Images in Outlook may not display automatically due to security settings of the email client. This can affect the accurate measurement of opens in SMARTFENSE.
Reason for the Behavior
Outlook, by default, blocks the automatic download of external images as a security measure to protect users.
In the case of SMARTFENSE, this is relevant because:
Email opens are detected through the loading of images
If images are not downloaded, the open is not recorded, even if the user has read the email
How to Allow Image Display?
There are two main ways to enable image downloading:
1. Manual Configuration by User
Each user can:
Open the received email
Click on “Download Images”
Or add the sender to Safe Senders
This option is simple but depends on each user and is not scalable.
2. Centralized Configuration (Recommended)
To ensure a consistent experience, it is recommended to:
Add the senders used in campaigns as trusted
This can be done through:
Administrative settings or scripts (PowerShell)
Group Policies (GPO) in corporate environments
Follow the instructions in this article to do so: Microsoft - Instructions to View Images in Outlook
Important Considerations
This behavior is not a SMARTFENSE error, but rather a native Outlook setting
Image display only impacts the open statistics
Other actions, such as clicking links, are recorded correctly, even if images are not downloaded
Best Practices
Configure senders as trusted before launching campaigns
Validate behavior with test users
Inform the client about the impact on open metrics
Prioritize centralized configurations over manual actions