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Decision diamonds sporadically start ignoring rules for some apps

Campaign Builder

Issue Number: 2097371

Issue Status: Support Researching

Date Reported:
07/08/2020

Estimated Resolution Date: 7/29/2020

Summary:
July 28th 2020 3:55 PM MST Our Advanced Support and Development team have been working to identify the cause of this issue. We have not yet confirmed a cause. If you believe you're experiencing this issue and have not worked with our support team yet, we recommend you call or chat with a live support representative. Our team can investigate your decision diamonds and discuss what lead up to this issue to help identify possible causes which we have not yet seen. July 8th 2020 2:56 PM MST We have received some reports that decision diamonds are sporadically starting to ignore it's rules and instead adding contacts into all attached sequences. We are currently investigating this issue.

Alternative Solution:
Making a temporary change to the decision diamond and republishing the campaign will resolve this problem.

Product Line: Infusionsoft

Exports failing more than usual

CRM

Issue Number: 2010560

Issue Status: In Progress

Date Reported:
04/14/2020

Summary:
Exports are timing out and displaying the message Connection Failed.

Alternative Solution:
We have found creating smaller exports will still work. If possible limit the number of fields or items that are being exporting.

Product Line: Infusionsoft & Keap

End time on A/B test emails are always in Eastern time zone

Broadcast

Issue Number: 1826478

Issue Status: Support Researching

Date Reported:
10/17/2019

Summary:
February 18th 2020 2:43 PM MST We believe we have identified the cause of this problem as some mismatched times in our database. Our developers are continuing to investigate when those times are captured so we can work towards a solution. January 2nd 2020 4:53 PM MST There are no new updates at this time, but we are aware of this issue and will be addressing it soon. October 17th 2019 12:20 PM MST We are currently investigating why the end time on A/B test emails is always in Eastern regardless of user preferences.

Product Line: Infusionsoft & Keap

Call Forwarding on Android devices does not work properly

Issue Number: 2079355

Issue Status: In Queue

Date Reported:
06/18/2020

Summary:
Call Forwarding on Android devices does not work properly

Product Line: Keap

Some letters are downloaded as .jsp files instead of .doc files

Main Nav

Issue Number: 2082090

Issue Status: Support Researching

Date Reported:
06/22/2020

Summary:
August 5th 2020 11:38 AM MST We received some reports that this issue was not fixed and after further testing we have confirmed this is still an issue. We are working to resolve this as quickly as possible. July 30th 2020 1:56 PM MST This issue has been fixed. July 27th 2020 4:42 AM MST The fix for this has passed all testing and will be deployed to all applications throughout this week. July 20th 2020 11:22 PM MST After investigating deeper we have confirmed the issue is caused by a carriage return in the title of the letter element. We are developing a fix which will prevent this problem in the future. To fix this immediately, you can remove the carriage return(s) from the title. July 13th 2020 4:31 PM MST We have discovered the cause is stemming from invalid characters in the data which is used to generate the letter. We don't yet know if this data is from the text inside the letter, or if it is internal information which cannot be seen by users. We are still investigating. July 1st 2020 8:33 AM MST There are no new updates at this time. June 30th 2020 9:17 AM MST Our development team is investigating the cause of this issue. June 22nd 2020 11:24 AM MST When working through the fulfillment jobs widget on the dashboard, some letters are downloading as a .jsp file instead of a .doc file

Alternative Solution:
Recreating the process which generates the letter has been correcting this issue.

Product Line: Infusionsoft

Prices of products in existing action sets have changed, if there's a discrepancy between the price in the action set and the price in the Product record

Issue Number: 2095951

Issue Status: Support Researching

Date Reported:
07/07/2020

Estimated Resolution Date: 7/28/2020

Summary:
We previously had an issue which caused action sets to create orders to have their prices changed to $0. We fixed that issue for the majority of applications, but for any applications that have Create an Order action sets configured to be a different price than the price listed in the Product record, the change we made caused the action set prices to be changed to be the same price as the price listed on the Product/Subscription record itself.

