I get notifications in HubSpot when I open an email in Outlook on my desktop to send a follow-up. This shows as the email being 'opened' in the contact's record, even if the email I opened bounced as undeliverable. I've confirmed this by opening an email, then checking the HubSpot record immediately—it shows the email as 'opened' a minute ago. Another possibly related issue is that HubSpot asks which domain I want to continue to when I open Outlook (I have only one domain).
Solutions attempted:
1. I don't have a fixed IP address, and my internet provider confirmed I can't switch to a static one.
2. I've adjusted settings to prevent automatic picture downloads.
3. I added my domain to the 'never log' list in Hubspot.
4. I enabled cookies per the help articles.
5. I reinstalled the HubSpot 365 Outlook extension (I'm using Outlook 365).
6. I ensured Outlook is up to date.
Despite these fixes, the problem persists, making it tricky to determine if recipients have actually opened my emails. This eats up a lot of my time and is a costly barrier to my success in sales.
@danmoyle thank you for suggesting this as a candidate for the Ideas forum.
Hi team, I was hoping for another way to block open notifications for emails. Currently, the only way to block open notifications is via IP address but this wouldn't work if we have users who are often travelling. So they would have to block their IP in every hotel, every customer office etc.
Sharing my customer's idea here: In the background, you could send 2 versions of the email. To the tracked people an email including a tracking pixel and to the ones on a blocked domain you leave the tracking pixel out.
With apologies, I'm going to paste my chat with Hubspot support below, which includes a couple ideas for addressign this persisent glitch that has been known about since 2017 and remains unsolved (in 2021.) (It's a bear to addres, due to dynamic IPs used by Gmail and other clients.)
Thanks for thoughts and upvoting this glitch to get the attention it needs to find a solution!
John
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Sept 2021:
Hi! I'm troubleshooting the hubspot glitch where a sent email instantly appears as opened by the recipient. Problem exists when sending emails wither from Gmail or from hubspot. I've followed the suggested fixed on this page that previous rep sugegsted I try as a solution. Any further ideas? Troubleshooting page: https://knowledge.hubspot.com/email-tracking/block-self-open-notifications-with-the-hubspot-sales-ou...
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Hello John,
Thank you so much for bringing this up to our attention, at the moment we do not have any future ideas, as we have this glitch in the radar we are collecting data and developing actions plans as we better understand its behavior.
Regards
Sergio
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Hi, Sergio. I'm glad you're working on it. The feature is a valuable one to prioritize time to focus on people actively reading one's emails! Some ideas: 1. Could Hubspot just ignore any email "opened" in the same minute in which it is sent? That would cut down on a lot of the false alerts, and the false omissions are likely not problematic because the person who opened an email right away is probably someone you're in touch with periodically anyway. 2. Could the data sent by the magic pixel in the email that triggers the "opened" event be compared with a similarly implanted magic pixel on the Hubspot website that the user is logged into: the system could then maybe see that the exact same computer as just sent the email immediately "opened" it. This would not be a solution, but would help cut down on all the false alerts as people are working with both their email and Hubspot dashboard open.
Will be eager for a real solution! Thank you!
- John
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Hello John,
Thank you so much for that feedback it is very valuable and really appreciated, I recommend you to post this idea in the HubSpot Ideas forum to be reviewed by the developers and community, for this to be taken into consideration.
At the moment, we are able to prevent open notifications by blocking their IP addresses. However, blocking individual IPs doesn't work in the world of dynamic IPs.
At a minimum it should accept a sub-mask IP to exclude a range of IPs.
Update: After further experimentation, I realized the false open alert actually happens when I start composing a reply message, as shown below (check out the timestamps; I sent the original holiday email shortly before Christmas). I checked with ChatGPT, who says that "dynamic or variable IP addresses are more common than static IP addresses." So, if I'm understanding correctly, that means most likely more than half of HubSpot users are facing the same issue as me and are not able to accurately track the email opens.
@danmoyle I appreciate you asking your team about a solution; any luck?
That's an interesting find, @JRaygoza. Thanks for sharing your experience. Hopefully HubSpot product managers see this and have an answer or can use it to create a fix! I haven't found any additional information on my end unfortunately.
Ignoring self-opens with dynamic IP addresses poses a persistent and acknowledged issue in HubSpot since 2017. The Hubspot team has confirmed multiple times that there is currently no possible workaround. This problem is well-documented in the community forums, as outlined in the following articles:
ChatGPT says that currently "dynamic or variable IP addresses are more common than static IP addresses." So, if I'm understanding correctly, that means most likely more than half of HubSpot users are facing the same issue as me and are not able to accurately track email opens. In most cases it is not possible to change from a dynamic IP address to a static IP address.
Summary of the problem and attempted solutions:
Email-open notifications in HubSpot register in the contact's Activity Record when I start composing a follow-up email in Outlook, even if the original email bounced as undeliverable. This discrepancy is confirmed by checking the HubSpot record immediately after opening the email, displaying it as 'opened' a minute ago (see below). I need accurate email tracking records to understand how to proceed in my outreach.
Solutions attempted:
1. Confirmed with my Internet provider that I cannot change to a static IP address.
2. Adjusted settings to prevent automatic picture downloads. 3. Added my domain to the 'never log' list in HubSpot. 4. Enabled cookies as per help articles. 5. Reinstalled the HubSpot 365 Outlook extension (using Outlook 365). 6. Ensured Outlook is up to date.
7. Cleared my browser cache
8. Ensured Chrome is up to date
9. Used Chrome in incognito mode
Despite these efforts, the problem persists, hindering accurate tracking of recipient email opens, consuming valuable time, and acting as a costly barrier to sales success.
it is possible to block specific IP Addresses from the email open tracking. However, in our organization, we have dynamic IP Addresses and this feature does not support blocking of IP Address RANGES. Making this very problematic to eliminate all possible future false positives.
Additionally, with remote staff connecting over a VPN (Zscaler) there is no guarantee of the IP Address/Range values making the IP Address blocking feature essentially unusable.
There needs to be a better way of preventing tracking of self-opens.
100% support this. With folks on the road, working from home/phones, cellular data, and dynamic IP it is next to impossible to block all IPs and prevent "Someone Opened Email" notifications when colleagues that are cc'd open the emails. It would be nice to have a different feature that addresses this. Thanks!
Most business friction items like this are premeptively solved by software engineers long before strings of complaints and sales pros doing technical fixes and updates. This is a systemic problem Hubspot - who is reading this and can solve or hire to solve? Simply make it not happen. Most software companies are out in front of these blemishes on an otherwise great and dependable product.
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