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Emails are skipping and throwing a FeignException: status 500 error

Campaign Builder

Issue Number: 1776155

Issue Status: In Development

Date Reported:
09/06/2019

Estimated Resolution Date: 9/9/2019

Summary:
September 19 4:00pm MST The majority of issues causing this error have been fixed as of today. There is one other issue we are still working on, so although this issue isn't 100% resolved yet, we have identified and fixed the vast majority of occurrences of this issue. We will post another update, once we deploy a fix which resolves this issue completely. September 16 6:15 PM MST We are still actively testing and investigating this issue. 1:00 PM MST We believe we have identified the root cause for this issue and are actively working to correct it. This is occurring when users have used the Legacy email builder in Campaign Builder and have not formatted the email correctly. We are looking at how this specific event triggers the error and will update here with information as it becomes available. 10:50 AM MST We are continuing to research this issue after a recent deployment did not resolve the issue. September 6, 2019 4:30 PM MST Our developers have determined the likely cause of these errors and are working on a fix to prevent future instances of this occurring. We will post further updates as they become available. 7:00 AM MST We have received reports of some campaign emails not sending to recipients. Affected contacts display an error within their campaign history specifically mentioning "FeignException: status 500". We are investigating these reports to determine a solution to the errors.

Alternative Solution:
Resending the emails, either by using the "Resend" button within a contact's Campaign History, through a new campaign/sequence, or through broadcast, should successfully send the email

Product Line: Infusionsoft

Microsoft/Hotmail/Outlook/Office365 Email Deliverability

Issue Number: 1791588

Issue Status: Support Researching

Date Reported:
09/17/2019

Estimated Resolution Date: 10/29/2019

Summary:
On September 4th a modification made to Microsoft's JMRP (Junk Mail Reporting Partner Program) caused an industry-wide issue where many IP’s were blocked or grey-listed for minor offenses. This issue was resolved by Microsoft on September 5th, however the fallout is still being felt across our IP range and other ESP's. The solution to the issue provided by Microsoft on September 12th, is to remediate the IPs in question on a daily basis until the issue is cleared. Our last remediation on cleared most of Keap's affected IP addresses. We continue to work with Microsoft on remediating any affected IP addresses and will provide updates as they become available.

Product Line: Infusionsoft & Keap

Landing page builder loading slow or becoming unresponsive when searching tags

Campaign Builder

Issue Number: 1709818

Issue Status: Support Researching

Date Reported:
07/12/2019

Estimated Resolution Date: 8/2/2019

Summary:
Our landing page developers are currently investigating the cause of the builder loading slow or becoming unresponsive when searching tags for global tags or virtual fields. Initial testing has identified this is most noticeable when the application's list of tags is 300 or more.

Product Line: Infusionsoft & Keap

Unable to link custom domains on newly created landing pages

Campaign Builder

Issue Number: 1779268

Issue Status: Support Researching

Date Reported:
09/09/2019

Estimated Resolution Date: 9/30/2019

Summary:
We are currently investigating the reason custom domains cannot be linked to newly created landing pages. Clicking the Link button produces a red banner with error message "Falied to verify DNS records." Please ensure your DNS contains a TXT record. This was a recently added step, and might be different than the steps you took previously.

Product Line: Infusionsoft & Keap

Email merge field error appearing during publish

Campaign Builder

Issue Number: 1793034

Issue Status: Final Testing

Date Reported:
09/18/2019

Estimated Resolution Date: 10/9/2019

Summary:
Update 9/20/19 12:00pm MST: A fix has been developed, and will be deployed over the next few days, finishing by noon on Monday 9/24. Update 9/19/19 4:00pm MST: We have identified the defect causing this, and development is underway to resolve it. As a reminder, this is only a display issue, and no workaround is needed in order to publish your campaigns. We've received reports that when publishing campaigns, customers are seeing an "Email merge field error" warning regarding a merge field "~Email.Encrypted~". This does not prevent the campaign from being published, and it does not seem to be having an actual affect on the emails themselves. We're investigating at this time.

Alternative Solution:
A work around is not needed at this time. If you publish the campaign as you normally would, the emails will still function as they should.

Product Line: Infusionsoft

Account changes result in NULL error message

Admin

Issue Number: 1793491

Date Reported:
09/18/2019

Summary:
The is currently an issue with processing these types of account changes. Account upgrade or downgrade Signing up for sandbox accounts This is actively being worked and will be resolved As soon as possible,

Product Line: Infusionsoft & Keap

Product name and price display issues in Keap

E-Commerce

Issue Number: 1793704

Issue Status: Support Researching

Date Reported:
09/18/2019

Estimated Resolution Date: 10/9/2019

Summary:
We've received reports that on the products page in Keap, the name of products is showing up blank and the price is showing as "$NaN". This appears to only be a display issue on this page, as you can click on the products and see their info/edit them, as well as in other areas of the application the product information is displaying correctly. We're currently investigating this.

Alternative Solution:
This is just a display issue. Clicking on one of the products will open the information for editing, you will just need to check each one until you find the product you want to edit. All other functionality appears to be working correctly at this time.

Product Line: Keap

Unique contacts in campaign reporting tab is showing incorrect number

Campaign Builder

Issue Number: 1679964

Issue Status: Support Researching

Date Reported:
06/17/2019

Estimated Resolution Date: 7/29/2019

Summary:
We are currently investigating why when toggling through Current, Last 24 hours, Last 7 days, Last 30 days, the number if unique contacts is not reflecting the correct number of contacts.

Product Line: Infusionsoft & Keap

Decision diamond field criteria showing (invalid)

Campaign Builder

Issue Number: 1742022

Issue Status: In Queue

Date Reported:
08/09/2019

Estimated Resolution Date: 9/20/2019

Summary:
We are currently investigating the reason some decision diamonds are showing (invalid) for field category and field in some apps.

Product Line: Infusionsoft & Keap

Infusionsoft Mobile Snap cards stuck in pending waiting process

Apps/API

Issue Number: 1773633

Issue Status: Support Researching

Date Reported:
09/04/2019

Estimated Resolution Date: 10/16/2019

Summary:
Intermittent problem with Infusionsoft Mobile business cards that have been snapped are getting stuck in a pending status. We are currently researching reports of the issue and will provide updates here as they become available.

Alternative Solution:
Uninstall and Re-install the app. Then retry snapping the card.

Product Line: Infusionsoft & Keap

Click Through Percentage reports do not load in large apps

Issue Number: 1497430

Issue Status: Support Researching

Date Reported:
01/21/2019

Summary:
We are investigating an issue relating to the Click Through marketing reports. When running Click Through Percentage reports (by contact or by email) in larger applications, the report will time out and produce no results. Improvements to implement for reporting performance are being researched to resolve this issue.

Product Line: Infusionsoft

About this page 

This page is an active list of known product or service issues affecting Keap 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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Priority

Priority is used to estimate resolution time:

Priority SLA
Critical ASAP
Urgent 3 days
High 3 weeks
Medium 6 weeks
Low 8 weeks