Emails not being tracked by Outlook Sales Extension

Smart CRM & Sales Hub Outlook Sales Extension
1

Hi,

We are experiecing issues with the HubSpot email tracker in Outlook. The Sales extension is installed and the tracking option ticked, but our emails are not showing as opened. This is despite the extension working previously without any issues.

Please can you suggest some options to fix this?

Many thanks,

Jacob

2

Hi @JGoddard1,

Emails not showing as opened are not necessarily a reason to believe the extension isn’t working. Some email clients simply block the tracking pixels: Understand HubSpot Sales email open and click tracking | Knowledge Base

Is anything else about the integration not working or is it just that you’re not consistently seeing opens? If it’s the latter, this is likely not caused by HubSpot but by more restrictive clients, see above.

Best regards

3

Hi Karsten,

Thanks for your response. We are experiencing an issue with email signatures when the tracking feature is enabled.

All signature images are hidden with the error message: “The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the correct file and location.”

This does not happen when the tracking feature is disabled.

How can we prevent this from happening?

Many thanks,

Jacob

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4

Hi @karstenkoehler, just chasing up on the above message.

Many thanks,

Jacob

5

Hi @karstenkoehler, are you aware of any solutions to the above?

Many thanks,

Jacob

6

Hi @JGoddard1,

Does this also happen when you’re sending this email to another inbox / device? This might have to do with your organizations security guidelines – not allowing the loading of images through tracking URLs.

Best regards