Last Updated Priority Category

Credit Cards added to Infusionsoft Via mobile payments reader throw error 2009 when used on a manual order

E-Commerce
Last Updated: 09/30/2016

Issue Number: 560538

Date Reported:
09/19/2016

Summary:
When you place a order via the mobile payments reader the order is placed but the credit card will throw a 2009 error anytime that card is attempted to be used on a manual order.

Alternative Solution:
To allow you to use these card on future order in the app you would need to manually add teh card to the system to allow it to be used on future orders.

ISSUE RESOLVED: Emails sent to all providers are being delayed/sending slowly

Broadcast
Last Updated: 09/30/2016

Issue Number: 572600

Date Reported:
09/30/2016

Summary:
9/30/16 1:00 PM Arizona time - The issue causing the email delays has been resolved. Emails scheduled to send during the affected times are currently in the process of sending. You may experience some delays as the email queue clears out. The system updates are still taking place and you may experience some application slowness as we wrap up this process. 9/30/16 10:50 AM Arizona time - We are currently running an update on all applications. There may be some interruptions in connectivity or application slowness during the next 60 minutes. 9/30/16 10:15AM Arizona time - We have resolved the issue causing ,exception reading response, errors. All outbound emails are currently sending at a delayed rate. Please check back here for updates. 9/30/16 9:45AM Arizona time - We are currently investigating ,exception reading response, errors that are appearing for campaign emails. 9/30/16 9:30AM Arizona time - Emails that are currently in a ,queued status, are beginning to successfully send. This process is expected to be completed within the next two hours. We are seeing reports of Emails sent to Gmail and some other Email Service Providers are being delayed. We are currently investigating with our Email Operations team to resolve this as quickly as possible and will continue to update this issue with more information. Thank you for your patience!

Alternative Solution:
All emails that are scheduled to be sent to currently being queued until this issue is resolved.

Update: Actions Configured on Note Templates Not Running

Marketing
Last Updated: 09/20/2016

Issue Number: 529999

Date Reported:
08/19/2016

Summary:
9/15 5:00pm - we have determined the cause of the actions not running and applied a temporary fix. You should notice actions running as of late in the day 9/15. In the meantime we are working towards a permanent solution and expect to have resolution as soon as possible. Actions that are set to run on Note Templates are failing to run.

Alternative Solution:
Campaign Builder can be used to process all actions. A Note Goal can be used and connected to a sequence that processes most actions. For "creating an order" you will want to use the Legacy Action set process.

Infusionsoft Community Maintenance

Last Updated: 09/12/2016

Issue Number: 552671

Date Reported:
09/12/2016

Summary:
The Infusionsoft Community page, including forums, is currently undergoing maintenance. This maintenance includes security features and updates. At this time we do not have an ETA on when the site changes will be completed. Please check back here for updates.

Currency Defaulted to US $ in some apps

E-Commerce
Last Updated: 09/16/2016

Issue Number: 556624

Date Reported:
09/15/2016

Summary:
We are currently investigating the cause of some applications reverting international currency to US$. At this time we do not have an ETA but expect to have resolution as soon as possible. 9/16 7:30am Arizona time We have determined the cause of the currency issue and are anticipating having a fix early next week.

Alternative Solution:
If you are one of the affected apps, please update your setting in the E-commerce settings area.

"Set Field Value" in Campaign Builder Cannot be set to Ready When Using a Date/Time Custom Field

Campaign Builder
Last Updated: 09/29/2016

Issue Number: 250502

Date Reported:
09/25/2015

Summary:
When adding a "Set Field Value" Process in our Campaign Builder, it cannot be set to "Ready" status when you are using it to set a value in a Date/Time Custom Field.

Alternative Solution:
Drag over the "Set Field Value" object and use it to set the value of a different field type, such as a Text custom field. Make it Ready, and then click the "Back to Sequence" button. Open the "Set Field Value" object once more and then switch it to your Custom date field. the "Ready" status should remain on it and allow you to publish it as well.

