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Act Marketing Automation – Bounce Code Reasons

August 18th, 2020 • By: Patricia Egen Sales

One of the important things to do after sending out a marketing campaign is to find and fix (if possible) emails that have been reported as bounced.  There are a variety of reasons why emails bounce.  A mailbox can be full.  A person has moved on and the email is no longer valid. The email server you are trying to send to is not live or working anymore.  It is worth while to take the effort to look at these bounced emails – these are not opt outs.  The person you are trying to reach is still somewhere – you just have to figure out where. Knowing why the email bounced is your key.

The suppression list located under the Admin menu in Act Marketing Automation shows emails that have bounced or been flagged as opt outs.  You can export this list to Excel and that export will include the reason codes, if known, for bounces.

However, there is not a set list of reasons for each bounce code or message. This is due to the code and reason being set on the receiving server, not on the Swiftpage server, i.e. each server that receives an email that bounces will send its own bounce code which may differ from other servers.

Most codes do have a common reason, so the below tables can be used. However, please note that the tables below are not all encompassing and are meant as a general guide.

There are two types of bounce codes, traditional codes which are 3 digits with no separation, and enhanced codes which are 3 digits separated by a period.


Traditional:

Code Common reason
000 Domain name does not exist
421 Service not available, closing transmission channel
450 Requested mail action not taken: mailbox unavailable (e.g., mailbox busy)
451 Requested action aborted: error in processing (e.g., unable to reach destination system, bad email address, includes unspecified reasons as well)
452 Requested action not taken: insufficient system storage
500 Syntax error, command unrecognized
501 Syntax error in parameters or arguments (e.g., invalid sending email address, invalid recipient address)
502 Command not implemented
503 Bad sequence of commands
504 Command parameter not implemented
550 Requested action not taken: mailbox unavailable (e.g., mailbox not found, no access, or command rejected for policy reasons)
551 User not local; please try
552 Requested mail action aborted: exceeded storage allocation
553 Requested action not taken: mailbox name not allowed (e.g., mailbox syntax incorrect)
554 Transaction failed

Mail admins may modify messages sent with the codes which may give more information than the above from their server; Information from RFC2821 http://www.rfc-editor.org/rfc/rfc2821.txt

Enhanced:

Enhanced codes will typically begin with a 2, 4 or 5. This first digit indicates the following:

2.X.X Success
4.X.X Persistent Transient Failure
5.X.X Permanent Failure

The codes shown below are most commonly seen beginning with 5.

Code Common reason
5.0.0 Email address does not exist
5.1.0 Other address status
5.1.1 Bad destination mailbox address
5.1.2 Bad destination system address
5.1.3 Bad destination mailbox address syntax
5.1.4 Destination mailbox address ambiguous
5.1.5 Destination mailbox address valid
5.1.6 Mailbox has moved
5.1.7 Bad sender’s mailbox address syntax
5.1.8 Bad sender’s system address
5.2.0 Other or undefined mailbox status
5.2.1 Mailbox disabled, not accepting messages
5.2.2 Mailbox full
5.2.3 Message length exceeds administrative limit.
5.2.4 Mailing list expansion problem
5.3.0 Other or undefined mail system status
5.3.1 Mail system full
5.3.2 System not accepting network messages
5.3.3 System not capable of selected features
5.3.4 Message too big for system
5.4.0 Other or undefined network or routing status
5.4.1 No answer from host
5.4.2 Bad connection
5.4.3 Routing server failure
5.4.4 Unable to route
5.4.5 Network congestion
5.4.6 Routing loop detected
5.4.7 Delivery time expired
5.5.0 Other or undefined protocol status
5.5.1 Invalid command
5.5.2 Syntax error
5.5.3 Too many recipients
5.5.4 Invalid command arguments
5.5.5 Wrong protocol version
5.6.0 Other or undefined media error
5.6.1 Media not supported
5.6.2 Conversion required and prohibited
5.6.3 Conversion required but not supported
5.6.4 Conversion with loss performed
5.6.5 Conversion failed
5.7.0 Other or undefined security status
5.7.1 Delivery not authorized, message refused
5.7.2 Mailing list expansion prohibited
5.7.3 Security conversion required but not possible
5.7.4 Security features not supported
5.7.5 Cryptographic failure
5.7.6 Cryptographic algorithm not supported
5.7.7 Message integrity failure

Mail admins may modify messages sent with the codes which may give more information than the above from their server; Information from RFC3463 http://www.rfc-editor.org/rfc/rfc3463.txt

Hard vs Soft Bounces

When an email sent from one of your Act! Marketing Automation campaigns bounces, it can be classes as a soft or a hard bounce. This will affect how AMA handles the bounce:

  •  ‘Soft’ bounces are where an email couldn’t be delivered to an email address for temporary reasons.  The email address sent to is valid and the mail server was reached but the email couldn’t be delivered, for example because the recipient’s inbox was full or the email was too large.

