24 ARTICLES · Troubleshooting
General troubleshooting
Step-by-step guides and clear answers for the details that matter.
- Allow Elite through an organization firewall
Ask support or your administrator for the current service hostnames and required routes before changing allowlists. Confirm the current network requirements for your deployment before adding an address or hostname.
2 min read - Can email tracking affect spam placement?
Inbox placement depends on recipient/provider rules, sender authentication, reputation, list quality, content, redirects, and volume. A tracking image alone is rarely a complete explanation; run preflight with the actual message.
2 min read - What does “Message blocked” mean?
The sender or recipient provider rejected or restricted a send. Read the exact provider error and check the sender connection, alias, audience, quotas, authentication, and suppression before retrying.
2 min read - Fix blocked, bounced, or rejected sends
Find the affected delivery and provider error first. Resolve the sender or recipient problem, then retry only eligible unsent work so the campaign does not produce duplicates.
2 min read - Troubleshoot domain verification
Use the exact record values shown in Elite, remove conflicting records, allow propagation, and verify again. Sending-domain authentication, tracking-domain verification, and team-domain ownership are different checks.
2 min read - Fix common mail-merge errors
Check headers, email syntax, missing fields, supported variable syntax, and fallback behavior. Preview the imported data and review suppression before launching a personalized campaign.
2 min read - Why group opens do not identify a named recipient
One normal message to several people normally contains one identical tracker. Its event belongs to the recipient group; Cc or Bcc does not create separate tokens. Use individualized campaigns for per-recipient evidence.
2 min read - The desktop extension is not working
Confirm the correct browser profile, enabled extension, signed-in account, and a supported web inbox. Reload the inbox and open a fresh compose window before isolating conflicts.
2 min read - An email has no tracked status or gray checkmarks
Check whether the message was registered and tracking was enabled before it was sent. If no tracker was inserted, historical untracked mail cannot be made open-trackable later.
2 min read - The recipient's mail service may block tracking
Some clients block remote images or serve cached/proxied requests. A missing open signal can be expected. A qualifying click or connected-mailbox reply can provide separate evidence of engagement.
2 min read - An email shows an unusually high number of opens
Inspect raw events and classifications before reading the count as repeated human attention. Preloads, scans, caches, forwarded copies, and your own activity can create requests with different meanings.
2 min read - An open alert arrives immediately after sending
Mail privacy systems and security gateways can fetch images before a person opens the message. Check the event label and the notification rule; a privacy fetch is not a likely-human open.
2 min read - The recipient replied, but there is no open
A person can read and reply while remote images stay blocked. The reply is separate evidence, so an absent pixel event does not contradict the response. Provider-backed reply detection requires a connected inbox.
2 min read - Why messages to yourself are a poor tracking test
Elite classifies recognized sender/self activity separately. Use another mailbox and preferably another browser profile or device to test recipient engagement without confusing your sent-copy preview with a recipient open.
2 min read - Alerts show someone else's messages
Check the account named in the alert and the extension's active account/profile. A shared browser, another authorized installation, or permitted team scope can explain activity you do not recognize.
2 min read - Fix connection failed or failed-to-load errors
Confirm your network and signed-in state, then reload the web inbox and reconnect through the normal flow if needed. Organization filters or provider authorization can stop the extension from registering a message.
2 min read - Activation keeps repeating
Check that authorization completed for the intended Elite account in the same browser profile. Reload after reconnecting and investigate blocked session storage, stale installations, or competing extension versions.
2 min read - A message looks opened when the person says it was not
An image request can come from privacy infrastructure or scanning before the person reads anything. Inspect the classification; even likely-human evidence remains a probabilistic signal rather than proof of reading.
2 min read - Check compatibility with another browser extension
Inbox-modifying extensions can change the same compose or message layout. Establish a clean baseline, then test the affected combination one extension at a time and report the exact versions.
2 min read - Emails appear in Gmail's Promotions tab
Gmail chooses categories from its own rules and recipient context. Tracking cannot force Primary placement; review the actual message, sender reputation, and wanted-mail behavior instead.
2 min read - Elite controls disappear from Gmail
A stale compose window, disabled installation, provider layout change, or another inbox extension can hide injected controls. Reload Gmail and start a new message, then use the extension troubleshooting sequence.
2 min read - A plain-text warning keeps appearing
Plain-text messages cannot carry an HTML tracking image. Turn off tracking for the plain-text message or switch to rich text and open a fresh compose window before testing again.
2 min read - Gmail or the browser feels slow
Compare a fresh inbox tab with only Elite enabled and a supported default layout. Large threads, other overlays, and browser resource pressure can contribute; report a reproducible combination rather than guessing a cause.
2 min read - The extension disables itself
Check the browser extension manager for a permission, compatibility, update, or managed-policy notice. Re-enable only through the normal browser controls and verify the account and inbox after refreshing.
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