Last Updated Priority Category

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.

ISSUE RESOLVED:Customerhub SSL Certificate Expired

CustomerHub
Last Updated: 03/09/2017

Issue Number: 721654

Date Reported:
03/08/2017

Summary:
We are currently investigating the cause of Customerhub SSL certificate appearing as expired. We are currently working with our domain provider to resolve this issue. Estimated ETA for resolution is today. Please check back here for updates. As of approx 1:30pm MST this issue has been resolved.

Alternative Solution:
Customerhub can be accessed by adding a security exception. Click Advanced - Add Exception - Confirm Security Exception

Duplicate/Multiple orders created from order form submissions

E-Commerce
Last Updated: 03/01/2017

Issue Number: 703065

Date Reported:
02/15/2017

Summary:
Order Forms with custom code can sometimes take sometime to process which therefore allows the contact to hit place order multiple times.

Alternative Solution:
Limit the use of custom code in order forms.

Duplicate/Multiple orders created from order form submissions

E-Commerce
Last Updated: 03/01/2017

Issue Number: 703065

Date Reported:
02/15/2017

Summary:
Order Forms with custom code can sometimes take sometime to process which therefore allows the contact to hit place order multiple times.

Alternative Solution:
Limit the use of custom code in order forms.

DKIM not being signed for Outlook

Marketing
Last Updated: 03/13/2017

Issue Number: 677016

Date Reported:
01/19/2017

Summary:
Emails sent to Outlook will display -on behalf of- after DKIM has been setup. We are looking to have a fix implemented in the upcoming March release. Please check back here for updates.

Alternative Solution:
Updated: We are looking to have this issue resolved with the April update.

Error Initializing The Campaign Appearing When Loading Certain Campaigns

Campaign Builder
Last Updated: 03/15/2017

Issue Number: 568431

Date Reported:
09/27/2016

Summary:
When accessing certain campaigns, the "There Was an Error Initializing the Campaign Builder" message displays and the campaign does not load.

Alternative Solution:
After the error displays, clicking Reporting at the top, then Edit may have the campaign display as intended.

The Web Page automation goal not being triggered when navigating to tracked pages

Last Updated: 01/27/2017

Issue Number: 677247

Date Reported:
01/19/2017

Summary:
The Web page automation goal is not being triggered when tracking cookie is present in browser and user independently navigates to tracked pages.

Appointments that are set to a date/time field throw an error and cannot be opened

Last Updated: 02/08/2017

Issue Number: 683890

Date Reported:
01/26/2017

Summary:
If you set the time field in an appointment within the campaign builder to a date/time field, an error is thrown and you are unable to re-enter the appointment after closing.

Time Zone field not present in Web Form

Campaign Builder
Last Updated: 12/15/2016

Issue Number: 645302

Date Reported:
12/14/2016

Summary:
Time Zone field not present in Web Forms with Titles that have a line break. If the Title of the web form is in two lines or contains a line break the hidden field to collect time zone is not present on the form and therefore cannot collect the time zone information of the contact filling out the form.

Alternative Solution:
Use a shorter title for your forms or do not create a line break in the title of your form.

INVOICES QUOTES - Logo appears stretched instead of centered on the Invoice Email

Admin
Last Updated: 02/08/2017

Issue Number: 529810

Date Reported:
08/19/2016

Summary:
When viewing quotes or invoices in Outlook the image is stretched out or distorted in certain versions of Outlook, 2013 and later. We are currently investigating a solution.

Alternative Solution:
In most cases, resizing the image outside of Infusionsoft to smaller dimensions will resolve the issue. Our recommended logo parameters can be found on our help center: http://help.infusionsoft.com/userguides/get-started/initial-setup-checklist/upload-your-company-logo

Clicking on Timers in sequences under the Campaign Reporting tab will throw up a 'Page Not Found' error.

Campaign Builder
Last Updated: 02/14/2017

Issue Number: 635375

Date Reported:
12/05/2016

Summary:
If you click on a Sequence Timer in a Campaign Sequence under the Reporting tab, you will be presented with a "Page Not Found Error".

Alternative Solution:
You can find the Contacts under the Campaign by using the Campaign Contacts Waiting Report under the Marketing Reports.

Address Block not consistently updated when using BARD emails

Campaign Builder
Last Updated: 02/08/2017

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.

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.

Decision Diamonds are not honoring the letter "L"

Campaign Builder
Last Updated: 02/17/2017

Issue Number: 705725

Date Reported:
02/17/2017

Summary:
When a decision diamond is created and the logic is setup to look for a specific character the "L" will not be accepted. For example if the logic is looking for contacts cities that start with specific letters and that letter is L it will not be accepted.

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.

Snap/Infusionsoft Mobile Scanned business cards are being transcribed inaccurately

Apps/API
Last Updated: 02/16/2017

Issue Number: 704560

Date Reported:
02/16/2017

Summary:
Snap/Infusionsoft Mobile App Scanned business cards intermittently are being transcribed inaccurately.

Alternative Solution:
If a card is transcribed inaccurately you can either re-scan the card or fix the entered info in the approval process.

Modify Existing Records import is displaying an oops error

Admin
Last Updated: 02/08/2017

Issue Number: 696069

Date Reported:
02/08/2017

Summary:
In some applications, navigating to 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:
A backend setting of Automatic Table Linking enabled is causing this issue. If you are experiencing this, please reach out to support via phone, chat, or online case submission with the details of your issue so they can implement the workaround.

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.

