I noticed this week that email tracking is not working for me. It had been working for emails sent previously.
Oddly, however, when I follow the steps in the pinned post (updates, deactivate other extensions, HTML formatted) I can successfully track emails sent to hello@getsidekick.com
BUT - when I email my personal email account, I am not successfully seeing when I open the email. After opening the email multiple times (and keeping extensions off), Hubspot continues to show the email as unopened.
Are you able to view the email headers for the emails that aren’t tracking? If so, I would be curious if the tracking code is populating in the sent email. That would be the key to the email being tracked.
Let me know if you are able to find that information!
I subsequently sent another follow-up email to a non-personal, external email address, then verbally confirmed that it had been opened. Hubspot, however, still does not reflect that this additional test email has been opened. The tracking image was appended to the email.
Without knowing the specifics of how the recipient’s inbox is set up it’s hard to know what is causing it on their end. The issues could range from them not automatically downloading images, to opening the email in plain text, to having a firewall in place that prevents the tracking pixel from being recognized.
Where the pixel did populate and work for the community email test (I can confirm I opened the email), the issue may be with the receiving end as opposed to the sending end.
If you are able to get the email header for the received email from the recipient, we can see if the tracking pixel is in that as a starting point.
Here is the full message as received by my personal email account, which is not blocking images from loading (email addresses redacted):
Delivered-To: jt-----------@gmail.com
Received: by 2002:a4a:8dc4:0:0:0:0:0 with SMTP id a4-v6csp589580ool;
Fri, 5 Oct 2018 08:42:46 -0700 (PDT)
X-Received: by 2002:aca:fc8e:: with SMTP id a136-v6mr5450723oii.288.1538754166113;
Fri, 05 Oct 2018 08:42:46 -0700 (PDT)
ARC-Seal: i=1; a=rsa-sha256; t=1538754166; cv=none;
d=google.com; s=arc-20160816;
b=XW2XPXl7mwmyUgLmJRwsKJgDtWl1WcFQnCjZUw0j3ct3o7Dmzvue/bpxJleIcH2C68
KOGqMb/3jnqSga1+PWKTUemr8yVE+BbYZtNerYcHmQxuBT1QQqLaaVL52Devdv4+5umd
/QMQwSyE2OCMJfUOPDzgJYL5eh20Azz2o7etCxMoLk8qVmJ7XFx6szhhP6yhDrmC0pAE
UNmaun6EmadJq6NPD7ot1/XX4a79u+iJxPQuAUQZsDPDZGKW2rfWKYXjP2t2u365pZnF
EdEflICd9NIQRtATSQ+ZvVErwzPJkRnKaBe5QBe8PR3slLvOiwGvv7AP3UCv5MoO+mfi
sx5A==
ARC-Message-Signature: i=1; a=rsa-sha256; c=relaxed/relaxed; d=google.com; s=arc-20160816;
h=to:subject:message-id:date:from:mime-version:dkim-signature;
bh=hGulrBz77PmPvt/bqnEwtmjOD4OAtWAY8Zt/7Uqrzz0=;
b=rH3tZTsLIWulcljnE31XsSDKyZpV8iIlxSPzQy8PNyIRIBayGTlwSv4CiObnNNhb5x
2MCI4AxSuRL0Lf43py62JP1WAlBeQobH1PUDKDEWyZHCj9Rf82LE30szS4MNZ6JjHrYF
vNP/em2yBLasJ4UlEN8fMwS0hRGRV1n/bzsWgpK6jJ2APRrIRZVnCUGo/WTDdOZPdPd5
F0ufEmTof0zpmdc2Su1fEKJFVPvLxouQ64AaBfue+hLfQbJON7ZxzRkN1Ak0ei74JStR
jxf+4T3Olsh+yJGt2GUG6TzUIN6W2Ye8rx9fdEXUWpj6gHl0Onj5yHSKzJ+RgabZnnQR
X34A==
ARC-Authentication-Results: i=1; mx.google.com;
dkim=pass header.i=@xiara-io.20150623.gappssmtp.com header.s=20150623 header.b=UGlkyRgW;
spf=neutral (google.com: 209.85.220.41 is neither permitted nor denied by best guess record for domain of jtaylor@xiara.io) smtp.mailfrom=jtaylor@xiara.io
Return-Path: <jt--------ra.io>
Received: from mail-sor-f41.google.com (mail-sor-f41.google.com. [209.85.220.41])
by mx.google.com with SMTPS id s84-v6sor563035oif.183.2018.10.05.08.42.45
for <jt-------@gmail.com>
(Google Transport Security);
Fri, 05 Oct 2018 08:42:45 -0700 (PDT)
Received-SPF: neutral (google.com: 209.85.220.41 is neither permitted nor denied by best guess record for domain of jtaylor@xiara.io) client-ip=209.85.220.41;
Authentication-Results: mx.google.com;
dkim=pass header.i=@xiara-io.20150623.gappssmtp.com header.s=20150623 header.b=UGlkyRgW;
spf=neutral (google.com: 209.85.220.41 is neither permitted nor denied by best guess record for domain of jtaylor@xiara.io) smtp.mailfrom=jtaylor@xiara.io
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
d=xiara-io.20150623.gappssmtp.com; s=20150623;
h=mime-version:from:date:message-id:subject:to;
bh=hGulrBz77PmPvt/bqnEwtmjOD4OAtWAY8Zt/7Uqrzz0=;
b=UGlkyRgWFT0dIwkvlBR8wv7ggyv7aIlDgY1B0X0AfxG92v3ja4U4u3KClxVVQfeoZ8
