We started using Constant Contact to send out an internal newsletter to our employees. Everything was fine and we would receive super accurate open rates, on average it was 82 - 83%. But then after a few weeks of doing this, we noticed that our Open Rate for our internal newsletter dropped to an average of 10 - 12%. Employees who would open their emails were now being counted as those that didn't open their emails in Constant Contact. We noticed that this had to do with images not being automatically downloaded (FYI: We use Outlook 2013). If a user opens a Constant Contact email but doesn't select to automatically download images, then they are counted as a user that didn't open a Constant Contact email. I spoke to my IT Department and convinced them to whitelist Constant Contact and do everything that they needed to do to make it so that Constant Contact email images will automatically download for our employees. But even though Constant Contact email images are now being automatically downloaded for our employees, a very large number of users that open their emails are still being counted as users that didn't open their emails. What could be the problem? How can it be resolved? Please help
Hello @JeffreyR413. Thanks for coming into the Community. You are correct in saying that when a contact doesn't download images, we are not able to count it as an open. It's good that you whitelisted Constant Contact and were able to work with your IT team to have images automatically download. I spoke with an upper level of support and it's possible that there is a security setting that causes the open to not record back in Constant Contact. I would recommend speaking to your IT team about this to see if there is anything that can be done.
Can you please provide me with more specifics regarding what types of security settings on our side might be causing this issue, in Constant Contact's experience. Also, can you please provide me with the latest update regarding whitelisting from Constant Contact so we are sure to give our IT department the latest to work from for their QA.
Here is a link to an article that goes through our specific IPs. The other article on Whitelisting in our Knowledgebase lists a few URLs that need to be added as safe as well, and here is that link. As for security program specifics, without knowing what you are running on your side, I cannot say exactly what will need to be done. But your IT Professional will be able to help, given those two article links. Thank you for your understanding, and hopefully that helps!