Email Error: Unable to load email message. Platform Email Id '1582', Email Id: 'Unknown'.

We get this email about a hundred times every minute. They're non stop. Not sure what we need to do to fix the issue. If someone could assist, it would be appreciated. Thank you!

the body text includes...
 

"The attached message was sent to an inbox and could not be processed by the Email Monitor 'Email Replies' with the ID of '2'. Please see the error information below and then check the logs in the Admin application for more information.

 

Error Description:

Incoming email record for platform email id [1580] couldn't be found or is in the wrong state."

 

Tags email-monitor alert-email email-behavior
Asked by Sean St. Pierre on Thu 5/30/24 1:19 PM
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Answers (2)

This answer has been marked as the accepted answer
Mark Sayers Thu 5/30/24 1:56 PM

Hi Sean,

This may be difficult to troubleshoot as a Question in the public forums, but when did this start happening?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

No feedback
About one hour ago. At 12:35 I believe. - Sean St. Pierre Thu 5/30/24 2:01 PM
I think I am on the line now with someone who is working on this from your office. Let's hold off on adding more communication until that person confirms they can get things straightened out. - Mark Sayers Thu 5/30/24 2:03 PM
Any answer on this? We just received approx. 10 of the same email error messages last night Oct 22 8pm
(never happened before).....
we find nothing in the logs that is helpful to troubleshoot - Angela Elia Wed 10/23/24 9:55 AM
Hi Angela,
The email related errors last night would *not* have had an association with items that Sean reported, even though the message itself may have been similar or the same as what they reported back in May.

As a note, the problem that caused last night's email monitoring errors to occur *have* been resolved as of late last night. - Mark Sayers Wed 10/23/24 11:28 AM
Janet Magana Wed 10/23/24 12:11 PM

Good morning, Mark,

We at WesternU also received similar errors for multiple email monitors. I read that the problem has been resolved. Is there anything we need to do on our end?

No feedback
No there would be nothing you needed to do on your end. - Mark Sayers Wed 10/23/24 12:29 PM