Last Updated Priority Category

Some email statuses are reflecting as non-marketable

Last Updated: 06/28/2017

Issue Number: 816801

Date Reported:
06/27/2017

Summary:
We are currently investigating reports of some email addresses in applications being changed to the Non-Marketable status. 6/27/2017 3:30pm AZ We have identified the cause and are working towards developing a solution. 6/27/2017 4:00pm AZ We have begun updating the email statues back to their original state and identifying all applications and email addresses affected. Please check back here for updates.

Alternative Solution:
Contacts can be set to marketing via the contact record manage email status link. They can also be updated in bulk via the actions button, Opt-in/Opt-out status.

Error Initializing The Campaign Appearing When Loading Certain Campaigns

Last Updated: 04/13/2017

Issue Number: 753777

Date Reported:
04/13/2017

Summary:
Attempting to access some campaigns produces the error "Error Initializing The Campaign"

Alternative Solution:
After entering campaign, navigate to the Reporting view of the campaign, then back to the Edit view.

Editing a Copied Web Form Will Also Edit the Original Web Form

Last Updated: 03/06/2017

Issue Number: 719319

Date Reported:
03/06/2017

Summary:
Intermittently, when you copy a web form and edit the copy of the web form, it will also edit the original web form.

Alternative Solution:
Exit campaign builder after you copy the form but before you edit the copy

Company Custom Fields are not showing in the Company Records

Last Updated: 05/04/2017

Issue Number: 759374

Date Reported:
04/20/2017

Summary:
We are currently investigating the cause of Company Custom Fields not showing in the Company Records for some applications.

May Release: Unable to [Edit] or [Add new] merchant account in FF from the Payments Options area in E-commerce Setup

Last Updated: 04/21/2017

Issue Number: 760438

Date Reported:
04/21/2017

Summary:
We are currently investigating and issue where users are unable to [Edit] or [Add new] merchant account in FF from the Payments Options area in E-commerce Setup

Alternative Solution:
This issue only affects applications currently on the May Release. Please use Chrome as a temporary solution.

Saved Task Note Report Not Honoring "Assigned To" or "Created By" Field Criteria

Admin
Last Updated: 06/22/2017

Issue Number: 813986

Date Reported:
06/22/2017

Summary:
If you run the Task Note Reporting using "Assigned To" or "Created By" as search criteria, and then save that report, the saved report will not respect the "assigned to" criteria you used, and will instead display tasks assigned to (or created by) any user.

Alternative Solution:
Do not use a saved task note report, and instead run the search from scratch

Users are unable to clone contacts if permission to delete contacts is set to NO

Admin
Last Updated: 04/11/2017

Issue Number: 679886

Date Reported:
01/23/2017

Summary:
If a user permission to delete contact records is set to [No], then the user will not be able to clone contacts. The clone button will appear within contact records but clicking the button takes no action.

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.

Saved Searches are returning a blank response body for getSavedSearchResultsAllFields and getSavedSearchResults for some reports

Apps/API
Last Updated: 06/16/2017

Issue Number: 800894

Date Reported:
06/08/2017

Summary:
Blank search results are being returned for the search service for all fields (SearchService.getSavedSearchResultsAllFields). Alternatively the SearchService.getSavedSearchResults can be used to pull a list. This happens for the following: Contact Search Referral Partner Referral Report Opportunity Search Campaign Contacts Report Click Through Percentage Search By Contact Click Through Percentage Search By Email Sequence Step Recipients Customer Lifetime Value Report All other searches and reports have been tested and are not effected by this issue

Alternative Solution:
SearchService.getSavedSearchResults will currently work with these searches and reports if ScoreId1 isn't a returned field

Emojis inserted in emails will cut off the email

Broadcast
Last Updated: 04/06/2017

Issue Number: 747616

Date Reported:
04/06/2017

Summary:
If an emoji is present in an email it will cut off the rest of the email including the Unsubscribe link

Alternative Solution:
Please do not use emojis in emails at this time.

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

Broadcast
Last Updated: 04/11/2017

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).

Alternative Solution:
There is no ETA for resolution for this issue. Outlook's and Hotmail's web applications have limitations that do not allow for Infusionsoft to alter the way the emails are displayed. When they open access, we will develop a solution.

Merge Fields do not work in the From: address for NEW email Builder.

Broadcast
Last Updated: 02/15/2017

Issue Number: 633087

Date Reported:
12/01/2016

Summary:
Merge Fields do not work in the "from" address for NEW email Builder.

