Opens Not Showing

[Mike_Mastropaol]

I've encountered a sudden issue where making a Smart List showing Opened Email = is - "email name" is not showing any results. Even though I know from the Email Performance report that the email was opened. Anyone else having this problem or can think of a reason this would no longer work? I have many older emails showing correct results for Opened Email.

[SanfordWhiteman]

You may have accidentally broken the template HTML and thus the tracking pixel cannot load. There was another thread with exactly this cause recently.

[Mike_Mastropaol]

Ok, I will look into that. Thanks.

[Mike_Mastropaol]

I can't find the thread with this problem. I tried using a different template and the problem persists. Am I wrong in thinking if the blank template I had been using has the tracking pixel broken, then using a different template should work?

[Steven_Vanderb3]

You should submit a Support ticket.  Someone with access to your instance needs to be able to look at the email, the report, and people the email was sent to in order to determine the answer.

[Mike_Mastropaol]

Yes, I have an open support ticket for this. I'm trying to get resolution as fast as possible. Thought I'd give the Community another try while support looks into it. Thanks.

[Steven_Vanderb3 · Accepted solution]

Ah, I found your ticket.  I took a look at the HTML of the email in my inbox and I can see the open pixel is being commented out down at the bottom.

<!-- Email Body : END --
<img src="http://mkto-sj220037.com/trk?t=1&mid=MDM3LU9RSy0yNjA6Mjc0OjA6MDowOjE0MjA6MDowOnN2YW5kZXJiZXJnQG1hcmt..." width="1" height="1" style="display:none !important;" alt="" />
<p><font face="Verdana" size="1">This email was sent to svanderberg@marketo.com. If you no longer wish to receive these emails you may <a href=
"http://mkto-sj220037.com/u/lFQ0Y000Y0000K0900G080O"
>unsubscribe</a> at any time. </font> </p>
</body>
</html>-->
</body>

So the open pixel can't ever load when someone opens the email.  I'll confer with the engineer that has your ticket as well.