When Gold-Vision mail tracking is not working as expected their can be a number of reasons behind the cause. The below is a review of the most common cases to explore.
The below sections cover general diagnostic information that can be used at a system-wide level to pinpoint either general error or used to identify specific users that are experiencing problems with mail tracking. A good first port of call for looking into mail tracking issues.
The quickest and easiest overview to find out if the user mail tracking is setup correctly is to use Mail Tracking Diagnostics under the Settings menu. Here you can perform a mailbox and calendar connection test against all your Gold-Vision users, which will highlight any issues with the initial connection. Please note this test may take a few minutes to run. Each user's mailbox is checked to ensure that Gold-Vision can connect to it using the credentials.
An 'OK' return means the connection was successful. If Error is returned, then the error icon can be clicked to show more information and the returned error message.
Tip: If an error is returned for a user clicking on the users name will also open up their user record.
Global mail tracking logs can be found in the logs area under the settings menu.
The log can be enhanced by turning on "Info Logging". Please note this will result in a much more verbose log that contains detailed steps from the mail tracker.
There are several settings available on a per-user basis that can affect mail tracking.
Whilst the mail tracking diagnostics provides a high level overview, more detailed information can be obtained by running individual tests against each user.
|Typically this message indicates that a username or password is incorrect within the mail tracking setup. Most mail tracking configurations require a username and password of an user or service account in order to connect to a mailbox. Review the core Mail Tracking Setup guides to learn how to update this information.|
| Service Account user doesn't have the correct permissions setup. Click here to find out how to setup Service Account Permissions. If the Service Account credentials have been updated or changed, the User Mail Tracking Settings need to be updated as well.|
Tip: Sometimes flipping the "Allow EWS impersonate" setting under Settings > Mail Tracking Settings can resolve this issue.
|This error message typically refers to a case where the service account provided to Gold-Vision is not present in the same Exchange domain as the mailbox it is trying to scan.|
There are settings that control whether mail tracking is enabled on a per user basis. There are two flags to be aware of "Disable Mail Scan", which globally turns off mail tracking for a user and "Scan Emails" that tells the mail sync to track emails.
Check each user has been correctly configured to scan folders within their mailbox.
A quick check that can be performed against a user record is to review the user "Last Scanned" date, which is auto-populated when the mail tracker processes it. If the scanned date is a long time ago it suggests a connection or service issue. If the scanned date is recent it suggests mail scanning is working but some setting or rule is preventing some or all emails being tracked.
If you have migrated your email services recently and have not updated your Gold-Vision settings accordingly then this could be cause of mail failing to track.
If you have migrated your email services from Exchange to Office 365 you will need to perform some configuration updates. It's not uncommon for there to be issues after a migration such as this and they cab be resolved typically by following the steps below:-
If all settings appear to be correct but some or all email is not being tracked into the system then check the below for common causes.
Emails will automatically track against an Account or Contact record if:
Emails will automatically track against Gold-Vision items when using reference numbers in the email subject
Click here to find out how to automatically link emails to items using reference numbers and alerting.