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Thread in #Hub Support

Community Member

July 10 at 08:57 pm

I get an error message when trying to send an email to an LP , 'There was an issue processing your request.' I refreshed my window but it didn't seem to solve the issue.

8 replies

Community Member

Jul 10, 2025 at 20:57

Decile Base AI

This type of error can occur due to a temporary issue with the Decile Hub platform. Refreshing your window is a good first step, but if the problem persists, it may require attention from the support team. You should report the issue in the Decile Hub Support forum, providing details about the error. You can do so here: https://decilehub.com/base/8-hub_support/31722.

If you continue to experience problems, consider logging out and back in, or trying a different browser. For ongoing issues, Decile Hub support can provide further assistance.

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Community Member

Jul 10, 2025 at 21:39

Hi @Emmanuel Boakye it will take some time to fully get to the bottom of this, I've found the error in our logs though.

Could I ask you to post a screenshot of the emailer before you are submitting it to send?

Community Member

Jul 10, 2025 at 21:43

developers note: https://us5.datadoghq.com/logs?query=service%3A%28production_hub_app%20OR%20production_hub_worker%29%20error%20newcreationventures&agg_m=count&agg_m_source=base&agg_t=count&cols=host%2Cservice&context_event=AYlvuW4SAACWWexmpwrP0wAA&event=AwAAAZf1zhsc41bbfgAAABhBWmYxemgwOUFBRHYtYjhiX2FreUhBQUEAAABdMDE5N2Y1ZWMtNjQ3My00ODU1LWI0MzctYTI2ZmY1NjI4Yjc1LXN5bnRoZXRpYy10aW1lLTE3NTIxNjY4MDAwMDAwMDAwMDBjLTE3NTIxNzc1OTk2MDMwMDAwMDFvAAAB2Q&messageDisplay=inline&refresh_mode=sliding&storage=hot&stream_sort=time%2Cdesc&viz=&from_ts=1752169111170&to_ts=1752183511170&live=true

Community Member

Jul 10, 2025 at 22:15

Ok sure, see below for screenshot.

Community Member

Jul 10, 2025 at 22:25

@Emmanuel Boakye We should have a protection against this, but apparently we don't. The issue here is that there isn't an email for Bernard in the system, note the "To" is blank. That's the issue here.

I'm making a note to improve our error messaging here.

Community Member

Jul 10, 2025 at 22:37

Sorry, I forgot to put his email address in the one I sent on the screenshot. the previous time I tried to email, his email address was in the 'To' line.

Community Member

Jul 16, 2025 at 18:46

Hi @Emmanuel Boakye , we solved this issue. You should be able to send the email now, thanks for reporting!

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