Opened Email Not Tracked

Product Support
1

Hi,



I created an email template and used it in a campaign. I published the campaign and the emails were sent out via a custom SMTP server.



After opening the email on a (different) device, I expected the email open event to be tracked. But unfortunately that did not happen: the open event does not show up in Mautic and the condition which uses the open status of the email did non go to the green branch.



Any suggestions?



Thank you,



Peter

2

Hi,

I created an email template and used it in a campaign. I published the campaign and the emails were sent out via a custom SMTP server.

After opening the email on a (different) device, I expected the email open event to be tracked. But unfortunately that did not happen: the open event does not show up in Mautic and the condition which uses the open status of the email did non go to the green branch.

Any suggestions?

Thank you,

Peter

3

I examided the email source code and I guess the following section contains the tracking pixel:

<img height=3D"1" width=3D"1" src=3D"http://.../mautic/email= /555f366635eaf.gif" />

When I copy the email and paste it to the browser, I receive a “…not fond on this server”. I guess, either the URL creation in the email template is broken or something within the URL rewrite does not work.

Peter

4

Couple questions to debug this:

  1. first check and see if the email is generated properly with one of our templates. That will tell you if its a server config issue or its just specific to your template

  2. If our template works fine, let’s see the code you’re using to pull in the tracking pixel

  3. if its not working fine we’ll debug that by figuring out what’s up with the path or creation of the pixel.

5

Hi Chad, please find my ansers inline:

I created the email via standard template (via Email Builder) so I guess it is a configuration issue.

The following image is inserted into the email source automatically:

<img height=3D"1" width=3D"1" src=3D"http://.../mautic/email=/555f366635eaf.gif" />

Please allow me to reference another thread I opened regarding my server configuration (presumably a mod_rewrite issue):
https://www.mautic.org/community/index.php/374-landing-page-url-error/p1

Maybe it has something to do with this is issue and it makes sense to fix it in the first place?

Thank you,
Peter

6

As suspected, the mod_rewrite error caused the tracking pixel to be broken:

https://www.mautic.org/community/index.php/374-landing-page-url-error