Last Updated Priority Category

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.

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.

Product Name and Short Description Length Causing Spacing/Display Issues in One Column Shopping Cart

E-Commerce Setup
Last Updated: 08/30/2017

Issue Number: 834294

Date Reported:
07/17/2017

Summary:
In some cases where the product name and short description for a product on the Shopping Cart are longer than normal but within the maximum character limit, the short description may run underneath images for products below it when using certain One-Column themes. Some themes may cut off a portion of the short description.

Alternative Solution:
Using the Sapphire or Glow one-column themes may reduce display issues.

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.

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).

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

Broadcast
Last Updated: 09/08/2017

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). ** Please Note that 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. **

Alternative Solution:
Please Note that 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.

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.

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.

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.

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.

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.

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

Spam score is not displaying in marketing templates, campaign builder legacy emails and classic broadcasts

Marketing
Last Updated: 08/07/2017

Issue Number: 836761

Date Reported:
07/19/2017

Summary:
Spam score is not displaying in marketing templates, campaign builder legacy emails and classic broadcasts We are currently investigating the cause.

Decision Diamonds are not honoring the letter L

Campaign Builder
Last Updated: 08/30/2017

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.

Spaces Added Before Styled Text in Email Builders if Unstyled Text is Connected

Broadcast
Last Updated: 08/30/2017

Issue Number: 871102

Date Reported:
08/23/2017

Summary:
When an email is sent from the application, text in the email that has had its formatting changed in some way (color, bold, italics, hyperlinking) may have a space that appears before it if there is adjacent text. For example, if the styled text is between quotations, there will be a space added between the first quotation and the styled text. This is happening with both the Drag & Drop builder, the New Email Builder, and either code builder.

Assign Category Action in Campaigns Search Does Not Function

Campaign Builder
Last Updated: 09/01/2017

Issue Number: 880487

Date Reported:
09/01/2017

Summary:
When attempting to assign a category to a list of campaigns from the Actions menu, the Apply Category function in the action Dropdown does not operate.

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

E-Commerce
Last Updated: 08/30/2017

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

Navigation submenu and Favorites icon not loading for some apps

Last Updated: 09/07/2017

Issue Number: 885010

Date Reported:
09/07/2017

Summary:
We are currently investigating reports of some applications not displaying submenus or the Favorite icon.

Unable to search for companies with apostrophes in their name

CRM
Last Updated: 08/30/2017

Issue Number: 826049

Date Reported:
07/07/2017

Summary:
When searching for a company with an apostrophe in the name, an error is produced and no results populate.

In new builder, the email body background does not extend the entire length of the email.

Broadcast
Last Updated: 08/07/2017

Issue Number: 836722

Date Reported:
07/19/2017

Summary:
In new builder, the white email body background does not extend the entire length of the email. This is visible when the Email Background Color is set to a color besides white and images are included below a certain point in the email. We are currently investigating the cause.

Unable to upload files to campaign fulfillment lists

Campaign Builder
Last Updated: 07/26/2017

Issue Number: 687013

Date Reported:
01/30/2017

Summary:
Clicking the "upload" button to upload an attachement for a campaign fulfillment list does not populate a window to select a file. Instead, the screen goes grey and no edits are able to be made to the campaign unless the page is refreshed.

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.

Creating an Order from within an Opportunity Record error

CRM
Last Updated: 08/30/2017

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.

Unable to access Manage from application

Main Nav
Last Updated: 08/29/2017

Issue Number: 850773

Date Reported:
08/03/2017

Summary:
We are currently investigating the cause of some users not being able to access the Manage Accounts area from the link within Infusionsoft.

Alternative Solution:
Please use the below link to directly access your Account Central page. https://accounts.infusionsoft.com/app/central/home

Failed to invoke method chargeInvoice in class com.infusionsoft.api.xmlrpc.XmlRpcInvoiceService: null being returned instead of the results of a payment

Apps/API
Last Updated: 08/29/2017

Issue Number: 857681

Date Reported:
08/10/2017

Summary:
Failed to invoke method chargeInvoice in class com.infusionsoft.api.xmlrpc.XmlRpcInvoiceService: null being returned instead of the results of a payment

Alternative Solution:
Ensure that the following are added to a credit card when added them to Infusionsoft: Full address (street address, city, state, country, zip) First name Last name Name on card Email address CVC Credit Card number Expiration Month and Year Card Type

"Failed to invoke method chargeInvoice in class com.infusionsoft.api.xmlrpc.XmlRpcInvoiceService: null" being returned instead of the results of a payment

Apps/API
Last Updated: 08/17/2017

Issue Number: 857681

Date Reported:
08/10/2017

Summary:
A form that I built awhile ago using the legacy isdk now throws an error when running the chargeInvoice call. This began happening today after the update was released. Every other call made by the same form seems to work successfully. I have heard other reports of similar errors on the placeOrder call and others. It seems to take about ten seconds before returning the error. "ERROR: -1 - Failed to invoke method chargeInvoice in class com.infusionsoft.api.xmlrpc.XmlRpcInvoiceService: null"

Alternative Solution:
Wait for an hour and try again

ISSUE RESOLVED: Application and Email Slowness

Last Updated: 09/16/2017

Issue Number: 893189

Date Reported:
09/16/2017

Summary:
Saturday, September 16th, 2017 12:00pm MST We are currently investigating the cause of some applications and broadcasts experiencing slowness. Saturday, September 16th, 2017 2:00pm MST We are continuing to investigate the cause of slowness. There is no ETA at this time. Saturday, September 16th 5:30 PM MST We have resolve the issue causing application/email slowness. We apologize for any inconvenience this may have caused. Please check back here for updates.

Infusionsoft System Maintenance September 15th and 16th

Last Updated: 09/13/2017

Issue Number: 887789

Date Reported:
09/11/2017

Summary:
In order to improve our software for you and your customers, Infusionsoft is scheduled for brief maintenance on Friday, September 15th from 8:00pm to 4:00am MST and Saturday, September 16th from 8:00pm to 4:00am. You may experience intermittent issues accessing Infusionsoft during this time. Please check back here for status updates. We apologize for the inconvenience and appreciate your patience

Enter button not working in Advanced Contact Search

Last Updated: 09/08/2017

Issue Number: 883366

Date Reported:
09/06/2017

Summary:
Enter button not working in Advanced Contact Search. User can no longer press enter in a search to get their results. This is only affecting the Advanced Contact search and also the Company Search. Using the Quick Search for Contacts and Companies works fine.

Alternative Solution:
Using the Quick Search for Contacts and Companies works fine. This is only affecting the Advanced Contact search and also the Company Search.

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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Contact Us

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.