1. ContactMonkey Help Center
  2. FAQ (Sales)
  3. Sending and Tracking Troubleshooting

Tracking Not Working

Are you sending emails out that are not showing up in your sidebar or dashboard? Do your statistics seem really off? Are you trying to send mail merges but receiving lots of ambiguous alerts? Follow these general troubleshooting steps to help pinpoint the issue and resolve it.

Please note, there are separate articles addressing the specific issues of:

Gmail on Google Chrome

Sign-in and Reinstall

Please note that your Gmail inbox language must be set to English for our tool to work properly. 

Before proceeding with any troubleshooting, the first step is to sign out and then back in to your sidebar. We recommend that you sign back in using SSO (by clicking "Sign in with Google"). This will help refresh Gmail's connection with our software and your account. 

Additionally, you could be having difficulties due to operating on an older version of ContactMonkey. You can upgrade to the latest version by uninstalling and then reinstalling the extension.

  • Click the three vertical dots in the top right corner of your Google Chrome window.

  • Select “More Tools” and then click “Extensions”.

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  • Find ContactMonkey (Email Tracking, Salesforce & Mail Merge) and click “Remove”.

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Troubleshooting

1. It may be an issue with AdBlockers or other Chrome extensions.

Our tool is not compatible with AdBlockers or other Email tracking extensions. We recommend deleting all extensions (aside from official Google tools such as Google Docs Offline) and refreshing your inbox to see if the issue persists.

  • Click the three vertical dots in the top right corner of your Google Chrome window.
  • Select “More Tools” and then click “Extensions”.

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  • Remove any AdBlockers, email trackers, and extensions from third parties. 
  • Reload your Gmail inbox, send a test email, and see if your issues persist. 

2. It may be a cache issue in Google Chrome. Follow these steps to clear your cache:

  • Click the three vertical dots in the top right corner of your Google Chrome window.
  • Select “More Tools” and then click “Clear Browsing Data”.

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  • Make sure both cookies and cached images and files are selected, and that your time range is set to "All time". 

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  • Open a new Chrome window and go to your Gmail inbox.

3. It could be that the recipient you emailed is not currently displaying images or has not                          downloaded pictures, as our tracker is essentially an invisible picture/image. More information          can be found here.

4. Check that cookies are enabled for ContactMonkey:

  • Click the three vertical dots in the top right corner of your Google Chrome window.
  • Select "Settings"

OR

  • In the Chrome address bar enter chrome://settings
  • Select the "Privacy and security" section from the options on the left.
  • Click "Cookies and other site data".
  • Select "Allow all cookies" to save and read cookie data for all websites

OR

  • If you would like to Block most third-party cookies, scroll down slightly to "Sites that can always use cookies"
  • Add https://www.contactmonkey.com to the list 

5. Finally, we recommend that you restart your computer just in case some processes have become       stuck in the background.

Restarting your computer, shutting it down overnight, and updating Google Chrome periodically are essential for the health of your computer and the smooth functioning of our tool.

Outlook on PC Desktop

Preferences, Sign-in, and Reinstall

Before proceeding with any troubleshooting, the first step is to ensure that your default preferences are set to email tracking.

Click "ContactMonkey" in the Outlook inbox ribbon, and then select "Preferences" in the top left. We recommend checking the first 5 boxes under “Email”, and the first 3 boxes under “Mail Merge”. 

We also recommend that you sign out of ContactMonkey in your Outlook sidebar, and sign back in using SSO (by clicking "Sign in with Microsoft"). This will help refresh Outlook's connection with our software and your account. 

Additionally, you could be having difficulties due to operating on an older version of ContactMonkey. You can upgrade to the latest version by uninstalling and then reinstalling the extension.

  • Close Outlook.
  • Search “Add or Remove Programs” on your computer, and click on the page in System Settings.

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OR

  • Open “Control Panel” on your computer, select “Programs”, and then click “Uninstall a program.”

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  • Scroll down and click on “ContactMonkey Outlook Add-In”.
  • Click "Uninstall".

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Troubleshooting

If your preferences look normal, there are a few possibilities as to why you’re struggling.

1. It may be an issue in connecting to Internet Explorer. 

Although you may not use Internet Explorer, Outlook does for ContactMonkey.

Go to the URL below in Internet Explorer: https://contactmonkey.com/users/sign_in

The goal will be to properly Sign out of ContactMonkey. So if it's signed in already, Sign out via the settings button. If it's not signed in, Sign in, then Sign out. Then please restart Outlook. Something may be stuck during the Sign in process.

2. It may be a cache issue in Internet Explorer. Follow these steps:

  • Open Internet Explorer.
  • Select Tools (via the Gear Icon) > Safety > Delete browsing history.
  • You can also access this menu by holding Ctrl + Shift + Delete.

Make sure to check Preserve Favorites website data and check Temporary Internet Files, Cookies and website data, then click Delete.

3. It could be that the recipient you emailed is not currently displaying images or has not                        downloaded pictures, as our tracker is essentially an invisible picture/image. More information        can be found here.

4. An Outlook Anti-Virus add-in could be interfering with our tracker. 

If you have an Anti-Virus installed, it could be removing our invisible tracker before your email is sent. If you think this is the case you can:

  • whitelist ContactMonkey to let your Anti-Virus know this tool is safe

cmconnect.exe is the tool which injects our tracker into your email, once you whitelist this it should now be allowed to track your emails. 

  • disable your Anti-Virus add in

5. Finally, we recommend that you restart your computer just in case some processes have                  become stuck in the background.

Restarting your computer, shutting it down overnight, and updating Outlook periodically are essential for the health of your computer and the smooth functioning of our tool.

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