Issues with Landing Pages

If you experience an issue with a Landing Page, check below to see if your issue is listed.

• If your issue is listed, try the suggested remedy and view the recommended knowledge base article for additional information.
• If your issue is not listed or you are unable to resolve the issue, create a case with Higher Logic Support.

Landing Page Report

Issue: The Landing Page Report is not showing every submission since it was activated.

Probable Cause: By default, the Landing Page Report displays data from the past 30 days.

Suggested Remedy: In the title bar of the page, increase the date range to extend beyond the past 30 days; this should result in more data populating the report.

See Landing Page Reports.

You can also navigate to Contacts > Groups and select the Landing Pages folder. In the Type column, find a Group that "Submitted" and use the left-column hover menu > Info to view the Subscribers tab list of submitters.

See Landing Pages Target Groups.

Landing Page submissions

Issue: When subscribers submit the Landing Page, it is incomplete sometimes.

Probable Cause: Your Landing Page has fields that you require but which have not been set as Required, so the information is not being provided, as expected.

Suggested Remedy: Edit the Landing Page and click the blue gear icon to access the Properties for these fields. Set the fields as Required and save the changes. (Required fields are denoted with a red asterisk on a Landing Page.)

See Landing Pages Tabs.

Unsubscribe checkbox does not display

Issue: The Unsubscribe checkbox is not displaying on my Landing Page.

Probable Cause: The Landing Page is being accessed directly in a web browser, instead of via a hyperlink in a published or test message. When a Landing Page is accessed directly via a browser, the "unsubscribe from all mailings" option does not display because the contact is considered "unknown" because there isn't an email address associated to the contact as there is when the Landing Page is accessed via an email message link.

Suggested Remedy:

1. Enable the Auto-fill option on the Process tab of the Landing Page.
2. Hyperlink the Landing Page in your template using the Form Landing Page hyperlink option.
3. Advise contacts that they must access the Landing Page from the message in order for the Unsubscribe checkbox to display.

See Landing Pages Items.

Unsubscribe Landing Page options

Issue: A limited number of options display for a contact on the Unsubscribe Landing Page.

Probable Cause: The contact is not recognized as an active subscriber, or the contact accessed the Landing Page without the proper subscriber context.

Suggested Remedy: Verify the contact's subscriber status and, if necessary, re-subscribe the contact. Make sure that the contact accesses the page with the proper subscriber context.

Integrations-based issues

NOTE: The following situations are specific to customer accounts that are integrated with an external AMS/CRM database and which use Integrated Preference Management (IPM) with remote interests.

Learn how to manage your contacts' email preferences in Landing Pages and Integrated Preference Management.

The Remote Interests checkboxes do not display

Issue: The "remote interests" checkboxes on my IPM Landing Page do not display for a contact. (This issue has two probable causes; review both if necessary.)

Probable Cause 1: The contact has a record in your Thrive Marketing Professional account only and is, therefore, eligible to be included in mailings. However, there is no database record for the contact in your external AMS/CRM database.

Suggested Remedy: Check your external AMS/CRM database for the contact record. If there isn't one, create one for the contact in order to enable Landing Page preference management.

• Also, ensure that the Auto-fill option on the Process tab is enabled. This feature is designed for profile management.

Probable Cause 2: There is an issue with the connection to your external AMS/CRM database.

Suggested Remedy: Navigate to Admin > Settings > Setup and visit the appropriate page for your integration, either:

• Bridge Configuration (Only UPI) or
• Check Bridge Status (only iMIS)

...and check the Bridge Connection.

A Remote Interest has been removed

Issue: A "remote interest" field is not displaying on my Landing Page.

Probable Cause: The remote interest was unchecked on the Contacts > Profile Fields page. If a remote interest gets unchecked on this page, it is removed from all Landing Pages on which it has been included.

Suggested Remedy: Navigate to Contacts > Profile Fields and check the interest if it is unchecked. Preview the Landing Page to confirm that it now displays.