Troubleshooting campaigns

Verify that logging is turned on to assist in identifying the cause of failure. For more information, see Monitoring and logging and Campaign events.

Some endpoints were not processed or targeted successfully by the campaign

Endpoints targeted: The total number of endpoints that will be targeted when the campaign runs for the chosen channel. This total excludes duplicate or inactive endpoints from the segment.

Endpoints processed: The total number of endpoints that were successfully targeted by the campaign run.

For dynamic segments, the endpoint count can change over time based on the criteria defined for the audience therefore the number of endpoints per channel is only an estimate. You may export the segment to get the total number of endpoints at any given time.

• Throttling based on delivery channel constraints

• If you schedule the campaign to use recipient's local time (isLocalTime is set to true)

• If the campaign does not have sufficient time configured to process all endpoints

• Downstream delivery issues or rendering issues

• Permanent failure

Throttling

• Review the Amazon CloudWatch metric CampaignSendMessageThrottled during the time frame that the campaign ran to confirm whether this is the issue. For more information, see View Amazon Pinpoint metrics in CloudWatch.

• Throttling occurs when the endpoint delivery rate capability is exceeded. For more information, see Amazon Pinpoint quotas.

Using recipients timezone

When a campaign is scheduled to use a recipients’ local time (isLocalTime set to true) for the Campaign, all endpoints must have a Demographic.Timezone attribute value formatted correctly in the endpoint definition, else the endpoint will not be targetedsuccessfully. This is because the isLocalTime option bases the delivery time on each recipient's local time zone.

Processing time

• When a campaign doesn't have sufficient time to process all targeted endpoints, the endpoints aren't processed and logs show a campaign_send_status of EXPIRED.

• Based on the number of endpoints being targeted by your campaign, verify that the Maximum amount of time for a campaign run and Maximum number of messages per second is configured based on your use case and delivery channel. For more information, see Editing a project's default settings.

Delivery, render or permanent failure

• Delivery issues can occur when reaching the different endpoint types. Verify that logging is enabled to assist in identifying the cause of the failure. To troubleshoot downstream delivery issues further, see the delivery issues associated with the corresponding endpoint type Troubleshooting the email channel, Troubleshooting the SMS channel, Troubleshooting the voice channel, and Troubleshooting the push channel.

• Rendering issues occur for the following reasons: when a message template is used and template data is missing, template data is incorrectly formatted, or there's a mismatch between the template parameters and endpoint data. For more information, see the email section under delivery issues.

• Permanent failures occur when the endpoint address might not be reached by Amazon Pinpoint. The reason for the permanent error is displayed in the logs. Permanent failures are not retried. Examples of permanent failures can include invalid address, such as an email address or a phone number, as well as permission issues, account in a sandbox, or insufficient quota.