Troubleshooting Email Tracking

Description

Article contains all known issues that are related to email tracking in eWay-CRM - when eWay-CRM automatically saves your email correspondence. Issues related to email tracking are:

• Sent Emails Are Not Automatically Saved in eWay-CRM Even Though Automatic Tracking Is Turned on and eWay-CRM Is Asking on Superior Item During Sending
• Email Tracking Doesn't Work Even Though It Is Turned on in eWay-CRM Settings
• After Installation of eWay-CRM, Sent Emails Are Returning to the Inbox
• Emails Are Left Unprocessed in eWay-CRM Folder in Sent
• Tracked Email Is Not Related to Contact
• Microsoft Outlook 2003 Shows Error During Emails Tracking
• Error of Tracking Emails While Email Is Sent Because of Automatically Saved Email Addresses
• Microsoft Outlook 2013: Sent Emails Have No Superior Item If You Are Using IMAP

Version

All versions of eWay-CRM

Difficulty

Medium

Resolution

Sent Emails Are Not Automatically Saved in eWay-CRM Even Though Automatic Tracking Is Turned on and eWay-CRM Is Asking on Superior Item During Sending

The automatic tracking of sent emails is turned on in eWay-CRM but even though everything is looking correctly (eWay-CRM is asking on the Superior item during sending an email), sent email is not saved in eWay-CRM. Solution is described in this article: Sent Emails Are Not Automatically Saved in eWay-CRM Even Though Automatic Tracking Is Turn on and eWay-CRM Is Asking on Superior Item During Sending

Email Tracking Doesn't Work Even Though It Is Turned on in eWay-CRM Settings

After sending eWay-CRM asks you whether you want to save email to eWay-CRM, but if you click anything you want, email won't be saved. The error is related to usage of Microsoft Exchange with Cached Mode. Solution is described in this article: Email Tracking Doesn't Work Even Though It Is Turned on in eWay-CRM Settings

After Installation of eWay-CRM, Sent Emails Are Returning to the Inbox

When you install eWay-CRM to Microsoft Outlook, your sent emails will be returning to your Inbox. The issue is related only with usage of Microsoft Exchange. Solution is described in this article: After Installation of eWay-CRM, Sent Emails Are Returning to the Inbox

Emails Are Left Unprocessed in eWay-CRM Folder in Sent

The user is using mailbox in Microsoft Exchange Cached Mode and he has emails that are not processed and these emails are not saved in eWay-CRM, even though it is set and expected. Solution is described in this article: Emails Are Left Unprocessed in eWay-CRM Folder in Sent

Tracked Email Is Not Related to Contact

User has automatic email tracking. Email is saved to eWay-CRM but it is not related to contact.

The issue can be cause when user puts himself/herself to Bcc. eWay-CRM cannot track this email on Microsoft Exchange, because it would be deleted to user.

Microsoft Outlook 2003 Shows Error During Emails Tracking

An email was sent in MS Outlook 2003 and a superior item and category has been assigned to it. Even though the email should be tracked, it was not and it was not saved in eWay-CRM. Solution is described in this article: Microsoft Outlook 2003 Shows Error During Emails Tracking

Error of Tracking Emails While Email Is Sent Because of Automatically Saved Email Addresses

You will see this error when you send email:

System.Runtime.InteropServices.COMException (0x8004010F): Error in IAddrBook::OpenEntry(PR_RECIPIENT_ENTRYID): MAPI_E_NOT_FOUND

The issue is caused by incorrectly saved automatically inserted email addresses. Solution is described in this article: Error of Tracking Emails While Email Is Sent

Microsoft Outlook 2013: Sent Emails Have No Superior Item If You Are Using IMAP

You have turned on the tracking of emails, sent emails have no superior item even though superior item has been selected while sending a message. This issue is related only with the IMAP mailboxes. Solution is described in this article: Microsoft Outlook 2013: Sent Emails Have No Superior Item If You Are Using IMAP