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Intermittent: HTTP Error 400

Last Updated: 02/19/2019

Issue Number: 1418667

Date Reported:
11/20/2018

Summary:
We are currently investigating the cause of intermittent 400 errors occurring while using the application.

Alternative Solution:
We have found that clearing your browser cache/cookies has successfully cleared the errors. https://kb.iu.edu/d/ahic

NIS: Unable to save phone number into the Business Profile page.

Last Updated: 02/13/2019

Issue Number: 1478705

Date Reported:
01/08/2019

Summary:
When you save the phone number it will disappear from the Business Profile once you navigate away from the Business Profile page.

Unable to Manually Create or Edit Tasks

Last Updated: 01/24/2019

Issue Number: 1501386

Date Reported:
01/23/2019

Summary:
We have just discovered an issue preventing users from manually created or editing Task Records. We have identified the cause of the issue and are deploying a resolution as of 5:30 am MST Jan 24, 2019.

Alternative Solution:
You will be able to edit and create tasks via MyDay. You can also create (but not edit) tasks via Interactive View on a contact or quick search.

New Infusionsoft: Appointments fail to create when using non-default google calendars

Last Updated: 01/26/2019

Issue Number: 1504644

Date Reported:
01/25/2019

Summary:
Friday, January 25th 7:30pm mst This issue has been resolved for all applications Friday, January 25th 2019 4:30pm We are actively developing a fix for an issue that causes appointments to fail to create when the booking calendar is not default calendar. No errors are displayed and the appointment booking appears to be successful. We anticipate this issue will be resolved by 11:00pm mst today

Alternative Solution:
As a temporary work around we recommend using the default calendar for appointment types.

Issue Resolved: Potential Email and Process Actions delays

Last Updated: 01/30/2019

Issue Number: 1508220

Date Reported:
01/29/2019

Summary:
Tuesday, January 29th 2019 8:00pm MST The issue causing email and action slowness has been resolved. All affected processes will successfully run without any additional action on your part. Tuesday, January 29th 4:30pm mst We will be deploying the code change that will resolve this issue for all applications beginning at 5:00pm mst today. We anticipate the deployment to be completed by 7:00pm mst. During this time you may experience minimal slowness. Tuesday, January 29th, 2:00pm mst We have identified the root cause of the email/process slowness and are developing a fix. The mitigation efforts deployed earlier today have temporarily resolved the issue for most applications until a permanent solution is implemented. For the remaining applications still experiencing slowness, we continue to process through the backlog of queued emails.actions. Tuesday, January 29th, 11:00am MST The slowness issue has been resolved for most applications. Some applications may experience delays of 30-60 minutes. We are continuing to work towards 100% resolution for the customers that are still impacted. Tuesday, January 29th 9:35am mst We have implemented some changes (adding additional processors) and re-started some services to help reduce the delays and clear the email/action queues. We are anticipating delays to continue over the next 60 minutes. Please check back here for updates. Tuesday, January 29th, 2019 9:15am mst We are continuing to investigate the cause of the email/action delays. Tuesday, January 29th, 2019 We are actively investigating reports of some emails/actions being delayed. Preliminary reports indicate a delay of 5-30 minutes. Please check back here for updates.

Informational: Authorize.net Phasing Out MD5

Last Updated: 02/06/2019

Issue Number: 1497437

Date Reported:
01/21/2019

Summary:
Authorize.net users are receiving an email indicating that Authorize.net will be phasing out their MD5 Hash option in favor of SHA-256, at the end of January 2019. Our Engineering team has investigated this change and determined it will not impact our application or the ability to process payments. No action is needed on your part.

System Maintenance 8:00 PM MST Friday December 14th - 4:00 AM MST Sunday December 16th

Last Updated: 02/04/2019

Issue Number: 1437473

Date Reported:
12/04/2018

Summary:
System Maintenance 8:00 PM MST Friday December 14th - 4:00 AM MST Sunday December 16th In order to improve our software for you and your customers, Infusionsoft is scheduled for periodic maintenance beginning 8:00 PM MST Friday December 14, and ending 4:00 AM MST Sunday December 16. You may experience intermittent issues accessing Infusionsoft during this time. System actions will continue to process and not be impacted by this maintenance. Please check back here to stay informed on any status updates.

