Description

In the Email Experience Manager (EXM), an email campaign might remain In progress indefinitely after all the messages have been sent. The issue occurs when a Primary Content Management (CM) server is configured along with a Dedicated Email Dispatch Server (DDS) in such a way that the dispatch on the Primary CM server is disabled.

Solution

To resolve the issue, consider one of the following options:

• Upgrade a Sitecore XP instance to Sitecore XP 10.2.0.
• For Sitecore XP 9.2, download and install the hotfix: SC Hotfix 543557-1.zip

  Be aware that the hotfix was built for the specific Sitecore XP version and must not be installed on other Sitecore XP versions or in combination with other hotfixes. In case any other hotfixes have already been installed on a certain Sitecore XP instance, send a request for a compatibility check to Sitecore Support.

  Note that the ZIP file contents must be extracted to locate installation instructions and related files inside. The hotfix must be installed on a CM instance and then synced with other instances using standard development practices.

• Use the following approach:
  
  1. Enable the dispatch on the Primary CM server by replacing the line:

     <processor type="Sitecore.EmailCampaign.Cm.Pipelines.DispatchNewsletter.WaitForDispatchToFinish, Sitecore.EmailCampaign.Cm" resolve="true" />

     with the following line:

     <processor type="Sitecore.EmailCampaign.Cm.Pipelines.DispatchNewsletter.SendMessage, Sitecore.EmailCampaign.Cm" resolve="true" />

  2. On the Primary CM server, set the value of the NumberThreads setting as follows:

     <setting name="NumberThreads" value="1" />

     In this way, the dispatch on the CM server is enabled, but the CM server sends the minimal number of messages.
  3. On the Primary CM server, set the Sleep parameter as follows:

     <processor type="Sitecore.EmailCampaign.Cm.Pipelines.SendEmail.Sleep, Sitecore.EmailCampaign.Cm">
         <param desc="sleep">1000</param>
      </processor>

  Note: The values must be patched by creating a configuration patch file in the \App_Config\Include\zzz folder.