Open Tracking Stopped Working

  • Resolved carterg116

    (@carterg116)


    1 year, 2 months ago

    Open tracking has stopped working for my Campaigns.
    The Campaigns send successfully to all audience list contacts.
    Running v5.7.51. Went back to 5.7.50 and 5.7.49. No open tracking from any.
    Perhaps a configuration issue?
    Please suggest troubleshooting steps or known causes for open tracking not working.
    Thank you.

Viewing 11 replies - 1 through 11 (of 11 total)
  • Anupam Khatua

    (@anupamkhatua)

    1 year, 2 months ago

    Hi @carterg116,

    Thank you for reaching out to us!

    To better understand your queries could you please check and confirm whether open tracking is enabled for your campaign? If it is disabled, please enable open tracking when sending out a new campaign and see if that resolves the issue.

    1) Main tracking: Navigate to Express > Settings > General > Track opens. Is it enabled?

    2) Check within the campaign: Go to Campaign > Edit > Scroll down. Was the tracking option enabled?

    Here is the screenshot for your reference.

    image.png

    Note: The above solution applies only to new campaigns. For already sent campaigns, it is not possible to track opens

    Please verify the mentioned points and let us know your thoughts.

    Thread Starter carterg116

    (@carterg116)

    1 year, 2 months ago

    Please give me a little credit. I’ve been successfully using Open Tracking for more than 3 years. Yes, it’s enabled in the Campaign and General Settings.

    What other things could cause open tracking to not work?

    By the way, in Settings, General, I have Open Tracking enabled. Despite that, I still have to enable Open Tracking on every Campaign. It would be great if Open Tracking was enabled by default and could be turned off by those who don’t want it.

    Anupam Khatua

    (@anupamkhatua)

    1 year, 2 months ago

    Hi @carterg116,

    Thank you for your response!

    In response to your concern about open tracking, I would like to confirm that if you have enabled the main open tracking, the open tracking option will be enabled by default when you create a new campaign. If you prefer, you can disable this option.

    Additionally, we tried to replicate the issue on our end, but it doesn’t seem to be caused by our plugin.

    The problem might be due to an Express plugin functionality conflicted with another plugin or theme. Could you help us troubleshoot by installing and activating the ‘Health Check & Troubleshooting’ plugin?

    It is a plugin maintained by the WordPress community in order to troubleshoot common configuration errors and known issues. It temporarily disables all plugins, and a default theme is used, but only for your use until you disable it or log out.

    Please follow the below steps in order to check this:

    1. Install and activate the above plugin.

    2. Once you activate the plugin, you can click on the Troubleshoot link

    5d8df9d33d2c257361caa30b%2F60e3070575984e588d5a00c7%2F1625585042786_image.png?alt=media&token=39f96dd1-e7d1-48d2-9588-10be12eec590

    2. After this, the troubleshooting mode will be enabled and all the plugins will be disabled, you can then enable the Icegram Express plugin as below

    3. Once Icegram Express is enabled, you can go to the plugin screen and see if you are still getting the error.

    4. If you are not getting the error, it means the issue is occurring due to some conflict. In this case, you can enable other plugins one by one and see which plugin is causing this error.

    Let us know the update. Happy to support you!

    Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    1 year, 2 months ago

    Side note: @anupamkhatua if you are associated with @icegram and I suspect you are, can you ask them to assign your account as a Plugin Support role for this plugin?

    https://developer.wordpress.org/plugins/wordpress-org/special-user-roles-capabilities/#support-rep

    The forum moderators will thank you if that is the case. 😉

    Thread Starter carterg116

    (@carterg116)

    1 year, 2 months ago

    Troubleshooting:
    Installed the Health Check plugin.
    Enabled Troubleshooting Mode.
    Disabled all plugins except these two.
    – Icegram Express
    – WP Mail SMTP
    Verified “Track opens” is Enabled in Icegram | Settings | General.
    Open Tracking manually Enabled in the Campaign Publish screen.
    Open Tracking still NOT working for new Campaigns.
    Conclusion: Another plugin is not causing the issue.

    After much further testing – Discovered that creating Campaigns with my (new) custom (newsletter classic) template resulted in no Open Tracking. For other templates, Open Tracking works.

    Created a new custom (newsletter classic) template.
    Created a new Campaign using the new template. Open Tracking worked.

    Notes:
    With “Track opens” Enabled in Icegram | Settings | General.

    For Campaigns created not using a template:
    Open Tracking is Enabled by default in the Campaign Publish screen

    For Campaigns created using any template (custom or Icegram presets):
    Open Tracking is NOT Enabled by default in the Campaign Publish screen

    Anupam Khatua

    (@anupamkhatua)

    1 year, 2 months ago

    Hi @carterg116,

    Thank you for your detailed response!

    We are currently prioritizing this matter and will update you shortly.

    Best wishes.

    Anupam Khatua

    (@anupamkhatua)

    1 year, 1 month ago

    Hi @carterg116,

    I hope you are doing well!

    After debugging, I looked into the open tracking issue on our local site, and it is functioning correctly for the newsletter.

    It works for both the classic and drag-and-drop editors. We didn’t find any issues with open tracking on our end. We suggest that you try further troubleshooting using the health check plugin.

    Please let us know your thoughts!

    Thread Starter carterg116

    (@carterg116)

    1 year, 1 month ago

    Running Icegram Express Version 5.7.54
    Comfirmed “Track opens” is Enabled in Icegram | Settings | General.

    For Broadcast Campaigns created new and NOT using a template:
    Open Tracking is already Enabled in the Campaign Publish screen.

    For Broadcast Campaigns created using a template (custom or Icegram presets):
    Open Tracking is NOT already Enabled in the Campaign Publish screen. Open Tracking must be manually enabled for each new Broadcast Campaign created using a template.

    Open Tracking functions correctly as long as it is Enabled in the Publish screen.

    Anupam Khatua

    (@anupamkhatua)

    1 year, 1 month ago

    Hi @carterg116,

    I hope you are doing well.

    I would like to inform you that we have resolved the recent inquiries regarding open tracking that you shared with us.

    We have released a new version of the plugin, 5.7.56, which includes the fix. I suggest updating to the latest version of the plugin and checking to see if your inquiries have been resolved.

    If they are not resolved, we will investigate further.

    Please let us know your feedback!

    Thread Starter carterg116

    (@carterg116)

    1 year, 1 month ago

    Outstanding! The new version has Open Tracking in Campaigns follow the General Setting.
    Thank you.

    Anupam Khatua

    (@anupamkhatua)

    1 year, 1 month ago

    Hi @carterg116,

    Thank you for confirming!

    Since the inquiry has been resolved, if you like our plugin, please share your experience here.

    Wishing you the best!

Viewing 11 replies - 1 through 11 (of 11 total)

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