Mautic tracks as email read, when email is not read by user

Product Support
1

Your software
My Mautic version is: 2.15.3
My PHP version is: 7.1

following is the scenario:

  1. Prospect/user submits mautic form embedded in landing page
  2. Prospect receives an email as a result of form submit from mautic
  3. contact is created in mautic
  4. mautic (contacts) tracks events for that contact like: form submitted, contact created, contact identified, email sent, contact identified by source, email read

My Problem is :
email read event is tracked without user opening the email
&
if the same email is engaged again through mautic tracking works as expected,

looks like a bug, not sure though ? did anyone experienced this particular issue, how can I resolve this

1 Like
2

Has anyone come across this peculiar problem. ?

3

Do you have links in the email?

4

@raian Looks like a bug indeed, but could also be your setup.

Is upgrading PHP to 7.2 a possibility for you?
Which OS are you using?
Is your Mautic instance behind a proxy?
Did you use any tool for installing Mautic? (like Cpanel or Bitnami).
Is it a new 2.15.3 install or an upgrade from a previous version?

5

Not sure how it will effect if I upgrade to php 7. 2, but I can give it a try.

I’m using Ubuntu 18.04.3 64bit lts

I did not use any tool to deploy, pull the source from. Github. Installed depencies on unbutu that’s it.

6

Do you have a lot of Gmail users?

GoogleImageProxy might be the culprit.

7

OK, If the Google proxy wasn’t your issue, can you make sure you pulled “Master” and not “Staging” or some other branch?

8

No, I am not using Staging. I am using version 2.15.3.

9

By any chance are the emails being forwarded to one of your accounts?

It happened to us that bounced/failed emails would be marked as “read” when we opened the warning/error messages notifying us about them being bounced (because they were quoting the original mails)

10

@raian, did you test the GoogleImageProxy is not your issue?

11

no, not in my case. nor the emails are bounced.

12

Is there a way I can download the contact data (export to csv) along with events data tracked by mautic.