Alternative Solution:
If you need to use a merge field for the "From:" address you will need to use the classic emails.

Some reports/searches criteria is reset after using [Back to report] links

Broadcast
Last Updated: 04/11/2017

Issue Number: 642261

Date Reported:
12/12/2016

Summary:
In some reports and searches, when a record is opened and a [Back to report] link is used to navigate back, the reports criteria is reset instead of the results being repopulated

InputStream Errors Causing Issues with Campaign Emails, HTTP Post/Single Email Access

Campaign Builder
Last Updated: 05/04/2017

Issue Number: 771631

Date Reported:
05/04/2017

Summary:
We are seeing numerous locations in applications that are showing an error message stating " InputStream used to populate this filebox object, and was subsequently used/closed". This may affect Campaign emails, accessing and sending single emails in a contact record, or opening content in campaigns, like HTTP posts. We are working on isolating the issue and restoring functionality as soon as possible.

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

Campaign Builder
Last Updated: 04/10/2017

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.

Decision Diamonds are not honoring the letter L

Campaign Builder
Last Updated: 04/11/2017

Issue Number: 705725

Date Reported:
02/17/2017

Summary:
When a decision diamond is created and the logic is setup to look for a specific character the L will not be accepted. For example if the logic is looking for contacts cities that start with specific letters and that letter is L it will not be accepted.

Special Characters Changing/Appearing in Campaign Builder Sequence/Goal Names

Campaign Builder
Last Updated: 06/19/2017

Issue Number: 649419

Date Reported:
12/19/2016

Summary:
There are special characters that are now showing in some campaign sequence and goal names in multiple applications that were not present prior. Most examples show special characters, such as  are being added to the names of the sequence/goal, and other examples showing other special characters being converted from something like ä to ä.

Alternative Solution:
The characters can be deleted from the description by clicking on the name, and making the change to the text.

Legacy Order Form Orders Achieve Purchase Goals Twice

Campaign Builder
Last Updated: 04/10/2017

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.

Some Touchscreen Devices Are Unable to Click Blue Reporting Icons in Campaign Builder

Campaign Builder
Last Updated: 04/10/2017

Issue Number: 750343

Date Reported:
04/10/2017

Summary:
We are seeing reports of touchscreen computers unable to select the blue icons to view reporting in Campaign Builder. The icons do not appear, even when a mouse is being used.

Alternative Solution:
Disabling Touch Events API in Chrome allows the icons to appear and function when using a mouse. Disabling touch functions in Firefox, or disabling the touchscreen function on the computer will also allow the icons to function.

Unknown Error Appearing on Campaign History, Campaign Batch Errors in Some Apps

Campaign Builder
Last Updated: 04/05/2017

Issue Number: 746952

Date Reported:
04/05/2017

Summary:
Some applications are seeing an Unknown error in Campaign History, which may be causing some emails triggered by Campaigns to not process correctly.

Lead Source Not Being Set on Form Submissions

Campaign Builder
Last Updated: 03/29/2017

Issue Number: 740712

Date Reported:
03/29/2017

Summary:
When a web form is submitted by a customer, and a lead source is supposed to be set or shown, the lead source is not set for that field for the customer.

Alternative Solution:
Lead Source can be set by adding the Lead Source field to the form and a lead source ID is populated in there, however this will always set that same selected lead source.

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.

Unable to adjust width of responsive landing page fields

Campaign Builder
Last Updated: 02/08/2017

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

Merge Fields do not Work in the To Address Field in the New Email Builder

Campaign Builder
Last Updated: 04/25/2017

Issue Number: 763156

Date Reported:
04/25/2017

Summary:
When creating or editing an email using the new email builder, the To field does not allow for using a merge field. It will display an error stating to use a valid email address instead.

HTML code for a web form does not include Snippets

Campaign Builder
Last Updated: 01/20/2017

Issue Number: 677118

Date Reported:
01/19/2017

Summary:
Any of the items on the snippets tab of a web form are not actually included in the HTML for the web form. After adding one of these snippets and publishing the web form the HTML code sytled or unsytled are not included.

Alternative Solution:
Use the javascript or hosted version of the web form.

New Email Builder not recognizing change when a tag is added/removed to an exiting url

Campaign Builder
Last Updated: 04/11/2017

Issue Number: 678111

Date Reported:
01/20/2017

Summary:
Adding tags to an email will not mark the email as needing to be published

Alternative Solution:
Making any change to the email will allow it to be published. For example, adding a space and removing it will trigger the change.

