e-Newsletter Is Not Recording Opened Newsletters

I sent a test email to myself. It sent fine and I received it fine so I sent it to my members. When I checked to see how many people opened it, it is registering none, so I did another test. I sent it again to me. I got it, opened it, but it doesn't record that I opened it. See screenshot.

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  • Dimitris

    Hey there Mary,

    how are you today?

    I tried to access your website but I get a "The admin of this site does not allow users to access the wp dashobard." message.
    Could you please either disable any security plugin you have until we resolve this or send us over your WP admin credentials. For the later, as this is public forum, you should send us your details through our safe contact form https://premium.wpmudev.org/contact/#i-have-a-different-question using this template:

    Subject: "Attn: Dimitris"
    - WordPress admin (login url/username/password)
    - link back to this thread for reference
    - any other relevant urls

    Keep in mind the subject line as ensures that it gets assigned to me.

    Warm regards,
    Dimitris

  • Dimitris

    Hey there Mary,

    we further test this with some of my colleagues as I was able to replicate this at first.

    It seems that receivers email client has to have HTML enabled and load remote content (this includes the images inside your newsletters). If any of those doesn't happen, like the image isn't being loaded or the email go to spam folder, then there's no response for "opened" emails.
    Also, it only works if you send to real member/group, not as test.

    Hope that was some help, have a good one!
    Dimitris

  • Mary

    Dimitris, I cannot accept your answer. Please see report attached showing opened emails from November and December. This is a new issue.

    I see that it has now recorded 1 open for my latest newsletter, but I know that more people opened it because I have had responses from them, and if it recorded them opening previous emails, why would it not report this one? I'm sure they didn't all turn off their HTML settings and the header image appeared in all of the newsletters, so that has to be ruled out. I have sent other newsletters with many pics in the body and it got recorded.

    Please find another answer to this problem.

  • Mary

    Hi Dimitris, I have a whole host of errors. 3MB in just a couple of hours. This is why I had the other tickets about showing my errors. I need to stay on top of them or this kind of thing happens. Now there are so many I don't know where to start.

    I have tried to attach debug.log here but am not having any luck. I believe you have the credentials to check my FTP. They are the same as my login info. Please feel free to access them.

  • Dimitris

    Hey there Mary,

    how are you doing today?

    I just found some FTP details for your server from a previous email you've sent to us and I was able to access your error log files in /wp-content/ folder.
    I already managed to get some messages related to e-Newsletter plugin and I've forwarded these to lead dev in order to supply some more information about it.

    [12-Feb-2017 20:21:03 America/Toronto] PHP Warning:  imap_open(): Couldn't open stream {your-domain.com:995/pop3/novalidate-cert/notls/ssl}INBOX in /home/mary/public_html/mary-content/plugins/e-newsletter/email-newsletter-files/class.functions.php on line 1660
    [12-Feb-2017 20:21:03 America/Toronto] PHP Warning:  imap_open(): Couldn't open stream {your-domain.com:995/pop3/notls/ssl}INBOX in /home/mary/public_html/mary-content/plugins/e-newsletter/email-newsletter-files/class.functions.php on line 1679
    [12-Feb-2017 20:21:03 America/Toronto] PHP Warning:  imap_open(): Couldn't open stream {your-domain.com:995/pop3/norsh/notls/ssl}INBOX in /home/mary/public_html/mary-content/plugins/e-newsletter/email-newsletter-files/class.functions.php on line 1679
    [12-Feb-2017 20:21:13 America/Toronto] PHP Warning:  imap_open(): Couldn't open stream {your-domain.com:995/pop3/novalidate-cert/notls/ssl}INBOX in /home/mary/public_html/mary-content/plugins/e-newsletter/email-newsletter-files/class.functions.php on line 1679
    [12-Feb-2017 20:21:13 America/Toronto] PHP Warning:  imap_open(): Couldn't open stream {your-domain.com:995/pop3/norsh/novalidate-cert/notls/ssl}INBOX in /home/mary/public_html/mary-content/plugins/e-newsletter/email-newsletter-files/class.functions.php on line 1679
    [12-Feb-2017 20:21:13 America/Toronto] PHP Warning:  imap_open(): Couldn't open stream {your-domain.com:995/pop3/norsh/ssl}INBOX in /home/mary/public_html/mary-content/plugins/e-newsletter/email-newsletter-files/class.functions.php on line 1679
    [12-Feb-2017 20:21:19 America/Toronto] PHP Warning:  imap_open(): Couldn't open stream {your-domain.com:995/pop3/novalidate-cert/ssl}INBOX in /home/mary/public_html/mary-content/plugins/e-newsletter/email-newsletter-files/class.functions.php on line 1679
    [12-Feb-2017 20:21:19 America/Toronto] PHP Warning:  imap_open(): Couldn't open stream {your-domain.com:995/pop3/norsh/novalidate-cert/ssl}INBOX in /home/mary/public_html/mary-content/plugins/e-newsletter/email-newsletter-files/class.functions.php on line 1679
    [12-Feb-2017 20:21:19 America/Toronto] PHP Warning:  imap_open(): Couldn't open stream {your-domain.com:995/pop3/tls/ssl}INBOX in /home/mary/public_html/mary-content/plugins/e-newsletter/email-newsletter-files/class.functions.php on line 1679
    [12-Feb-2017 20:21:19 America/Toronto] PHP Warning:  imap_open(): Couldn't open stream {your-domain.com:995/pop3/norsh/tls/ssl}INBOX in /home/mary/public_html/mary-content/plugins/e-newsletter/email-newsletter-files/class.functions.php on line 1679
    [12-Feb-2017 20:21:19 America/Toronto] PHP Warning:  imap_open(): Couldn't open stream {your-domain.com:995/pop3/novalidate-cert/tls/ssl}INBOX in /home/mary/public_html/mary-content/plugins/e-newsletter/email-newsletter-files/class.functions.php on line 1679
    [12-Feb-2017 20:21:19 America/Toronto] PHP Warning:  imap_open(): Couldn't open stream {your-domain.com:995/pop3/norsh/novalidate-cert/tls/ssl}INBOX in /home/mary/public_html/mary-content/plugins/e-newsletter/email-newsletter-files/class.functions.php on line 1679