System Maintenance Update: 4:00pm-5:00pm MST Tuesday, February 5th 2019

Last Updated: 02/06/2019

Issue Number: 1517809

Date Reported:
02/05/2019

Summary:
In order to improve our software for you an your customers, Keap and Infusionsoft by Keap is scheduled for a periodic maintenance beginning at 4:00pm mst-5:00pm mst, February, 5th 2019. You may experience intermittent issues accessing your application during this time. System actions will continue to process and not be impacted by this maintenance. Please check back here to stay informed on any status updates.

ISSUE RESOLVED: Potential Login/Server Not Found Issue

Last Updated: 02/07/2019

Issue Number: 1519371

Date Reported:
02/06/2019

Summary:
Wednesday, February 6th, 2019 5:30pm mst The issue has been resolved for all applications. Please contact support should you encounter any issues accessing your application. Wednesday, February 6th, 2019 2:00pm MST - We are in the process of implementing a solution that will resolve this issue for all users. The ETA for all domains to be updated remains unknown at this time. Please check back here for updates. Wednesday, February 6th, 2019 12:00pm mst - We are continuing to work with Cloudflare to determine next steps for resolution. Please check back here for updates Wednesday, February 6th, 2019 10:30am We have identified the root cause of the issue and are actively working with Cloudlfare to implement a solution as soon as possible. Please check back here for updates. Wednesday, February 6th, 2019 9:00 am MST We are actively investigating reports of some users encountering a [Server not Found] error when navigating to the application signin page. The issue may be related to some DNS changes that took place on February 5th, 2019

Alternative Solution:
In most cases, restarting(power off/on) your equipment will resolve the issue: - Restart your modem - Restart your router (if separate than your modem) - Restart your computer If the above does not resolve the issue: - Open a command window (https://www.instructables.com/id/How-to-start-command-prompt-complete/) - Type: ipconfig /flushdns If the above steps do not resolve the issue, please reach out to Phone support for next steps.

Issue resolved: Tags not being applied from Link Clicks

Last Updated: 02/11/2019

Issue Number: 1521350

Date Reported:
02/07/2019

Summary:
Sunday, February 10th 2019 - The issue has been resolved for all applications. Link clicks/email open statistics can take 15-20 minutes to appear in reporting within the application. During this incident no email tracking statistics will have been lost. Friday, February 8th, 2019 2:45pm mst - We have implemented some changes and have begun processing the backlog of email opens, link clicks, and tag applies. There is no ETA on when this process will complete. We anticipate all statistics will be recovered. Friday, February 8th, 2019 9:15am mst We have identified the root cause of the issue and are actively working on developing a solution. We are anticipating no link click/tag apply data will be lost. Once the solution is identified our plan is to apply the tags to the contacts that clicked the links. Thursday, February 7th 2019 1:15pm mst We are actively investigating reports of tags not being applied when a link is clicked. This issue does not impact tags being applied from Campaign Processes. Please check back here for updates

Infusionsoft.com Site not Loading

Last Updated: 02/10/2019

Issue Number: 1523241

Date Reported:
02/08/2019

Summary:
UPDATE 7:30pm MST: We have confirmed that the issue is now fully resolved. UPDATE 6:50pm MST: We have implemented a fix and tentatively believe the issue is resolved. We will post another update once we have confirmation that the issue is fully resolved. Friday, February 8th, 2019 5:30pm mst We are actively investigating the cause of our infusionsoft.com site not loading. This issue does not impact applications and it limited to the website. Please check back here for updates

Alternative Solution:
Enter the web address as: www.infusionsoft.com or alternatively keap.com

Open/Click Percent showing as 0%

Last Updated: 02/13/2019

Issue Number: 1525736

Date Reported:
02/11/2019

Summary:
Monday, February 11th, 2019 We are actively investigating the cause of the open and click rates showing as 0% on the broadcast search page.

Alternative Solution:
Clicking into the individual broadcasts will display accurate open and click statistics.

ISSUE RESOLVED: Keap Applications: Unable to View Invoices

Last Updated: 02/15/2019

Issue Number: 1530861

Date Reported:
02/14/2019

Summary:
Thursday, February 14th, 2019 9:15pm mst We have implemented a temporary fix that will allow contacts to successfully view and pay invoices. Thursday, February 14th, 2019 8:15pm mst We are actively investigating reports of Contacts being unable to view invoices in Keap Applications. This issue does not impact Infusionsoft by Keap. Please check back here for updates.

Some Applications: Application slowness on certain Server Blocks.

