This behavior usually occurs when the domains used by SMARTFENSE for browsing are blocked in the organization, preventing the recording of user interactions.
Reason for the behavior
Although the user:
- Receives the email correctly
- Opens the message
- Performs the actions (click, data entry, etc.)
Statistics may not be recorded if:
- The SMARTFENSE browsing domains are blocked
- Security tools prevent communication with the platform
Where to find the domains to allow?
The necessary domains are located in:
Settings > Security > Whitelist
Under the heading:
"Domains for web browsing"
These domains must be added to the organization's security tools to allow access.
How to check if the domains are blocked?
You can verify if a domain is allowed as follows:
- Go to Campaigns > Calendar / Campaign list
- Access the "Campaign details" of a phishing or ransomware simulation
- In the "Information and actions" tab, identify the URL used in the simulation, Phishing URL or Ransomware URL
- Copy the domain (for example:
travel-checkout.com) - Open a new browser tab and paste that domain
Expected result
- If the domain is allowed → the page will display correctly
- If the domain is blocked → access will be denied or a block will be shown
Considerations
- This behavior depends on the organization's security policies
- It is not a platform error
- It can affect all statistics (open, click, data entry, etc.)
💡 Best practices
- Properly configure the whitelist before launching campaigns
- Validate the domains in the client environment
- Conduct test campaigns to ensure correct statistics recording