Troubleshooting Broken Links in CRM Emails
Overview
If recipients report that links in your emails are not opening, the issue is typically related to your email tracking domain and its DNS configuration. This guide explains the underlying cause and provides a step-by-step process to diagnose and resolve the problem.
Why Email Links Fail to Open
Links in your CRM are automatically rewritten to pass through a tracking domain. This allows the system to log click activity and manage the redirect to the final destination page. If the tracking domain has an incorrect DNS setup or an inactive SSL certificate, this redirect process breaks, causing the link to fail.
To resolve this, you must verify that your tracking domain's CNAME record is correctly configured in your DNS, that the domain resolves properly, and that HTTPS (SSL) is active for it.
How to Fix Links in Emails That Do Not Open
Step 1: Locate Your Tracking Domain
Navigate to Settings → Email Services → Location Settings in your CRM. Identify the domain listed for email tracking for the specific location you are troubleshooting. It will typically look like email.yourdomain.com.
Step 2: Verify the CNAME Record Exists
Use a DNS lookup tool (like MX Toolbox) to check the CNAME record for your tracking domain. You need to look up the specific subdomain used for link tracking. This is usually formed by adding email. in front of your configured tracking domain.
- For example, if your tracking domain is mg.company.com, look up email.mg.company.com.
- The tool should return a valid CNAME record. A result stating "DNS record not found" indicates the record is missing or incorrect.
Step 3: Check the CNAME Record in Your DNS Provider
Log into your domain's DNS hosting provider (e.g., GoDaddy, Cloudflare) and locate the CNAME record for your tracking subdomain. Ensure the following:
- The Host or Name field contains only the subdomain portion (e.g., email.mg), not the full domain name.
- The Value or Points to field correctly points to your email service provider's designated tracking hostname.
Step 4: Confirm HTTPS is Enabled
Tracking domains require a valid SSL certificate to function over HTTPS. Within your CRM's email service settings, ensure the tracking protocol is set to HTTPS. If you have recently updated this setting or added the domain, allow time for the SSL certificate to be provisioned.
Step 5: Test the Fix
Send a test email from your CRM and click on the included links. They should now redirect smoothly to their intended final URLs.
Step 6: Seek Further Assistance
If links continue to fail, contact your DNS provider's support. Ask them to verify the CNAME record is correctly configured and fully propagated. If they confirm everything is correct on their end and the issue persists, please contact CRM support for further investigation.
Troubleshooting Common Issues
- Missing CNAME Record: If a DNS lookup shows no record, you need to add the correct CNAME record with your DNS provider.
- Incorrect CNAME Value: The record must point precisely to your email provider's tracking host. An incorrect value will break the redirect.
- Incorrect Host Field Entry: In most DNS panels, only enter the subdomain label (e.g., email.mg) in the Host field, not the full domain name.
- Cloudflare Proxy Enabled: If using Cloudflare, ensure the DNS record for your tracking subdomain is set to DNS Only (the grey cloud icon), not proxied (the orange cloud icon).
- SSL/HTTPS Not Active: Double-check that HTTPS tracking is enabled in your email settings and that the SSL certificate is active.
- DNS Propagation Delay: DNS changes can take up to 24-48 hours to propagate globally. Use a DNS checker tool to verify the update has reached servers worldwide.
Frequently Asked Questions
Why do links work in some email clients but not others?
Different email clients handle DNS caching and SSL certificate validation differently. If your DNS or SSL changes are still propagating, you may experience inconsistent behavior until the update is complete everywhere.
How long do DNS changes take to propagate?
Full global propagation can take up to 48 hours, though it often completes much sooner. Always verify propagation status using a DNS lookup tool before concluding a fix did not work.
Should I use my main domain or a subdomain for tracking?
It is recommended to use a subdomain (like email.yourdomain.com). This keeps tracking traffic separate from your primary website domain and helps avoid potential conflicts with other DNS records.