Hi @daniull,
If you are receiving three notifications for an opened email, then there would be three logged activites in your activity stream in your portal, or at least a note that the contact had opened the email three times. That is what Roisin, myself and the other moderators would need to see a picture of.
Additionally, if three bcc addresses are being added to your sent email, this would be denoted in the sent folder of your inbox, where there should be three bcc'd email addresses. This is the screenshot that would be most beneficial in order to help us troubleshoot this matter for your.
I do want to note that the functionalities of the notifications you receive and the bcc addresses are separate. The tracking function (which is how you recieve open notifications) works off of a 1x1 tracking pixel which is placed on the email when it is sent. The bcc address works separately. When you choose to 'log' an email, this sends a copy of the email to your portal through that email address. It is not responsible for sending notifications, simply getting that email into your portal and associated with the contact's timeline. With that said, it sounds like there may be a few different things going on with what you are describing above. I look forward to working through all of the issues you are experiencing with the help of those screenshots.
Once we have the screenshots we can continue to partner with you to resolve this matter.
Thank you,
Jenny
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@daniull I am still unclear what is happening three times. If you click into your sent folder are you seeing 3 bcc addresses listed there? That is the only way that the bcc can be involved. Otherwise, we are talking solely about the tracking functionality, which it sounds like is the issue. This would mean that the tracking pixel is firing 3 times every time someone opens the email, meaning you receive 3 popups when a contact opens the email. I wanted to share this knowledgebase article which touches upon the tracking functionality as well.
If this is the case, can you please delete the extension from chrome and reinstall it to confirm you have the most up to date version. After taking those steps, please reach out if you are still having this issue.
Thank you,
Jenny
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and how about this??
Hi @daniull,
Thank you for sending along the screenshot and video as they provide the necessary insight into what you are experiencing to allow me to hone in on your issue. Now we can work together towards resolving the issue!
A few preliminary troubleshooting steps to make sure we are on the same page. Having confirmed answers from these will be necessary to work towards a resolution.
1. Have you deleted the chrome extension and reinstalled it (if you have not, please do so)
2. Have you cleared your browser cache and cookies (if you have not, please do so)
3. Can you reproduce the behavior in an incognito window
4. Are other users in your portal experiencing the behavior
5. Do the emails log 3 times on the contact's timeline (if you can provide links to example contacts, that would be great!).
6. In the sent folder of your gmail, do you see the bcc address listed three times? (a screenshot would be helpful of this as well).
The more information you can provide to me at once, the more expedited this process will be. You can direct message me any the requested information if you would like to keep it private.
If you have any questions regarding any of the requested information above, please let me know.
I look forward to receiving all of the answers to these questions so that we can continue to work towards a resolution.
Thank you,
Jenny
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Hi @daniull,
I will need the following pieces of information and the following actions taken by you in order to continue working through this matter with you.
1. Please clear your cache in Chrome (from the beginning of time). You will need to clear your browsing history, download history, cached files, and cookies.
1a. After you have cleared your cache, please delete the extension and re-install it. Go through the actions of sending an email.
2. I will need to know what occurs when you try the actions in an incognito window.
3. I will need links to example contacts who experienced this behavior.
4. If the results in incognito and after you have cleared your cache are the same, the next piece of information I am going to need is email headers for both the sent and received emails (you can send them to a personal inbox, or inbox with a different domain that you have access to). They can be sent through a direct message.
If the issue persists after clearing your cache, I look forward to hearing back from you with these answers and pieces of information so that we can continue to partner together to work towards a resolution.
Best,
Jenny
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Hi @daniull,
I am sorry to hear you are still experiencing issues regarding your connected inbox.
Can you follow the steps I outlined above in regards to getting email headers for both a sent and received email? They can be sent through a direct message once you have them. Additionally, if you can collect a HAR file (click here for how to get a har file) from Gmail and have it collect when the three bcc addresses appear, that will help our development team diagnose what is causing this.
Please let me know when you have the HAR file and email headers and we can go from there to continue working towards a resolution.
Best,
Jenny
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- see Multiple open notifications for the same tracked email
#nlmtt #nlmtu
