Last Updated Priority Category

Case Notification Emails

Last Updated: 10/04/2018

Issue Number: 1343736

Date Reported:
10/02/2018

Summary:
Tuesday, October 2nd 2018 8:00 am Arizona time Over the past 12 hours one of our case management software errantly sent [Case Update Notification] emails to customers that opened support cases 2-3 years ago. The emails were triggered due to a settings update/change made on our end. We have implemented changes to prevent this issue from occurring again. These email notifications can be safely disregarded.

Classic IS: Custom Field values from search results page displays {error: Bad request}

CRM
Last Updated: 11/20/2018

Issue Number: 1389607

Date Reported:
11/01/2018

Summary:
When editing Contact or Opportunity custom field values from the search results page, and error {error: Bad request} is displayed. This error is not affecting standard fields

Alternative Solution:
Custom field values can successfully be edited from within the contact/opportunity record.

ISSUE RESOLVED: New Landing pages not submitting all fields to contact records/creating new contacts

Last Updated: 11/26/2018

Issue Number: 1419397

Date Reported:
11/21/2018

Summary:
Wednesday, Nov 21st 8:30am MST - We have identified the root cause of the issue and are actively working to resolve it. There is no data loss and once we implement a fix, all data will be added to the Infusionsoft application. Wednesday, Nov 21st 7:00am MST - We are actively investigating reports of NLP not submitting all data to the contact records. Please check back here for updates.

ISSUE RESOLVED: Intermittent Application Action Slowness

Last Updated: 11/27/2018

Issue Number: 1425542

Date Reported:
11/26/2018

Summary:
Monday, November 26th 3:30pm MST We have resolved the issue causing application delays. If you continue to experience any slowness, please contact out Phone or Chat Support team. https://classic-infusionsoft.knowledgeowl.com/help/contact-support Monday, November 26th 2018 11:00 am MST Some applications may be experiencing some slowness/delays with Campaign processes or manually started actions. We are aware of the issue and are making adjustments throughout the day to our servers to process requests as efficiently as possible. Please know that we will continue to work diligently to see that your emails and actions are processed quickly. Please check back here for updates.

ISSUE RESOLVED: Email Delays

Last Updated: 11/27/2018

Issue Number: 1425087

Date Reported:
11/26/2018

Summary:
Monday, November 26th 3:30pm MST We have resolved the issue causing email delays. If you continue to experience any slowness, please contact out Phone or Chat Support team. https://classic-infusionsoft.knowledgeowl.com/help/contact-support Monday, November 26th 2:15pm MST The issue causing slight delays in sending emails has been resolved for the majority of our applications. We continue to work towards 100% resolution. Please check back here for updates. Monday, November 26th 1:10 PM MST As we continue our mitigation efforts, you may encounter the following error in broadcast reports. The error is caused by changes taking effect on our email servers. The issue will resolve itself once the server update has completed. [The system was unable to connect to a mail server. Please contact Technical Support.] Monday, November 26th 10:45 AM MST We continue to work towards reducing email sending speeds. Please check back here for updates. Monday, November 26th 9:45am MST We have seen improvements to processing times and the email delays have been reduced significantly [avg of 15 mins]. We are continuing to work towards full resolution. Monday, November 26th 8:15am MST We are actively taking steps to reduce the delays we are experiencing when sending emails. In preparation for Black Friday, Infusionsoft doubled the processing power available for the servers that process and send emails. We also made sure we had an on-call support team available to help customers with campaigns over the weekend. Our engineering team has been closely monitoring emails and has been working to make adjustments to the servers to process requests as efficiently as possible. While most server clusters have been performing at optimal speeds, we had a few clusters where the perfect storm created significant delays in email send speed. We have continued to make adjustments throughout the day and have resolved most of the issues. Please know that we will continue to work diligently to see that your emails are delivered quickly. Due to significant email volume sent over the past 48 hours, the following email providers have been deferring email delivery: Hotmail, Outlook, Comcast, Orange, UOL and BOL. This means that emails that are successfully sent to those email providers will likely be delayed until the providers allow messages to come through.