Company Custom Field Information Appearing Blank

CRM
Last Updated: 09/29/2016

Issue Number: 567390

Date Reported:
09/26/2016

Summary:
We are seeing scattered reports of company records with custom fields that may have been filled out in the past are now showing as blank. We are still researching the potential cause as well as a solution. Any updates will be posted here as they come.

Play button does not display on videos set up with the video block in emails

Broadcast
Last Updated: 09/29/2016

Issue Number: 565331

Date Reported:
09/23/2016

Summary:
When the video block in emails, the play button does not display on the images of the video, indicating it as a video rather than an image.

Some International Currencies Showing Incorrect Amount When Attempting Refunds

E-Commerce
Last Updated: 09/29/2016

Issue Number: 561545

Date Reported:
09/20/2016

Summary:
When an application is using international currencies that replace periods with commas in value fields (South African Rands, for example), the "RefundAmt" may change to a value larger than the set refund amount on the first screen. These fields are not honoring the international currency format, but this issue is set to be corrected in a future update. Here is an example of the issue, for reference: http://screencast.com/t/ty6ebFYLtT1Z

Alternative Solution:
After clicking Refund Payment in the order, the comma in the "RefundAmt" can be replaced with a period. Clicking Next will take you to the next page showing the correct amount. Here is an example of this workaround being implemented, for reference: http://screencast.com/t/kRCmfbBRqkQ

Firefox preventing Gmail sync from being downloaded

Apps/API
Last Updated: 09/14/2016

Issue Number: 555001

Date Reported:
09/14/2016

Summary:
Firefox Add on signing is preventing the Sync for Gmail Plugin from being downloaded. The developers are looking into getting this resolved.

Add Contact triggers duplicates and does not provide the correct duplicates and the new contact fields are blank if added

CRM
Last Updated: 09/21/2016

Issue Number: 554518

Date Reported:
09/14/2016

Summary:
Adding a Contact can trigger a possible duplicate page. This page list 20 results and it may or may not show the actual duplicate contact. The "Add This Contact" will result in creating a blank contact record.

Alternative Solution:
You can use the Quick Add in the top right of the application.

Long tags can't be removed from BARD email image/button links, or from recipients list

Broadcast
Last Updated: 09/14/2016

Issue Number: 490528

Date Reported:
07/13/2016

Summary:
Screenshot: http://screencast.com/t/mreRvLTFZ This issue is scheduled to be resolved with the October Update

Alternative Solution:
remove the image or button and re-add it. No known workaround for removing it from the recipients list, other than creating a new email broadcast

INFORM: Having multiple tabs open can cause information to be saved to the incorrect record

E-Commerce
Last Updated: 12/03/2015

Issue Number: 2869

Date Reported:
06/30/2014

Summary:
Multi-tab usage on a browser may causes data to mix when saving. Most notably when viewing and editing multiple orders on multiple browser tabs.

Alternative Solution:
When editing and saving new content, make sure to only have a single tab open in the browser accessing your Infusionsoft account.

Legacy Order Form Orders Achieve Purchase Goals Twice

Campaign Builder
Last Updated: 09/14/2016

Issue Number: 511047

Date Reported:
08/02/2016

Summary:
Clear and Concise Description: When you place an order via a legacy order form, it will achieve Campaign Purchase Goals twice. This does not happen with non-legacy order forms, non-legacy shopping cart orders, or legacy shopping cart orders.

Youtube snippet doesn't play video on hosted landing pages and webforms

Campaign Builder
Last Updated: 09/14/2016

Issue Number: 522120

Date Reported:
08/12/2016

Summary:
The youtube snippet will display a blank video frame in webforms and landing pages.

