If I leave Outlook running for a while, then go back and look at my 'sent' emails that are being tracked, I start getting messages that they've been 'Opened' when it's me that's doing the opening.
Last night, after sending several introductory emails to prospects, I went and reviewed them in the 'Sent' folder in Outlook. Nothing showed up in the Activity Monitory. This morning, I read them again at 11:30 and got notices immediately in Outlook that they had been read. Five contacts now have an event at 11:30 stating that the emails were opened. It appears they were triggered by me reading the eamils.
I shut down Outlook at 12:00. Opened it back up and when I reviewed the emails again, no new notices showed up that I was reading them.
I suspect the problem has to do with some authentication time-out. The authentication token used by Outlook goes stale. Then when I go to read my sent emails, it doesn't recognize me and thinks it's the customer that's doing the reading. Restarting Outlook seems to clear the problem.
I spoke to the backend team about this, and they have not received reports of this behavior before. To help us troubleshoot further, can you provide the following information:
Dec 13, 202010:10 AM - edited Dec 13, 202010:11 AM
Participant
Email Tracking reporting false openings
I have followed these instructions. Let me repeat the issue.
When I first open Outlook, there are no issues. The notifications work as expected. When I review an email sent yesterday, no new notifications show up in the 'Activity Feed'.
If I leave Outlook running overnight, when I review my 'Sent' emails in the morning, I start getting notifications that coincide with the time I review the emails.
If I exit out of Outlook, then open it back up, this doesn't happen when I review additional emails from yesterday.
This has all the symptoms of a Security or Access Token expiring.