Product Line: Infusionsoft

Order.add rest hook notification occasionally not being sent

Apps/API

Issue Number: 1929868

Issue Status: Stage

Date Reported:
01/22/2020

Estimated Resolution Date: 7/16/2020

Summary:
July 13, 2020 We are currently testing a fix for this issue. January 22, 2020 We have received a report that the rest hook for the order.add event type appears to be occasionally not sending the notification it should be sending.

Alternative Solution:
None at this time.

Product Line: Infusionsoft

Some contact records do not load when trying to access individual records

CRM

Issue Number: 2033709

Issue Status: In Queue

Date Reported:
05/05/2020

Estimated Resolution Date: 5/26/2020

Summary:
Some contact records do not load and takes you to a blank page when you click on the contact link from the interactive or search view.

Alternative Solution:
Utilize the interactive view.

Product Line: Infusionsoft

Webforms Embedded with Javascript are not displaying in Chrome

Campaign Builder

Issue Number: 2113159

Issue Status: Done

Date Reported:
07/24/2020

Estimated Resolution Date: 8/14/2020

Summary:
We have received reports that campaign webforms embedded using the Javascript embed code are not displaying on pages when using Google Chrome. We are currently investigating the case of this.

Alternative Solution:
August 6th, 2020 10:40 am (Phoenix, Arizona) We are still receiving reports of this even with the most recent Chrome version, this has been re-opened and we are investigating. August 2nd, 2020 8:35 am (Phoenix, Arizona) We have run some additional testing and it appears this is only an issue with older versions of Chrome. Updating to the most recent version of Chrome (at this time, 84.0.4147.150) is allowing the viewing of JavaScript embedded webforms. July 24th, 2020 6:40 am (Phoenix, Arizona) The HTML embed and HTML Unstyled embed are still functioning correctly, so you can pull that code from the webform "Code" tab in the webform editor and use that to embed your form while this is investigated.

Product Line: Infusionsoft & Keap

Shopping Cart allowing customers to check out without selecting shipping options for shippable products

E-Commerce

Issue Number: 2113575

Issue Status: Support Researching

Date Reported:
07/24/2020

Estimated Resolution Date: 8/14/2020

Summary:
July 24th, 2020 1:30 pm (Phoenix, Arizona) We have received a report that customers are able to check out via the shopping cart for a shippable product without selecting a required shipping option. We are investigating this.

Alternative Solution:
Order forms will correctly stop someone from checking out if no shipping option is displaying or selected, so they can be used at this time without being affected by this.

Product Line: Infusionsoft

When a user created tag is added to the smart list category, that tag is deleted by the system

CRM

Issue Number: 1906531

Issue Status: Support Researching

Date Reported:
12/30/2019

Summary:
July 29th 2020 2:28 PM MST After some additional testing we confirmed this issue is fixed for Infusionsoft applications, but it is not fixed for Keap applications. We are working to correct this. July 16th 2020 4:13 PM MST This issue has been resolved. January 14th 2020 10:08 AM MST There are no new updates at this time, but we are aware of this issue and will be addressing it soon. December 30th 2019 1:12 PM MST Tags which are added to the smart lists category, except duplicate contacts, email typos, and clean list, are being deleted by the system. Initial investigation is showing the deletion occurs when a back end process to sync smart lists is ran. We are currently investigating this issue.