pp0eJHqY6vIuZ1IBHR98IApXuJJ7svYnj0eeFcMNJtZZYGdu/M3GjCQrqSOYZ1boxKkr
gls5pijryt3JO+89aCQrKOna2+BPLYxVA8esQDQr86PTVuZrf+awCNeA6ne0hNytCygB
WrvFvkLUtKgfSW0cBWyVadYuY9zQLQjtBiK0ngrVGw+SUcFEHJxj1Rj5HnxY3RysYmoq
PQG+ZQ04dOYMimpGz0V5NdwIt2lh/MRS1WKRZhJ3vU2e+u13V2OeBN+OatkU2umujJ0M
8uOw==
X-Google-DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
d=1e100.net; s=20161025;
h=x-gm-message-state:mime-version:from:date:message-id:subject:to;
bh=hGulrBz77PmPvt/bqnEwtmjOD4OAtWAY8Zt/7Uqrzz0=;
b=OijdvTHeAzNdxrQvMAhVyhdCWOHQPjoOkRl5Ys0dbX3Cde/oKk8RJeoU2pkLZwr9Is
RJee8eovPQvfxrDrgHdWVa1ashZLGIv/TGC5SrQJclByG8ag9Xa5nLpj9jbBtiDQRRtZ
Nd27XZwdiNBDu+en84UEz4PGeQz8WSmwSSQTb62b/HsezyeKAxCaaE1bVkXiR5qm2se6
12vMq9cKe3atGdHr4klLTY8P92eX4nwn36BXnH7I1G0VM2cT+8DzjLsQRjfKK6d4YQrf
WEhLwcCYSh4yMgFIB4iSzxrjmYwq37AT5sih7ehq7c0jc66Mp+4KbUgFL0D9lHEvNqwe
K21w==
X-Gm-Message-State: ABuFfojsdwkGUE2GJ1rsyWbl/7T28ds2M63Tap4+tH52/qjVxTH38EpZ s7pkX7Ljq9Y8CWvltgXiEbmQtCz7omfoM+U8gqMDF33W
X-Google-Smtp-Source: ACcGV63E3tPbPNyFm74j/3UHGGImw10ddiOVn9/yqhjyGizOWr9K2Zbcf9/cne7LUHP+yUlSP7tjPWQ0XFOaosnJgV0=
X-Received: by 2002:aca:b355:: with SMTP id c82-v6mr6017422oif.9.1538754165547; Fri, 05 Oct 2018 08:42:45 -0700 (PDT)
MIME-Version: 1.0
From: Jeff Taylor <jt------ara.io>
Date: Fri, 5 Oct 2018 08:42:32 -0700
Message-ID: <CAB9A=tuc1BR6n4WjU++33Cj+ytezyscvwp-3VOo8Go2aU8A3vA@mail.gmail.com>
Subject: TET
To: Jeff Taylor <jt------@gmail.com>
Content-Type: multipart/alternative; boundary="0000000000006f450005777d1f03"
--0000000000006f450005777d1f03
Content-Type: text/plain; charset="UTF-8"
Will this work?
--0000000000006f450005777d1f03
Content-Type: text/html; charset="UTF-8"
Content-Transfer-Encoding: quoted-printable
<div dir=3D"ltr">Will this work?<img src=3D"http://t.sidekickopen24.com/s1t=
/o/5/f18dQhb0S7kC8dDMPbW2n0x6l2B9gXrN7sKj6v5KRN6W56jV3M64kpcMW7dWWcg2KQ6b7f=
197v5Y04?si=3D7000000001756933&pi=3D233f64dd-aeab-4941-fb57-212f9083fb7=
1&ti=3Dnull" style=3D"display:none!important" height=3D"1" width=3D"1">=
</div>
--0000000000006f450005777d1f03--
Hey @jennysowyrda - I am having an issue that I think is the same as @jtaylorXiara. Emails that I am sending from my Gmail account are showing up as being “Assigned to me” but it is not showing me any proof that I sent the email with Tracking enabled. I sent a test email to the Hello email address and that worked, but all my emails today did not show any tracking. Screenshot attached. Any suggestions?
Are the emails showing as tracked on the contact record? If you are clicking “track” and the email isn’t tracking, can you please send along screenshots of the email on the contact record as well as the email header confirming the tracking pixel is present?
@jtaylorXiara are you still experiencing this issue for all users beyond HubSpot email addresses?
If tracking isn’t working for some recipients (when using the ‘track’ option) there are factors on both ends of an email that would alter results. From the sending end this can include ensuring the “track” button was checked off, ensuring the email wasn’t sent in plain text, etc. From the recipients’ end, factors that can interfere with tracking include firewalls, security settings, autodownloading or blocking images, and custom server settings.
Much of the visibility into tracking settings are beyond what HubSpot can see and can control, as we don’t control your email inbox, or the recipient’s inbox. Each email is a unique case for when it was sent, how it was sent, who it was sent from, etc. and so it is not uncommon for there to be different results for each email.
Here is a list of screenshots. It looks like when I go into contacts on the HubSpot website (as you will see below) it will let me know if it has been opened. However, in the Chrome extension (attached) you will see that it didn’t even show that an email was sent.
Is this something new that the extension won’t show the emails sent if someone does not open it?
It used to be that if I tracked an email I could click on the extension and see that I had sent an email and if it had been opened - that seems to only be available logging into my HubSpot account.
I would recommend by starting with uninstalling and reinstalling the Chrome extension, clearing your cache, and confirming your inbox is connected in settings>email>email integrations.
If you’re tracking emails then they should show up in your activity feed.