ISSUE RESOLVED: New Landing pages not submitting data to create contact records.

Apps/API
Last Updated: 11/29/2018

Issue Number: 1422288

Date Reported:
11/23/2018

Summary:
Tuesday, November 27th 9:15am - The issue causing delays with contacts being created/update has been resolved. The backlog of pending contacts has been cleared. We are continuing to monitor the submissions and will post any new developments. Monday, November 26th 11:45am MST - The issue is ongoing however we have begun successfully processing the form submissions. The submissions are being handled in the order that they were received. This could cause a several hour delay in your records being updated/created. Monday, November 26th 8:30am MST - We are actively working towards resolving the issue with contacts not being added/updated. Once resolved, there will be no loss of data and all contacts with have been successfully created/updated. Monday, Nov 26th 6:00am MST - We are actively investigating reports of NLP not submitting all data to the contact records. Please check back here for updates.

ISSUE RESOLVED: New Landing pages not submitting data to create contact records.

Campaign Builder
Last Updated: 11/30/2018

Issue Number: 1431001

Date Reported:
11/29/2018

Summary:
Thursday, November 29th 12:30 PM MST - The issue causing delays with contacts being added/updated has been resolved. Thursday, Nov 29th 7:00am MST - We are actively investigating reports of NLP not submitting all data to the contact records. Please check back here for updates

Alternative Solution:
Information submitted via a New Landing Page is captured and contact records will be being created/updated once resolved.

Infusionsoft Login Portal

Last Updated: 11/30/2018

Issue Number: 1429223

Date Reported:
11/28/2018

Summary:
Upon login user is prompted with the Infusionsoft Login Portal vs being directed to the application. This page is also showing null and stealth buttons that are not active. We have identified the root cause and will be implemented a fix over the next 24-48 hours.

Billing automation for shopping cart and order form orders is not consistently processing

E-Commerce
Last Updated: 11/30/2018

Issue Number: 1390642

Date Reported:
11/01/2018

Summary:
Thursday, November 27th 1:00pm MST - The fix for this issue has been rescheduled to Thursday, 11:00pm MST. To ensure the fix does not negatively impact other functionality it is undergoing additional testing. Monday, November 26th 2018 4:00pm MST - We have identified a solution and will be deploying the fix with the next maintenance update, tentatively scheduled for Wednesday, starting at 6:00pm MST. Billing automation for shopping cart and order form orders is not consistently processing

Alternative Solution:
There are a few automation workarounds that can be used for most of the billing automation. These options are not available for autocharge attempts failing on specific tries -Have Campaign Builder run the processes such as apply tags/sending http posts/emails etc -Use Purchase Actions in place of billing automation (successful purchase/failed purchase) For payments failing, there is an e-commerce report that can be manually pulled (Failed Invoice report). This can help the customer identify any failed transactions for the period they are searching for.

Unable to add a file to an email when using the Classic Broadcast Drag and Drop Email builder.

Last Updated: 12/04/2018

Issue Number: 1395679

Date Reported:
11/05/2018

Summary:
After adding the [File] Snippet you should be able to select a file and then click [Save] to save that selection. The [Save] button does not perform any actions and you can only click [Cancel] to close the [Attachment Settings] window.

ISSUE RESOLVED: New Infusionsoft: Live Chat Button Not Visible

Last Updated: 12/05/2018

Issue Number: 1439070

Date Reported:
12/05/2018

Summary:
Wednesday, December 5th 2018 7:00am MST We have successfully resolved the issue and the chat button is available within your applications. In New Infusionsoft, the Live Chat Button is Not Visible, preventing users from chatting in with support.