Last Updated: 02/15/2019

Issue Number: 1531352

Date Reported:
02/15/2019

Summary:
Friday, February 15th, 2019 12:30pm mst - We have identified the root cause of this issue and have made changes to resolve the slowness in applications and their actions. The slowness has since been mitigated, and customers have no need to perform any actions on their part. Please contact support if you see any more occurrences of this happening. Thank you for your patience while we work on this. Friday, February 15th, 2019 9:30am mst - We are continuing to investigate the root cause of some applications experiencing slowness/delayed actions. We will be providing updates as they become available. Due to the application issue, you may not be able to navigate around your application in a timely manner, and in some cases be unable to access your application online. Some applications may experience slowness when sending emails/running actions. Please check back here for updates. Friday, February 15th, 2019 7:30am mst - We are currently experiencing an systems issue that can cause some applications to experiencing slowness. Our our Systems Reliability Engineers are aware and are diligently working on a resolution. Due to the application issue, you may not be able to navigate around your application in a timely manner, and in some cases be unable to access your application online. We are actively working to identify a resolution. We apologize for any inconvenience and will follow up as soon as possible.

Issue Resolved: Email opens are not being tracked properly

Broadcast
Last Updated: 02/11/2019

Issue Number: 1519208

Date Reported:
02/06/2019

Summary:
Sunday, February 10th 2019 - The issue has been resolved for all applications. Link clicks/email open statistics can take 15-20 minutes to appear in reporting within the application. During this incident no email tracking statistics will have been lost. Friday, February 8th, 2019 2:45pm mst - We have implemented some changes and have begun processing the backlog of email opens, link clicks, and tag applies. There is no ETA on when this process will complete. We anticipate all statistics will be recovered. Friday, February 8th, 2019 7:00 am mst We have deployed an update that will resolve the issue for all emails sent after Thurs, Feb 7th, 8:00pm mst. We continue to investigate if reporting data can be recovered/synced for previously sent emails. Please check back here for updates. Thursday, February 7th, 2019 We are actively investigating reports of open/clicks rates not appearing in reporting accurately. Please check back here for updates. Update: 2:20PM AZ - We have implemented a change which has resolved the issue. If you believe you are still experiencing this please contact support so it can be properly investigated. 12:47PM AZ - We have identified a potential solution and will be making some changes shortly. These changes will not require us to release updates so you should not notice any application performance. We are currently investigating the cause of some email messages not being marked as opened on the contact record. This is also causing some reporting and dashboard widgets to show an incorrect number of opens. Our initial investigation has shown the number of opens and unopens on a broadcast report ARE correct. We will continue to post updates as they become available.

Alternative Solution:
There is no workaround at the moment. - Email broadcast report IS correct - Email history inside a contact record is not correct - Email batch results in Marketing Reports is not correct - Dashboard widgets are not correct - Recent Activity is not correct - Campaign reporting may be incorrect

ISSUE RESOLVED: Using merge fields in web page links in Emails causing NullPointerException error.

Campaign Builder
Last Updated: 02/22/2019

Issue Number: 1538259

Date Reported:
02/21/2019

Summary:
Thursday, February 21st, 2019 11:30am mst: This issue has been resolved as of 11:30am mst. The issue began at approx. 10:00pm mst on Wednesday, February 20th, 2019. During the affected time frame emails containing merge fields as links would not have been sent. We recommend manually re-sending broadcast and campaign emails that were effected. If you continue to experience any issues related this to change, please reach out to our support team. If you use a merge field inside of a web page link in an Email (current or legacy), when the email tries to send it will cause a NullPointerException error and the email will not send out. We are currently investigating this further and we will update this once we have some additional information.

Alternative Solution:
Currently, the work around would be to put the actual URL into the web page link in the email instead of using a merge field as the value.

ISSUE RESOLVED: Referral Partners are unable to Reset Passwords

CAS
Last Updated: 02/01/2019

Issue Number: 1510819

Date Reported:
01/30/2019

Summary:
Thursday, January 31st - Correction - This issue has been resolved for all applications at 8:00pm mst on Thursday, January 31st 2019 Wednesday, January 30th 9:45pm mst The deployment to resolve the issue will take longer than our initial ETA of11:00pm mst Jan 30th. We expect all applications will have the fix by 3:00am mst on January 31st. Wednesday, January 30th 6:30PM MST We have identified a solution for this issue and will be deploying a fix for all applications by 11:30pm MST today. Referral Partners attempting to reset their password via the referral partner page will encounter an Oops error when entering their email address https://appname.infusionsoft.com/app/authentication/login?isClientOrAffiliate=true

Alternative Solution:
Infusionsoft Admin Users can manually reset the password from the Referral Partner's record in the application. - Navigate to CRM - Referral Partners - Search for the Referral Partner's name - Enter a password value in the password field and Save

Appointment time in quick search does not match time in appointment or contact records

CRM
Last Updated: 01/17/2019

Issue Number: 1472949

Date Reported:
01/03/2019

Summary:
After searching a contact via the quick search, or viewing the contact via MyDay and the quick search there, the time displayed matches the user preferences time zone. However, the time displayed in the appointment record and contact record displays Eastern

Issue Resolved: Unable to select Tags when filtering searches.

