Last Updated Priority Category

Time Zone field not present in Web Form

Campaign Builder
Last Updated: 03/24/2017

Issue Number: 645302

Date Reported:
12/14/2016

Summary:
Time Zone field not present in Web Forms with Titles that have a line break. If the Title of the web form is in two lines or contains a line break the hidden field to collect time zone is not present on the form and therefore cannot collect the time zone information of the contact filling out the form.

Alternative Solution:
Use a shorter title for your forms or do not create a line break in the title of your form.

INVOICES QUOTES - Logo appears stretched instead of centered on the Invoice Email

Admin
Last Updated: 03/24/2017

Issue Number: 529810

Date Reported:
08/19/2016

Summary:
When viewing quotes or invoices in Outlook the image is stretched out or distorted in certain versions of Outlook, 2013 and later. We are currently investigating a solution.

Alternative Solution:
In most cases, resizing the image outside of Infusionsoft to smaller dimensions will resolve the issue. Our recommended logo parameters can be found on our help center: http://help.infusionsoft.com/userguides/get-started/initial-setup-checklist/upload-your-company-logo

Order Forms are producing errors when navigating the order form

E-Commerce Setup
Last Updated: 04/10/2017

Issue Number: 745581

Date Reported:
04/04/2017

Summary:
The following error can be seen when viewing the console of an order: Uncaught TypeError: Infusion.Ecomm.OrderForms.initPaymentSelection is not a function at HTMLDocument.anonymous The error is only visible via the browser console and does not affect the processing of the orders

All Sales Report Group By Option Not Grouping Orders Correctly by Date

E-Commerce
Last Updated: 04/10/2017

Issue Number: 725928

Date Reported:
03/13/2017

Summary:
When using the Group By option in the All Sales Report, the report groups orders individually by date and time, rather than the date the order was created. The time stamp appears to have been added to the Date field, which causes every order to be grouped on its own, instead of the report combining all orders on one day into one group.

Some Apps: Campaigns unable to be opened

Campaign Builder
Last Updated: 05/18/2017

Issue Number: 770197

Date Reported:
05/03/2017

Summary:
Some campaigns in apps will not open. All attempts to open campaigns will load the list of campaigns rather than the campaign builder. We are currently identifying the cause and will be implementing a solution as soon as it is available. At this time we do not anticipate any interruption to the campaign processes.

Clicking on Timers in sequences under the Campaign Reporting tab will throw up a 'Page Not Found' or display lines of code.

Campaign Builder
Last Updated: 05/04/2017

Issue Number: 635375

Date Reported:
12/05/2016

Summary:
Clicking on a Sequence Timer in a Campaign Sequence under the Reporting tab will display Page Not Found Error or will display lines of code.

Alternative Solution:
You can find the Contacts under the Campaign by using the Campaign Contacts Waiting Report under the Marketing Reports.

ISSUE RESOLVED: June Update: Infusionsoft Payments Error

Last Updated: 06/02/2017

Issue Number: 781692

Date Reported:
05/16/2017

Summary:
We are currently investigating the cause of Infusionsoft Payments producing a [1016 Your app cannot access this version of the API] error. 8:30am Arizona time We have identified the cause of the error and are actively working on a solution. 9:45am Arizona time We are in the process of rolling back the update to the May Release. This process will take approx. 2 hours. During this time you may experience some intermittent slowness. 12:15PM Arizona time The rollback has been completed and the issue will no longer occur. Issue Resolved: Any open invoices that failed to charge during the time frame of 5/15 9:00pm through 5/16 12:15pm Arizona time, will automatically re-attempt the charge tonight. Attempts to add/update credit cards will need to be manually re-entered.

Alternative Solution:
Issue Resolved: Any open invoices that failed to charge during the time frame of 5/15 9:00pm through 5/15 12:15pm Arizona time, will automatically re-attempt the charge tonight. Attempts to add/update credit cards will need to be manually re-entered.

Address Block not consistently updated when using BARD emails

Campaign Builder
Last Updated: 04/11/2017

Issue Number: 611656

Date Reported:
11/08/2016

Summary:
*Clear and concise description of the problem: In SOME instances of copied campaigns, the address block doesn't actually update in the new Email Builder until the email is modified and republished. It displays with the new address block inside of the actual builder, but when previewing, or sending the email, the old address block displays.

