Last Updated Priority Category

Clicking to Edit an Invoice Template Under Quotes and Invoices Does Not Display Invoice to Edit

Last Updated: 08/19/2016

Issue Number: 510944

Date Reported:
08/02/2016

Summary:
When going to E-Commerce Settings > Quotes & Invoices, and clicking Edit to modify an invoice template there, the pop-up window does not appear to edit the invoice. Clicking Add there will function if a new template needs to be added, however the Edit buttons adjacent to the template selection dropdown will not display the template.

Alternative Solution:
Invoice Templates can be accessed under Marketing > Templates, however certain merge fields unique to invoices may only appear under the affected area.

Campaign Builder Purchase Goals triggering off every invoice of a subscription

CRM
Last Updated: 08/18/2016

Issue Number: 524276

Date Reported:
08/15/2016

Summary:
We have received reports of campaign purchase goals triggering off of recurring subscription charges. We are currently investigating this and please check back here for updates.

Alternative Solution:
If you are experiencing this issue please submit a Support case and include contact examples (contact ids, order ids). At this time there is no alternative solution.

ISSUE RESOLVED: Microsoft Exchange Email Delivery

Last Updated: 08/17/2016

Issue Number: 525082

Date Reported:
08/16/2016

Summary:
We are experiencing an issue with Microsoft Exchange email delivery. Some emails may receive a bounce message or be delayed. This affects all domains that employ Exchange Online Protection. 8/16 7:30 am - We have reached out to Microsoft and are awaiting their response. 8/16 6:00 pm - The issue with email deliverability to Microsoft Exchange(EOP) has been resolved. During the affected time frame, emails scheduled to send were delayed. Emails began successfully sending beginning at 6:00pm Arizona time.

Alternative Solution:
If you are experiencing this issue, please submit a support case from within your application: http://screencast.com/t/uGcdsCyhyFmT

Linked contacts are counting Max Links based on total contacts using that link rather than uses per contact record

CRM
Last Updated: 08/17/2016

Issue Number: 496358

Date Reported:
07/19/2016

Summary:
Unable to link contacts under certain link types when said link type has been used the max amount of times elsewhere. i.e. Max limit of link type A is 1. 1 contacts has linked another contact using this link type so you are unable to use this link type under any other contact.

Alternative Solution:
Raising the Max Limit for the desired link type should allow contacts to be linked again.

Long tags can't be removed from BARD email image/button links, or from recipients list

Broadcast
Last Updated: 08/02/2016

Issue Number: 490528

Date Reported:
07/13/2016

Summary:
Screenshot: http://screencast.com/t/mreRvLTFZ

Alternative Solution:
remove the image or button and re-add it. No known workaround for removing it from the recipients list, other than creating a new email broadcast

Unable to configure rules for Date Fields in Decision Diamonds

Campaign Builder
Last Updated: 08/19/2016

Issue Number: 484086

Date Reported:
07/07/2016

Summary:
When attempting to configure a rule in a decision diamond using a date field, you are unable to select a date for the rule.

Alternative Solution:
Currently there is no alternative solution. This defect is currently on our Development Top 5 list for issue resolution. At this time we do not have an ETA.

INFORM: Having multiple tabs open can cause information to be saved to the incorrect record

E-Commerce
Last Updated: 12/03/2015

Issue Number: 2869

Date Reported:
06/30/2014

Summary:
Multi-tab usage on a browser may causes data to mix when saving. Most notably when viewing and editing multiple orders on multiple browser tabs.

Alternative Solution:
When editing and saving new content, make sure to only have a single tab open in the browser accessing your Infusionsoft account.

Viewing Historical Data in Campaign Opens Report With Incomplete Criteria

Last Updated: 08/02/2016

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.

