When troubleshooting issues with the Everest Engagement tracking pixel, your Validity support representative will often request copies of your email campaign's HTML in two different ways for review.
- Pre-deployment HTML: This is the HTML of your campaign, including the Everest Engagement tracking pixel, from your ESP or campaign editor.
- Post-deployment HTML: This is the HTML of your campaign, including the Everest Engagement tracking pixel, from an email that had been sent and delivered to an inbox. If you are including your tracking pixel on Everest Inbox Placement or Design and Content tests, your post-deployment HTML will be available via those results.
Possible issues include:
Pixel not collecting email addresses
Confirm the e= merge tag is properly functioning. Check your post-deployment HTML to see whether e= is populating an address in the pixel tracking URL fields.
Pixel not collecting recipient values (if you use a value other than email address)
Confirm the e= merge tag is properly functioning. Check your post-deployment HTML to see whether e= is populating a value (subscriber ID, etc.) in the pixel tracking URL fields.
Pixel not collecting custom parameters
- Confirm the custom properties merge tags are enabled from the Custom Properties menu.
- Confirm the custom properties merge tags are properly functioning. Check your post-deployment HTML to ensure these tags are populating a value (subscriber ID, etc.) in the pixel tracking URL fields.
Pixel not collecting any data
- Confirm pixel placement within HTML. It should appear in the body of the email, just before the </body> tag, NOT in the header or footer.
- Ensure the pixel has not been “commented” out with HTML commands (<!-- -->).
- If you are using CNAME setup rather than a tracking subdomain, confirm the pixel tracking URL has been set up and is still verified. (Support will check the MX record of the tracking domain to make sure the CNAME is still pointed at everestengagement.com.)
Values the user doesn’t recognize appearing in Engagement as recipients
- If Everest Engagement is displaying what looks like a “broken” merge tag, the e= merge tag was not properly entered in the pixel code or was corrupted at the ESP level.
- If Everest Engagement is displaying what looks like a complete merge tag as a recipient (displaying the tag and not a recipient), the merge tag value was not populated at the ESP/deployment-level.
- If the tag was corrupted at the ESP level, put in a ticket with your ESP.
Values the user doesn’t recognize appearing in Engagement as Pixels/Campaigns
- If Everest Engagement is displaying what looks like a “broken” merge tag, the c= merge tag was not properly entered in the pixel code or was corrupted at the ESP level.
- If Everest Engagement is displaying what looks like a complete merge tag as a recipient (displaying the tag and not a recipient) the merge tag value was not populated at the ESP/deployment-level.
- If other values are appearing (partial merge tags, encrypted values, etc.) the merge tag was corrupted either at the ESP level as mail was going out, or at the receiving inbox level.
- If the tag was corrupted at the ESP level, put in a ticket with your ESP. If it was corrupted at the receiving inbox, no action can be taken.
