Opens aren't being reported as going up WHILE I can plainly see new people opening

[WilliamP6]

I noticed that the last 2 (now 3) emails I sent were only reporting about 40% of normal opens. I reported this, and was told it's a known issue and someone would get back to me, but nobody has. And the support tech never emailed me the copy of our chat as promised. If I click on the actual opens, so I can see the email addresses and the time of open, I can clearly see more people opening an email, while AT THE SAME TIME the number of Opens reported (both on Reporting and on Email Performance) is has not increased at all, or only incrementing a small percent of the additional Opens I can clearly see for myself. Yesterday's email had 122 more Opens since 2:30 pm (as of 6:30 when I checked), but the number of Opens reported did not go up AT ALL during that time. I have saved screen shots of this and numerous other examples from yesterday and today.

[William_A]

Hello @WilliamP6 ,

Your email's open rate will only reflect unique opens, not all opens, so those numbers won't be changing if the same people are regularly looking back at your emails. Additionally, updates to sent emails' reporting will diminish in frequency over time to avoid server overloads. For the first 48hrs, all data should be updating at least every 10-15 min, then after the first week it'll begin updating much, much less frequently. It will, however, continue to track that info as long as you have an actively paid account.

Also, keep in mind that opens tracking requires the 1x1 pixel tracking image to be downloaded / viewed in the email program - so if these new openers or their email clients aren't allowing images to display then it won't be able to reflect on the email's reporting.

See also:

Email reporting overview

[WilliamP6]

Not even close to being the right answer. Explain how, at a certain time, ALL the new Opens stop counting towards the total count. It's not remotely statistically possible that hundreds or thousands of Opens IN A ROW suddenly turn out to all be people who have disallowed the 1x1 tracking pixel.

We are well aware of the "unique opens" and how CC is SUPPOSED to increment our statistics. What is ACTUALLY HAPPENING is that I see the number reported of Opens and take a screenshot. I come back hours later or a day later and see the Opens number is unchanged and take a screenshot of that. But when I click on the actual Opens link, to see who opened it and when, I see that during that time frame, dozens or hundreds or more (depending on how long it's been) have opened the email, but somehow NOT been added to the totals.

An email I sent on March 17 has not has its Opens increase since 7:45 on March 23 (and probably this was also happening to some extent before then). Yet when I click on the opens link, I can see 30 people (with emails, names, and date/time) who opened it today. 80 who opened it yesterday. And 25 who opened in on March 23 after 7:45 pm. So the Opens should have been increased 135. But they were increased by ZERO.

This was an OLDER email. What seems to be happening is that everything I emailed since that one has been getting only about half its opens recorded. The opens are literally half of what they were, including on emails that got double the open the last time I ran them (not that long ago). EVERY SINGLE EMAIL since March 17 (one week ago!) is showing HALF the normal open results, and I can SEE (by looking at the May 17 email) that new Opens aren't being counted as they should. No way did half my list suddenly decide all at once - and in sequence of opening my emails! - to not allow images to display.

I need this fixed ASAP.

[WilliamP6]

Again FYI, I checked yesterday's email (which you said should have results updated "at least every 10-15 minutes." The Opens haven't changed since 3:33 PM CST, 27 minutes ago. But a couple minutes ago I clicked on the Opens, and found 16 new Opens during that time period.

I would REALLY like an explanation as to how the total on the Opens screen itself (the one that shows all the names/emails/date-time of Opens) can remain the SAME, while NEW ones are being added. Clearly SOME OLDER OPENS ARE BEING DELETED or removed from visibility. There is otherwise no way for the total (which can easily be figured by seeing how many pages of results there are) to remain the same on THAT area of the site.

[William_A]

Then I'd advise calling general support during their Monday - Friday hours so they can collect the information you have, and perform further troubleshooting live alongside the higher level technical team.