ISSUE RESOLVED: Login Failing for app and Plugins

CAS
Last Updated: 03/20/2017

Issue Number: 728743

Date Reported:
03/16/2017

Summary:
We are currently investigating an issue that is causing some login attempts to fail. This affects the application login, Outlook and Sync Tools. If you are a user in multiple applications, you may not see all of your applications listed under your account. Please check back here for updates. 3/16/17 7:40am The issue we experienced with the failed login attempts has been resolved.

Alternative Solution:
Clearing your browser cache/cookies is recommended as this will allow you to login to the application. https://kb.iu.edu/d/ahic

Some campaigns are not able to be published due to broken decision nodes

Campaign Builder
Last Updated: 04/10/2017

Issue Number: 715467

Date Reported:
03/01/2017

Summary:
Campaigns that have broken decision diamonds do not publish changes. A broken decision diamond can be identified if it does not open when double clicked.

Unable to login to Infusionsoft Sync for Outlook sidebar

Last Updated: 04/21/2017

Issue Number: 756582

Date Reported:
04/18/2017

Summary:
Users are experiencing issues logging into sidebar in Sync for Outlook.

Certain Actions are not running form Legacy Web Forms

Legacy
Last Updated: 04/10/2017

Issue Number: 725855

Date Reported:
03/13/2017

Summary:
Certain actions that are set within a Legacy Web Form do not run for newly created contacts. The actions that do not run are: Assign a contact to a user Create an Appointment Set a contact field to a specific value Run another action set

Campaign builder emails showing 2 address blocks intermitantly in inboxes

Campaign Builder
Last Updated: 04/10/2017

Issue Number: 712692

Date Reported:
02/27/2017

Summary:
When you send a bard email from a campaign, two canspam addresses are appearing in the inbox intermitantly.

Modify Existing Records import is displaying an oops error

Admin
Last Updated: 04/11/2017

Issue Number: 696069

Date Reported:
02/08/2017

Summary:
In some applications, navigating to Data Cleanup, Modify Existing Records, then clicking [Go] produces an error page and does not allow the user to proceed to the import.

Alternative Solution:
A backend setting of Automatic Table Linking enabled is causing this issue. If you are experiencing this, please reach out to support via phone, chat, or online case submission with the details of your issue so they can implement the workaround.

Using the Quick Search contact that have No Name no longer displays No Name

CRM
Last Updated: 04/11/2017

Issue Number: 685733

Date Reported:
01/27/2017

Summary:
If you are using the quick search to find contact and the contact does not have a name. The [No Name] is not appearing and therefor you are not able to click into the record.

Alternative Solution:
If you hit [Enter] on your keyboard when performing a Quick Search the [No Name] will display.

Test Emails from Campaign Builder are intermittently not attempting to send

Campaign Builder
Last Updated: 06/12/2017

Issue Number: 559920

Date Reported:
09/19/2016

Summary:
Campaign builder test emails are failing to send when using the default builder.

Alternative Solution:
We recommend creating a test contact and adding them to the campaign. Campaign items can be selected to "send now" from the contact record campaign tab.

April Update: Infusionsoft Community Maintenance

Apps/API
Last Updated: 04/10/2017

Issue Number: 552671

Date Reported:
09/12/2016

Summary:
The wait is over! Check out our new and improved community at: http://community.infusionsoft.com/

ISSUE RESOLVED: Not all orders displayed in All Sales Report

E-Commerce
Last Updated: 04/06/2017

Issue Number: 738772

Date Reported:
03/28/2017

Summary:
Not all orders are displayed if a search is done using a date criteria or if sorting by the date field 3/29/2017 - We have identified the cause of the issue and are currently developing a solution. ETA is estimated at 24-48 hours 3/30/2017 10:00 PM Arizona time - We have deployed a fix for this issue and the report is now returning accurate results.

Alternative Solution:
- Do not search by a date range or sort by date. - Resaving an order will change the dueDate field to be 00:00:00 instead of a specific time which will cause the order to appear.

ContactService.addWithDupChecking isn't allowing duplicate checking to be done within a set amount of time

Apps/API
Last Updated: 04/11/2017

Issue Number: 747256

Date Reported:
04/06/2017

Summary:
We have identified the change in the Infusionsoft API that caused a duplicate request error to be returned when the same data was sent into the ContactService.addWithDupcheck method with 5 minutes of each other. We are going to fix this issue so that if you submit a duplicate request, you’ll get the same contact id back as you did the first time you sent in the data. We will update this post when this fix goes live through a case that is created

Alternative Solution:
Add a 5 minute delay between when the same contact can be added to Infusionsoft and when they were last added.

Link click goals prompting missing ) after argument list error.

