Deliveries showing as “Pending” despite tracking activity in Adobe Campaign Classic

Last update: February 24, 2025

Deliveries in Adobe Campaign Classic may show as Pending even when tracking activities are recorded. This issue can be addressed by checking external account settings, restarting key workflows, and monitoring delivery status updates.

Description

Environment

Adobe Campaign Classic v8

Issue/Symptoms

In certain instance, deliveries within Adobe Campaign appear as Pending despite showing tracking activities like opens and clicks. This discrepancy causes confusion about the actual status of email campaigns.

Resolution

To address the issue where delivery statuses are not updating correctly from Start Pending, follow these steps:

  1. Verify external account configuration:

    1. Go to Administration  >   Platform  >   External accounts.
    2. Ensure external accounts with Type Routing and Delivery mode Mid-sourcing have correct configurations.
    3. Set these external accounts with appropriate Mid Sourcing details (starting with https://customerInstance-mid-prod.campaign.adobe.com) instead of incorrect channel settings (e.g., SMS provider server).
    4. Use the Test connection to verify the URL, Account, and Password.

  2. Identify and restart key workflows responsible for syncing data between Marketing and Mid instances:

    1. defaultMidSourcingDlv
    2. defaultMidSourcingDlvStat
    3. defaultMidSourcingLog

  3. Confirm that the above workflows are running without errors or pauses in the Audit logs. If any workflow is paused, manually start it to resume operations.

  4. After restarting workflows, monitor the delivery statuses on both Marketing and Mid servers. Allow some time for changes to propagate; updates typically occur every hour based on workflow schedules.

  5. If the issue persists after verifying external account definitions and restarting workflows, contact the Support team. They can check the status of the deliveries in the mid instance and confirm that the workflows run correctly.

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