Last Updated Priority Category

Optimum and Microsoft Email Deliverability

Last Updated: 01/14/2019

Issue Number: 1483817

Date Reported:
01/11/2019

Summary:
Monday, January 14th 8:30am mst Mitigation efforts are in progress with the Microsoft domains and we have seen significant reduction in mail loss. We are continuing to work with Optimum and anticipate an update within 48 hours. Friday, January 11th 8:00am mst We are actively investigating some emails bouncing with Optimum and Microsoft domains. Our Email Operations team has been in contact with each company and are taking steps to reduce the impact to our customers. We are continuing to monitor and work through these issues and are aiming to have full resolution ASAP.

CustomerHub: Members unable to Login if Invalid Credit Card is present

Last Updated: 10/18/2018

Issue Number: 1354550

Date Reported:
10/10/2018

Summary:
CustomerHub: Members unable to Login if the Contact Record has an Invalid Credit Card

Alternative Solution:
There is a workaround to resolve this issue 1- Delete the invalid credit cards from the Contact Record in Infusionsoft 2- Delete the Member Record from CustomerHub [under CH - Members] Deleting members records will not alter any data 3 - Re-add the Contact to CH from Infusionsoft [contacts can be manually re-added by following the steps here https://classic-infusionsoft.knowledgeowl.com/help/manually-give-members-access-to-your-customerhub-website or by adding the contact to a campaign with the [add to CH] process]

Campaign Builder Letters: Clicking Insert [Merge Fields] displays error

Last Updated: 12/27/2018

Issue Number: 1460717

Date Reported:
12/20/2018

Summary:
In campaign builder the letter process will display a [There was an error while loading content] error message

Alternative Solution:
Merge fields can be manually added or copied/pasted into the letter fields (existing merge fields can be access via an email etc.)

Custom Statistics Widget Calculates first 10k rows only

Last Updated: 09/10/2018

Issue Number: 902649

Date Reported:
09/27/2017

Summary:
Custom Statistics Widget Calculates first 10k rows only

ISSUE RESOLVED Some Applications: Actions processes and Email Delays

Last Updated: 01/17/2019

Issue Number: 1489486

Date Reported:
01/16/2019

Summary:
Thursday, January 17th 8:45am mst - We have confirmed the issue has been resolved for all applications as of approx 9:00pm mst on Wednesday, January 16th If you continue to experience any issues related to this incident, please contact support. Wednesday, January 16th 6:45pm mst - We continue to work towards 100% resolution for the remaining applications still experiencing delays. During this time no actions, processes, or emails will be lost. Wednesday, January 16th 1:15pm MST - The issue has been resolved for most applications. There are a handful of servers that continue to process the bag log of items. We are continuing to monitor the progress and will post updates as they become available. Wednesday, January 16th 11:15am mst We have added additional processors to help clear the queued actions/emails. During this time, no emails or actions will have been lost. Wednesday, January 16th 9:45am mst We have identified the root cause of the delays and have implemented a solution. Emails are now successfully processing. You may experience minimal delays as the queue is cleared out. Wednesday, January 16th, 2018 7:00am MST We are currently experiencing delays with actions processing and emails sending. We are seeing delays in the 30 min to 1 hour range. Please check back here for updates.

Intermittent: HTTP Error 400

Last Updated: 11/20/2018

Issue Number: 1418667

Date Reported:
11/20/2018

Summary:
We are currently investigating the cause of intermittent 400 errors occurring while using the application.

Alternative Solution:
We have found that clearing your browser cache/cookies has successfully cleared the errors. https://kb.iu.edu/d/ahic

Weather/Time widget is not loading on contact records

Last Updated: 01/07/2019

Issue Number: 1474320

Date Reported:
01/04/2019

Summary:
Weather/Time widget is not loading on contact records We are currently investigating the cause of the weather/time widget not displaying on contact records.

Weather/Time widget is not loading on contact records

Last Updated: 01/04/2019

Issue Number: 1474320

Date Reported:
01/04/2019

Summary:
Weather/Time widget is not loading on contact records We are currently investigating the cause of the weather/time widget not displaying on contact records.

NIS: Unable to save phone number into the Business Profile page.

Last Updated: 01/11/2019

Issue Number: 1478705

Date Reported:
01/08/2019

Summary:
When you save the phone number it will disappear from the Business Profile once you navigate away from the Business Profile page.

Dec 19th Update: Gmail Sync: Emails are not syncing to Gmail or Infusionsoft

Apps/API
Last Updated: 01/09/2019

Issue Number: 1324188

Date Reported:
09/17/2018

Summary:
Wednesday, Dec 19th 2018 After investigating the current open issues affecting the Gmail Sync tool, we have discovered the fix requires a complete re-architecture of the tool. We are actively working on this redesign and anticipate having an update within Q1 of 2019. Emails are not syncing to Gmail or Infusionsoft application. We are actively investigating the cause.

Dec 19th Update: Gmail Calendar Sync Error

Apps/API
Last Updated: 01/09/2019

Issue Number: 1273610

Date Reported:
08/10/2018

Summary:
Wednesday, Dec 19th 2018 After investigating the current open issues affecting the Gmail Sync tool, we have discovered the fix requires a complete re-architecture of the tool. We are actively working on this redesign and anticipate having an update within Q1 of 2019. When you try to connect your calendar to Gmail sync it errors {Sign in with Google temporarily disabled for this app} We are actively investigating.