Last Updated: 04/13/2017

Issue Number: 581221

Date Reported:
10/10/2016

Summary:
Attempting to edit a link click goal with usually prompt an error stating: Missing ) after argument list

Broadcasts and Actions That Contain Certain Invalid Email Addresses Not Processing Correctly

Marketing
Last Updated: 04/10/2017

Issue Number: 748763

Date Reported:
04/07/2017

Summary:
Some apps are reporting broadcasts being stuck in Scheduling status, caused by the broadcast list containing invalid emails. Stopping the broadcasts may not be cancelling the action entirely, causing some slowness. Deleting the invalid contacts in a bulk action may also not process correctly in the meantime.

Alternative Solution:
A patch has been deployed on April 7, 2017 to address the issue. Emails are now showing as scheduling and sending successfully since deployment.

ISSUE RESOLVED: Image Hosting Provider Outage

Last Updated: 03/01/2017

Issue Number: 714103

Date Reported:
02/28/2017

Summary:
We are experiencing an issue with our Image Hosting Provider not displaying Images for emails, landing pages, forms, and shopping carts. This issue is also affecting all Customerhub files, themes, videos, and images. A support case has been created with our partner and we are currently awaiting an ETA. Please check back here for updates. Amazon provided the following update: Update at 2:08 PM PST: As of 1:49 PM PST, we are fully recovered for operations for adding new objects in S3, which was our last operation showing a high error rate. The Amazon S3 service is operating normally. Update at 1:12 PM PST: S3 object retrieval, listing and deletion are fully recovered now. We are still working to recover normal operations for adding new objects to S3. Update at 12:52 PM PST: We are seeing recovery for S3 object retrievals, listing and deletions. We continue to work on recovery for adding new objects to S3 and expect to start seeing improved error rates within the hour. Update at 11:35 AM PST: We have now repaired the ability to update the service health dashboard. The service updates are below. We continue to experience high error rates with S3 in US-EAST-1, which is impacting various AWS services. We are working hard at repairing S3, believe we understand root cause, and are working on implementing what we believe will remediate the issue.

ISSUE RESOLVED: 504 - Gateway Timeout Errors.

Admin
Last Updated: 03/27/2017

Issue Number: 736027

Date Reported:
03/24/2017

Summary:
When attempting to access an Infusionsoft application a 504 error happens.

Alternative Solution:
This issue had no work around to the ability to log into the Infusionsoft application and was resolved in 31 minutes.

R63 Campaign Builder: Unable to Right Click and copy/delete/convert goals

Campaign Builder
Last Updated: 04/11/2017

Issue Number: 710045

Date Reported:
02/23/2017

Summary:
March Release Campaign Builders goals cannot be copied, deleted, or converted using the Right Click function We are currently investigating the cause of this issue.

Alternative Solution:
Goals can copied by Left Clicking and Dragging the goal to an empty area of the canvas.

ISSUE RESOLVED: API 504 errors causing slowness with Customerhub, Infusionsoft Mobile, Gmail Sync, Outlook Sync

Campaign Builder
Last Updated: 02/20/2017

Issue Number: 705484

Date Reported:
02/17/2017

Summary:
API 504 errors causing slowness with Customerhub, Infusionsoft Mobile, Gmail Sync, Outlook Sync

Alternative Solution:
We are currently looking into the issue and working on getting this resolved.

Saves reports not retaining the start date of date ranges

E-Commerce
Last Updated: 04/11/2017

Issue Number: 705660

Date Reported:
02/17/2017

Summary:
Reports that were created with date ranges previously to the February release are getting the start date stripped.

Alternative Solution:
re-entering the date and saving fixes the problem

RESOLVED: Customerhub Temporarily Unavailable

CustomerHub
Last Updated: 06/05/2017

Issue Number: 797763

Date Reported:
06/05/2017

Summary:
6/5/2017 10:50am Arizona time We are currently investigating the cause of Users and Members receiving a "We're sorry, but something went wrong" error upon login. 6/5/2017 11:15am Arizona Time The issue has been resolved. Please check back here for updates.

Cannot Export Transaction Report in Infusionsoft Payments

E-Commerce
Last Updated: 02/08/2017

Issue Number: 664606

Date Reported:
01/06/2017

Summary:
Clicking the "Download Report" button in the Infusionsoft Payments dashboard is emailing an error stating that there was a problem with generating the report, and the report is not sent.

Alternative Solution:
If you would like a transaction report from the Infusionsoft Payments dashboard, please contact Customer Support with the date range you wish to run on this report. Please allow 24-48 hours for the results to generated and submitted.