Legacy Order Form Orders Achieve Purchase Goals Twice

Campaign Builder
Last Updated: 08/17/2016

Issue Number: 511047

Date Reported:
08/02/2016

Summary:
Clear and Concise Description: When you place an order via a legacy order form, it will achieve Campaign Purchase Goals twice. This does not happen with non-legacy order forms, non-legacy shopping cart orders, or legacy shopping cart orders.

Modify existing records search is displaying an oops error

Admin
Last Updated: 08/18/2016

Issue Number: 416652

Date Reported:
05/02/2016

Summary:
In some applications, navigating Data Cleanup, Modify Existing Records, then clicking "Go" produces an error page and does not allow the user to proceed to the import.

Alternative Solution:
There is a setting on the backend that can allow access to this import until the issue has been properly resolved. If you are experiencing this, please reach out to support via phone, chat, or online ticket submission with the details of your issue so they can implement the workaround.

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

Campaign Builder
Last Updated: 08/18/2016

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

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

Last Updated: 08/19/2016

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.

Unable to publish campaign if a period is placed between merge fields without spaces

Campaign Builder
Last Updated: 08/17/2016

Issue Number: 446587

Date Reported:
05/31/2016

Summary:
Unable to publish campaign if a period is placed between merge fields without spaces

Error Message Displaying When Editing Order Forms in Chrome

Last Updated: 08/19/2016

Issue Number: 528114

Date Reported:
08/18/2016

Summary:
When accessing an order form under E-Commerce Setup > Order Forms in Chrome, an error stating "Infusion.Authoring.Dirty.registerDirtyCheck is not a function" may appear at the top.

Alternative Solution:
Firefox can be used in the interim, as the error does not appear in Firefox. If Chrome is still being used, clicking "OK" on the error and refreshing the page will allow the order form to be accessible. Clearing cache and cookies in the browser may have it come up again, however following the same procedure will clear it out for the time being. The order form will still continue to function as intended.

Fields labels not appearing in responsive landing pages for some custom field types

Campaign Builder
Last Updated: 08/18/2016

Issue Number: 323665

Date Reported:
02/19/2016

Summary:
Fields labels not appearing in the newer responsive Landing Pages for some custom field types when you drag a field into the Landing Page. Here is a list of custom fields that are affected: Date Date/Time Day of Week Drilldown Month List Box Radio Dropdown State User User List Box Yes/No

Alternative Solution:
You can add a Paragraph snippet just above the custom field. And utilize that Paragraph as a label for the Custom Field.

Legacy Order Forms don't calculate shipping options when hosted outside Infusionsoft

Last Updated: 08/19/2016

Issue Number: 529441

Date Reported:
08/19/2016

Summary:
Legacy Order Forms do not calculate shipping options when hosted outside Infusionsoft. *Hosting order forms outside of Infusionsoft is not supported, so this will not be fixed by our development team* As a courtesy, we have provided replacement code you can use on your website, depending on which error you are receiving. Replacement code: http://pastebin.com/0vF9bhGm

Alternative Solution:
Replacement code: http://pastebin.com/0vF9bhGm

Unable to mark a 'Set Field Value' process in a campaign as Ready if the process is a copy

Campaign Builder
Last Updated: 08/05/2016

Issue Number: 367171

Date Reported:
03/30/2016

Summary:
If an existing 'Set Field Value' process within a campaign sequence is copied; either by the campaign being copied, the sequence, or only the process, the copy is not able to be set to "Ready". This only occurs if the 'Field Value' dropdown in the copy is not changed. This issue is currently on our developer's backlog however we do not have an ETA for a fix.

Alternative Solution:
Changing the 'Field Value' dropdown to a different field, then back to the desired field, will allow the process to be set to "Ready"

Email Status search only returning one result

Marketing
Last Updated: 08/05/2016

Issue Number: 424198

Date Reported:
05/09/2016

Summary:
Pulling up an Email Status Search with with the "Products" column displaying on report results in only one result populating for report.

Alternative Solution:
Remove the "Products" column from the report columns and the report should return correct results.

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.

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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

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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.