e-mail open tracking not working

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Occasional Contributor

I've noticed that none of my outgoing e-mails have been opened since yesterday evening (I use the outlook plug-in). I thought it odd when a few e-mails should have gone to typically responsive individuals and I was surprised they hadn't opened them.

 

I tested sending e-mails to myself to both my personal gmail as well another exchange e-mail I have. I logged in and opened the test e-mails in my other accounts and hubspot still has them marked "unopened". Any way to really figure this out and fix this? 

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Community Manager

Hi @marshin80

 

Are the emails logging to the CRM and it is just the tracking that isn't working? Can you confirm you're not sending the emails in plain text version? 

 

Have you tried deleting and reinstalling the extension to ensure you have the most up to date version? 

 

If these steps do not resolve the issue can you send along screenshots with the 'track' checked off and any relevent links to their contact records, etc. 

 

Thanks,
Jenny


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Occasional Contributor

Thanks for the reply!

 

Yes, the e-mails are logged, but opens don't seem to be registering properly (a few appeared at 8 AM the next morning indicating a delay (I had not logged on or opened my e-mails when those registered), but not all of them.  This has me quite confused. I sent another test yesterday and again, e-mails logged but opens didn't register. 

 

I used outlook and gmail both sent in html format. 

 

I didn't re-install the plug-ins - they were newly installed as of 1/29, so that should be  current.

 

Sorry, but can you be a little more specific of what screenshots and links you need? Not sure if this is what you wanted. Here's what my outlook pane looks like when sending:

 

Capture.JPG

 

Here's yesterday's activity record for this contact:

 

Capture2.JPG

 

I opened the test e-mail a few times after I sent it (though I actually use gmail to check and open these). The opens that finally came through were from an exchange account where I used outlook online to open them. Could this be a gmail problem? The tests I sent directly to my gmail address didn't register as open either:

 

Capture3.JPG

 

 

Thanks!

Marsha

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Community Manager

Hi @marshin80 

 

The main thing I want to check is if you are sending plain text emails, because this will prevent any email tracking from coming through. 

 

If you can confirm this, and perform another test, then we can go from there. 

 

Thanks,
Jenny


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Occasional Contributor

Yes, I made sure it was html. I sent another test via outlook. Opened it up in my gmail and here's the tracking record as of now - still marked unopened:

 

Capture5.JPG

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Community Manager

Hi @marshin80

 

Thank you! 

 

I think the best course of action is if you can do a test and send screenshots: 

1. In Outlook showing track and log checked off

2. In recipient's inbox (of opened email) 

3. Link to contact's timeline (or screenshot) showing unopened status

4. Email header of sent email (and received if you have access to the inbox) 

 

You can send this information to me through a direct message or this thread. 

 

Thanks,
Jenny


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Community Manager

Thank you @marshin80! I am going to partner with the Support team to advise on best next steps. I will reach out once I have more information. 

 

Thank you, 

Jenny


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Occasional Contributor

Thanks so much for your help! 

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New Contributor

Was a solution to this ever found? I am having the same issue. More strangely an email is showing as both unopened and also opened at the same time. I am trying to figure out if emails listed as unopened are actually opened.......it's hard to tell what's accurate when there are some emails that are showing as both opened and unopened. 

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Occasional Contributor

Same issue here Smiley Sad

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Community Manager

Hi @ragsntatters and @PXD,

 

Can you please provide additional information regarding where you are seeing this along with how you're sending these emails, etc. 

The more information you can provide, the better the Community can assist! 

 

Thanks,
Jenny


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Occasional Contributor

Hey so I have the Chrome plugin plugged in and that's the one that is showing all mails as unopened. But people are opening them and writing back to me. I also see them as unopened in my Hubspot dash. I am using Gmail to send and have Track and Log checkmarked on there. Thanks

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Community Manager

Thanks @ragsntatters,

 

Can you send along screenshots of what you're seeing on their timelines and the corresponding responses? If I have specific contacts to look at, that would be great!

 

Thank you,
Jenny


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New Contributor

Hi,

I'm having the same issue. I'm using the web version and sending emails through Hubspot directly. I noticed that I wasn't getting open reports anymore and did I test with myself and also didn't get it. i'm not sending plain text.

Thanks!

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Community Manager

Hi @revazquez,

 

If you can send along screenshots and the information previously requested in this thread, that would be great!

 

Thanks,
Jenny


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New Contributor

Hi

Same issue here but found out Clicks are working without problems.

Little strange behavior of HubSpot - how can I click a link when the E-mail is closed ;-)

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New Contributor

It seems it was a temporary issue. It's working well again, thanks.

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New Contributor

I'm having the issue as well as of today still.