Customerhub SSL Certificate Expired

CustomerHub
Last Updated: 03/24/2017

Issue Number: 721654

Date Reported:
03/08/2017

Summary:
We are currently investigating the cause of Customerhub SSL certificate appearing as expired. We are currently working with our domain provider to resolve this issue. Estimated ETA for resolution is today. Please check back here for updates. As of approx 1:30pm MST this issue has been resolved.

Alternative Solution:
Customerhub can be accessed by adding a security exception. Click Advanced - Add Exception - Confirm Security Exception

Order Forms are producing errors when navigating the order form

E-Commerce Setup
Last Updated: 04/10/2017

Issue Number: 745581

Date Reported:
04/04/2017

Summary:
The following error can be seen when viewing the console of an order: Uncaught TypeError: Infusion.Ecomm.OrderForms.initPaymentSelection is not a function at HTMLDocument.<anonymous>

CustomerHub System Maintenance Thursday, April 20th

Last Updated: 05/23/2017

Issue Number: 756526

Date Reported:
04/18/2017

Summary:
In order to improve our software for you and your customers, CustomerHub is scheduled for brief maintenance on Thursday, April 20th from 9:00 pm to 9:30 pm MST. You may experience intermittent issues accessing CustomerHub during this time. We apologize for the inconvenience and appreciate your patience.

ISSUE RESOLVED: Duplicate/Multiple orders created from order form submissions

E-Commerce
Last Updated: 04/17/2017

Issue Number: 703065

Date Reported:
02/15/2017

Summary:
Order Forms with custom code can sometimes take sometime to process which therefore allows the contact to hit place order multiple times.

Alternative Solution:
Limit the use of custom code in order forms.

Infusionsoft Sidebar/Sync for Gmail Not Loading in Browser, Cannot Download From Marketplace

Apps/API
Last Updated: 06/23/2017

Issue Number: 813381

Date Reported:
06/22/2017

Summary:
Infusionsoft Sidebar and Sync for Gmail plugins are not displaying in the browser when in use. Sidebar load times out or loads indefinitely. Also, the Sidebar and Sync for Gmail cannot be downloaded from the marketplace. We are working to restore access as soon as possible.

Legacy emails do not copy from another campaign

Campaign Builder
Last Updated: 04/24/2017

Issue Number: 702704

Date Reported:
02/15/2017

Summary:
When trying to [Copy from Campaign] for a legacy email in the Campaign Builder, there is no response and the email does not copy in.

Legacy emails do not copy from another campaign

Campaign Builder
Last Updated: 04/24/2017

Issue Number: 702704

Date Reported:
02/15/2017

Summary:
When trying to [Copy from Campaign] for a legacy email in the Campaign Builder, there is no response and the email does not copy in.

Issue Resolved: Unable to log into Infusionsoft application

Admin
Last Updated: 06/08/2017

Issue Number: 800117

Date Reported:
06/07/2017

Summary:
Some issues are currently happening where some people aren't able to connect to an Infusionsoft application. signin.infusionsoft.com is still accessible however any applications that you are a user on are not accessible.

Alternative Solution:
We are currently working to resolve this issue right now. As it isn't happening to everyone we believe it to be an issue with IP address. Try from a different device to work around the issue currently.

When multiple sequences are connected to a Link Click goal, only emails in the last sequence connected to the goal can be selected to achieve the goal.

Campaign Builder
Last Updated: 02/15/2017

Issue Number: 670583

Date Reported:
01/12/2017

Summary:
When multiple sequences are connected to a Link Click goal, only emails in the last sequence connected to the goal can be selected to achieve the goal.

Alternative Solution:
2/13 We will be deploying a solution for this issue with all applications receiving the update by midday Arizona time on 2/14.

Unable to copy web form from campaigns

Last Updated: 04/10/2017

Issue Number: 670371

Date Reported:
01/12/2017

Summary:
When clicking [Actions] in a web form and selecting to [Copy From Campaign], after copying web form displays error that reads [There was an error loading content]

ISSUE RESOLVED: DKIM not being signed for Outlook

Marketing
Last Updated: 04/04/2017

Issue Number: 677016

Date Reported:
01/19/2017

Summary:
Emails sent to Outlook will display -on behalf of- after DKIM has been setup. We are looking to have a fix implemented in the upcoming April release. Please check back here for updates.

Alternative Solution:
Updated: We are looking to have this issue resolved with the April update.

Error Initializing The Campaign Appearing When Loading Certain Campaigns

Campaign Builder
Last Updated: 04/10/2017

Issue Number: 568431

Date Reported:
09/27/2016

Summary:
When accessing certain campaigns, the "There Was an Error Initializing the Campaign Builder" message displays and the campaign does not load.

