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When a post fails
Why a post might not go out, how you find out, and how to fix it.
Soda would rather tell you loudly than fail quietly. If a post does not go out, you get a notification in the app and an email, each naming the post, the platform and the reason, with a link to the fix.
Two kinds of failure
| Kind | Examples | What Soda does |
|---|---|---|
| Temporary | The platform is down, slow, or asks us to wait. | Tries again after 1, 2, 4, 8 and 16 minutes. You see "Waiting to retry". Usually you need do nothing. |
| Needs you | The connection expired, the caption is too long, the platform refused the image. | Stops straight away and tells you what to fix. Retrying without fixing would fail the same way. |
If every retry fails, the post is marked Failed and you are told how many times it was tried.
Fix it
| The message is about | Do this |
|---|---|
| A connection that expired or was refused | Choose Reconnect (in the notification, the calendar or the brand's Accounts tab), sign in to the platform again, then Retry. |
| The caption | Open the post, shorten or correct the caption, Save, then Retry failed. |
| The image | Open the design. Very large or unusual images are the usual cause; try again after simplifying, or tell us. |
| Approval | The post was edited after it was approved. Send it for approval again. |
| Something on the platform's side | Wait a little and choose Retry. |
Where to retry
- The Needs attention strip at the top of the calendar.
- The post's details on the calendar: Retry beside the platform that failed.
- Post details in the Studio: Retry failed.
A retry sends only to the platforms that failed. Platforms where the post is already live are left alone, so nothing is posted twice.
Warned in advance
Ten minutes before a scheduled time Soda checks the account and the post. If it finds a problem, the warning says the post "will not publish unless this is fixed", so you can often fix it before the time arrives.