Clicking Manage Accounts for Infusionsoft ID Displays an Error on Some Accounts

CAS
Last Updated: 04/11/2017

Issue Number: 735423

Date Reported:
03/23/2017

Summary:
We are seeing a trend of Infusionsoft IDs displaying an error stating There was a problem processing your request when accessing the Manage Accounts area.

Alternative Solution:
Accessing that specific page right now may or may not be possible intermittently, however applications can still be accessed manually by navigating to the app's direct login URL (Example: appnamehere.infusionsoft.com).

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.

Creating an Order from within an Opportunity Record error

CRM
Last Updated: 06/03/2017

Issue Number: 742745

Date Reported:
03/31/2017

Summary:
While attempting to create an Order via an Opportunity record, a "Page Not Found" error will occur and the order does not get created. https://www.screencast.com/t/fDztYBbB5

Alternative Solution:
The order can be manually created from within the Contact record, Orders tab.

ID number is no longer present when doing a contact quick search.

CRM
Last Updated: 01/18/2017

Issue Number: 675221

Date Reported:
01/18/2017

Summary:
ID number is no longer present when doing a contact quick search.

Alternative Solution:
Use the advanced search or main search option to obtain the ID number of contacts

Billing address with Parentheses in name are causing error (invalid country/state) when sent to some merchants

E-Commerce
Last Updated: 12/14/2016

Issue Number: 645236

Date Reported:
12/14/2016

Summary:
intermittently billing address with parentheses in name are causing error (invalid country/state) when sent to some merchants

Clicking the Reset Failed Attempts button does not allow orders to attempt another charge.

E-Commerce
Last Updated: 10/27/2016

Issue Number: 515381

Date Reported:
08/05/2016

Summary:
The Reset Failed Attempts Button on Order Records Isn't Resetting Failed Attempts, Causing Orders To Not Continue Autocharging After clicking the Reset Failed Attempts button on an order record, the system shows an Invoice pay attempts reset successfully message, but if you wait for the system to auto-charge, stealth payment attempt history shows Exceeded max number of charge attempts, meaning it doesn't seem to actually reset the failed attempts.

Subscription revenue summary report is not taking into account quantity in its calculation

E-Commerce
Last Updated: 02/08/2017

Issue Number: 664709

Date Reported:
01/06/2017

Summary:
When you have a subscription added to a record with a quantity higher than 1 it reads it as 1 in the amount and total billed in the subscription revenue summary report. So say the product is $1.00 and they customer has a quantity of 5. The subscription revenue summary report will display the amount and amount billed as $1.00 not $5.00.

June Release (r66): Cannot View Secure Credit Card Info in Contact Record

E-Commerce
Last Updated: 05/25/2017

Issue Number: 789972

Date Reported:
05/25/2017

Summary:
When a user goes to view a credit card number under Orders tab in a Contact Record, and the View Secure Credit Card Info item is clicked, the window grays out and does not display the box to enter a password and view the card number.

JSON parse error when creating a promotion code

E-Commerce Setup
Last Updated: 06/20/2017

Issue Number: 529544

Date Reported:
08/19/2016

Summary:
Error message "There was an error while saving your settings (parsererror,SyntaxError: JSON.parse: unexpected character at line 1 column 1 of the JSON data) is received when creating a promotion code from within the criteria of a promotion.

Alternative Solution:
Saving the promo code again should have the code work in the cart as intended, as does adding the code from the Promo Codes area under E-Commerce > E-Commerce Setup.

Email Status search only returning one result

Marketing
Last Updated: 02/08/2017

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.

DKIM sometimes fails to 3rd parties with a body hash mismatch error

Marketing
Last Updated: 06/19/2017

Issue Number: 755301

Date Reported:
04/17/2017

Summary:
We are currently investigating the cause of DKIM sometimes failing with a body hash error. Gmail (and other providers) will show the [via infusionmail.com] when DKIM does not validate.

Including Custom Field Columns in Email Status Search Produces Error

Marketing
Last Updated: 03/13/2017

Issue Number: 724269

Date Reported:
03/10/2017

Summary:
When including the column of a custom field in the search results of an Email Status Search, no results populate and a message appears stating an unexpected error has occurred. Any saved searches that contain custom field columns will not open and will produce an error.

Alternative Solution:
When running the Email Status Search, remove or do not include columns of custom fields.

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.

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

Priority is used to estimate resolution time:

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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.