    Meanwhile, as he isn't online currently, could you please double check couple of things with your hosting provider?
    - Confirm that port 995 isn't blocked
    - Provide any IMAP servers logs

    Warm regards,
    Dimitris

  • Mary

    My Systems Admin says:

    For your information port 995 belongs to pop3s protocol. I read your conversation and it seems that somewhere is specified your-domain.com and this is the reason of issue.

    - Here is Dovecot POP3s is listening on 995 port:

    [rootNuno ~]# hostname
    server.mapenterprises.ca

    [rootNuno ~]# netstat -nepal|grep "995"
    tcp 0 0 0.0.0.0:995 0.0.0.0:* LISTEN 0 34497151 21750/dovecot
    tcp 0 0 :::995 :::* LISTEN 0 34497152 21750/dovecot

    - established connections

    [rootNuno ~]# netstat -nepal|grep ":995\|:110"
    tcp 0 0 0.0.0.0:995 0.0.0.0:* LISTEN 0 34497151 21750/dovecot
    tcp 0 0 0.0.0.0:110 0.0.0.0:* LISTEN 0 34497148 21750/dovecot
    tcp 0 0 167.114.111.242:995 46.28.64.93:46641 ESTABLISHED 497 48550544 21757/dovecot/pop3-
    tcp 0 0 :::995 :::* LISTEN 0 34497152 21750/dovecot
    tcp 0 0 :::110 :::* LISTEN 0 34497149 21750/dovecot

    - outgoing 995 works (to my mailserver):

    [rootNuno ~]# telnet xldz3.dailyrazor.com 995
    Trying 162.253.124.62...
    Connected to xldz3.dailyrazor.com.
    Escape character is '^]'.

    - connections to server works (from my work server):

    [supportks@cubicuboctahedron:]$ telnet 167.114.111.242 995
    Trying 167.114.111.242...
    Connected to mail.christiangays.com (167.114.111.242).
    Escape character is '^]'.

    -- IMAP

    Here is dovecot IMAP is listening and has connections on both imap and imaps:

