Other Errors or Issues

Below are some other errors a user may encounter, along with guidance on how to troubleshoot them.

Failed to convert from type [com.messagegears.accelerator.async.AsyncTask] to type [com.messagegears.accelerator.ui.support.AsyncTaskDto] for value 'com.messagegears.accelerator.async.AsyncTask@db937d5e'; nested exception is com.messagegears.accelerator.service.AsyncTaskNestedRuntimeException: the content of elements must consist of well-formed character data or markup.

You may see this error when using an uploaded CSV or XML file as an audience.  Most often, the root cause is the header row: similar to SQL audiences, the header row for email addresses must be exactly EmailAddress.
This error can also indicate that one or more email addresses in the list is invalid.  Double check the list for any malformed addresses.

This error can also be caused by Excel or another application saving the file with incorrect encoding.  The available encoding options, as shown in the dropdown menu on that screen, are UTF-8 and UTF-16 (UTF-8 is more common).  Excel or other applications may incorrectly save the file as UTF-8 with BOM encoding, even when specifically deselecting that option.  The workaround is typically to copy the data out of Excel and into Notepad++ (or an equivalent text editor), and then to save the file as regular UTF-8 encoding.

????????????????????????????????????????????????????????????????????????????

If you're using non-standard characters in a template (such as emojis or other languages) and see question marks or other invalid/garbled characters in place of them, this indicates that the MySQL database encoding is set to utf8 instead of utf8mb4.  Please refer to 📄 New Accelerator Installation Instructionsfor information on how to set utf8mb4 encoding in a local MySQL database.  If you're using RDS, please see 📄 Accelerator Configurations for AWS RDSfor details.

Error creating filename.csv, Error message: Access Denied (Service: Amazon S3; Status Code: 403; Error Code: AccessDenied

This error message could happen on an external campaign launch.  If received, it means that the credentials for the external campaign are invalid or the external destination is configured to block incoming connections from the MessageGears Cloud.  When this happens, the external job will be marked as failed, and the CSV would not be able to make it to the destination.