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FIXED: Emails are skipping and throwing a FeignException: status 500 error

Campaign Builder

Issue Number: 1776155

Issue Status: Deployed

Date Reported:
09/06/2019

Estimated Resolution Date: 9/9/2019

Summary:
September 23 3:00pm MST We have deployed a fix to fix the remaining culprits causing this error, and so this should be fully resolved. In the off-chance you encounter any occurrences of this issue going forward, please chat/call into support, to allow us to troubleshoot. 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

Automation Links in the format *.infusionsoft.com/app/linkclick/ fail to run tracking or automation after the first click

Campaign Builder

Issue Number: 1803715

Issue Status: Deployed

Date Reported:
09/26/2019

Estimated Resolution Date: 9/29/2019

Summary:
September 26, 2019 11:30 am MST We have completed rolling out a resolution for this issue and have verified that automation links are now operating correctly. 10:05 am MST We believe we have identified the root cause of the issue and are testing a potential fix. This location will be updated as the testing is finalized. 8:15 am MST We have identified an issue where emails including legacy automation links or the "download" link type, after the first click, no longer track clicks or run any associated automation. We are currently looking into the cause of this issue and will continue updating this location as changes are made.

Alternative Solution:
Download links in campaign emails can be replaced with URL-type links to a hosted location of the download. Any automation link can be replicated in campaign builder using the new email builder and URL links which can apply tags on click.

Product Line: Infusionsoft

New emails created from importing legacy templates and from using the "Create Blank Email" option in the current email builder are not tracking link clicks

Broadcast

Issue Number: 1812533

Issue Status: Deployed

Date Reported:
10/04/2019

Estimated Resolution Date: 10/25/2019

Summary:
*Update 10/7/19 8:56 AM Phoenix, AZ: Our developers have found a fix for this issue and it is currently scheduled to be deployed to applications in the next couple of days. When creating an email in the current email builder using the "Import Legacy Template", we are seeing the links in the email showing up in the format *.infusionsoft.com/app/linkclick instead of using the appspot tracking link. This is causing broadcast reports to not track clicks on those links. This is also happening when a new email is created in the current email builder using the "Create Blank Email" action from the drop down.

Alternative Solution:
Users can rebuild the email in the BARD builder using a pre-generated template, delete the items in it, and customize their own email, and it will track link clicks correctly.

Product Line: Infusionsoft

Some apps experiencing errors 502/524 when trying to login or slowness after login

Admin

Issue Number: 1821903

Issue Status: Support Researching

Date Reported:
10/13/2019

Estimated Resolution Date: 10/14/2019

Summary:
RESOLVED: October 13 2019 11:28 PM MST Our site reliability team has confimed that our systems returned to normal functionality at about 10:35 PM MST. 10:59 PM MST Our developers are making some adjustments. Initial testing is showing much better application performance. We will post more updates shortly. 10:18 PM MST We've identified this issue is occuring as the result of unsually heavy traffic to one of our core services. We are working as quick as possible to restore services to normal. 9:19 PM MST We are receiving reports that some applications are unable to be accessed and showing a error 502/524. This is a very high priority and we are investigating the cause.

Product Line: Infusionsoft & Keap

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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