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Gmail Plugin Troubleshooting

Published 03 Nov 2020 by Ellice Eadie, CANDDi
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We all have our off days. If you’re using our email plugin on your Gmail account, but it’s not working the way you want it to, have a look at our common mishaps below.

Activity not showing on live feed

There may be the odd time you’ve sent an email, certain it has either been opened or that a link has been followed but the activity has failed to show up in your CANDDi panel. There are typically one of two reasons as to why this might happen.

  1. CANDDi is in most cases able to track an email by use of a hidden 1x1 tracking pixel. This is simply code inserted into a custom or third-party that makes a server call and returns a transparent 1x1 image (as is industry standard).
  2. Clients’ own firewalls and whether or not they allow client images to be sent through - if they do not, this can in cases affect whether or not you’re able to view an opened/tracked email.

In order for us to cut down on duplicated or invalid results, we do not record an email being opened if it has come from behind the same IP and Browser as the sender. This is only really pertinent to emails sent to recipients internally or within the same building.

Duplicate email signatures

If you’ve got canned responses set up, you’ll need to delete your signature either at the very start of writing up your new canned response or at the very end. If at the start if you highlight your signature and start writing straight away to overwrite it, the signature will be stubborn and it will keep coming back. Highlight it and hit delete before writing your canned response to avoid this happening.

After you’ve successfully deleted the CANDDi signature from the canned response and you save it, then every time you recall the canned response, it will have your CANDDi generated signature automatically added to it.