How to Resolve Email for Media Issues : Topspin Artist Support

Support Center/Artist Knowledge Base/Troubleshooting

How to Resolve Email for Media Issues

Topspin Artist Support
posted this on Jan 09 09:12 pm

If your Email for Media widget (E4M) isn't functioning properly, fear not! Most E4M problems are very easy to fix (if you know where to look). Here's how to get your widget up and running:

1. This widget is currently unavailable.

Does your widget looks like this?

Screen_Shot_2012-01-09_at_8.48.30_PM.png

Don't be intimidated by the scary red text - this is usually a very simple fix:

1. Determine the media that's being offered via your widget. Go find the media in the Products section of your account.

2. Once you've clicked into the product details, scroll all the way down to the bottom and view the product's "Inventory":

3. Eureka! If your product's "Total Quantity" or "Quantity Remaining" are zero, then the product is considered out of stock, and your E4M is closed for business. To fix this, just add a positive (preferably large) number to the "Total Quantity" field, and save. This will likely fix your widget within 15 minutes. If your E4M download is a digital package containing multiple media files, make sure to check every single file - if one file is out of stock, your widget will remain unavailable.

If the above steps have not resolved this "unavailable" error, then your problem may be a bit more complex. Are you using Download Anywhere to display your widget in a lightbox using the &fb=1 variable? If so, it's possible that you've input an incorrect Widget ID in your Download Anywhere configuration:

Ensure that your Download Anywhere Widget ID actually matches the Widget ID for your Email for Media widget:

The above Widget IDs obviously don't match, which will result in a broken Download Anywhere display. Changing your Download Anywhere Widget ID to reflect the actual widget ID should resolve the issue.

2. Oops! We can't serve the page you requested.

If you're testing an E4M download link and run into the Oops message below, it's likely you've used up your unique download attempts.

Screen_Shot_2012-01-09_at_9.42.31_PM.png

For you sleuths out there, the URL of the Oops page contains a telling clue:

The number of times you can trigger a unique download link distributed from your Topspin account is determined by the "Download Settings: Digital Download Limit" in your Artist Profile. By default, this number is five, but can be changed to pretty much anything. If you've already tested your signup flow five times (totally normal behavior in the hours leading up to launch), and you suddenly start hitting the Oops page, do not panic - the system is just working as intended. Try submitting a new, unused email address for testing, and you should be good to go. If you keep getting the Oops error (even for new email addresses), contact Artist Support.

3. I changed out the product in my E4M, but my fans are still getting the old product!

When you submit your email address via an E4M, you receive a "Confirm and Download" email containing a unique download link (this link is yours and yours only, and is created only once). Since the objective of an E4M is to acquire new fans, the E4M only creates one download link per fan email. Let's say bowie@dogpound.net signs up and receives "Digital Package A" via your E4M widget. A month later, if you repurpose the exact same E4M by changing the downloadable product to "Digital Package B", only submitters new to this particular E4M will receive the new product. If bowie@dogpound.net resubmits the same old email address to your E4M, they will unfortunately receive the same old link for "Digital Package A". Conclusion: if you'd like to offer frequent downloads to your fans via E4M but want to avoid the aforementioned confusion, we recommend you just create a new E4M each time you offer a new product.