Alternative Solution:
Please see the workaround in our forum: http://community.infusionsoft.com/showthread.php/21077-Workaround-Embedding-YouTube-Snippet?p=54074

Unknown field in Legacy Shopping Cart causes Error when content is entered

Legacy
Last Updated: 09/29/2016

Issue Number: 522539

Date Reported:
08/12/2016

Summary:
In some apps an unknown field is appearing between the first and last name fields in Legacy shopping carts. If content is entered in this field, the cart will produce an error on the following page and the checkout will not be able to be continued.

Alternative Solution:
Right-click on blank field and select INSPECT or INSPECT ELEMENT depending on browser. Copy the content for CLASS; it should look like this: inf_da6dad10ca77a9547ea0ef04567724f0 Insert the following text into the CSS code for the shopping cart: .XXXXXXXXX { visibility: hidden; } and replace the XXXXXXXXX with the class copied from the shopping cart. This will hide the field from the cart and allow it to be successfully submitted.

Customerhub login issues

CustomerHub
Last Updated: 09/23/2016

Issue Number: 552129

Date Reported:
09/12/2016

Summary:
Customerhub is not allowing customers to login or after they get logged in the app will kick them out and ask them to login again.

Alternative Solution:
To get logged in use a private browser.

Unable to add Product Option values to Products unless a price adjustment is included

E-Commerce
Last Updated: 09/27/2016

Issue Number: 552087

Date Reported:
09/12/2016

Summary:
When setting up product option values for products, if the "Add" button is clicked with no value in the Adjustment field or a value of zero, a error will appear. Users are only able to add the product option when a positive or negative value is added other than zero.

Alternative Solution:
entering a Price Adjustment amount of 0.001 will only display 0.00 in the shopping cart and will not add any amount to the product cost.

Campaign Performance view does not display totals for contacts in the campaign before receiving the R57 update

Campaign Builder
Last Updated: 09/28/2016

Issue Number: 531383

Date Reported:
08/22/2016

Summary:
Campaign Performance (Reporting) view does not display totals for contacts in the campaign before receiving the R57 update. Campaign Contacts reports viewed from the 30 day view then displays ALL contacts active, queued, or done regardless of time frame.

Email Builder Beta - Campaign merge field IDs are being retained in merge fields when a campaign is copied

Campaign Builder
Last Updated: 09/29/2016

Issue Number: 531355

Date Reported:
08/22/2016

Summary:
When copying a campaign that contains campaign merge fields, the original campaign's merge field IDs are being copied into all Email Builder Beta emails. Standard emails, drag and drop, are not affected by this issue.

Alternative Solution:
For any Email Builder Beta emails, delete the merge field from the email and re-add it. This will bring in the new ID.

Linked contacts are counting Max Links based on total contacts using that link rather than uses per contact record

CRM
Last Updated: 09/23/2016

Issue Number: 496358

Date Reported:
07/19/2016

Summary:
Unable to link contacts under certain link types when said link type has been used the max amount of times elsewhere. i.e. Max limit of link type A is 1. 1 contacts has linked another contact using this link type so you are unable to use this link type under any other contact.

Alternative Solution:
Raising the Max Limit for the desired link type should allow contacts to be linked again.

Email Status search only returning one result

Marketing
Last Updated: 08/25/2016

Issue Number: 424198

Date Reported:
05/09/2016

Summary:
Pulling up an Email Status Search with with the "Products" column displaying on report results in only one result populating for report.

Alternative Solution:
Remove the "Products" column from the report columns and the report should return correct results.

Viewing Historical Data in Campaign Opens Report With Incomplete Criteria

Campaign Builder
Last Updated: 09/29/2016

Issue Number: 351636

Date Reported:
03/15/2016

Summary:
When in the Performance view in a campaign, clicking either the "Historical 24 hours" or "Historical 30 days" will show that past history for the range selected on the sequence, however clicking the blue icon that redirects to the Campaign Contacts report to show the contacts does not pull up the correct criteria. All results for the sequence will be shown, since the Stop Date criteria is not being set when viewing the report.

