FAQ

Questions

1. How can an admin change/reset a user password?
2. Where is the Web Collect documentation located?
3. What is the IP range from address and host names of the email servers for whitelisting?
4. Where are the ET for Appexchange Integration with Salesforce User Guide and Configuration guides located?
5. How do I cancel an email send?
6. What are the different subscriber statuses (Mailbox color)?
7. How do I import subscribers?
8. What is the size limit of emails, images and documents?
9. What are the limitations of Outlook 2007?
10. How do I make an unsubscribed subscriber's status active?
11. What does it mean when the import results file indicates that invalid data was read from the file?
12. What does it mean when sending an email, a validation error occurs?
13. How do I clear my cache?

Answers

1. If you are an admin and wish to change/reset a user password, follow this procedure:

2. Web Collect documentation.
    
3. See below for information on IP ranges.
    
4. Click to view the respective pages: 
   
   ET for Appexchange Integration with Salesforce User Guide     
    
   Configuration Guide
5. To Cancel an Email Send, see below.

   How to Confirm Delivery and Delete a Delivery Schedule

   The History feature in the email workspace lists all past and future (scheduled) deliveries of an email. It also allows you to cancel a scheduled delivery if you do not want the email to be delivered at that time.

   Follow these steps to access the History feature:

   1. Click the Content tab.
   2. Click the my emails folder or whichever subfolder holds the email.

   The email workspace displays the emails in the selected folder. All emails that have been sent or scheduled to be sent have a History button.

   3. Select the checkbox next to the name of the email.
   4. Click the History button.

   The Delivery Record sections displays the date and time of each occasion on which this email was sent or is scheduled to be sent.

   • To view the details of the delivery (sender, list receiving the email, actual content of message sent): Click the hyperlinked release date/time to view the Email Delivery Details dialog box.

   • To cancel a pending scheduled delivery: Click the Cancel Delivery button beside the pending delivery.
6. Information on the different Subscriber Statuses and their colors is below.  

   Subscriber Status

   

    

    

   A subscriber's email status is one of the fields that you can include when you export individual subscriber data or export an entire subscriber list and is also a field that you can use to filter your subscriber searches. Your subscriber workspace uses color-coded icons to indicate subscriber status.

   Each subscriber has one of the following statuses:

   Color Code	Status	Explanation
   Green (appears on the Subscriber grid)   (appears in Subscriber properties)	Active	A subscriber who meets either of the following criteria has a status of Active: No activities have occurred to make the subscriber's status Bounced, Undeliverable, Unsubscribed, or Deleted. A subscriber whose status was Bounced or Undeliverable is recorded as having opened or clicked through a received email. In this case, the system changes the subscriber's status back to Active.
   Yellow (appears in Subscriber grid)   (appears in Subscriber properties)	Bounced (Returned)	A subscriber who meets the following criteria has a status of Bounced: one or two soft bounces are received for the subscriber one hard bounce is received for the subscriber
   Gray (appears in Subscriber grid)   (appears in Subscriber properties)	Held (Undeliverable)	A subscriber who meets the following criteria has a status of Held (Undeliverable): Three hard bounces or three soft bounces are received for the subscriber and at least 15 days have passed since the first bounce. If the bounce was from a trusted domain (Hotmail, MSN, Yahoo, Gmail, etc.), only one hard bounce is required.
   Red (appears in Subscriber grid)   (appears in Subscriber properties)	Unsubscribed	A subscriber who meets any of the following criteria has a status of Unsubscribed: The subscriber has requested to be removed from a single list, multiple lists, or all lists. In these cases, the subscriber's status is changed to Unsubscribed for the selected list(s) or at the All Subscribers level. A user manually unsubscribes a subscriber, thus changing the status to Unsubscribed for the list at which the action was taken. The subscriber has submitted an AOL spam complaint. In this case, the subscriber's status is changed to Unsubscribed at the All Subscribers level.
   	Deleted	A subscriber who meets either of the following criteria has a status of Deleted: A user has deleted a subscriber from a list other than the All Subscribers list. In this case, the subscriber's status for that list only is Deleted. A user has deleted a subscriber from the All Subscribers list. In this case, the subscriber's global status is Deleted.

