Last Updated Priority Category

ISSUE RESOLVED: Quick Search showing unavailable

CRM
Last Updated: 10/14/2016

Issue Number: 548775

Date Reported:
09/08/2016

Summary:
The issue we experienced with the Quick Search function showing unavailable has been resolved.

Alternative Solution:
Please use the standard search function, ex. CRM - Contacts - Search

ISSUE RESOLVED: Web forms/ Landing Page design tab and campaign displays blank when the Thank You page is changed to a Web Address

Campaign Builder
Last Updated: 12/08/2016

Issue Number: 636244

Date Reported:
12/06/2016

Summary:
12/6/16 9:45pm MST The deployment is complete and the issue has been resolved. Thank you for your patience. 12/6/16 8:00pm Arizona time A deployment is currently underway to resolve the issue. During the next hour, you may experience intermittent slowness. 12/6/16 6:00pm Arizona time We have identified the cause of the issue and are working towards a solution. We plan on deploying a fix tonight within the new few hours. If you go to the Thank you page of a web form and change it to a web address, and then switch back to the design tab the tab is blank. If you back out of the web form the campaign also displays blank. The change to thee thank you page is not maintain when backing out of the campaign.

Alternative Solution:
In some cases you may be able to use a thank you page that does not redirect to a web address. You can put the web address on the Thank You Page as a link. If the above workaround does not work, you can utilize a legacy web form that applies a tag and then use this tag to trigger the campaign.

System Maintenance Friday 12/9

Admin
Last Updated: 12/13/2016

Issue Number: 637558

Date Reported:
12/06/2016

Summary:
In order to improve our software for you and your customers, Infusionsoft is scheduled for brief maintenance on Friday, December 9th from 8:00pm to 9:00pm MST. 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.

Unknown field in Legacy Shopping Cart causes Error when content is entered

Legacy
Last Updated: 12/15/2016

Issue Number: 522539

Date Reported:
08/12/2016

Summary:
In some apps an unknown field is appearing between the first and last name fields in Legacy shopping carts. If content is entered in this field, the cart will produce an error on the following page and the checkout will not be able to be continued.

Alternative Solution:
Right-click on blank field and select INSPECT or INSPECT ELEMENT depending on browser. Copy the content for CLASS; it should look like this: inf_da6dad10ca77a9547ea0ef04567724f0 Insert the following text into the CSS code for the shopping cart: .XXXXXXXXX { visibility: hidden; } and replace the XXXXXXXXX with the class copied from the shopping cart. This will hide the field from the cart and allow it to be successfully submitted. *Note, this class code may need to be updated periodically.

Issue Resolved: Web Page automation goal and Webtracking feature currently not functioning

Campaign Builder
Last Updated: 12/28/2016

Issue Number: 639740

Date Reported:
12/08/2016

Summary:
12/20/2016 This issue has been resolved for all customer as of approx. 11:00am Arizona time. We are currently investigating an issue causing the Web Page automation goal and Webtracking features to not function. If you have a campaign using the Web Page automation goal, that goal will not be achieved by any contacts. Please check back here for status updates.

Alternative Solution:
There is currently no alternative solution for this issue.

Negative Payments on Order Causing Orders/Clawbacks to Not Display in Referral Partner Ledger

E-Commerce
Last Updated: 12/31/2016

Issue Number: 639333

Date Reported:
12/08/2016

Summary:
If an order contains any kind of negative payment (refund, adjustment, etc), the system will not display the order in the referral partner's ledger as it should. Since the order is not displayed, neither are clawbacks. At this time there is not an ETA for a solution; check back here for any updates to the issue as they come.

Cannot Apply Any Actions From the Apply Actions Function on Contact Record

CRM
Last Updated: 01/04/2017

Issue Number: 650026

Date Reported:
12/20/2016

Summary:
12/20/2016 4:00pm Arizona time We have identified the cause of the actions not running and plan on deploying a fix tonight for all US applications. International apps will be updated 12/21/2016 to ensure they do not have any service interruption during their business day. Applications are seeing a message stating "No Action Steps to Run" when running an action from the Contact record, when using Apply Actions. We are currently investigating the cause. Please check back here for updates.

Youtube snippet doesn't play video on hosted landing pages and webforms

Campaign Builder
Last Updated: 01/04/2017

Issue Number: 522120

Date Reported:
08/12/2016

Summary:
The youtube snippet will display a blank video frame in webforms and landing pages.