  • ‘Hard’ Bounces are where an email couldn’t be delivered to an email address for permanent reasons.  There can be a number of reasons for this but examples of the more common ones are that the email domain doesn’t exist or the email address doesn’t exist.

Hard bounces and Admin bounces are fed back to Swiftpage servers and flagged so that emails are prevented from being sent to these email addresses. Hard bounces CANNOT be removed from your suppression list manually, instead it would require a call to the Act! technical support team. This can only be done on an ad-hoc basis, Swiftpage cannot remove hard bounces in bulk in order to protect their sender reputation.

Windows 7 – not a place to be

August 7th, 2020 • By: Patricia Egen Sales

By now everyone should know that as of early this year, Microsoft dropped support for Windows 7. However, many people still choose to run this operating system because it still works.

Here’s the deal. Your computer systems are in serious danger of cyber attack if you don’t update them soon. In fact, this week the FBI issued a warning about possible security breaches

Hackers have a lot of time on their hands right now and they are using it to locate networks and computers running older operating systems.  New hardware like smart electronics for the home and camera systems are even providing easy access to networks. It’s a crime scene waiting to happen.

Windows 10 is not expensive and in some cases may be able to be upgraded for free – although it doesn’t work on some older hardware.  If cost is an issue for hardware, you have options.  Woot.com offers deep discounts on equipment that is still quite good but may be last year’s model.  Dell outlet also offers deep discounts.

Now is not the time to be frugal. You need to protect yourself from cyber crime.  Once someone gets into your systems, your identity and data are no longer yours – they are free to the dark web.  Not a good thing.

Take the time to do research on protecting yourself.  Identity theft is not a pleasant thing to recover from – trust me – we have personal experience.  A suspicious phone call made me realize we were in the process of getting hacked because of an intrusion on one of our credit card’s site.  I stopped it in time but it forced us to change all our banking details. It could have been a lot worse – don’t let this happen to you.  If a major bank can get hacked, we know for sure that older systems are even easier to break into. The FBI knows this as well.  

The important thing to understand, and why the FBI is so concerned, is once someone gets into a network, they can use that network to gain access to other networks, thereby spreading the cyber crime. This could be devastating to our country and our networks. We all need to make sure we are closing all the easy access back-doors and keeping the bad guys out.

If you have any questions about any of this feel free to contact your preferred IT vendor or give us a call to ask for options. (423)875-2652.

P.S. Here’s a link to the document issued by the FBI: http://www.documentcloud.org/documents/7013778-FBI-PIN-alert-on-Windows-7-End-of-Life.html

Free Act! resources

July 27th, 2020 • By: Wendy Cummins ACT CRM

If you’re new to Act! or just want to brush up on your skills, there are several free resources available to you:

  • Right within the Act! program you can click on the Help icon and delve into a knowledgebase that covers every feature and function in Act!.
  • If you prefer to learn via video, there are short tutorials created by the team at Act! that cover all of the basics at http://training-act.com/act/act-lib-prem/?courseId=whats_new&videoId=1. If you use this resource, make sure you choose the correct library for your flavor of Act! – local or web-based.
  • You can search YouTube for video content.

For assistance with errors, here are our go-to resources:

  • The Act! online knowledgebase located at https://help.act.com
  • The Act! community forum where you can post questions and get answers from other users, developers and consultants at https://community.act.com/
  • Google is your friend

If you have an Act! subscription there are several subscription-only resources available to you:

  • You can chat with Act! tech support from this page: https://www.act.com/contact-us
  • You can call Act! tech support at 866-873-2006. Be sure to have your Act! customer number available for faster routing.
  • If you have an “Ultimate” subscription, you can schedule a callback from a support tech here: https://www.supersaas.com/schedule/login/Act_Support/Ultimate_Support.

These resources can help users ramp up with Act!; however, if you would like to find out how you can use Act! to make your business more profitable or how to streamline your processes, reach out to us for a consultation today. We’ve been Act! experts for 20+ years and have helped thousands use and customize Act! and Act! add-on programs to take their businesses to the next level.

Quotewerks Run-time error ‘-2146233088

June 15th, 2020 • By: Patricia Egen ACT CRM, Quotewerks, Sales

If you ever get a Run-time error ‘-2146233088 when attempting to open Quotewerks, the error is telling you that you have not logged into Act.  What often is going on is Act is sitting on another screen at the Logon menu. The menu may be hidden behind another application. Finish opening Act and then re-open Quotewerks.

Quick Tip Friday – Detail view missing from Act Cloud or Web

June 12th, 2020 • By: Patricia Egen Sales

Ever had the contact or group detail view empty on Act for Cloud or Act for Web? Then your web/browser cache is full. It doesn’t have enough space to load the views.

Solution: Run History and Cache cleanup in your browser tools or settings.