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JohnWi12
Level 5
November 10, 2020
Solved

Open rates dropping since early October

  • November 10, 2020
  • 2 replies
  • 2062 views

Some of our ministries have seen reduce open rates since early October which may correlate to the last ACS upgrade.  I have looked into the tracking log for some deliveries and I know there are missing opens.  Since I receive many of the emails and open all of  them and I don't have an open I know its missing.  I still have the emails in my arch box and verified I read it.

 

Before I go through a long process with support I want to see if anyone else has noticed this.

 

Thanks John

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Best answer by JohnWi12

Adobe support has found the issue and an update is needed to the instances options.  It is isolated to GMAIL clients.  I suggest if you are seeing this same issue log a support ticket and reference ticket #E-000259460.

2 replies

mbkass
mbkass
Level 3
November 10, 2020

Yes! I too have seen about a 25% or more drop in open rates starting in October. I actually thought we might have been having a deliverability issue so we've been putting a lot of effort into figuring out what that could be. Adobe then said it may be a platform bug. I don't know what the issue is yet, but my open rates are still way down.

    J
    JohnWi12Author
    Level 5
    November 10, 2020
    That's good to know. Ours are down 20% as well. Thanks for the reply.
    J
    JohnWi12AuthorAccepted solution
    Level 5
    November 12, 2020

    Adobe support has found the issue and an update is needed to the instances options.  It is isolated to GMAIL clients.  I suggest if you are seeing this same issue log a support ticket and reference ticket #E-000259460.

      B
      Adobe Employee
      bisswangAdobe Employee
      Adobe Employee
      November 12, 2020

      This is true.

      There is indeed an issue in relation to GMail.

       

      Note: it's just a reporting issue where some opens are not reflected.

      The actual delivery performance may not have dropped.

      You could check the Click Rates which for other affected clients stayed same as before.

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