Clients Receiving Multiple Copies of Same Email

[Mie]

Hello,

I work for a small online art business, and for several months now we have been experiencing similar problems to the one rdmartin posted on Thu Nov 08, 2007 5:18 pm.

We purchased the upgrade to 8.1 with the hopes that we would stop receiving reports from our ISP of multiple copies of our newsletter being sent to the same address, but apparently the problem persists. Please let me know what information I should provide so that you can help explain to me what we can do. We are losing clients every time this happens and it is very distressing.

Thank you!

 

[stanbusk]

What problem are you taking about? Can you explain?

 

[Mie]

We are receiving reports from our ISP of spam complaints and that we sent multiple copies (5-7) of the same email to the same address. Of course we check for duplicates in MaxBulk Mailer, and our delivery report always reports a total # of deliveries that is equal to or less than the # of addresses in our mailing list. This happens almost every time we send a newsletter to our opt-in mailing list using MaxBulk Mailer.

The settings we use are: 1 connection, deliver singly, groups of 90 at 1 minute intervals.

Please let me know if you need any specific information. I appreciate your help.

 

[stanbusk]

I don't understand how that can be possible. Are you sure that user is not in your list with different addresses?

 

[Mie]

Yes. Our internet service provider's spam department confirms that the complaint is of multiple emails being sent to the SAME address from our IP address.

This has happened 13 times since June 2010. There are some variations, but over half of the time it is a report of 5 or 7 multiples of our newsletter being sent to an AOL address.

And as I pointed out in my first post, I am not the first MaxBulkMailer user to have this problem: see rdmartin posted on Thu Nov 08, 2007 5:18 pm. He didn't find a solution on this forum, but I certainly hope to! We've been using MaxBulk Mailer for many years.

 

[stanbusk]

That post is very old, I fixed the problem with that user a long time ago thru the helpdesk. Several security measures were added to MaxBulk Mailer to avoid an address to be reused when a delivery is cancelled and then resumed. That was the problem. Since then no other problem of that kind were reported out of the 60k MaxBulk Mailer customers.

 

[Mie]

Ok, I just included that note in case it would help you diagnose the problem...regardless, our problem still exists. Can you suggest anything we can do?

 

[stanbusk]

Do you really see in the connection log how MaxBulk Mailer is sending a message several times to a same address?

 

[Mie]

I'm sorry; how do I access the connection log? Is that different than the delivery report? I found the "save connection report" check box in Preferences--it wasn't checked so I'm not sure I can access that information for our last newsletter. I also checked "Send delivery report by email." I can't seem to access the delivery reports from our saved files. After our next newsletter, I'll be able to confirm whether or not MaxBulk Mailer shows sending the email multiple times to the same address.

What I can tell you for sure is that the # of deliveries reported in the delivery log is always less than or equal to the length of our mailing list. I've been checking that before saving and closing the file.

We know of the problem from the Spam warning we receive from our ISP. So basically the problem is being reported by the client or their ISP to our ISP. Our ISP then passes on what information they get with a warning. They cannot always include the email address the complaint came from (AOL redacts addresses from their complaints... :? ) but we are given the times the emails were sent.

Thank you for working with us on this! We are pretty baffled, so your help is appreciated.

 

[stanbusk]

The connection log is the text you get in the 'Delivery' panel. The delivery report and the connection log are two different things. In current v8 you can open any delivery report right from that panel. On older versions you will have to look for the file on your hard drive. The location depends on your operating system:

Win XP: C:\Documents and Settings\<your_account_name>\My Documents\Maxprog\MaxBulk Mailer\Connection Logs\
Vista/7: C:\Users\<your_account_name>\Documents\Maxprog\MaxBulk Mailer\Connection Logs\
Mac OS X: ~/Library/Application Support/Maxprog/MaxBulk Mailer/Connection Logs