Alternative Solution:
The correct information can be pulled up by clicking "Edit Criteria/Columns" for those results, and a Stop Date range can be set there (for example, 02/01/2016-03/01/2016). Clicking OK after setting a date range will pull campaign contact history for the date range entered.

Modify existing records search is displaying an oops error

Admin
Last Updated: 08/25/2016

Issue Number: 416652

Date Reported:
05/02/2016

Summary:
In some applications, navigating Data Cleanup, Modify Existing Records, then clicking "Go" produces an error page and does not allow the user to proceed to the import.

Alternative Solution:
There is a setting on the backend that can allow access to this import until the issue has been properly resolved. If you are experiencing this, please reach out to support via phone, chat, or online ticket submission with the details of your issue so they can implement the workaround.

Unable to publish campaign if a period is placed between merge fields without spaces or followed by an ellipsis

Campaign Builder
Last Updated: 09/09/2016

Issue Number: 446587

Date Reported:
05/31/2016

Summary:
Unable to publish campaign if a period is placed between two merge fields without spaces or if the merge field is immediately followed by an ellipsis (...) Campaign will attempt to begin the publishing action but will get stuck on "Analyzing Campaign"

Alternative Solution:
adding a space between the merge field(s) and period(s) will allow the campaign to publish.

Fields labels not appearing in responsive landing pages for some custom field types

Campaign Builder
Last Updated: 09/19/2016

Issue Number: 323665

Date Reported:
02/19/2016

Summary:
Fields labels not appearing in the newer responsive Landing Pages for some custom field types when you drag a field into the Landing Page. Here is a list of custom fields that are affected: Date Date/Time Day of Week Drilldown Month List Box Radio Dropdown State User User List Box Yes/No

Alternative Solution:
You can add a Paragraph snippet just above the custom field. And utilize that Paragraph as a label for the Custom Field.

Legacy Order Forms don't calculate shipping options when hosted outside Infusionsoft

Last Updated: 08/25/2016

Issue Number: 529441

Date Reported:
08/19/2016

Summary:
Legacy Order Forms do not calculate shipping options when hosted outside Infusionsoft. *Hosting order forms outside of Infusionsoft is not supported, so this will not be fixed by our development team* As a courtesy, we have provided replacement code you can use on your website, depending on which error you are receiving. Replacement code: http://pastebin.com/0vF9bhGm

Alternative Solution:
Replacement code: http://pastebin.com/0vF9bhGm

Emails sent to hotmail and outlook email addresses display in mobile format on outlook.live.com

Broadcast
Last Updated: 09/29/2016

Issue Number: 503411

Date Reported:
07/26/2016

Summary:
Sending email from the Beta builder to contacts with hotmail.com or outlook.com addresses (and possibly msn.com and live.com) will only display the email in it's mobile format when accessing them from Outlook Mail (outlook.live.com).

Unable to adjust width of responsive landing page fields

Campaign Builder
Last Updated: 09/14/2016

Issue Number: 439937

Date Reported:
05/24/2016

Summary:
Using the FIELD WIDTH setting under Layout & Settings in responsive landing pages no longer changes the width of the fields added to landing pages; fields fill the entire width of available areas

If Users are utilizing the same email address within application the FROM field in a single email will only display the most recently added user

CRM
Last Updated: 09/29/2016

Issue Number: 408597

Date Reported:
04/27/2016

Summary:
If user records are utilizing the same primary email address then single emails only acknowledge the highest user ID. Campaign and broadcast FROM dropdowns still show all users.

About This Page 

This page is an active list of known product or service issues affecting Infusionsoft users. Not all issues are necessarily posted here, but we'll do our best effort to update this page in a timely manner.

How to Use

Click the title of a known issue to read more details including workarounds if they exist.

Priority is used to estimate resolution time:

      Low means approximately four months to resolution

      Medium means approximately one month to resolution

      High means immediately

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If you have an urgent problem that is not documented here, please call us at 1-866-800-0004 or chat online with our support team. For non-urgent questions, please submit a case online via the Help menu in your app.