Alternative Solution:
After the error displays, clicking Reporting at the top, then Edit may have the campaign display as intended.

Some Apps: Broadcast Report Bounced Stats

Last Updated: 06/12/2017

Issue Number: 801708

Date Reported:
06/08/2017

Summary:
We have identified an issue that caused some Email Broadcast Reports to not show the number of email bounces. We are in the process of updating these statistics and all affected applications are expected to be updated by Monday June 6, 2017

Infusionsoft System Maintenance 6/12/17 and 6/13/17

Last Updated: 06/19/2017

Issue Number: 804189

Date Reported:
06/12/2017

Summary:
In order to improve our software for you and your customers, Infusionsoft is scheduled for brief maintenance on Friday, June 16th from 8:00pm to 4:00am MST and Saturday, June 17th from 8:00pm to 4:00am. You may experience intermittent issues accessing Infusionsoft during this time. Please check back here to stay informed on any status updates. We apologize for the inconvenience and appreciate your patience.

ISSUE RESOLVED: Infusionsoft Payments - Blank Screen When Trying to Connect Bank Account

Last Updated: 05/22/2017

Issue Number: 784334

Date Reported:
05/18/2017

Summary:
As of 11:30am MST, the below issue has been resolved. We are investigating an Infusionsoft Payments issue impacting the ability to connect your bank account to your Infusionsoft Payments account. This will be updated as soon as the issue is resolved.

ISSUE RESOLVED: Error 640 on some webform submissions

Campaign Builder
Last Updated: 05/16/2017

Issue Number: 778918

Date Reported:
05/12/2017

Summary:
We are currently investigating the cause of error 640 appearing on some webform submissions. 10:00am Arizona time We have identified the cause and are working towards implementing a solution. 11:30am Arizona time - We are currently deploying a solution for the cause of Error 640 on some webform submissions. During this time you may experience the following: - Temporary slowness when navigating through the application - Some slowness to system actions running - Login slowness This is a rolling deployment and will be updating applications in batches. We expect all applications to be updated by 5:00pm Arizona time. 5/12 2:35 PM Arizona time - This issue has been resolved for all applications Please check back here for more details.

Paypal Payflow Pro Credentials are not being saved

E-Commerce Setup
Last Updated: 05/04/2017

Issue Number: 765500

Date Reported:
04/27/2017

Summary:
When entering credentials into the paypal payflow pro fields in payment types and saving the page, then the page returns as saved but the credentials are not saved. If you currently have Payflow Pro credentials entered this will not impact you. But please do not save the payment types page until this is resolved.

Cannot Manually Add Order Item if Both Cost/Unit and Price/Unit Are Not Set

E-Commerce
Last Updated: 04/11/2017

Issue Number: 685377

Date Reported:
01/27/2017

Summary:
When going into an order to add an order item, and no Price/Unit and Cost/Unit (if applicable) is set manually, the system throws a java.lang.NullPointerException error.

Alternative Solution:
When adding an order item, setting a value for Price/Unit (and Cost/Unit if it is shown) manually even if the value is 0 will allow the order item to be saved.

The Web Page automation goal not being triggered when navigating to tracked pages

Last Updated: 04/11/2017

Issue Number: 677247

Date Reported:
01/19/2017

Summary:
The Web page automation goal is not being triggered when tracking cookie is present in browser and user independently navigates to tracked pages.

R62: Opportunity Search criteria for Stage does not populate any opportunity stages

Last Updated: 02/15/2017

Issue Number: 682604

Date Reported:
01/25/2017

Summary:
When selecting the Stage criteria for an Opportunity search, no results populate when typing in the opportunity stages 2/13 We will be deploying a solution for this issue with all applications receiving the update by midday Arizona time on 2/14.

Alternative Solution:
The Dashboard Pipeline Stages widget can be used to produce searches for each individual stage. To add this to the dashboard, click [Add Widgets] from the dashboard and click [Add to Dashboard] for the Pipeline Stages widget. When this widget is saved to the dashboard, the totals for each stage can be clicked to produce a search for that particular stage, the criteria of which can be further edited.

Appointments that are set to a date/time field throw an error and cannot be opened

Last Updated: 04/11/2017

Issue Number: 683890

Date Reported:
01/26/2017

Summary:
If you set the time field in an appointment within the campaign builder to a date/time field, an error is thrown and you are unable to re-enter the appointment after closing.

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.