How do I troubleshoot Amazon Pinpoint campaign message failures?

Last updated: 2022-04-19

My Amazon Pinpoint campaign isn't processing or targeting any endpoints, and it isn't sending any messages. How do I troubleshoot campaign failures in Amazon Pinpoint?

Resolution

For endpoints that aren't processed or targeted

1.    Verify if the campaign has the Use recipients local time setting activated. For instructions, see Sending the campaign at a specific date and time in the Amazon Pinpoint User Guide.

2.    If the setting is activated, then make sure that each endpoint definition includes a valid Demographic.Timezone attribute.

Note: If an endpoint doesn't have a valid Demographic.Timezone attribute defined and the campaign's Use recipients local time setting is activated, the endpoint isn't processed.

For endpoints that are processed and targeted, but not receiving messages

Amazon Pinpoint campaigns can fail to deliver messages to specific endpoints for many reasons. To troubleshoot message failures to specific endpoints, first configure Amazon Pinpoint to send information about events to Amazon Kinesis. Then, recreate the message failures and review the failed events in Amazon Kinesis to identify what's causing the error. After you've identified what's causing the error, remediate the issue.

Note: The event_type value in each streaming event indicates the cause of most message failures. If the event_type value doesn't provide a clear indication of what's causing the message failure, then review your campaign's CampaignSendMessageThrottled metric in Amazon CloudWatch. This metric shows the number of campaign messages that weren't sent because your AWS account's ability to send messages was throttled. For more information, see Amazon Pinpoint quotas.

For failed emails

Make sure that you identify any streaming events with the following event_type value: _email.rendering_failure. This event type usually indicates that the email template includes a variable that is either not valid or missing.

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(If you don't have Kinesis streaming activated) Review your campaign's Amazon Simple Email Service (Amazon SES) Rendering Failures metric in Amazon CloudWatch. This metric also usually indicates that the email template includes a variable that is either not valid or missing.

If you see streaming events with an _email.rendering_failure event type, or any Amazon SES Rendering Failures metrics in CloudWatch, do the following:

1.    Verify that all of the message variables in the template file have a corresponding endpoint attribute in the endpoint definition (segment file).

2.    Verify that all of the message variables in the template file are in the correct format in the endpoint definition.

3.    Specify the Default attribute values for all of the message variables in the template file. For more information, see Creating email templates in the Amazon Pinpoint User Guide.

Note: If you don't specify a default value and a value doesn't exist for a recipient, then Amazon Pinpoint doesn't send the message.

For more information, see Adding personalized content to message templates in the Amazon Pinpoint User Guide.


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