Hi, I have issue in my company where tracking emails reports are not always working 100% all time, kindly note that we are using outlook 2019 and our environment is Hybrid exchange 2019, there is no pattern for the issue it just happens randomly from time to time. the first two photos it is working correctly: the third photo it is not working : can you please tell me what are the reasons that fail the process from completing!!!!! thanks in advace

Hi, Based on your description, my understanding is that sometimes the message trace report doesn't record the time when the email was viewed and you have an Exchange hybrid environment. Please point out if I am wrong in any way. I did some testing on this, and eventually realized that: when the email is sent successfully, the recipient gets a warning, like in the picture below : and if the recipient selects No or in fact doesn't open the email,, you won't see the Read item data in the Tracking Report, like this: Hope this helps!

outlook 2019 tracking emails reports not always working 100%

Accepted answer

Mike Hu-MSFT 2,090 Reputation points Microsoft Vendor

2024-05-09T09:48:39.2666667+00:00

Hi,

Based on your description, my understanding is that sometimes the message trace report doesn't record the time when the email was viewed and you have an Exchange hybrid environment. Please point out if I am wrong in any way.

I did some testing on this, and eventually realized that: when the email is sent successfully, the recipient gets a warning, like in the picture below :

and if the recipient selects No or in fact doesn't open the email,, you won't see the Read item data in the Tracking Report, like this:

Hope this helps!
Please sign in to rate this answer.

1 person found this answer helpful.
Ibrahim AlHusari 191 Reputation points

2024-05-09T10:48:03.13+00:00

Hi Mike,

Thank you for your help, so your point that it is just end user problem for not opening the email itself?

can you explain this behavior also??

I saw this article that say creating rules can also make problems but I am not sure about it

https://answers.microsoft.com/en-us/outlook_com/forum/all/didnt-receive-read-receipt-after-setting-rule/b8bc8e87-58a8-463d-86da-4c65d2f8d04a

Mike Hu-MSFT 2,090 Reputation points Microsoft Vendor

2024-05-10T08:57:08.63+00:00

Hi,

Thank you for the above information, I did some testing, I set up a rule about deleting messages, like this:

but the delivery time is still shown in Traking.

Therefore, there should be other reasons for this to happen. To further determine the cause, we would appreciate it if you could provide more information:

Has this user received the email and checked it?

Does this happen often? If it happens occasionally, it is recommended to observe it for a while.

If it happens often, does it only happen to a specific user? Are these users using the same client? Because some clients may not support sending delivery or read receipts

Please feel free to contact me if any updates.

Mike Hu-MSFT 2,090 Reputation points Microsoft Vendor

2024-05-13T09:01:00.92+00:00

Any updates so far? If you have solved your problem, could you share with us? Maybe it will help more people with similar problems. Don't forget to mark it as answer, this will be easy for other community members to find the useful one.

Ibrahim AlHusari 191 Reputation points

2024-05-28T07:27:06.6133333+00:00

Yes, It was end user problem
Sign in to comment