Alternative Solution:
Please see the workaround in our forum: http://community.infusionsoft.com/showthread.php/21077-Workaround-Embedding-YouTube-Snippet?p=54074

Viewing Historical Data in Campaign Opens Report With Incomplete Criteria

Campaign Builder
Last Updated: 01/04/2017

Issue Number: 351636

Date Reported:
03/15/2016

Summary:
When in the Performance view in a campaign, clicking either the "Historical 24 hours" or "Historical 30 days" will show that past history for the range selected on the sequence, however clicking the blue icon that redirects to the Campaign Contacts report to show the contacts does not pull up the correct criteria. All results for the sequence will be shown, since the Stop Date criteria is not being set when viewing the report.

Alternative Solution:
The correct information can be pulled up by clicking "Edit Criteria/Columns" for those results, and a Stop Date range can be set there (for example, 02/01/2016-03/01/2016). Clicking OK after setting a date range will pull campaign contact history for the date range entered.

DKIM Not Being Signed For Customer Domains After Setup

Marketing
Last Updated: 01/17/2017

Issue Number: 638205

Date Reported:
12/07/2016

Summary:
After setting up CNAME records and the domain under Email Authorization, the system is not signing DKIM for the customer's domain on email send. The system appears to still sign DKIM for infusionmail.com despite the information being configured correctly. At this time, there is no ETA for a solution, however we are looking into the issue. Please check back here for more information. We will post updates as they become available.

ISSUE RESOLVED:Refunded Orders and Associated Clawbacks Not Showing on Referral Partner Ledger

CRM
Last Updated: 01/17/2017

Issue Number: 653916

Date Reported:
12/22/2016

Summary:
1/4/17 10:00am Arizona time - This issue has been resolved for all customers. If an order was tied to a referral partner and had a commission, and the order is fully refunded, the order and its clawback do not show on the Referral Partner Ledger. Negative amounts do appear when clicking to create a payment on the ledger, but fully refunded orders and their clawbacks do not show. This is a Ledger display issue only and the refunds/clawbacks are logged correctly in your database. We are currently investigating the cause of the issue. There is no ETA yet but look to have resolution as soon as possible. We recommend waiting for the issue to be resolved prior to issuing payments to your referral partners. If the data is needed immediately, please see our alternative solution below.

Alternative Solution:
All refunded orders can be access through the Payments Report. 1. Navigate to Ecommerce > Reports > Payments Report 2. Enter your date range criteria and Referral Partner and Pay Type (Refund) from the Misc Criteria tab 3. Enter any values such as Referral partner and Pay Type from the Columns tab and search This report will show you all refunded orders with your specified referral partner. This information can be used to determine if any clawbacks took place during the specified time frame.

Error Loading Content Displayed Under Recent Quotes for Contacts With Quotes

CRM
Last Updated: 01/17/2017

Issue Number: 661617

Date Reported:
01/04/2017

Summary:
When going to view Quotes on a Contact record either under the Orders tab of their record, or in the Interactive View, the Quotes do not show, and the area displays a message saying "There was an error while loading content".

Alternative Solution:
The Quote Status Search under E-Commerce > Reports will display quote information in a search, in the meantime.

ISSUE RESOLVED: API and Customerhub timeouts

CustomerHub
Last Updated: 01/19/2017

Issue Number: 674636

Date Reported:
01/17/2017

Summary:
1/18 - We have determined the source of this issue was related to some ISP outages in certain areas of the US. We saw a decrease in timeouts beginning around 1:30pm 1/17/2017 We are currently investigating the cause of API timeouts and Customerhub applications being unable to connect. This is not affecting all applications and appears to be related to a Level 3 outage located in the eastern US. Please check back here for status updates.

