Outlook Sales Extension

JDavison
Member

Email Tracking Not Working in New Outlook for Mac

Email tracking does not appear to be working in 'New Outlook' for Mac. The HubSpot integration is being used and both logging and tracking are selected but the email is only logged and not tracked.

 

I have tried emailing various accounts and it does not track. If you revert back to the 'Old' Outlook for Mac it works fine. Issue seems to be with 'New Outlook' for Mac.

Belem
Participant | Partner
Participant | Partner

Email Tracking Not Working in New Outlook for Mac

Hi,

The support team confirm that tracking is not working at all onto "new Outlook".

Just waiting that Mcirosfot and Hubspot sync each others to find a way to adapt the tracking issue.

Have a good day.

 

SRuston
Participant

Email Tracking Not Working in New Outlook for Mac

How have you not tested the new version of Mac Outlook? This is a disgrace 

JDavison
Member

Email Tracking Not Working in New Outlook for Mac

Yes that is it! There are no errors as far as I can tell, the icon is not greyed out, and the tracking is enabled in the setting menu. 

MiaSrebrnjak
Community Manager
Community Manager

Email Tracking Not Working in New Outlook for Mac

I see, thank you for clarifying @JDavison

I was able to confirm that our Office 365 add-in unfortunately does not support the new Outlook for Mac.

Currently, there is no set timeline to change that, therefore we recommended to revert to one of the supported versions of Outlook for Mac found in the table I linked above to be able to use all of the add-in's functionalities.

 

Screenshot 2021-11-04 at 11.17.33 1.png

Thank you for your understanding! 

 

Mia, Community Team 


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KMarkley
Participant

Email Tracking Not Working in New Outlook for Mac

Hi -  Can you please provide an update.  This issue was raised 6 months ago.

ob241
Participant

Email Tracking Not Working in New Outlook for Mac

Hi Mia,

Following up on this as Outlook is now pushing me towards the new version. This banner is now appearing in my Outlook; it reads "The new version [of Outlook] will launch the next time Outlook starts". I am extremely reluctant to switch to the new Outlook for Mac before this compatability issue is sorted, but quite honestly the onus is on you guys to upgrade your compatability. Surely a massive proportion of your user base are using Outlook on Mac? Could you escalate this to make sure we are not in a situation where the old Outlook is no longer accessable to us while HubSpot is not compatabile with the new Outlook? Thank you!

Screenshot 2022-02-22 at 20.27.21.png

tcross81
Participant

Email Tracking Not Working in New Outlook for Mac

"The onus in on you guys". You are 1000% correct. New Outlook for Mac has been out for over a year and it is now the default experience in the Current Channel.

According to the post below you will still be able to change back to legacy, but for how long?
https://techcommunity.microsoft.com/t5/outlook-blog/get-ready-for-the-new-outlook-for-mac/ba-p/28977...

At least someone, preferably a developer, respond on the status.

Based on how long New Outlook for Mac has been available, my guess is that they can't figure it out or its just flat out not possible. No one from HubSpot just wants to come out and say it.

tcross81
Participant

Email Tracking Not Working in New Outlook for Mac

This issue of not tracking email for new Outlook for Mac needs to be addressed. It still does not work. The text selected in the red box does not even exist on that page anymore.
https://knowledge.hubspot.com/connected-email/how-to-install-hubspot-sales

SRuston
Participant

Email Tracking Not Working in New Outlook for Mac

Mia, sharing a page that says it's not supported when Outlook for Mac new version is a year old isn't a good enough excuse. 

MiaSrebrnjak
Community Manager
Community Manager

Email Tracking Not Working in New Outlook for Mac

Hi @JDavison,

 

Thank you for reaching out to the Community! 

This is the "New Outlook for Mac" that Microsoft started to roll out in October last year? 

 

Do you see any errors in the HubSpot Sales add-in? Is the HubSpot icon grayed out? 

Could you also check if the tracking is on in the add-in settings?

Thank you!

 

Cheers
Mia, Community Team


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