Description

The usage of the Email Experience Manager (EXM) might cause issues with the following symptoms:

• Some EXM-related interactions are not registered in xDB and therefore not represented in the reports.
• Some emails are not sent.
• The following errors appear in the EXM logs:
  

  Failed to process an email opened task
  Exception: Sitecore.XConnect.Operations.FacetOperationException
  Message: Operation #0, Conflict, Contact {51b26f8d-56fd-bc00-0000-059230cfaf96}, Emails
  Source: Sitecore.Xdb.Common.Web
     at Sitecore.Xdb.Common.Web.Synchronous.SynchronousExtensions.SuspendContextLock[TResult](Func`1 taskFactory)
     at Sitecore.XConnect.Client.XConnectSynchronousExtensions.SuspendContextLock(Func`1 taskFactory)
     at Sitecore.EmailCampaign.XConnect.Web.XConnectRetry.RequestWithRetry(Action`1 action, Func`3 isTransient, Double delay, Int32 retryCount)
     at Sitecore.EmailCampaign.XConnect.Web.XConnectRetry.RequestWithRetry(Action`1 action)
     at Sitecore.EmailCampaign.Cm.Pipelines.EmailOpened.ResetContactEmailBounceCount.Process(EmailOpenedPipelineArgs args)
     at (Object , Object )
     at Sitecore.Pipelines.CorePipeline.Run(PipelineArgs args)
     at Sitecore.Pipelines.DefaultCorePipelineManager.Run(String pipelineName, PipelineArgs args, String pipelineDomain, Boolean failIfNotExists)
     at Sitecore.Pipelines.DefaultCorePipelineManager.Run(String pipelineName, PipelineArgs args, String pipelineDomain)
     at Sitecore.Modules.EmailCampaign.Core.PipelineHelper.RunPipeline(String pipelineName, PipelineArgs args, String pipelineDomain)
     at Sitecore.EmailCampaign.Cm.Handlers.EmailOpenedMessageHandler.RegisterOpen(EmailOpenMessage message)

The error referred to might occur if the same facet of the contact has been updated in parallel threads.

Solution

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

• Upgrade Sitecore XP instance to Sitecore XP 10.1.0 or later.
• Download and install the hotfix or a patch compatible with the affected product version:
  
  • For Sitecore XP 9.0.2 and earlier, download and install the patch compatible with the affected product version found on this page: https://github.com/sitecoresupport/Sitecore.Support.434414/releases
  • For Sitecore XP 9.1.0: SC Hotfix 505025-1.zip
  • For Sitecore XP 9.1.1: SC Hotfix 496352-1.zip
  • For Sitecore XP 9.2: SC Hotfix-543557-1.zip
  • For Sitecore XP 9.3: SC Hotfix 437401-1.zip

  Be aware that the hotfixes or the patch were built for specific Sitecore XP versions, 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 hotfixes must be installed on a CM instance and then synced with other instances using standard development practices.

  Note: After installation of the patch or the hotfix the conflicts might still temporarily occur during the retry, but they appear in the EXM logs as warning messages. However, there should be no errors and after several retries the statistic can be tracked.