Last Updated Priority Category

CustomerHub System Maintenance Friday, December 2

Last Updated: 11/15/2016

Issue Number: 617569

Date Reported:
11/15/2016

Summary:
In order to improve our software for you and your customers, CustomerHub is scheduled for brief maintenance on Friday, November 18th from 9:00 pm to 10:00 pm MST. You may experience intermittent issues accessing CustomerHub during this time. We apologize for the inconvenience and appreciate your patience.

Infusionsoft Community Maintenance

Apps/API
Last Updated: 10/27/2016

Issue Number: 552671

Date Reported:
09/12/2016

Summary:
The Infusionsoft Community page, including forums, is currently undergoing maintenance. This maintenance includes security features and updates. At this time we do not have an ETA on when the site changes will be completed. Please check back here for updates.

Email Broadcasts send rate

Broadcast
Last Updated: 11/30/2016

Issue Number: 630925

Date Reported:
11/30/2016

Summary:
Email Broadcasts send rate

Address Block not consistently updated when using BARD emails

Campaign Builder
Last Updated: 11/16/2016

Issue Number: 611656

Date Reported:
11/08/2016

Summary:
*Clear and concise description of the problem: In SOME instances of copied campaigns, the address block doesn't actually update in the new Email Builder until the email is modified and republished. It displays with the new address block inside of the actual builder, but when previewing, or sending the email, the old address block displays. We are working on this as a high priority, but please look for updates on this page.

Set Field Value in Campaign Builder Cannot be set to Ready When Using a Date/Time Custom Field

Campaign Builder
Last Updated: 10/27/2016

Issue Number: 250502

Date Reported:
09/25/2015

Summary:
When adding a Set Field Value Process in our Campaign Builder, it cannot be set to Ready status when you are using it to set a value in a Date/Time Custom Field.

Alternative Solution:
Drag over the Set Field Value object and use it to set the value of a different field type, such as a Text custom field. Make it Ready, and then click the Back to Sequence button. Open the Set Field Value object once more and then switch it to your Custom date field. The Ready status should remain on it and allow you to publish it as well.

Firefox preventing Gmail sync from being downloaded

Apps/API
Last Updated: 09/14/2016

Issue Number: 555001

Date Reported:
09/14/2016

Summary:
Firefox Add on signing is preventing the Sync for Gmail Plugin from being downloaded. The developers are looking into getting this resolved.

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.

Legacy Order Form Orders Achieve Purchase Goals Twice

Campaign Builder
Last Updated: 09/14/2016

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.

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

Campaign Builder
Last Updated: 09/14/2016

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

Merge Fields do not work in the From: address for NEW email Builder.

Broadcast
Last Updated: 12/04/2016

Issue Number: 633087

Date Reported:
12/01/2016

Summary:
Merge Fields do not work in the "from" address for NEW email Builder.

Alternative Solution:
If you need to use a merge field for the "From:" address you will need to use the classic emails.

Clicking the Reset Failed Attempts button does not allow orders to attempt another charge.

E-Commerce
Last Updated: 10/27/2016

Issue Number: 515381

Date Reported:
08/05/2016

Summary:
The Reset Failed Attempts Button on Order Records Isn't Resetting Failed Attempts, Causing Orders To Not Continue Autocharging After clicking the Reset Failed Attempts button on an order record, the system shows an Invoice pay attempts reset successfully message, but if you wait for the system to auto-charge, stealth payment attempt history shows Exceeded max number of charge attempts, meaning it doesn't seem to actually reset the failed attempts.

Responsive HTML emails are not creating Track IDs for hyperlinks

Marketing
Last Updated: 10/18/2016

Issue Number: 589719

Date Reported:
10/17/2016

Summary:
We are currently investigating an issue with HTML responsive emails not appending a class=inf-track-###.

Alternative Solution:
At this time there is no alternative solution for tracking clicks in HTML styled emails. This issue does not affect Legacy Email HTML builders.

Email Status search only returning one result

Marketing
Last Updated: 08/25/2016

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.

Viewing Historical Data in Campaign Opens Report With Incomplete Criteria

Campaign Builder
Last Updated: 09/29/2016

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.

Modify existing records search is displaying an oops error

Admin
Last Updated: 08/25/2016

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.

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

Campaign Builder
Last Updated: 09/19/2016

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.

Emails sent to hotmail and outlook email addresses display in mobile format on outlook.live.com

Broadcast
Last Updated: 09/29/2016

Issue Number: 503411

Date Reported:
07/26/2016

Summary:
Sending email from the Beta builder to contacts with hotmail.com or outlook.com addresses (and possibly msn.com and live.com) will only display the email in it's mobile format when accessing them from Outlook Mail (outlook.live.com).

Unable to adjust width of responsive landing page fields

Campaign Builder
Last Updated: 09/14/2016

Issue Number: 439937

Date Reported:
05/24/2016

Summary:
Using the FIELD WIDTH setting under Layout & Settings in responsive landing pages no longer changes the width of the fields added to landing pages; fields fill the entire width of available areas

If Users are utilizing the same email address within application the FROM field in a single email will only display the most recently added user

CRM
Last Updated: 09/29/2016

Issue Number: 408597

Date Reported:
04/27/2016

Summary:
If user records are utilizing the same primary email address then single emails only acknowledge the highest user ID. Campaign and broadcast FROM dropdowns still show all users.

Deleting user's signature image inhibits the ability to edit the user record

Admin
Last Updated: 10/26/2016

Issue Number: 559524

Date Reported:
09/19/2016

Summary:
Using the new signature feature: If an image is added for a user and then deleted from the application's filebox, the user record will no longer be accessible. The user will still be able to login and user the application, but will not be able to edit the user record.

Alternative Solution:
Support can escalate a case to our database team to fix the user record.

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.

How to Use

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

      High means immediately

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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.