We have configured an EXM automated campaign and the e-mails are being sent as expected. Looking at the dashboards, all percentage numbers are set to 0%.

enter image description here

How is that possible? How EXM knows when a link have been opened?

Thanks in advance

  • Does this happen only for the out-of-the-box email campaigns, or also for your own? If only for the out-of-the-box, can I ask you to try and deactivate and activate them? Commented Sep 17, 2018 at 6:55
  • This sounds like a processing error. Check your processing server logs, fix errors, and then rebuild reporting database. That fixed it for us, anyway.
    – andyp
    Commented Dec 7, 2019 at 22:17

1 Answer 1


when you check your logfiles you might find something like

14052 12:17:31 ERROR Failed to process an email opened task
Exception: Sitecore.EmailCampaign.Model.Web.Exceptions.MessageEventPipelineException
Message: Failed to get campaign for Message id: {guid}, Contact identifier: Alias PII removed

This indicates that the campaign can not be found, or that at least it is not available in the "en"-culture.

I had the issue with our emails being created in Dutch (nl-be culture) and translated into French (fr-be culture). EXM created those campaigns only in the nl-be, there was no version for fr-be or en.


  1. Create the en-version of the associated campaign manually.
  2. Another option is to fix the Sitecore.Modules.EmailCampaign.Core.Pipelines.HandleMessageEventBase.IdentifyCampaign processor.
  • Hi Bart. The exception is: 2088 17:24:17 ERROR An error ocurred while fetching Profile Photo to update xdb Exception: System.ArgumentException Message: The path is not of a legal form. Source: mscorlib at System.IO.Path.LegacyNormalizePath(String path, Boolean fullCheck, Int32 maxPathLength, Boolean expandShortPaths) at System.IO.Path.GetFullPathInternal(String path) at System.Net.WebClient.GetUri(String path) at System.Net.WebClient.DownloadData(String address) at Keystone.Intranet.Profile.IntranetProfileManager.SyncXdbPicture() Any idea? Thanks. Commented Sep 13, 2018 at 17:51
  • 1
    Hi Leonardo, I have not encountered this error before, but solving it just might fix your statistics. Commented Sep 14, 2018 at 7:27
  • Hi @BartVerdonck, can you share how you fixed the IdentifyCampaign code? I'm running into the same problem.
    – wensveen
    Commented Jul 29, 2019 at 13:32
  • I didn't fix it, we used bypass solution 1. Commented Jul 29, 2019 at 17:33
  • Would this be the same issue (fix available): github.com/SitecoreSupport/Sitecore.Support.232559
    – wensveen
    Commented Jul 31, 2019 at 14:50

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service and acknowledge you have read our privacy policy.

Not the answer you're looking for? Browse other questions tagged or ask your own question.