Alternative Solution:
Phone Support is available Mon-Fri from 6AM - 7PM Arizona/MST

ISSUE RESOLVED: New Infusionsoft: Attempting to Open a Contact Redirects Back to Home Page

Main Nav
Last Updated: 12/05/2018

Issue Number: 1439033

Date Reported:
12/05/2018

Summary:
Wednesday, December 5th 2018 7:00am MST We have successfully resolved the issue and contacts records can now successfully be navigated to In New Infusionsoft, after navigating to Contacts and clicking into a Contact Record, users are being redirected back to the Home Page, preventing the contact from being viewed.

ISSUE RESOLVED: New Infusionsoft: [Money] is missing from the menu bar

Last Updated: 12/05/2018

Issue Number: 1439185

Date Reported:
12/05/2018

Summary:
Wednesday, December 5th 2018 7:00am MST We have successfully resolved the issue and the Money button is available within your applications. We are actively investigating the cause of [Money] not showing up in the menu. Please check back here for updates.

Alternative Solution:
This is a display issue only and will not impact your ability to collect/process payments.

New Landing Page Form Submissions Not Immediately Creating/Updating Contact Records

Last Updated: 12/05/2018

Issue Number: 1438991

Date Reported:
12/05/2018

Summary:
We are investigating an issue which is causing delays in contact record creation, after a New Landing Page form is submitted. These delays started occurring around 11:00pm MST 12/4/18

ISSUE RESOLVED: Invoices not being sent upon successful payment

Last Updated: 12/05/2018

Issue Number: 1435911

Date Reported:
12/03/2018

Summary:
November 4th, 2018 3:45 PM MST - We have developed a fix and will be deploying an update for all applications by 11:00pm MST today. APAC applications will receive the update by 11:00am MSTon Wednesday, Dec 5th. November 4th, 2018 10:45am - We have discovered the root cause of the issue and are working towards developing a fix. We will provide an ETA as soon as we have a time frame. If the setting [Email receipts/invoices upon successful payment] is set to Yes and the [Enable payment collection on Invoices] is set to No, the invoice will not be emailed. We are currently investigating the cause.

Alternative Solution:
There are two other options to send invoice/receipts that are unaffected by this issue. 1- Set the [Enable payment collection on Invoices] under E-commerce, Settings, Quotes and Invoices, to Yes. This will allow you to configure the [Receipts] option for this setting 2 - Set Receipts to enabled under E-commerce, E-Commerce Setup, Receipts and set [Email a receipt to customers after they buy] to Yes.

ISSUE RESOLVED:Pressing the [Back] button during checkout causes the shopping cart to continuously reload with a [Number isn't a string] error

E-Commerce Setup
Last Updated: 12/07/2018

Issue Number: 1416772

Date Reported:
11/19/2018

Summary:
We are actively investigating the cause of the [There was an error processing your payment type selection. Please try again.] errors that occur when pressing the Back button during checkout. Thursday, November 22nd 2018 7:00pm MST We are continuing to determine the root cause of the issue. Please check back here for updates.

Alternative Solution:
Order forms remain unaffected by this issue. Customers can also try the transaction again via a new browser session.

Billing automation not running for [Any Subscription] triggers

Last Updated: 12/12/2018

Issue Number: 1438576

Date Reported:
12/04/2018

Summary:
Wednesday, December 12th 7:30am mst - This issue has been resolved for all applications. Thursday, December 6th 2018 9:30am We have discovered the cause of the Subscription triggers not running. We are in the process of developing a solution and are estimating having it resolved mid-next week. The issue affects triggers configured to use the [Specific Product Purchase] setting and choosing [Any Subscription] https://www.screencast.com/t/Lww6MRR9FBi4 Tuesday, December 4th 2018 4:30pm MST We are actively investigating reports of billing automation not running. If you are experiencing this issue, please reach out to Phone/Chat support with any examples. Please check back here for updates.