Product Line: Keap

Contact Records show error messages instead of appointments when Google Calendar is connected

CRM

Issue Number: 2119330

Date Reported:
07/31/2020

Summary:
We have identified an issue with some Google Calendar integrations in Keap where appointments fail to display on the contact record with an error stating "There was a problem loading this contact's appointment activity"

Product Line: Keap

Interface to edit Font Color is unusable when working in Landing Page text elements

Issue Number: 2121134

Date Reported:
08/03/2020

Summary:
We have identified an issue where text color cannot be edited due to the font color interface being unusable

Product Line: Infusionsoft & Keap

All of a campaigns goals and diamonds do not function correctly when a diamond connected to a form is configured in a certain way

Campaign Builder

Issue Number: 2122241

Issue Status: Review

Date Reported:
08/04/2020

Estimated Resolution Date: 8/25/2020

Summary:
August 7th 2020 11:46 AM MST After additional testing we have confirmed this issue does occur when the diamond connected to the form uses contact fields or tags. This issue is not specific to diamonds using form fields as rules. August 4th 2020 4:14 PM MST When a campaign contains a form - and there is a decision diamond after that form - and the decision diamond rules are configured to use form options selected - and the decision diamond setting "If contacts don’t meet any of the rules" is NOT set to "Don't put them in a sequence" - and there are other goals in the same campaign - the back-end events for those goals fail, causing contacts to not be added in all campaigns associated with that same event, and only if there is a diamond after those goals too. For example if your campaign has the form, form options in the diamond, and the setting at the bottom set to put the contact into a specific sequence, then any tag goals in your campaign will not add contacts if there is a diamond after those. Additionally, if that same tag Id is used in other campaigns, those goals will also fail there is a diamond after them as well. This is a very unique issue which does write errors to our internal logs. We've checked our logs for this error and there are very few applications experiencing this issue. If you're experiencing something similar, but are not 100% sure this is the same problem, we recommend contacting our live support team instead of reporting your application here.

Product Line: Infusionsoft & Keap

Wordpress Infusionsoft Landing page plugin isnt displaying any landing pages

Apps/API

Issue Number: 2117294

Issue Status: Support Researching

Date Reported:
07/29/2020

Estimated Resolution Date: 8/19/2020

Summary:
Some users are experiencing an issue with Wordpress Plugin: "Infusionsoft Landing Pages" not displaying any published Landing pages. and can not add new ones within wordpress.

Product Line: Infusionsoft

Clicking view email in broadcast reporting is counting towards total opens

Broadcast

Issue Number: 2124768

Date Reported:
08/07/2020

Summary:
August 7th 2020 9:43 AM MST When a user clicks to preview a sent broadcast email from within the broadcast report, the total number of opens is increasing.

Product Line: Infusionsoft & Keap

Upload error when trying to scan business cards using the Infusionsoft Mobile app

Apps/API

Issue Number: 1917396

Issue Status: Support Researching

Date Reported:
01/10/2020

Summary:
There is currently an error when a business card is scanned to be entered as a contact.

Alternative Solution:
We have seen success for some mobile devices by deleting the Infusionsoft Mobile app and then reinstalling.

Product Line: Infusionsoft

Birthdays and Anniversary dates are showing a value of one day earlier when merged into emails.

Campaign Builder

Issue Number: 2041297

Issue Status: Review

Date Reported:
05/12/2020

Summary:
We tested using custom Date fields and those seemed to work fine. Also the Campaign steps scheduled correctly if they were based on the Birthday values in the Campaigns. So if they had a step scheduled to run on a contacts Birthday, the upcoming Campaign steps for the contacts scheduled correctly.

Product Line: Infusionsoft

KEAP: Campaign Builder displays double the true number of current active contacts

Issue Number: 2078106

Issue Status: Support Researching

Date Reported:
06/17/2020

Summary:
June 17, 2020: We have identified an issue where Keap campaigns display two times the correct number of active contacts in specific cases

Product Line: Keap

Exporting contacts via email download are not functioning if dashboard is blank

Main Nav

Issue Number: 2122949

Issue Status: Support Researching

Date Reported:
08/05/2020

Estimated Resolution Date: 9/16/2020

Summary:
When exporting a search or report results and using the email option. If your dashboard is blank the export will not be downloadable.

Alternative Solution:
Add any widget to the dashboard and the exports will then be able to be downloaded.

Product Line: Infusionsoft

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Urgent 3 days
High 3 weeks
Medium 6 weeks
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