Email Tracking Not Working in New Outlook for Mac

JDavison
Member

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.

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8 Replies 8
MiaSrebrnjak
Community Manager

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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JDavison
Member

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. 

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MiaSrebrnjak
Community Manager

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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SRuston
Participant

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. 

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SRuston
Participant

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

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Belem
Participant | Partner

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.

 

0 Upvotes
ob241
Participant

Hi there,

Any updates on this at all? @MiaSrebrnjak when can we expect the "new Outlook for Mac" to be properly supported by the HubSpot add-in? I'm honestly rather surprised and disappointed by this, surely a huge proportion of your client-base are using this setup (myself included).

Thanks!

SRuston
Participant

Wait until you try to add Multiple Office 365 email accounts and have paid for Enterprise to get SSO, that doesn't work either. You have to turn off SSO, add the extra accounts then reenable it or you just keep signing into the account that you use for SSO. Hubspot really is poor and the testing seems to be very shoddy

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