Last Updated Priority Category

Update: Emails are only tracking [Email Opens] if a link is clicked.

Last Updated: 12/16/2018

Issue Number: 1452802

Date Reported:
12/14/2018

Summary:
Sunday, December 16th, 2018 4:00pm MST - We hare actively investigating reports of broadcasts not updating with the email open rates. We will be running some validation early Monday December 17th and will provide an update once complete. We can confirm so email open rate data will be lost and we will be updating all reports once this is full resolved. Friday, December 14th, 2018 9:00pm We have implemented a solution that has resolved the issue. Reports/email opens are in the process of being updated as we clear the backlog of queued email opens. No email open data has been lost during this issue. Friday, December 14th 9:00am The issue preventing email opens from being logged has re-surfaced. We are actively working to address this issue. Once resolved, all statistics will be updated. Please check back here for updates. Emails are only tracking [Email opens] if a link is clicked. This causes the email broadcast report to show the same number for both clicks and opens.

ISSUE RESOLVED: Quick Search is not populating results or showing as unavailable

Last Updated: 12/15/2018

Issue Number: 1453977

Date Reported:
12/15/2018

Summary:
Saturday, Dec 15th 10:45 AM MST We have successfully resolved the issue preventing quick search from returning results. Quick search may not be pulling in all results or showing as unavailable. We are actively investigating.

Alternative Solution:
We recommend using the Contact search function located under CRM - Contacts

Layout and Style Menu cannot be scrolled or collapsed

Marketing
Last Updated: 12/14/2018

Issue Number: 1449096

Date Reported:
12/12/2018

Summary:
Layout and Style Menu cannot be scrolled or collapsed in Web Forms, Legacy Landing Pages, Drag and Drop emails. We are actively investigating.

System Maintenance 8:00 PM MST Friday December 14th - 4:00 AM MST Sunday December 16th

Last Updated: 12/11/2018

Issue Number: 1437473

Date Reported:
12/04/2018

Summary:
System Maintenance 8:00 PM MST Friday December 14th - 4:00 AM MST Sunday December 16th In order to improve our software for you and your customers, Infusionsoft is scheduled for periodic maintenance beginning 8:00 PM MST Friday December 14, and ending 4:00 AM MST Sunday December 16. You may experience intermittent issues accessing Infusionsoft during this time. System actions will continue to process and not be impacted by this maintenance. Please check back here to stay informed on any status updates.

Thurs Dec 6th Update: Some Existing PayPal subscriptions are not autocharging

E-Commerce
Last Updated: 12/06/2018

Issue Number: 1418662

Date Reported:
11/20/2018

Summary:
Thursday, December 6th 2018 - Over the next 24 hours, we will be implementing improvements that will speed up processing of all affected orders. You may see some orders not immediately charge as we work towards 100 percent resolution. During this time you do not need to manually update these orders as they will be updated as we make progress. Monday, December 5th 2018 - We have implemented a process that will temporarily run autocharges on any affected orders as we work towards full resolution. This issue does not affect any new orders being placed since Nov 14th. * PayPal Subscriptions that were affected by the defect are now successfully attempting to autocharge. * We have been manually running a fix that allows the orders to process as we continue to work towards 100% resolution. On November 9th we discovered some PayPal orders were not attempting to autocharge on subscriptions. November 14th we deployed a solution that resolved the issue for any newly created PayPal orders We are continuing to investigate a solution to address the orders/subscriptions that were created during the affected time frame. Wednesday, November 21st 10:45 AM MST We have identified a solution to set the existing subscriptions to successfully autocharge again. This will be deployed by EOD today. Wednesday, November 21st 3:30pm MST The solution identified earlier today has been delayed until further testing can be done. Before a fix is deployed to all apps, we want to ensure it can be safely deployed at no risk to the existing orders. We will continue to provide updates as they take place. Thursday, November 22nd 7:00pm MST We are continuing to works towards resolution. There is no ETA at this time and will post updates as they become available. Monday, November 26th 10:30am MST We are continuing to works towards resolution. There is no ETA at this time and will post updates as they become available. Monday, November 26th 3:45pm MST We have implemented a temporary solution to allow affected PayPal orders to begin auto-charging again. We expect to see successful transactions beginning over the next few hours. More details will be posted as they become available. Please check back here for updates.