   To learn more about subscriber statuses and how ExactTarget handles bounces, see the follow System Guides:

   • Bounce Mail Management
   • Unsubscribes
7. The following explains how to import Subscribers into a list

   How to Import Subscribers Into a List

   

   Before you can import a file, you must first create a list and create the import file.

   Note: If you're using a Reseller or Enterprise account and have the limited-release Unsubscribe Management feature enabled, email addresses that appear on the ExactTarget global unsubscribe list or your account-level unsubscribe list will not be imported.

    

    

   Before your import your file, read the Imports page for recommendations about preparing the file.

   You can import subscribers from your Outlook contact list.
   See Importing Microsoft Outlook Contacts into a Subscriber List.

   To import the subscribers from your import file, follow these steps:

   1. Click the Subscribers tab.
   2. Click the My Lists folder.

   If you've created a list subfolder under My Lists in which you want to import the new subscribers, click that subfolder.

   3. Double-click the desired list (or select the list and then click the Open List button in the toolbar).
   4. Click the Import button, which opens the Import Subscriber wizard.
   5. Click Next in the wizard's introductory dialog box.
   6. Read the content of the Opt-in Certification dialog box that appears next. If you have verified that every subscriber in your import file has agreed to receive emails from you, select the I agree check box, and click Next.
   7. Complete the Identify Source File dialog box that appears next, as follows:

   Field	Description
   Upload Source	The import wizard shows you two upload options: Your Computer and FTP. To use a file that you've uploaded to the FTP site, type the filename in the FTP field. See the Enhanced FTP Guide for details on using the FTP option. If the file you want to import is located on your hard drive, click the Browse button and locate the import file on your computer. Only files located on a locally mapped drive are supported ( C:\, D:\, etc.). You cannot upload a file from a UNC path (such as \\ abcfiles\).
   Data Format	Select one of the following : The CSV radio button The Tab Delimited radio button The Other Delimited radio button. If you select this value, you must enter a 1-character delimiter in the field.
   File is encrypted	If the advanced feature for encrypted imports is enabled in your account, you'll see this check box. Select the check box if the import file you're using has been encrypted.
   Updated Options	Add new subscribers and update subscribers that already exist Add new subscribers but do not update subscribers that already exist Update existing subscribers but do not add subscribers that do not exist

   8. Click the Next button in the Import Subscriber Wizard dialog box.

   The application reads the import file, which may take several moments depending on the size of the file.

   Note: The data in the import file is not yet brought into your account.

   The Map Attributes dialog box appears next. This dialog box consists of two sections:

   Section	Description
   Source	The Source section lists the data found in the first row of your import file. Labels that are grayed out have been mapped to attribute fields by default; labels shown in black font have not been mapped. If the first row of your import file is a header row, you'll see the column labels from your import file shown in the Source section. In this case, make sure that the First row is header check box is selected so that the application does not attempt to import that row as subscriber data. You can view all the data in your import file by means of the buttons below the Source section. Click the Next button below the Source section to view the next row of data in your file. Click Previous to go back to the row that was just displayed.
   Destination	The Destination section lists the profile and preference attributes currently defined in your account, separated into those that have been set up as required and those that have not. If the header row in your import file contains labels that exactly match attribute names, the application has mapped those labels to the attributes for you. The Mapped From column in the Destination section shows the label from your import file that's been mapped to the attribute shown in the Attribute column. As you scroll through the rows of data in your import file by using the Previous and Next buttons, the Destination section updates to show how the data is mapped to the attribute fields.

   9. If a field from your import file has not been mapped for you to an attribute, map it as follows:
      1. Click the field in the Source section. (Whether you're viewing the header row labels or a row of actual subscriber data in the Source section when you click the source field is unimportant. In either case, you're mapping all data from that column of your import file to the attribute.)
      2. Click the corresponding attribute in the Destination section.
      3. Click the Map button.

   The column of data is now mapped to the attribute, as indicated by the grayed-out value in the Source section and the Mapped From value in the Destination section.