 

Using Chrome with extension, activity feed will show they are opened but if you look back through the activity it will show them as unopened as well.

 

New user to Hubspot, neat feature but the bugginess makes it less helpful!

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Community Manager

Hi @Tanner1,

 

Do you mind sharing a screenshot of what you are seeing and where the inconsistency is? I want to make sure I have a full understanding of what you are working on.

 

 

Additionally I wanted to share this article which walks through how to use the activity feed for your reference.

 

Thanks,

Jenny


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New Contributor

Hi Jenny,

 

This is in the Chrome browser extension, and this behaviour is present in the activity feed on Hubspot as well. See the Watermarkcustomhomes client for reference. Shows it as opened at the top of the feed, and unopened at the bottom still.

 

Watermark OpenWatermark OpenWatermark closedWatermark closed

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New Contributor

Hi 

I've been following this thread as I'm not recieving notifications of opens or clicks.  Outlook email is html version and I have the updated extension.

I've sent test emails to colleagues and no opens of clicks are recorded.

Any ideas?

thanks

Fiona

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Community Manager

Hi @FionaBax

 

Have you sent a test email to hello@getsidekick.com? Can you please try that? 

 

The more information, screenshots and details you can provide, the better the Community can assist.

 

Thank you,

Jenny


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New Contributor

I am having similar issues. Why are my emails not registering an open when I send them to my other gmail account? Is there latency in registering the open. It's been a few hours.

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New Member

Same thing is happening to me

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Community Manager

HI @avivamaz,

 

This thread discusses a variety of issues, as well as many troubleshooting steps and resources. Can you please provide additional information around what you are experiencing and what troubleshooting you have done so far? 

 

The more information, screenshots and details you can provide, the better the Community can assist!

 

Thank you,
Jenny


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Visitor

I figured it out!

 

If the browser opening the email has the Hubspot Sales Extension installed, then the tracking does not work. I did what many in this thread have done - send a tracked email to my personal email to see what was wrong. When I would open the tracked email with my chrome browser, which has the Hubspot Extension installed, it would not register as opened on the other end. On the other hand, when I opened THE SAME EXACT EMAIL from a different browser (that doesn't have the hubspot extension installed), it would show up as opened on the other end. 

 

My guess is that the hubspot extension interprets the tracker before the browser can interpret (and load) it as an image (FYI the tracker is actually a 1x1 pixel image that is invisible to the naked eye but, when loaded, sends a signal back saying the email was opened).

 

In short, if your email tracking isnt working it might be because the recipient is using hubspot. In addition, if the recipient does have the hubspot extension installed, it doesn't matter what email they are logged into - they will be able to see that emails are tracked while using that browser and the tracking feature will not work.  

 

This could be a big negative. For example, right now, I don't know if my client has never opened my email or maybe he has hubspot and is simply taking his time to respond. 

 

Please let me know if there is a workaround to this. 

 

Chris

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Visitor

I figured it out!

 

If the recipient has the hubspot extension then email tracking does not work. I just tried opening a tracked email from two browsers, one with the extension and one without, and the browser with the extension always prohibited the tracker from working. 

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New Member

Agreed, I had the same problem with hubspot not tracking my opened test emails when i was working within the same browser with thye extension. Then I tried opening a tracked email from another browser without the extension, as suggested by christStack and hubspot was finally able to track that.

 

This is a very unfortunate bug as the tracking is rendered inaccurate at best. Is there some configuration we should have on our hubspot account or within the browser we are using done to avoid this problem? If not, I will have to move on to another email tracker that is more accurate.

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Visitor

I know this is an old question, but I wound up here because I had the same issue with a test email I had sent to myself (just starting out).

 

I thought maybe there was just a delay...so I went ahead with replying to myself from my "client" email....

 

AS SOON AS I clicked on "download remote content" in my reply email, I got the notification and the email was then marked as opened.

 

So it appears to me that it has something to do with Automatic Picture Download, and whatever settings your client has. With that in mind, if they don't allow the external content, then it may not ever alert you that it's open...but of course if you're tracking it, then their reply will still show up in HubSpot.

 

I just had to share this small accidental victory in case anyone else winds up here with the same issue. Smiley Happy

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Visitor

Update--

 

I selected "do not download" at one point, and it stopped the whole thread from being tracked (re: opens). The thread itself is still tracked.

 

Also--I sent a new email and added my business domain to the Safe Senders list...and as soon as I did that, I got an "open" alert for that email.

...

And ANOTHER new email after the Safe List automatically notified me as opened even though I only clicked on it in the preview screen and did not actually open the email--but it appears that "preview" counts as "open" for HubSpot, even if it doesn't mark it as open in Outlook.

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