Last Updated Priority Category

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.

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.

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.

Infusionsoft System Maintenance Tuesday, July 25th

Last Updated: 07/20/2017

Issue Number: 837634

Date Reported:
07/20/2017

Summary:
In order to improve our software for you and your customers, Infusionsoft is scheduled for brief maintenance on Tuesday, July 25th from 6:00pm to 7:00pm MST. Our System Maintenance will be rolled out in phases over the next few weeks based on the following schedule: Thursday, July 27 from 6:00pm to 7:00pm MST* Wednesday, August 2nd from 6:00pm to 7:00pm MST* Thursday, August 3th from 9:30am to 10:30am MST* You will receive an in-app dashboard notification approximately 4 business days before your scheduled maintenance date Please check back here to stay informed on any status updates. We apologize for the inconvenience and appreciate your patience. *These dates are subject to change.

Action to Print Labels produces a blank document

CRM
Last Updated: 07/20/2017

Issue Number: 821806

Date Reported:
07/03/2017

Summary:
Action to Print Labels produces a blank document. No contact information is merging into the document.

Alternative Solution:
Currently the only way to create labels is to export the names and addresses of the contacts and manually create the labels following the mail merge steps for MS Word: https://support.office.com/en-us/article/Create-and-print-labels-using-mail-merge-276a2cd1-74d2-43d0-ab5a-b90460358ad5

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

Campaign Builder
Last Updated: 07/20/2017

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.

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: 07/20/2017

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.

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

E-Commerce
Last Updated: 07/20/2017

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

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

Broadcast
Last Updated: 07/20/2017

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 and Hotmail 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.

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

Campaign Builder
Last Updated: 07/20/2017

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.

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

Admin
Last Updated: 07/20/2017

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. Issue is set to be resolved with the August release

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

Broadcast
Last Updated: 07/20/2017

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

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

CAS
Last Updated: 07/20/2017

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 apps direct login URL (Example: appnamehere.infusionsoft.com).

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

Campaign Builder
Last Updated: 07/20/2017

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.

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

Broadcast
Last Updated: 07/20/2017

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.

JSON parse error when creating a promotion code

E-Commerce Setup
Last Updated: 07/20/2017

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.

Calendar Week View Not Showing Saturday Appointments or Tasks

Main Nav
Last Updated: 07/20/2017

Issue Number: 832162

Date Reported:
07/14/2017

Summary:
Calendar Week View Not Showing Saturday Appointments or Tasks If you have any tasks or appointments scheduled for any Saturday, the week view of the calendar will not show them. We are currently investigating the cause. Please check back here for updates.

Alternative Solution:
Use Month view or Day view

Firefox preventing Gmail sync from being downloaded

Apps/API
Last Updated: 07/20/2017

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.

Unable to upload files directly from Fulfillment List processes in Campaign Builder

Campaign Builder
Last Updated: 07/20/2017

Issue Number: 819287

Date Reported:
06/29/2017

Summary:
If clicking the Upload button in the Campaign Builders fulfillment list processes in order to attach the file to the list will result in a greyed out page and no ability to upload a file.

Alternative Solution:
Files are still able to be uploaded via the app's Filebox and then attached to Fulfillment Lists by selecting the file from the dropdown menu.

Including Custom Field Columns in Email Status Search Produces Error IF acustom field named Last Click Date has ever been present in app

Marketing
Last Updated: 07/20/2017

Issue Number: 724269

Date Reported:
03/10/2017

Summary:
If a custom field has been created in the app with the name Last Click Date, then any time the column of a custom field is included in the search results of an Email Status Search, no results populate and a message appears stating An unexpected error has occurred.

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

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

E-Commerce
Last Updated: 07/20/2017

Issue Number: 515381

Date Reported:
08/05/2016

Summary:
The Reset Failed Attempts Button on Order Records Is not Resetting Failed Attempts, Causing Orders To Not Continue Autocharging This issue will be resolved with our upcoming August Update scheduled to be release in early August.

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

Apps/API
Last Updated: 07/20/2017

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

Creating an Order from within an Opportunity Record error

CRM
Last Updated: 07/20/2017

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.

Informational Only: Order Forms will not allow you to process an Order on a Shippable Product without Selecting a Shipping Option first.

Last Updated: 07/20/2017

Issue Number: 833730

Date Reported:
07/17/2017

Summary:
We recently fixed an issue with our UPS integration where orders were allowed to be placed with no Shipping, due to the delay in time the USP integration was gathering info to calculate Shipping. We are now requiring any Order Forms that have a Shippable Product to have to select a Shipping Method from the application before the order will be processed. Users can setup a zero dollar Shipping Method to show up on the Order Form for their customers to select before the order is processed. The Shopping Carts are not affected by this Shipping Method restriction. And Orders can be placed for Shippable Products through the Shopping Cart with no Shipping Methods enabled in the application. No changes to the current functionality will be made at this time.

Alternative Solution:
Create a zero dollar Flat rate Shipping Method for your customers to select during order processing on an Order Form. You will need to create two Shipping Methods, one for Domestic Orders that does not have the [International Shipping Method] turned on. And another for your International Customers addresses that does have the [International Shipping Method] option turned on. The shipping method that appears for your customers will depend on the Country they select for their address, which we will compare to the Domestic Country you have selected under your Shipping Options - Options tab. You will also want to turn on the [Allow shipping outside the United States (International Shipping)]option there as well. Please review the Help Article for configuring your Shipping Options, for a walk through if this it the first time you are setting up Shipping Options. http://help.infusionsoft.com/userguides/sell-online/shipping-and-fulfillment/configure-shipping-options

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.