Lines on sent email....

Regular Participant

Lines on sent email....

So we have some line that are showing up on the sent emails. So far it's just this one. Everything looks fine in the browser/editor. Then you send and bam, lines. Any thoughts? FYI it's in Outlook. We've annotated the lines with blue circles.

messed up message.png

Top Answer
Caitlin_M
Administrator

Hello @Ja-NaeE. We do not have any other planned fixes or workarounds to provide as these lines are an issue within Outlook and this issue has affected us and many other email marketing providers. Microsoft is aware of the issue and our teams are closely watching for fixes that are made available. If any are made available, our product teams will take advantage of them and make any necessary updates. I certainly understand how important it is for your email to display properly for your contacts and I'm sorry that we do not have any updates at this time.


38 REPLIES 38
Administrator

Hello @ChadA34. I'm sorry that this has happened to you but I wanted to thank you for including a screenshot as this is very helpful during troubleshooting. I sent a copy over to my Outlook (which is 2010) and I did not see these lines appear. May I ask what version of Outlook you are using? You can either reply here or if you wanted to reply privately, you can also email this information to social_support(at)constantcontact(dot)com and include a reference to this post.


Caitlin M.
Community Manager
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Regular Participant

Hi Caitiln,

 

We are using office 2013. We did try it on other devices like our phones etc.. and no lines. Very strange.

 

Thank you,

Ryan 

Hello @ChadA34. Thanks for that information. I spoke with an upper level of support and they were not able to replicate the issue in Outlook 2013. However, they did create a copy of your email and worked in a few of the blocks. Could you send a preview of the draft email that has "t2" at the beginning and let us know if you still see these lines?


Caitlin M.
Community Manager
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Regular Participant

Hi Caitlin,

I am having the same issue with lines being shown on the sent email. It does not show up in the edit mode or preview. I have attached a screen shot for reference. How do I resolve this issue?Capture.JPG

Hello @RobP8. I'm sorry that you are seeing these lines. What email client were you viewing your campaign in? I believe it is Outlook but I'm unsure of the version you're using. I created a support copy in your account and adjusted some blocks. Could you please send yourself a preview and let us know if you are still seeing these lines?


Caitlin M.
Community Manager
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Regular Participant

Hi Caitlin,

 

Your copy seemed to have worked and the test email didn't have any of the lines on it. What did you do to fix this as it seems to be a reoccurring issue for me?

 

We use Outlook 2016.

 

Thank you for your prompt reply!

@RobP8

 

This is something that we have seen with that web-mail client specifically. These types of display issues happen with email marketing templates from all email marketing companies and custom code as well. Sometimes you just have to play around with the template a bit to get it to display properly on that specific web-mail client.

In your copy we noticed that your content was in a headline block with images that were either left or right aligned. We placed your text content into a new block then dragged the appropriate image into place so that the text wrapped to the left or right. I am glad to hear that this fixed that display issue on your side!

Have a great day!

 

Evan G.
Customer Engagement Specialist
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Regular Participant

Hi, I am still having this issue with the lines showing. I have played around with the layout many times now and it doesn't seem to matter if I drag the image into the text layout. The lines also seem to change placement if you zoom in on the sent email, so it doesn't really matter how I try to edit the layout. It changes the line placement each time when the zoom view is changed. I've attached screen shots at different zoom views. Capture1.JPGCapture2.JPG

Hi @RobP8

 

So sorry to hear you're seeing those lines in your email again! Following the steps the previous support agents took, I created a "Support Copy" of this email in your account with these blocks adjusted. Can you please send yourself a preview of this email and let us know if you are still seeing these lines?


Frankie.P
Community & Social Media Support

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Regular Participant

Yes the lines are still showing in the "support copy" preview as well. Capture.JPG

Hi @RobP8

 

Thank you for testing that Support Copy! What you are experiencing is something we are currently looking into further; in fact I have submitted this experience to the appropriate teams. In some cases combining blocks into one can help reduce the line, which is what Evan previously did. I took these same steps in the Support Copy. Because you still see the lines, I suggest changing the Outer Background Color of your email to match the Inner Background Color.


Frankie.P
Community & Social Media Support

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Hi,

 

I am also seeing white lines on my email only in the test email. It looks perfect in preview mode but not when I send the test email. I'm also seeing a difference in the text at the bottom. It's centered in preview but on the edges in the test. What can I do?1.PNG2.PNG

Hello @RSwayne1

I see you reached out to us on Twitter. I have responded and will continue to assist you there.

 


Liz_M
Community & Social Media Support

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I am having the same issue. How do I fix this?

Hi @AmyD7196,

 

We're very sorry this is happening within your email campaign as well! Please know that we are tracking this for our engineers who are working to fix it as quickly as possible. In the meantime, the workaround is to change the Outer Background Color to match the Inner Background Color. Within the editor, click the Design tab, and then you can click the color squares to change the background colors:

 

2018-02-26_15-23-24.png

 


Nichelle M
Community & Social Media Support

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This is still an ongoing issue for us. Has any progress been made?

 

 

Hello @Sued37,

 

Thank you for reaching out to the Community!

 

I am sorry to hear that you are running into this issue. I highly suggest trying the suggested workaround above. If this does not fix the issue then please send an email to social_support(at)constantcontact(dot)com with your username, a brief description of the issue and the name of the email that you are working on. We'll hop in and take a look! In the meantime, please let us know if you have additional questions.

 

Thank you for using Constant Contact, have a great day!

 

Evan G.
Customer Engagement Specialist
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Changing the background color to match the inner color is not a solution. This issue has been ongoing for over a year, and I'm still having the same problems today. It is not an Outlook issue. It is a Constant Contact issue.

 

Why do some blocks show lines and some don't despite being created in the same manner? CC has had long enough to deal with this issue, and I canceled my account after 8 years of being a customer (combined between 2 jobs) because there are just entirely too many "glitches" for this service. We spend hours working on these projects only to have them look like an amateur did them.

Hi @MattL842 

 

I'm sorry to hear you are still experiencing problems with this. I'm happy to look further into the issue for if you would like and I can assure you that our engineering team is still looking into the issue and any resolution we may use to resolve it. I understand your frustration with the issue and the workaround and will submit your feedback to our team. 

 

Thank you for reaching out to the Constant Contact Community. Have a good day.


Adrienne B.
Community & Social Media Support

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Hi, we are having the same problem on our email. (We are using Outlook as a part of our Microsoft Office Professional Plus 2016) package.

 

I've tried moving modules, deleting them and re-adding them, cloning ones without the line and nothing works.

 

The only thing I notice is the line moves location when I add additional modules, so it's not the module itself that is causing the problem. For example, when I have four copies of the Cherokee module, the line appears under second Cherokee and fourth Cherokee, but when I have three copies of the Cherokee module, the line appears under second Cherokee and the Chickasaw module. But it is not universally below the Chickasaw module.

 

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