    [rootNuno ~]# netstat -nepal|grep ":993\|:143"
    tcp 0 0 0.0.0.0:993 0.0.0.0:* LISTEN 0 34497193 21750/dovecot
    tcp 0 0 0.0.0.0:143 0.0.0.0:* LISTEN 0 34497191 21750/dovecot
    tcp 0 0 167.114.111.242:143 70.51.234.110:49259 ESTABLISHED 497 48167522 21759/dovecot/imap-
    tcp 0 0 142.4.207.238:993 70.51.234.110:49288 ESTABLISHED 497 48168318 21753/dovecot/imap-
    tcp 0 0 142.4.207.238:993 70.51.234.110:49253 ESTABLISHED 497 48167505 21759/dovecot/imap-
    tcp 0 0 142.4.207.238:143 70.51.234.110:49254 ESTABLISHED 497 48167511 21759/dovecot/imap-
    tcp 0 0 167.114.111.242:143 70.51.234.110:49283 ESTABLISHED 497 48168130 21753/dovecot/imap-
    tcp 0 0 167.114.111.242:143 70.51.234.110:49262 ESTABLISHED 497 48167534 21753/dovecot/imap-
    tcp 0 0 142.4.207.238:993 70.51.234.110:49294 ESTABLISHED 497 48168430 21753/dovecot/imap-
    tcp 0 0 142.4.207.238:993 70.51.234.110:49252 ESTABLISHED 497 48167508 21753/dovecot/imap-
    tcp 0 0 142.4.207.238:143 70.51.234.110:49268 ESTABLISHED 497 48167946 21753/dovecot/imap-
    tcp 0 0 167.114.111.242:143 70.51.234.110:49258 ESTABLISHED 497 48167520 21759/dovecot/imap-
    tcp 0 0 167.114.111.242:143 70.51.234.110:49263 ESTABLISHED 497 48167535 21753/dovecot/imap-
    tcp 0 0 167.114.111.242:993 70.51.234.110:49257 ESTABLISHED 497 48167516 21753/dovecot/imap-
    tcp 0 0 142.4.207.238:993 70.51.234.110:49282 ESTABLISHED 497 48168057 21759/dovecot/imap-
    tcp 0 0 167.114.111.242:993 70.51.234.110:49264 ESTABLISHED 497 48167530 21759/dovecot/imap-
    tcp 0 0 167.114.111.242:993 70.51.234.110:49261 ESTABLISHED 497 48167524 21759/dovecot/imap-
    tcp 0 0 167.114.111.242:143 70.51.234.110:49260 ESTABLISHED 497 48167533 21753/dovecot/imap-
    tcp 0 0 167.114.111.242:143 70.51.234.110:49273 ESTABLISHED 497 48167983 21753/dovecot/imap-
    tcp 0 0 142.4.207.238:993 70.51.234.110:49272 ESTABLISHED 497 48167977 21759/dovecot/imap-
    tcp 0 0 142.4.207.238:993 70.51.234.110:49250 ESTABLISHED 497 48167495 21753/dovecot/imap-
    tcp 0 0 167.114.111.242:143 70.51.234.110:49270 ESTABLISHED 497 48167964 21759/dovecot/imap-
    tcp 0 0 142.4.207.238:143 70.51.234.110:49255 ESTABLISHED 497 48167512 21759/dovecot/imap-
    tcp 0 0 167.114.111.242:143 70.51.234.110:49284 ESTABLISHED 497 48168178 21759/dovecot/imap-
    tcp 0 0 142.4.207.238:143 70.51.234.110:49285 ESTABLISHED 497 48168177 21759/dovecot/imap-
    tcp 0 0 167.114.111.242:993 70.51.234.110:49278 ESTABLISHED 497 48168002 21759/dovecot/imap-
    tcp 0 0 167.114.111.242:993 70.51.234.110:49279 ESTABLISHED 497 48167999 21759/dovecot/imap-
    tcp 0 0 167.114.111.242:993 70.51.234.110:49271 ESTABLISHED 497 48167965 21759/dovecot/imap-
    tcp 0 0 167.114.111.242:143 70.51.234.110:49274 ESTABLISHED 497 48167984 21753/dovecot/imap-
    tcp 0 0 142.4.207.238:993 70.51.234.110:49251 ESTABLISHED 497 48167496 21759/dovecot/imap-
    tcp 0 0 :::993 :::* LISTEN 0 34497194 21750/dovecot
    tcp 0 0 :::143 :::* LISTEN 0 34497192 21750/dovecot

    - its accessible from my workserver:

    [supportks@cubicuboctahedron:]$ telnet 167.114.111.242 993
    Trying 167.114.111.242...
    Connected to mail.christiangays.com (167.114.111.242).
    Escape character is '^]'.

    --------------------------------------------

    Regarding logs - if provided info is not enough for them - kindly let me know and I will provide download link (there are many various logs so will need to archive them)

  • Dimitris

    Hello Mary,

    hope everything's going well for you!

    I read your conversation and it seems that somewhere is specified your-domain.com and this is the reason of issue.

    In my previous reply I simply replaced your actual domain name with your-domain.com for posting purposes, as this is a public forum and you might didn't want me to reveal it.
    Either way, I've forwarded this to our devs, I'll keep you posted here for any development!

    Take care,
    Dimitris

  • Dimitris

    Hello Mary,

    hope you're doing good today!

    I just had some feedback from plugin lead dev about this. It seems that the errors that worried me aren't related to opened but to bounced emails and shouldn't make any difference (actually they shouldn't be logged as errors at all).
    Further investigation didn't provide anything more unfortunately. I also created a test user (username: dimitriswpmudev) and send me the newsletter in question. This reached my inbox succesfully and after opening it in native Mail Mac app, counter increased from 1 to 2.
    The tracking method isn't the safiest here though, it's a simple 1x1px image embedded into newsletter and if it won't be displayed (for whatever reason, but most likely due to mail client), it won't be tracked. I can see that you've already sent another newsletter that has 9 opened email, so at least this isn't a "frozen" status that we're dealing with.
    I'd rather advise to wait some more to see if this counter will increase, meanwhile, I'll reach our SLS team just in case they could provide any further information here.

    Warm regards,
    Dimitris