Starting a few days ago, bcc emails from Outlook stopped logging in HubSpot, while forwarded emails continue to work fine. Everything was working previously, we did not change any user email addresses. Same problem across all users in our account. Thanks!
Hi @dsogo,
Is the bcc address populating for you within the bcc address bar? If so, does the address match the format outlined in this article?
If the bcc matches the criteria above and the issue persists, I would recommend deleting the extension and redownloading it (click here) to confirm you have the most up to date version of the extension.
If you are still experiencing this issue after taking these steps, can you please send along screenshots along with what version of Outlook you are using so I can advise on next steps?
Thank you,
Jenny
Jenny,
I’m in the same group with @dsogo. All of us are having this issue with our @bcc.hubspot.com address. @forward.hubspot.com works fine. We are having this issue even without any extensions. When we manually add ######@bcc.hubspot.com it does not track the email as it’s supposed to.
Also, going to Setting → Sales → Email Integrations shows some errors on my account and shows some old gmail account which is not registered right now with Hubspot for @dsogo.
Thanks,
AlexM
@martsyn can you send along what inbox you’re sending from, as well as any screenshots of what error messages are populating within your email integrations screen? Once I have this information I can advise on next steps.
Thank you,
Jenny
I’m sending from avm _at_ hortonpoint.com and here’s the screenshot with errors:
@martsyn thank you for sending the screenshot along.
Are you able to replicate that error message across different web browsers (i.e. Safari, Chrome, Firefox), as well as after clearing your cache? I would recommend clearing your cache if you have not already.
I would then see if you are able to see the bcc address under the ‘email integrations’ area and confirm the address matches what you are putting in the bcc line of your emails.
Additionally, what email inbox client (Outlook, Gmail, etc.) are you sending the emails from?
Thank you,
Jenny
Ok, so I cleared cookies in Chrome and started a private (incognito) session and still getting that error.
I installed Firefox and “Email Integrations” page works there:
The BCC address there is the mailbox we all used to use and it worked fine until recently. Again, the Forwarding address still works fine.
We use Outlook here (and also Exchange’s web interface). And whether we use its plug-ins or not BCC address does not work and Forwarding address works fine.
This BCC functionality is important to my team. Is there a way to speed up the communication to more than once a week and perhaps get a developer over a phone call? I don’t mind sharing my screen if necessary or helping out in any other way you need.
Thank you,
AlexM
@jennysowyrda, can you please follow up on this? This is clearly a bug with handling mail incoming into our hubspot BCC mailbox, not issue with my browser or mail client extensions. Can we get someone to look into our account.
Let me know if it takes getting a paid account to get this resolved over the phone.
@martsyn thank you for your patience while I have investigated this matter on your behalf.
There are a few things going on here:
1. The Chrome error
Please enable cookies and allow local data to be set within your Chrome settings (see screenshot).
2. Bcc address
Can you please try deleting the extension from Outlook, and adding the bcc address independently? If the forwarding is working and it is just the bcc address that is not working, this is likey associated with the extension as opposed to the functionality. You can download the latest version of the extension here.
Please let me know if these steps resolve the matter for you.
@jsowyrd, let me reiterate once again that I am not using any extensions and manually populating 2311372@bcc.hubspot.com in BCC address in outlook.
@martsyn can you please send along a screenshot of a sent email from your Outlook inbox with the bcc address added? Thank you.
Jenny, thanks for getting back.
Here’s the screenshot of Outlook window with message I’m about to be sent:
Here’s proof that the message was received by my outside mailbox repka_at_ymail.com:
And here’s hubspot communications page with that account that is missing all BCCed emails and only has emails forwarded to 2311372@forward.hubspot.com to show that BCC doesn’t works while forward does:
Thanks
@jennysowyrda, let me also add that I tried all three text formats: plain, HTML and rich. None go through to hubspot.
@martsyn can you please get an email header from an email you have sent using the bcc email address and send me the email header in a private message? Here are instructions on how to get an email header.
@jennysowyrda, hi
I’ve just sent you the message source. Outlook does not show you the headers from sent messages (only received). So I grabbed the raw message from yahoo (ymail) mail box that was the destination of my test email. Thanks
@jennysowyrda, I added my gmail address as my another address in hubspot and BCC feature works. So it’s something between our servers. I tested BCC on our Outlook/Exchange server separately and it works as expected and we rely on it every day, so no surprises there.
I think it’s about how hubspot is handling messages sent from us. I tried different formats and none of them show up in contact’s communication stream. It’s not plain/html/rich text formats because I tried all of them. It’s not base64 encoding on top of those formats because when I switch my Outlook from UTF-8 to ASCII emails are no longer base64 encoded, yet nothing shows up in hubspot.
If you have more ideas to experiment with, please let me know. Please reach out to me directly if you think it’ll speed up the troubleshooting. Thank you
@martsyn are you able to get the headers from the sent email in Outlook ollowing these instructions? Having this information would be very helpful. If your version of Outlook is not covered in the article, can you please let me know which version of Outlook (2010, 2016, etc.) you are using?
You can send the email header through a message again.
Thank you,
Jenny
@jennysowyrda, like I said before, these instructions are for the messages received by Outlook. When I follow these instructions for sent messages, the internet headers textblock is blank:
So that’s why I private-messaged you the resulting raw source (including headers) of the message received by my yahoo mailbox (repka_at_ymail.com) so that you can see what’s being sent. For obvious reasons these headers do not contain a line with your BCC address, but trust me, it’s there. If you want, I can send an email with any other mailbox you tell me in BCC field along with 2311372@bcc.hubspot.com so that you can see inspect the message yourself.
We use Outlook 2013 (mostly), Outlook 2010 and Exchange server’s web interface here. BCC functionality works with neigher of those . Whether with or without hubspot extensions.
@martsyn if the headers are showing as blank within Outlook, they can be accessed by your IT team. Do you have an IT team you can reach out to for the headers?
Additionally, can you take a screenshot of an email in the sent folder of your Outlook showing the bcc address? The bcc address should populate in the recipients area of the originally sent email. The more evidence that I can gather that shows the bcc address is populating within Outlook, the more expedited this troubleshooting process will be.
I appreciate your patience while we work on this issue for you.
Thank you,
Jenny
@jennysowyrda, previous screenshots I posted, including the last one, have the BCC field populated. As for headers from a sent message it might be problematic.
As a suggestion, how about I pm you the raw message that shows the our BCC address in CC field of a test email. I tested this and hubspot picks up such messages sent from gmail just like as if the address was in BCC field.