Any issues with your Email Client Monitor Pixel, such as incorrect implementation or syntax, can cause inaccurate reporting and missing data.
Information of use in troubleshooting pixel issues can be found in Email Client Monitor:
- The pixel code for your company is already set up for you to use in Email Client Monitor under Pixel Setup.
- The Msg Headers in Inbox Monitor
To troubleshoot the issue with your pixel:
- Review the date and time of the email deployment.
- It takes at least 15 minutes for the data to populate in Email Client Monitor. However, this time can vary for different reasons and can increase to several hours.
- Once you have exceeded your pixel monthly contract limit, Email Client Monitor stops reporting results for campaigns using the pixel during that month. If you have exceeded your monthly limit, there is a red alert message that can be found in Email Client Monitor on the Email Client Platform Overview page and Pixel Setup page.
- The complete pixel string, including any optional, additional parameters you added, must have been inserted into the live campaign between the open and close body tags of the HTML email.
- You can review the set-up by looking at the message source through the Msg Headers availability in Inbox Monitor. To get to Msg Headers, navigate to a Campaign Details page in Inbox Monitor. Select Details next to a mailbox provider. If the mailbox provider has available subscriber data, you also have to select Seed details.You can find available message headers in the Msg Headers column.
- You must embed the properly formatted pixel code containing your account's unique realm ID into your email for the pixel to work. The pixel code is already set up for you to use in Email Client Monitor under Pixel Setup.
- The pixel created for your account includes a unique realm ID (the r= component) that is specific to your company. It is an encrypted value that must be present in the pixel string for data to register within your Email Client Monitor account. Misspellings or errors in the r= value could cause lost data.
- Semi-colons (;)
- Greater-than or less-than symbols (<) (>)
- Question marks (?)
- Ampersands (&)
- Single quotes (')
- Double quotes (")
- An ampersand (&) was used to separate custom and special tag values.
- There are no typos, inconsistencies, or inappropriate special characters in the pixel URLs that can cause them to break.
- If you used Microsoft Word or another word processing program to modify the pixel code, it may have embedded special characters. This can be determined by opening the HTML file of the pixel code in a plain text editor such as Notepad and checking the pixel string for unexpected characters. The following special characters were not used within the custom and special tag values:
- Data on Subscriber ID and Campaign ID is not included in the Email Client Monitor user interface. If you wish to see Subscriber ID or Campaign ID data, you must be subscribed to receive daily subscriber-level extracts. See the How to receive subscriber-level data in Email Client Monitor article.
- Email Client Monitor stores only 500 of the most recently seen values for each custom tag name. Once you exceed the limit of 500 values, the oldest used value will be removed in order to create more room for the newest value.
- Test the encoded pixel to ensure it activates in a test environment or other control environment.