Alternative Solution:
If they need to collect the funds they will need to manually collect the funds within paypal and record it manually in infusionsoft.

Web page Automation Goal not triggering

Campaign Builder
Last Updated: 12/04/2018

Issue Number: 1433560

Date Reported:
11/30/2018

Summary:
Web page automation goals are not triggering unless an Infusionsoft hosted form is visited, or the URL contains the contact key Example where goal where not trigger: - New landing page accessed externally - Non-Infusionsoft webpage (ie: Wordpress) which is accessed externally

Alternative Solution:
The web page goal will trigger if using the following methods: - The page visited is an Infusionsoft hosted form URL - The page is accessed by clicking a link in an Infusionsoft hosted email

Legacy Webform form Thank-you Page not saving Web Address option

Last Updated: 12/04/2018

Issue Number: 1432681

Date Reported:
11/30/2018

Summary:
Legacy Webform form Thank-you Page not saving Web Address option

Alternative Solution:
We recommend building a webform in Campaign Builder. For more details on how to build a form check out our help center article/video: https://classic-infusionsoft.knowledgeowl.com/help/create-a-web-form

Campaign merge fields are not merging values into BARD email subjects

Campaign Builder
Last Updated: 12/03/2018

Issue Number: 1416330

Date Reported:
11/19/2018

Summary:
Campaign merge fields are not merging values into BARD email subjects

NIS: Unable to assign owner

CRM
Last Updated: 11/29/2018

Issue Number: 1429537

Date Reported:
11/28/2018

Summary:
When attempting to assign an owner to a contact in the new UI, the owner selection does not save and an error is produced stating [Something went wrong and we could not save this contacts details. Please try again.]

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

Email Status Automation is not triggering for [Unengaged Marketable]

Marketing
Last Updated: 11/16/2018

Issue Number: 1390481

Date Reported:
11/01/2018

Summary:
Email Status Automation is not triggering for [Unengaged Marketable]

Alternative Solution:
There is a manual workaround for identifying contacts that should have triggered the automation. -Under Marketing > Reports > Email Status Search -Search for the email status of “Unengaged Marketable” and add any other pertinent criteria. In the output of the reports there are several fields can be used to target contacts such as Time Since Last Engagement Last Open Date Last Sent Date

DataService.update on the RecurringOrder table wipes MerchantAccountId selection

Last Updated: 11/14/2018

Issue Number: 1401033

Date Reported:
11/08/2018

Summary:
If you use DataService.update on the RecurringOrder table to update a particular field on a subscription record, it will also inadvertently wipe out whatever value was selected for the MerchantAccountId field on the front-end. If you DataService.query the RecurringOrder though, it shows the merchant account is still in-fact selected.

Alternative Solution:
In your DataService.update call, specifically update the MerchantAccountId in addition to the other field(s) you want to update

Open rates aren't reporting properly in some split a/b test emails.

Broadcast
Last Updated: 11/05/2018

Issue Number: 1136746

Date Reported:
05/01/2018

Summary:
Split test broadcasts are not reporting open rates for some broadcasts sent to large lists.

Voice Broadcast Recording Failure

Marketing
Last Updated: 10/18/2018

Issue Number: 1311934

Date Reported:
09/07/2018

Summary:
Voice Broadcast Recording Failure

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]

Landing Page thank you pages are not working with WP Plugin

Apps/API
Last Updated: 10/18/2018

Issue Number: 1233436

Date Reported:
07/12/2018

Summary:
When submitting a Landing Page that is using the WordPress Embed option of the Plugin, the thank you page is saying that it is not live yet.

Alternative Solution:
Use the hosted version or use a url thank you page.

Gmail Sync: Emails are not syncing to Gmail or Infusionsoft

Apps/API
Last Updated: 10/01/2018

Issue Number: 1324188

Date Reported:
09/17/2018

Summary:
Emails are not syncing to Gmail or Infusionsoft application. We are actively investigating the cause.

Gmail Sync sidebar is cut off in the new Gmail on desktop

Apps/API
Last Updated: 10/01/2018

Issue Number: 1310487

Date Reported:
09/06/2018

Summary:
The Gmail Sync sidebar is partially cut off. We are actively investigating.

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

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

Gmail Calendar Sync Error

Apps/API
Last Updated: 08/17/2018

Issue Number: 1273610

Date Reported:
08/10/2018

Summary:
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.

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.