Alternative Solution:
We recommend configuring the triggers to use specific subscription plans, vs [Any Subscription] *each Plan would need a trigger For successful purchases, the processes can also be run via a Campaign using purchase goals Purchase Actions can also be used in place of billing automation [successful purchase/failed purchase] For payments failing, there is an e-commerce report that can be manually pulled [Failed Invoice report]. This can help the customer identify any failed transactions for the period they are searching for.

Image list drop down missing from the classic email builder

Marketing
Last Updated: 12/12/2018

Issue Number: 1381492

Date Reported:
10/26/2018

Summary:
When using the classic email builder and clicking to add an image, the drop down used to select an image from the Files are is missing

Alternative Solution:
Upload the image to the file box, then copy the image URL. Paste the image URL into the [Image URL] section of the classic builder.

Billing Automation showing [There was an error while loading content]

Last Updated: 12/12/2018

Issue Number: 1417746

Date Reported:
11/20/2018

Summary:
We are looking to have this issue resolved with our next deployment, tentatively scheduled for mid-next week. Billing Automation showing [There was an error while loading content] error is being displayed when a Subscription Plan is deleted that is currently being used in a billing automation trigger. This is a display issue and will not prevent other triggers from processing.

Sequence and Email Report in campaigns do not match the performance view of campaigns

Campaign Builder
Last Updated: 12/12/2018

Issue Number: 1339918

Date Reported:
09/28/2018

Summary:
Sequence and Email Report in campaigns do not match the performance view of campaigns

Appointment/Task time is displaying incorrectly based on browser timezone and app timezone

CRM
Last Updated: 12/12/2018

Issue Number: 1358534

Date Reported:
10/12/2018

Summary:
Appointment/Task time is displaying incorrectly based on browser timezone and app timezone

Some Applications: Quick Search is not populating results for new contacts

Last Updated: 12/12/2018

Issue Number: 1429187

Date Reported:
11/28/2018

Summary:
Recently added contacts after Tuesday, November 27th are not appearing in results when using the quick search. We are actively investigating.

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

Draft and templates in the new email builder appear multiple times

Broadcast
Last Updated: 12/12/2018

Issue Number: 1442592

Date Reported:
12/07/2018

Summary:
When viewing drafts and templates, in the new email builder only, emails will display more than once. This occurs when a draft or template is deleted, and when scrolling to load emails which are not in current view. Since this is only a visual issue, deleting a draft or template which appears more than once, will cause data loss. Please do not delete unless your email is no longer needed.

Alternative Solution:
Zooming out before clicking Drafts or My Templates, and/or refreshing your browser after deleting an email, will cause less duplicates to appear. Please do not delete drafts or templates in an attempt to remove duplicates.

ISSUE RESOLVED: Processes running slowly

Last Updated: 12/13/2018

Issue Number: 1450568

Date Reported:
12/12/2018

Summary:
Thursday, Dec. 13th 6:30 AM MST Roll-back completed at 3:17 AM MST. Server performance confirmed as normal. Thursday, Dec. 13th 12:30 AM MST We are rolling back last night's deployment in an effort to alleviate the slowness some applications are experiencing. The rollback will be completed in 2-3 hours Wednesday, Dec. 12th 11:45 PM MST We are investigating reports of emails and processes within applications running slowly. We will post updates as soon as they become available.

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

Last Updated: 12/14/2018

Issue Number: 1450269

Date Reported:
12/12/2018

Summary:
Thursday, Dec 13th 10:30am MST We are actively working towards resolution and estimate all apps will have a fix within 24-48 hours. The fix will include updating all affected broadcasts with the missing email open statics. Thursday, Dec 12th 2018 7:00am MST We have identified the cause of emails not tracking. We traced the cause to our 3rd party tracking service and have an open case with them. Please check back here for updates. Wednesday, Dec 12th 2018 4:00pm mst We are are investigating the cause of emails open rates not tracking for contacts. 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.

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.