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abhshett
abhshett
Level 2
Jun 25, 2021 2:31 PM UTC
Question

Unknown device showing in Delivery

The tracking shows unknown for open/click in the deliveries. This is not for all the records. For some of the record it shows device as PC/Phone. Any idea what could be the issue, This is a hybrid based setup so not sure Adobe support can help on it.

 

Thanks!

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4 replies

Jonathon_wodnicki
Community Advisor
Jonathon_wodnickiCommunity Advisor
Community Advisor
Jun 27, 2021 6:02 AM UTC

Hi,

 

The logs are recorded by Adobe's tracking servers for hybrid deployments, so would be an Adobe Support issue if they weren't correct.

Is there any info in the other userAgent fields (@browserName, @OSName, etc)?

 

Thanks,

-Jon

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    LaurentLam
    LaurentLam
    Level 5
    Jun 27, 2021 6:06 PM UTC

    If I remember correctly the userAgent rules to recognize new devices are updated through the deliverability workflow since 2015 or 2016
    If you have issues about, then:
    1- be sure that the deliverability workflow is running

    2- provide to ACC support all relative information from the nmsUserAgent schema for the line it is not correctly interpreted

    3- wait someone from R&D update these rules and be patient

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      CedricRey
      CedricRey
      Level 5
      Jun 29, 2021 9:29 AM UTC
      Hi, I had this too for another client, and didn't have time to get more information with the support about this (had to leave this problem for latter). nms:userAgent had not been updated since long time and didn't find how it is provided (deliverability workflows was running). Very interested about more information !
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      Sukrity_Wadhwa
      Sukrity_Wadhwa
      Level 4
      Jul 28, 2021 11:23 AM UTC

      Hi @abhshett,

      Were you able to resolve this query or do you still need more help here? Do let us know.

      Thanks!

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      Sukrity Wadhwa
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