Hyperlinks work in Preview and Test, but not in actual sent email

[AFEDJ]

Hello-- my team just sent an email where all hyperlinks are functional in Preview, Test, and the cached/archived URL link, but are not functional in the actual sent email. I sent a new Test email after deployment, and links are still functional. All links in the actual email seem to direct to the same non-page (here).

Is there any explanation for this, whether it be user error or something else? 

[William_A]

Hello @AFEDJ ,

It's possible that the link rewriting, which is something our system automatically applies to all links in sent emails for compliance and click reporting, might be getting caught up by a browser extension, ad/pop-up blocker, VPN, or other security program you may be running. That said, the rewritten link provided in your post does go to the same page that your Donate Now button at the top of your email's preview goes to.

Some troubleshooting questions:

• Are you seeing something other than the Donation page, when navigating to the rewritten URL provided in your Community post? If so, can you provide a screenshot of the page you're sent to?
• Does the issue occur when accessing the links in the sent email via incognito / private browsing mode for your current browser?
• Is this redirect issue occurring for others in your organization? Is this occurring for others outside of your organization?

[AFEDJ]

Thanks for the reply, William. The rewritten link in my original post is completely non-functional for myself, my colleagues, and folks on our seed list using various browsers, email clients, and types of device. This occurs in incognito/private browsing mode for all links in the email.

Below is a screenshot of what appears when trying to click through any URLs on the actual email.

[William_A]

The "took too long to respond" error is indicating that something is blocking the redirect, or it's getting erroneously caught in some kind of filtering functionality and causing a time-out. Due to the information needed to troubleshoot this connectivity error further, I'd advise calling our general support. They'll need to go over some more technical troubleshooting elements, including:

• capturing the browser's console code errors
• a screen recording from your side of the exact behavior from clicking the link to the error page showing
• A list of browsers, browser plugins / addons / extensions, VPNs, ad/pop-up blockers, and other security software used by the individuals encountering the error
• A list of the email programs used (Gmail, Outlook, etc.)
• the exact name of the email, and if possible, forwarding it to the address provided by the support team

There may be other troubleshooting phone support and the higher level technical team will ask for, but this at least gives you a head's up on what things you'll want to gather before calling in, in order to save troubleshooting time.

[AFEDJ]

Thanks, William. We will reach out to your general support line as suggested. Appreciate it!