Oops Error When Comma Present in Product Price for Manual Payments

Last Updated: 01/26/2017

Issue Number: 674356

Date Reported:
01/17/2017

Summary:
If there is a comma present in the Amount field when entering a manual payment, it will result in an Oops error and not allow you to add the payment. This affects USD for instance if the price is $1,000.00 and affects other currencies as well, for instance R1,00 (1 south african rand) 1/23/2017 - We are in the process of deploying a fix for this issue. All apps will receive the fix by mid-day tomorrow Arizona time

Alternative Solution:
Remove the comma from the Amount field when adding a manual payment. For instance instead of $1,000.00 USD enter $1000.00 or instead of R1,00 (South African Rand) enter 1

Some campaigns not publishing

Campaign Builder
Last Updated: 01/26/2017

Issue Number: 677457

Date Reported:
01/19/2017

Summary:
We are experiencing an issue where some campaigns are not publishing. When a publish is attempted on an affected campaign, it may display in the ready status, but will not show the date and time of the publish. Affected campaigns will contain a decision diamond that cannot be opened, which would be the cause of the issue. 1/23/2017 - We are in the process of deploying a fix for this issue. All apps will receive the fix by mid-day tomorrow Arizona time

Alternative Solution:
To allow the campaign to publish, the decision diamond that cannot be opened will need to be deleted, then re-created

ISSUE RESOLVED: Unable to load certain Campaigns - 504 Gateway Timeout error

Campaign Builder
Last Updated: 01/31/2017

Issue Number: 683558

Date Reported:
01/26/2017

Summary:
We are currently investigating the cause of some campaigns unable to be opened or giving a 504 Gateway Timeout error. Please check back here for updates. 1/26 2:30PM Arizona time - We have implemented a solution a short time ago and all campaigns are now accessible. Please reach out to support if you encounter this behavior after this update.

Alternative Solution:
At this time there is no alternative solution to access the campaign. The campaign automation is continuing to process as normal.

Certain Contact Records Not Accessible, Showing Error Invoking Getter OOPS

CRM
Last Updated: 02/08/2017

Issue Number: 660229

Date Reported:
01/03/2017

Summary:
When accessing certain contacts in some applications, the contact record cannot be opened and the application displays an OOPS error. We are currently working to determine the cause of the issue and look to have this issues resolved as soon as possible. Once the cause has been determined we will begin developing a solution. Please check back here for updates. 1/23/2017 - We have identified the cause of the error and are currently developing a solution. We are looking to deploy a fix late this week. Please use the Interactive View alternative solution in the meantime. 1/26/2017 - We deployed a fix to all applications that has fixed this issue for some contact records. We are working towards a solution and are looking to implement a fix early next week, date TBD. 2/3 - We are continuing to work towards a full resolution for this issue. Please check back here early next week for updates. 2/6 - We will begin deploying a fix for this issue late tonight, after 6PM AZ time. All applications are expected to have the update by mid-day on 2/7.

Alternative Solution:
Most functionality is still available via the Interactive View from the contact record search page. Alternatively a contact record can be manually created and merged once the issue has been resolved.

Deleting user's signature image inhibits the ability to edit the user record

Admin
Last Updated: 02/08/2017

Issue Number: 559524

Date Reported:
09/19/2016

Summary:
Using the new signature feature: If an image is added for a user and then deleted from the application's filebox, the user record will no longer be accessible. The user will still be able to login and user the application, but will not be able to edit the user record.

Alternative Solution:
Support can escalate a case to our database team to fix the user record.

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.

Campaign Builder emails built using the new email builder are displaying double CAN SPAM addresses in the footer when sent

Campaign Builder
Last Updated: 02/08/2017

Issue Number: 595199

Date Reported:
10/21/2016

Summary:
Some emails sent from campaign builder using the new email builder will display a double CAN SPAM address in the footer of the email. 1/23/2017 - The February update includes a fix for this issue. Most applications will be updated the first week of the month.

Alternative Solution:
In some cases, making a minor change to the unsubscribe block and republishing the campaign will resolve the issue for sent emails. The email preview, from campaign builder and the contact record, will still display the double footer.

Stop Campaign Sequence Action Setting Contacts to Queued, not Done

Campaign Builder
Last Updated: 02/15/2017

Issue Number: 694947

Date Reported:
02/07/2017

Summary:
When you use the Start/Stop a Campaign Sequence action to stop a contact in a sequence, it actually sets them to queued rather than done, causing them to remain active in the campaign and move forward to the next sequence 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:
Insert a Goal (such as an Apply Tag Goal) in-between each sequence in your campaign, and use the goal to remove contacts from the sequence

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.

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.

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.

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: 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

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

Duplicate/Multiple orders created from order form submissions

E-Commerce
Last Updated: 03/24/2017

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.

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

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

Twitter Updates




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.