new & improved BC knowledgebase

Rob Miles - Tuesday, May 10, 2011
Business Catalyst has launched a new and improved Knowledgebase. The new Knowledgebase introduces a range of requested features, including enhanced navigation options.

You can access the new Knowledgebase at

Other new features include:
  • A Flash-free landing page featuring small business owner focused "Getting Started" tutorials
  • Category based "Browse by topic" navigation
  • A dynamically generated "Recently updated" section
  • A new set of 6 white-labeled "Getting Started" videos for SBOs
  • Search auto-completion based on popular search phrases (start typing "w" for instance, and you'll see suggested searches such as Web Apps and Web Forms)

We hope you find the improved Knowledgebase helpful.

important update for all triangle users

Rob Miles - Tuesday, May 10, 2011
Starting 29 April 2011, the existing (2.60) version of Triangle extension will not be able to login to Business Catalyst servers due to a change in authentication protocols.

To allow you to continue using Triangle, Business Catalyst have released a new version (2.61) and made it available for download from here.

january 2011 stability and email issues

Rob Miles - Friday, April 29, 2011

Earlier this year Business Catalyst experienced a series of incidents that caused significant problems for a large number of customers. They had issues with their hosted email services followed by stability problems on the legacy Sydney data center.

In light of this, BC are issuing a full month credit for all paid sites that were hosted on the legacy Sydney data center, and those that were using internally hosted email services.

To be more specific, the following sites will receive a full month credit:

  • All paid sites hosted on the AU data center that have been upgraded on or before January 31st
  • All paid sites using the internal Business Catalyst hosted mail service across all data centers, which have been upgraded on or before January 31st 2011
  • All customers that were affected by these incidents will receive an email announcing the full month of credit.

In addition, BC has made some updates to the site Admin Console to help customers understand the period for which the credit has been applied. Go to Home > My Account.

To issue the full month of credit, BC will skip a month of invoicing for websites with monthly billing, and simply postpone the invoice for one month for sites on annual billing. If your site is billed monthly, no invoice will be generated between 15 Apr and 15 May 2011. If your site is billed yearly, the next due invoice will be postponed by one month.

Since the series of incidents, BC has managed to solve all email issues by shifting to an externally hosted email provider and migrating all sites from the legacy Sydney data center to a new location.

Once again, we apologise for the inconvenience caused by these outages and thank you for your support. If you have any other questions, please submit a Support Request via your Partner Portal or contact us.

adding a TweetMeme button to your BC blog

Rob Miles - Thursday, December 09, 2010

Adding a TweetMeme button to your BC blog posts is a great way to encourage "retweeting" of your content via the Twitter social network.

The standard TweetMeme button includes a count of how many times your blog post has been retweeted already, plus a clickable "retweet" button for your visitors to quickly and easily share a link to the content.

In just 3 easy steps, you can integrate a TweetMeme button with your blog.

Click here to get started

troubleshooting BC email marketing campaigns

Rob Miles - Thursday, December 09, 2010

There are various issues you may encounter when using the email marketing features of Business Catalyst. This article from BC aims to explain some of these issues and their causes.

Why are my emails bouncing?

Bounces can be caused by numerous issues. The first thing to look at is the number being written in the bounce report.

550 series errors are caused by non-existent or incorrectly spelled emails. If you have imported a large list it's very likely some of your emails are invalid and as such you will find this number appearing in bounce reports. It is important you unsubscribe these individuals as servers view this as an attempt to "phish" for valid email addresses. If you have a large number of these bounces you may find that your overall marketing suffers as the server starts refusing your emails!

4xx series errors often are temporary deferments caused by excessive server load on the recipient side. Our mail server will most likely send out the email but this report will not be updated upon completion. The bounce report is written once and includes the first wave of tries from our marketing servers.

Though such heavy bounce rates are not a regular occurrence, there are a few steps you can take to help us and yourself with email deliverability. The first thing you can do is evaluate the campaigns you send and make sure that:

  • There are no broken images
  • Your messages maintain a ratio of 80:20 images:text and no higher. Full image emails are often content filtered as spam immediately
  • You monitor your bounce lists for 550 5.1.1 errors and remove these non-existent users from your email lists
  • Have your customers white list your email address and list you as trusted senders in their email clients

My customers say they aren't receiving my emails!

There are numerous reasons for this, most of which have to do with the first question! However, there is also a chance that the mail application of the client, whether it be a web based system or local client application, is sending your mailing to the spam filter. Along with the suggestions above, you should always include language on the signup page and on emails that indicates to your client that they should whitelist your server and emails to achieve better marketing performance.

Why is nobody opening my emails?

They most likely are, but they are probably not registering. There are a few reasons for this. First of all, be sure you have selected to send an HTML version of your email.

In order for the system to register an opening, the email client needs to download the images from the email or the user needs to click on a link and go to your website. The tracking code is attached to the images. If your newsletter does not have an image in it, the system will insert 1px x 1px image into it for the recording purposes. That image download is then recorded by the system. The image download is what causes the reports to reflect that the email campaign message was opened. The problem is that the email clients don't do this by default to prevent spammers form identifying the legitimate email addresses. In Outlook, Gmail, Thunderbird, Mail and most other clients, you often have to specifically click on "Download Images" (or something along those lines) link. So, for all those customers that end up viewing the newsletter without downloading the image, the system will have no way of recording the opening.

Finally, some clients just don't like HTML emails and will default to the plain text version of the mailing. For example, many older Blackberry models do not display HTML unless written in a very strict fashion or at all!

Why is my email going to the spam folder?

This ties into the first two issues discussed. Inbox placement is a tricky issue and is due to a multitude of factors. Follow best practices and engage your customers with calls to action for whitelisting and you will find success.

Why is my campaign not going out or seems delayed?

Typically you will find that campaigns are sent out within 15 minutes of the scheduled time. However, campaigns can take up to 24 hours to finish fully broadcasting. Keep in mind that reporting is only available once the broadcast is "finished" but this does not necessarily mean sending hasn't begun.

How can I stop a campaign from going out?

If you go into your campaign and choose "Save Draft" then it will revert to a draft state and no longer be sent at its scheduled time. As long as you do this before the time is reached this should work for you.

adding a share button to a BC blog

Rob Miles - Thursday, December 09, 2010

In this BC article, you'll learn how to quickly and easily add a "Share This" button to your BC blog using the popular AddThis service.

Integrating a "Share" button to your blog enables readers to easily refer friends, family and co-workers to your site and can increase traffic to your online business.

Click here to get started