CRM
Last Updated: 02/01/2019

Issue Number: 1511215

Date Reported:
01/31/2019

Summary:
Thursday, January 31st 10:30 am MST - We have successfully reslved the issue affecting the ability to select tags in reports/searches. This issue did not impact tags being applied from emails, campaigns, or tag goals. There is no additional action needed on your part. Thursday, January 31st 6:30am MST We are in the process of deploying a fix for this issue for all applications. The expected ETA for the deployment to complete is approximately 4 hours (10:45am mst today) During this time you may experience intermittent slowness. Please check back here for updates. Thursday, January 31st 4:30am mst We have identified the root cause of the issue and are actively working on developing a solution. ETA to resolution TBD. Please check back here for updates. Thursday, January 31st 1:30am MST We are actively investigating the cause Report/Order Searches not allowing tags to be be selected Users cannot select a tag name from the autocomplete options that appear while typing in the Tag field. Each time a character is entered, the value appears to be deleted by the autocomplete function. Please check back here for updates.

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

CRM
Last Updated: 02/11/2019

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.

Error When Previewing and Sending Invoices

E-Commerce
Last Updated: 01/23/2019

Issue Number: 1499670

Date Reported:
01/23/2019

Summary:
We have discovered an issue causing Invoices to not preview or send, when Enable payment collection on Invoices is set to Yes.

Alternative Solution:
In E-Commerce - Settings - Quotes and Invoices, set Enable payment collection on Invoices to No, as a temporary workaround until this issue is resolved

Keap apps using Keap Payments are not processing payments at this time

E-Commerce
Last Updated: 02/01/2019

Issue Number: 1513963

Date Reported:
02/01/2019

Summary:
Friday, February 1st 3:15pm MST: We have identified a resolution and will be deploying the fix, all customers can expect resolution by 4:15pm MST Friday, February 1st,2019 3:00pm MST: We have identified this issue impacted manual payments run from within the applications. Contacts paying via invoices and auto-charges were unaffected and continue to run/process successfully. Friday, February 1st, 2019 2:05pm MST This is affecting all newly created orders. Any order that existed prior to today will process normally. Friday, February 1st, 2019 1:30pm MST We are actively investigating reports of Keap Payments not processing Payments in Keap apps. Please check back here for updates.

Test Emails with Links will display an error if email address is not associated with a Contact or User record

Marketing
Last Updated: 01/29/2019

Issue Number: 1499199

Date Reported:
01/22/2019

Summary:
Friday, January 25th 2:30pm mst - This issue has been resolved for most applications as of Thursday January, 24th 1:00pm mst. The remaining applications will receive the fix by Tuesday, January 29th at approx 11:00pm mst While using the new email builder and sending a test email to an address that is not associated with a Contact or User record a “Sorry, but we were unable to find the page you were looking for." error message is displayed when clicking on links in the email This issue will not affect emails sent to contacts within the application database.

Alternative Solution:
There are one of two work workarounds for this issue: 1 - Add a contact with the test email address 2 - Under Marketing, Settings, Email Defaults, Set [Only append inf_contact_key to links going to White Listed Domains?] to No and click Save

Email authentication paragraph replaced with word "null".

Marketing
Last Updated: 02/13/2019

Issue Number: 1512033

Date Reported:
01/31/2019

Summary:
The paragraph of text explaining the Email Authentication Settings under Marketing > Settings > Email Authentication displays the word "Null" now. Instead of the explanation we had in place that went over authenticating your email.

Marketing Email Stats widget displaying lower Click/Open % and statistics than the reports

Marketing
Last Updated: 02/13/2019

Issue Number: 1525813

Date Reported:
02/11/2019

Summary:
Monday, February 11th 2019 We are actively investigating the cause of the Marketing Email Stats widget showing lower statistics than the reports. Please check back here for updates.

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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Click the title of a known issue to read more details including workarounds if they exist.

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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.