Billing address with Parentheses in name are causing error (invalid country/state) when sent to some merchants

E-Commerce
Last Updated: 12/14/2016

Issue Number: 645236

Date Reported:
12/14/2016

Summary:
intermittently billing address with parentheses in name are causing error (invalid country/state) when sent to some merchants

R63 Campaign Builder: Unable to Right Click and copy/delete/convert goals

Campaign Builder
Last Updated: 02/23/2017

Issue Number: 710045

Date Reported:
02/23/2017

Summary:
March Release Campaign Builders goals cannot be copied, deleted, or converted using the Right Click function We are currently investigating the cause of this issue.

Alternative Solution:
Goals can copied by Left Clicking and Dragging the goal to an empty area of the canvas.

Saves reports not retaining the start date of date ranges

E-Commerce
Last Updated: 02/17/2017

Issue Number: 705660

Date Reported:
02/17/2017

Summary:
Reports that were created with date ranges previously to the February release are getting the start date stripped.

Alternative Solution:
re-entering the date and saving fixes the problem

Including Custom Field Columns in Email Status Search Produces Error

Marketing
Last Updated: 03/13/2017

Issue Number: 724269

Date Reported:
03/10/2017

Summary:
When including the column of a custom field in the search results of an Email Status Search, no results populate and a message appears stating an unexpected error has occurred. Any saved searches that contain custom field columns will not open and will produce an error.

Alternative Solution:
When running the Email Status Search, remove or do not include columns of custom fields.

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.

Editing a Copied Web Form Will Also Edit the Original Web Form

Last Updated: 03/06/2017

Issue Number: 719319

Date Reported:
03/06/2017

Summary:
Intermittently, when you copy a web form and edit the copy of the web form, it will also edit the original web form.

Alternative Solution:
Exit campaign builder after you copy the form but before you edit the copy

ID number is no longer present when doing a contact quick search.

CRM
Last Updated: 01/18/2017

Issue Number: 675221

Date Reported:
01/18/2017

Summary:
ID number is no longer present when doing a contact quick search.

Alternative Solution:
Use the advanced search or main search option to obtain the ID number of contacts

Unable to copy web form from campaigns

Last Updated: 02/08/2017

Issue Number: 670371

Date Reported:
01/12/2017

Summary:
When clicking [Actions] in a web form and selecting to [Copy From Campaign], after copying web form displays error that reads [There was an error loading content]

HTML code for a web form does not include Snippets

Campaign Builder
Last Updated: 01/20/2017

Issue Number: 677118

Date Reported:
01/19/2017

Summary:
Any of the items on the snippets tab of a web form are not actually included in the HTML for the web form. After adding one of these snippets and publishing the web form the HTML code sytled or unsytled are not included.

Alternative Solution:
Use the javascript or hosted version of the web form.

New Email Builder not recognizing change when a tag is added/removed to an exiting url

Campaign Builder
Last Updated: 02/08/2017

Issue Number: 678111

Date Reported:
01/20/2017

Summary:
Adding tags to an email will not mark the email as needing to be published

Alternative Solution:
Making any change to the email will allow it to be published. For example, adding a space and removing it will trigger the change.

Some reports/searches criteria is reset after using [Back to report] links

Broadcast
Last Updated: 02/08/2017

Issue Number: 642261

Date Reported:
12/12/2016

Summary:
In some reports and searches, when a record is opened and a [Back to report] link is used to navigate back, the reports criteria is reset instead of the results being repopulated

Cannot Manually Add Order Item if Both Cost/Unit and Price/Unit Are Not Set

E-Commerce
Last Updated: 02/01/2017

Issue Number: 685377

Date Reported:
01/27/2017

Summary:
When going into an order to add an order item, and no Price/Unit and Cost/Unit (if applicable) is set manually, the system throws a java.lang.NullPointerException error.

Alternative Solution:
When adding an order item, setting a value for Price/Unit (and Cost/Unit if it is shown) manually even if the value is 0 will allow the order item to be saved.

Users are unable to clone contacts if permission to delete contacts is set to NO

Admin
Last Updated: 02/08/2017

Issue Number: 679886

Date Reported:
01/23/2017

Summary:
If a user permission to delete contact records is set to [No], then the user will not be able to clone contacts. The clone button will appear within contact records but clicking the button takes no action.

Email Status search only returning one result

Marketing
Last Updated: 02/08/2017

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.

Special Characters Changing/Appearing in Campaign Builder Sequence/Goal Names

Campaign Builder
Last Updated: 02/15/2017

Issue Number: 649419

Date Reported:
12/19/2016

Summary:
There are special characters that are now showing in some campaign sequence and goal names in multiple applications that were not present prior. Most examples show special characters, such as  are being added to the names of the sequence/goal, and other examples showing other special characters being converted from something like ä to ä.

Alternative Solution:
The characters can be deleted from the description by clicking on the name, and making the change to the text.

Using the Quick Search contact that have No Name no longer displays No Name

CRM
Last Updated: 02/15/2017

Issue Number: 685733

Date Reported:
01/27/2017

Summary:
If you are using the quick search to find contact and the contact does not have a name. The [No Name] is not appearing and therefor you are not able to click into the record.

Alternative Solution:
If you hit [Enter] on your keyboard when performing a Quick Search the [No Name] will display.

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: 02/08/2017

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: 02/08/2017

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.

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

Broadcast
Last Updated: 02/15/2017

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.

Subscription revenue summary report is not taking into account quantity in its calculation

E-Commerce
Last Updated: 02/08/2017

Issue Number: 664709

Date Reported:
01/06/2017

Summary:
When you have a subscription added to a record with a quantity higher than 1 it reads it as 1 in the amount and total billed in the subscription revenue summary report. So say the product is $1.00 and they customer has a quantity of 5. The subscription revenue summary report will display the amount and amount billed as $1.00 not $5.00.

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.