Zero Click Avg and Open Avg In Reports And Contact Records - But Fine In Email Sent View

Your software
My Mautic version is: v2.16.3
My PHP version is:PHP Version 7.0.33

Your problem
My problem is: The reports are showing a 0 for average click rate and average open rate for all contacts even though I sent 8 emails having at least a 25% open rate and lots showing urls clicked in the email sent view.

These errors are showing in the log:
Today’s Mautic error log is empty. Check server error log for error messages Mautic didn’t have a chance to catch.

Steps I have tried to fix the problem:
None I don’t know where to start. Can someone reply with steps I should take to debug? I could probably figure it out but a push in the right direction would be appreciated. I can not find any recent bugs on Github about this. In the documentation I don’t see a page about debugging click and open rate issues. Maybe I missed a cron is all I can think of?

Let me know?

Can you share your report configuration please? I know we did have some bug fixes in 3.x that addressed issues with reports but it would be good to double check the configuration!

Hi, plz also check if there the tracking gif is indeed in the emails you sent.

Thanks for the reply! Here is my report settings:

Edit Report - Highly Engadged | Mautic.png

Edit Report - Highly Engadged | Mautic.png

Awesome Screenshot

Its not just reports. I tried to create a segment of highly negates users using click rate and even if I set it to a low value it comes up with nothing even with a 20%+ open rate and many clicks in my last 8 newsletters.

So I viewed the original email in GMAIL and I DO NOT see the tracking gif. I searched for “.gif” and nothing and then “src=” and checked every src and nothing. But why would I have opens showing for my campaign if it wasn’t adding the tracking pixel:


So this time I checked the same email in my THUNDERBIRD client and this time I DID see the gif:

<img height=3D"1" width=3D"1" src=3D"https://readers.rebeccagrace=" alt=3D"" />
(changed to xxx)

Therefor I assume GMAIL strips it out.

So yes I do have the tracking pixel in the email. Thanks for the suggestion.

Looks like the database says 0 for avg click/open rates too yet the leads table shows opens. Not sure where to check for individual click logs? See this:

Does anyone know where lead clicks or lead opens are recorded in the db? I checked the lead event log and did a group by to see the different type of object and actions and this is what I have:

Ok so is this where I would need to debug:


Ok so I spent some time on this. This is my findings:

This file is only for page hits regarding MAUTIC page hits:

This file is for redirect type hits:

From what I can tell Mautic does not update the average clicks when it is a redirect type action?

Is this right?

I’m not sure why because its a click and its recorded in the contact log. Also we can even figure out dwell time if this redirect lands on a site with the javascript tracking snippet.

Am I way off here or is this right?

Hi, super weird, there is no way Gmail supposed to strip it out.
They never do - however I also experience a bug with 2.16.2, my tracking gif was removed, and I could barely hacking it back again.

Sorry I was incorrect. I checked again and I did find it in Gmail this time. Maybe the one I checked was a test? Anyway also when I opened it in Gmail it tracked my open as well but did not change my avg open rate.

fyi i posted a bug

I feel really dumb! These are NOT mautic fields. They are custom fields my client added.