   You also have these additional options:

   • Remove a single mapping: To unmap an attribute from the import file field to which it's currently mapped, click the attribute row in the Destination section and then click the Unmap button.
   • Remove all current mappings: If you want to remove all the current mappings (that is, delete all values from the Mapped From column in the Destination section), click the Clear Map button.
   • Return to the original mappings: If you want to undo all changes you've made to the default mappings (the mappings that were in place when you first opened this dialog box), click the Default Map button.

   Any fields still displayed in black font rather than gray in the Source section represent data that isn't imported.

   10. When satisfied with your mappings, click the Next button at the bottom of the dialog box.

   Note: Any attributes that have been defined as required must be mapped to fields in your import file. You can't continue with the wizard until these fields are mapped.

   The Confirm Mappings dialog box appears next, summarizing your selected mappings and the number of columns (fields) and records (subscribers) in your file that the application attempts to import.

   11. If you want to be notified when the import is complete, select the Email me upon import completion check box and enter your email address in the Email address field. Your email notification also includes a log of any subscriber records that could not be imported.
   12. Click the Begin button.

   The application begins the process of importing your data. How long the import takes depends on the size of your import file.

   The final dialog box of the wizard appears.

   If you chose to be emailed upon completion:

   This dialog box appears immediately and confirms that the import has begun. Click Finish to exit the wizard. After the import is completed, you'll receive an email with the results of the import (if the file does not exceed 5MB in size. If the export file is over 5 MB in size, the system delivers it to your enhanced FTP account regardless of what you select here. If you do not have an enhanced FTP account, the system returns a message saying that you should call ExactTarget.)

   If you did not request an email upon completion:

   The dialog box appears after the import process has been completed. The text of the dialog box shows you the results of the import and includes a Download report button for you to view the details behind the records that could not be imported. Click Download report to open the log file showing the results. You also have the option of opening the list into which you imported the new subscribers. Select the Take me to my list check box, and the list opens when you click Finish.

   If you imported using an Enterprise account, the email address appears on the ExactTarget global unsubscribe list or on your account-level unsubscribe list.

   For best practices and tips on creating and executing the import file, see Imports.

8. For best practices on sizes of images and documents, see below.  

   Requirements and Best Practices for Files and Headers

   The following section contains requirements and best practices for images, documents, and headers to be used in emails.

   • By default each document should be no larger than 1MB in size, and your portfolio folder can handle up to 100MB for all of your stored documents combined. Please contact your ExactTarget  representative to increase these limits
   • See the the ASCII page for a list of characters that are not allowed in your document filename..

   Images

   • Use only the supported formats listed above.

   • The maximum width of the image depends on which content box contains the image. Each template layout option has different content box widths. For best results, consult the width specifications for content boxes in a standard email template later in this topic.

   Documents

   • You can upload upload any type of document that can be opened in a browser window. However, the subscriber clicking the document link must have the software necessary to open the file installed on his or her computer. For this reason, the recommended format for documents is PDF, as the Adobe Reader software necessary to open a PDF can be downloaded for free by any subscriber.

   Header Images

   • As a best practice, your header should consist of an image only, with Original selected as the image size.

   • Your header image should be exactly 600 pixels wide and no deeper than 150 pixels.

   • Use 72 dpi for your header image.

   Content Box Widths

   See the Template Size Guidelines document on 3sixty for the maximum base width (in pixels) for an image that you want to insert into a content box in your template-based email, depending on which layout was chosen for the template.

   Please note the following:

   • The image sizes shown are the absolute maximum widths, which can be used when you leave the content box border set to "off" and you change the margin setting to 0 (by default, the margin is set for a 4-pixel padding). If you add a border or include a margin, you'll need to decrease the width of the image accordingly.

   • If your header includes an image, set all of your content boxes' margins to 0 so as to avoid white space in the header. Having a margin greater than 0 widens the email, which adds padding around the header area, leading to white space around the header image.

   The border and margin settings are defined in the Borders/Background dialog box of the Content-Building wizard.

9. Limitations on Outlook 2007 can be found at the following links.
   3sixty | External link
10. To make an unsubscribed subscriber's status active, consider the following table.