Deployments are causing Illegal State Exception errors to be thrown on campaign list and users are receiving emails about it

Apps/API
Last Updated: 01/11/2019

Issue Number: 1472919

Date Reported:
01/03/2019

Summary:
After Deployments some campaigns are throwning Illegal Exception errors and users are receiving emails about the error. The campaign needs to be republished for the error to go away.

Alternative Solution:
Republishing will remove the error message from the campaign list.

Dec 19 Update: Gmail Sync sidebar is cut off in the new Gmail on desktop

Apps/API
Last Updated: 01/09/2019

Issue Number: 1310487

Date Reported:
09/06/2018

Summary:
Wednesday, Dec 19th 2018 After investigating the current open issues affecting the Gmail Sync tool, we have discovered the fix requires a complete re-architecture of the tool. We are actively working on this redesign and anticipate having an update within Q1 of 2019. The Gmail Sync sidebar is partially cut off. We are actively investigating.

URL link option appears as blank in the newer email builder

Broadcast
Last Updated: 12/28/2018

Issue Number: 1467043

Date Reported:
12/28/2018

Summary:
When hyperlinking text in the newer email builder the URL option cannot be selected unless another option is selected first. Existing URL links appear as blank, but are still selected and will work.

Alternative Solution:
When linking text, click another link type first (ie. Email) then click URL. Click the Insert Link button after typing the web address. If an existing URL link appears as blank, do not attempt to fix it. See an example here https://www.screencast.com/t/ljWlOlNmf4q

Merge fields do not work in hyperlinked text

Broadcast
Last Updated: 01/17/2019

Issue Number: 1492961

Date Reported:
01/17/2019

Summary:
Clicking links which were created using a merge field displays a [This page is not working] error. We are currently investigating the cause of links not redirecting properly. Initial testing shows this only occurs when the link was created using a merge field. For example ~Contact.Website~ We will post updates as the become available.

Alternative Solution:
Placing the merge field directly into the email will work. Some email providers will recognize that is a URL and create a link for your contacts to click.

Prompt to Add Contacts to Campaign on Publish counting both Company Records and Contact Records.

Campaign Builder
Last Updated: 01/08/2019

Issue Number: 1479288

Date Reported:
01/08/2019

Summary:
When prompted to add contacts to a campaign during publishing based on those contacts meeting goals and never previously being in the campaign, it is also tallying company records instead of just contact records.

NIS: Error getting campaign details and unable to access campaign

Campaign Builder
Last Updated: 01/11/2019

Issue Number: 1477497

Date Reported:
01/07/2019

Summary:
NIS: Error getting campaign details and unable to access campaign As of Jan 11, 2019 4:30 pm MST we have identified the root cause and anticipate this will be resolved for all applications by 11 pm Monday, Jan 14, 2019 (11 am Tuesday Jan 15, 2019 for APAC).

New landing pages not honoring submitted timezone

Campaign Builder
Last Updated: 09/10/2018

Issue Number: 1235253

Date Reported:
07/13/2018

Summary:
New landing pages not honoring submitted timezone

New Landing Pages: Templates not loading in Chrome

Campaign Builder
Last Updated: 01/17/2019

Issue Number: 1484547

Date Reported:
01/11/2019

Summary:
Templates in the new landing page builder are loading only the first five templates.

Alternative Solution:
Readjusting the screen size or reloading the template page (refresh or f5). The issue is not affecting Firefox.

Appointment time in quick search does not match time in appointment or contact records

CRM
Last Updated: 01/11/2019

Issue Number: 1472949

Date Reported:
01/03/2019

Summary:
After searching a contact via the quick search, or viewing the contact via MyDay and the quick search there, the time displayed matches the user preferences time zone. However, the time displayed in the appointment record and contact record displays Eastern

Voice Broadcast Recording Failure

Marketing
Last Updated: 12/19/2018

Issue Number: 1311934

Date Reported:
09/07/2018

Summary:
Dec 19th 2018 8:30am We have an open case with our Voice Broadcast provider. We are investigating the cause of Voice Broadcast Recording Failure errors.

Some Broadcasts and Campaign emails are not tracking open rates

Marketing
Last Updated: 01/11/2019

Issue Number: 1482089

Date Reported:
01/10/2019

Summary:
Friday, January 11th 2018 9:00am mst We have identified the root cause of the issue and are in the process of developing a solution. Preliminary estimates for resolution is early next week. Thursday, January 10th 10:00am mst Some Broadcasts and Campaign emails are not tracking open rates. We are actively investigating. We are anticipating no open rate statistics will be lost and one resolved with be updated within the application.

January 15th Update: Photo editor within the Email Builder not loading images

Marketing
Last Updated: 01/17/2019

Issue Number: 1460535

Date Reported:
12/20/2018

Summary:
January 15th, 2018 The Photo Editor platform used in our email builder, Aviary Photo Editor, has been discontinued by the developer, Adobe. We are removing the edit photo option from the builder while we investigate other solutions. We recommend altering your photo outside of Infusionsoft prior to uploading them. We recommend Gimp, Pixlr, or Canva as some of the easy to use free online editors. We are currently investigating the cause of the Photo editor within the Email Builder not loading images to be edited.

Alternative Solution:
We recommend using another platform to edit photos such as Gimp (https://www.gimp.org/) or Pixlr (https://pixlr.com/)

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:

      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.