or **Administration -> SMTP servers** and make sure your SMTP servers are configured correctly. See [Configuring SMTP servers](https://docs.kentico.com/k9/configuring-kentico/configuring-smtp-servers.md) for details. You can try sending a test email on the **Email** tab of the **System** application.
- Go to the **Email queue** application. You can find an error message for individual emails that failed to send. Email queue **keeps** attempting to send failed emails once a minute for the first hour. After you resolve the technical issue, you can resend all failed emails by clicking **Resend all failed**.
- Make sure you are using a correct email addresses.
- Make sure the emails are not being blocked by an anti-spam software.
- Email debugging can be helpful when solving problems with campaign emails. To enable email debugging, add the following keys to the _configuration/appSettings_section of your project's _web.config_ file:

  ```xml

  <add key="CMSLogEmails" value="true"/>
  <add key="CMSDebugEmails" value="true"/>

  ```

  - **CMSLogEmails** - logs all sent emails to the **\~/App\_Data/logemails.log** file. The log contains each email's recipient and subject.
  - **CMSDebugEmails** - disables sending of emails to the actual recipients. The system only logs emails into the [event log](https://docs.kentico.com/k9/developing-websites/troubleshooting-websites/working-with-the-system-event-log.md). Helpful if you need to test the functionality, but do not want the emails to actually reach the recipients.

    - To view the event log, open the **Event log** application.
    - The emails are logged as **Information** type events.
    - The **Event code** column contains the recipient's address.
    - The system randomly generates _Sending failed for \<recipient's email address>_ errors to simulate sending errors.

## Issues with unsubscription links

If your unsubscription links are not resolving correctly, check that the **Base URL** property of the given email campaign is set correctly according to the domain name of your website. To configure this property:

1. Open the **Email marketing** application.
2. **Edit** () the email campaign and switch to the **Configuration** tab.

> **Note:** **Note**: Campaign emails only contain valid unsubscription links when sending emails to actual subscribers. Unsubscription links do not work in draft emails, since the recipients are not linked to subscribers in the system.

## Issues when sending campaign emails to a large number of subscribers

### Restricting logging of sent campaign emails

By default, the system logs an [event log](https://docs.kentico.com/k9/developing-websites/troubleshooting-websites/working-with-the-system-event-log.md) entry for every sent campaign email. When mailing out to a very large number of subscribers, this may lead to a cluttered event log or even website performance problems.

You can disable logging of campaign email changes (including send events) by adding the following key to the _/configuration/appSetting&#x73;_&#x73;ection of your project's _web.config_ file:

```html

<add key="CMSLogNewsletterIssueEvents" value="false" />

```

## Opened campaign emails not being tracked

This can be caused by an incorrectly configured email campaign. Make sure you double-check the [configuration.](https://docs.kentico.com/k9/on-line-marketing-features/email-marketing/tracking-email-campaigns.md) 

Another cause of email campaign links not being tracked is an incorrect tracking link. This can be caused by your site not being accessible without the 'www' prefix. For example, you can access your site via _www.example.com_, but not via _example.com_. To resolve this for a particular campaign:

1. Open the **Email marketing** application.
2. **Edit** () the campaign and switch to the **Configuration** tab.
3. Change the **Base** **URL** field to:

   - [www.example.com](http://www.example.com)\
     use your domain instead of the example
4. **Save**.

## Custom macros in sent campaign emails not resolving correctly

[Custom macros ](https://docs.kentico.com/k9/macro-expressions/extending-the-macro-engine/registering-custom-macro-methods.md)used in campaign emails may not resolve correctly if they take macros dependent on subscriber context as parameters. For example, if you're using a custom macro that takes the _Subscriber.SubscriberFirstName_ macro as an argument, you need to call the custom macro with the subscriber resolver:

{% CustomMacro(SubscriberFirstName)|(resolver)subscriber %}

**Note** that this inconsistency occurs only in sent emails, email previews resolve macros differently.