My coworker received one of the emails from our Abandon Checkout Flow with this error message. We use Outlook for our company emails and recently implemented a more robust security system.
When I looked at the body of the email and the triggers and everything seems to be set up correctly. We use Shopify+ for our website.
Has anyone had this issue before and how did you resolve it?
Best answer by Byrne C
Hey
This is happening in a flow triggered by Started Checkout, right? I’d recommend taking a look at the image source in the Started Checkout event that this person triggered. If copying and pasting that source from the event data into your browser takes you to the image, that means that Klaviyo is receiving a working image, and adding it to the HTML of the template.
If that’s the case, then this issue appears to be related to how Outlook renders emails, rather than how Klaviyo creates them and sends them out. Are there any other images in the email that are working, or have all of the images been removed, and replaced with the "Error! filename not specified" language? If some images are working, you might want to compare the image URLs of the images to see if there are any major differences in the URL structure of each one. It might also be useful to reach out to Outlook’s team and ask them for clarity on why this error message occurs, and how to avoid it in the future.
Let me know if I can help with anything else, or if you have any questions about the above!
-Byrne
+2Hi
Here are a few steps to troubleshoot and resolve the issue:
1. Check Email Deliverability: The error could be related to email deliverability. Ensure that your Klaviyo account is set up properly with your domain authentication (SPF, DKIM, and DMARC settings) to avoid being flagged by security systems or spam filters.
2. Security System Conflict: Since you recently implemented a more robust security system, it could be blocking or flagging emails that are not from trusted sources. Verify that your security system isn’t marking legitimate Klaviyo emails as suspicious.
3. Check the Email’s Content: Sometimes, security systems flag certain links, attachments, or dynamic content (like personalized fields) as suspicious. Double-check that the content in your Abandon Checkout Flow email doesn’t trigger any security filters.
4. Whitelist Klaviyo: Ensure that your company's email security system allows emails from Klaviyo's sending domains. You may need to whitelist Klaviyo's email servers to ensure the emails are delivered without issues.
5. Outlook Filters: Check if the error message is related to Outlook’s spam or filtering settings. Test with a personal email address (non-Outlook) to see if the issue persists.
Let me know if you need any more help!
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+16Hey
This is happening in a flow triggered by Started Checkout, right? I’d recommend taking a look at the image source in the Started Checkout event that this person triggered. If copying and pasting that source from the event data into your browser takes you to the image, that means that Klaviyo is receiving a working image, and adding it to the HTML of the template.
If that’s the case, then this issue appears to be related to how Outlook renders emails, rather than how Klaviyo creates them and sends them out. Are there any other images in the email that are working, or have all of the images been removed, and replaced with the "Error! filename not specified" language? If some images are working, you might want to compare the image URLs of the images to see if there are any major differences in the URL structure of each one. It might also be useful to reach out to Outlook’s team and ask them for clarity on why this error message occurs, and how to avoid it in the future.
Let me know if I can help with anything else, or if you have any questions about the above!
-Byrne
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