    How to View or Modify Subscriber Data

    

     

     

    You can view subscriber data and modify the subscriber as needed from the Subscriber Properties dialog box. No matter where you access the Subscriber Properties dialog box from, the changes you make take effect throughout the application.

    Open the Subscriber Properties dialog box to do the following:
     

    Task	How To Do It
    Email address: Change a subscribers email address	The subscriber's email address is listed on the General tab of the dialog box. Make your changes directly in the text box.
    Email history: View a subscriber's email history (bounces and actions taken)	The General tab of the dialog box shows how many times an email to this subscriber has bounced. Click the History tab to view a list of every action the subscriber has taken with emails received from you during the past 90 days. If the activity is a survey response, you can click that activity in the list and then click the Details button to see the subscriber's response(s) to that survey.
    Unsubscribe: Unsubscribe a subscriber	To remove a subscriber from all lists, follow these steps: Click the Unsubscribe from all button on the General tab. In the Unsubscribe dialog box that appears, enter a description of why you're unsubscribing this subscriber, for future reference. Click OK in the Unsubscribe dialog box. Click OK in the Subscriber Properties dialog box. This subscriber is now placed on your account's master unsubscribe list, to prevent any future emails from being sent. This process is the same as when a subscriber chooses to unsubscribe from all of your publications in the Subscription Center. If you want to undo this unsubscription in the future, you can activate the subscriber. See also Deleting a Subscriber.
    Activate: Activate a previously unsubscribed subscriber	If a subscriber has been removed from all of your lists through the Unsubscribe functionality, you'll see the Activate button on the General tab of the Subscriber Properties dialog box. When you click this button, the subscriber is now an active member of your All Subscribers list and can be added to other lists and groups as desired. You can also reactivate a subscriber's membership in a particular list or group by using the Details function on the Lists tab and the Groups tab, described later in this table.
    Attributes: View and modify a subscriber's attributes	The Attributes tab shows the subscriber's data for each profile and preference attribute. To change an attribute, click the Value field for that attribute and enter new data. (If the attribute is defined to have specific values, the Value field is a drop-down list consisting of the possible values.) Note: If any required attributes without default values have been added to your account in the time since this subscriber was last modified, you need to specify values for these attributes before saving and closing the dialog box. Your changes take effect when you click OK in the Subscriber Properties dialog box. Note: Changes in attribute values don't affect this subscriber's group memberships until the affected group is refreshed.
    Lists: View and modify a subscriber's list memberships	The Lists tab shows the lists to which this subscriber belongs or belonged (if unsubscribed). Details: To see when the subscriber was added to this list and when (if applicable) the subscriber was unsubscribed from it, select the list and then click the Details button. If the subscriber has been unsubscribed from the list, the dialog box that appears includes an Activate button that allows you to reactivate the subscriber's membership on this list. Remove: To unsubscribe the subscriber from a single list, select the list and then click the Remove button on the Lists tab. Add: To add the subscriber to one or more lists, click the Add button, which opens a dialog box showing your list folder structure. Expand the list folders to locate the desired list(s). Select the check box beside each desire list. Click OK, and the selected lists are shown on the Lists tab.
    Groups: View and modify a subscriber's group memberships	The Groups tab shows the groups to which this subscriber belongs or belonged (if unsubscribed). Select a group and click the Details button for a dialog box with additional details. The dialog box that appears includes an Unsubscribe button if you want to remove the subscriber from this group. If the subscriber no longer belongs to this group, the dialog box that appears gives you the option of adding the subscriber back to the group by means of the Activate button.

11. View the Error Code Numbers and Descriptions page for the answer. 
     
12. Information on Validate can be found below.

    What Is Validate

    The validate functionality checks your email message for common issues that could prevent your email from being sent. You use validate before you include the email message content in an email message interaction or start the send wizard.

    Validate checks for the following required elements in an email message:

    • The presence of an unsubscribe link.
    • The presence of a physical mailing address.
    • Correct syntax for attributes.

    Validate also checks the following elements for dynamic content:

    • Each content area specified in the dynamic content rule exists.

    If your email contains personalization strings, validate checks them again your subscriber attributes or data extension fields.

13. See this external link to learn how to clear your cache.

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