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Live Campaign - Bounce management

We have our Live Campaign settings for Bounce Count Soft: 16 and Bounce Count Hard: 3. However when I look at the LiveCampaign_BouncedMail table I see a lot of records with HardCount well over 3 and SoftCount well over 16.


Also along the same lines for example we received an 'undeliverable' email with a status of: Remote Server returned '550 5.1.1 RESOLVER.ADR.RecipNotFound; not found'

When I review the LiveCampaign_Email table for the specific email address from the error, I see multiple records but all of the have Error=null, BounceType=null, BounceReason=null (and this specific email address isn't in the LiveCampaign_BouncedMail table).


I'm afraid we are sending out a lot of unnecessary emails and that the bounce rules aren't being followed.



Bill Weaver Bill Weaver
Published 07/15/2019 12:40
  • Live Campaign
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Mandeep Singh

What version of Live Campaign are you using. We're aware of this bug in a previous version of Live Campaign. Make sure you're on the latest version. If the issue persists, please open a support ticket. Thanks

replied 07/15/2019 21:24
Bill Weaver

We are using 4.1.1. I just logged into the DNN store and see under my 'download's there is a Is this the latest?

replied 07/16/2019 11:52
Mandeep Singh

Live Campaign 4.2.7 is the latest download. Thanks

replied 07/16/2019 16:27
Bill Weaver

We did in fact upgrade awhile ago, and are just realizing this never resolved our issue with our bounce counts growing way beyond the threshold we have set, which is 3 for hard count, and 16 for soft counts. We now have over 7,000 email addresses in the bounced table wiht hard counts above 3 all the way up to 10895! How do the hard counts get so high? 

When I look at a sent campaign report, it seems to be removing the email address that have been bounced from the total amount of emails to be sent, but yet the hard counts keep climbing. How would this happen? Does it add to the bounce count when an email is included in a campaign that is already in the bounced list, even though the email doesn’t go out?

The email with the highest hard bounce count (10895) is also the email address that is in the “From” address email field. Does it not allow to send to an email address that is in the from field?

We have out soft count threshold set at 16, but have thousands in the table with counts much higher. Is that a cumulative count? Does the threshold only apply to specific campaign, and once it hits that the email is canceled, then the count starts over next campaign? Will an email address with a high soft bounce count continue to be emailed to in future campaigns?

Also, I was just wondering if it is recommended to delete email addresses from the lists after they get a hard bounce or high soft bounce counts?

replied 02/21/2020 19:45
anurag kumar

As far as your last point is considered, Its recommended to remove such email contacts from your list which resulted in hard bounce. The one returned as a soft bounce can be retried once/twice after some span of time but not more than that. I would also recommend you to validate your email database before sending out any campaigns to avoid these hard bounces completely , you can use Clearout (Email validation tool) for this purpose. 

replied 02/24/2020 07:16
Bill Weaver

Thank you! I thought as much.

replied 02/28/2020 13:14

Last Activity 02/28/2020 13:14