Last Updated Priority Category

ISSUE RESOLVED: June Update: Infusionsoft Payments Error

Last Updated: 06/02/2017

Issue Number: 781692

Date Reported:
05/16/2017

Summary:
We are currently investigating the cause of Infusionsoft Payments producing a [1016 Your app cannot access this version of the API] error. 8:30am Arizona time We have identified the cause of the error and are actively working on a solution. 9:45am Arizona time We are in the process of rolling back the update to the May Release. This process will take approx. 2 hours. During this time you may experience some intermittent slowness. 12:15PM Arizona time The rollback has been completed and the issue will no longer occur. Issue Resolved: Any open invoices that failed to charge during the time frame of 5/15 9:00pm through 5/16 12:15pm Arizona time, will automatically re-attempt the charge tonight. Attempts to add/update credit cards will need to be manually re-entered.

Alternative Solution:
Issue Resolved: Any open invoices that failed to charge during the time frame of 5/15 9:00pm through 5/15 12:15pm Arizona time, will automatically re-attempt the charge tonight. Attempts to add/update credit cards will need to be manually re-entered.

Calender Items Date Picker not updating widget

Last Updated: 07/20/2017

Issue Number: 817802

Date Reported:
06/28/2017

Summary:
The Calendar Date Picker in the Calendar widget will not automatically update the widget after selecting a Date. You need to click the Date field and hit enter to submit the date for updates.

Unable to create new password after expiration

Last Updated: 07/06/2017

Issue Number: 822449

Date Reported:
07/04/2017

Summary:
We are currently investigating the cause of error [Password policy rejected the provided insecure password.] after attempting to create a new password when prompted with the Expired Password page. 7/5/2017 8:00am MST Passwords containing special characters [non-alpha numeric] will trigger the error. We are looking to have this issue resolved with the July Update, eta 9:00pm MST 7/5/2017 for the majority of the applications and 7/6/2017 11:00am MST for APAC applications. Please check back here for updates.

Alternative Solution:
The password can be set by using the [Forgot your Password?] link via the login page. https://www.screencast.com/t/eSMmptQf Set a password using only alpha numeric characters only

Unable to login to Infusionsoft Sync for Outlook sidebar

Last Updated: 04/21/2017

Issue Number: 756582

Date Reported:
04/18/2017

Summary:
Users are experiencing issues logging into sidebar in Sync for Outlook.

Customerhub Password Reset Emails are not sending

Last Updated: 08/04/2017

Issue Number: 851988

Date Reported:
08/04/2017

Summary:
We are investigating the cause of Customerhub password reset emails not being sent. Please check back here for updates.

Videos Uploaded to CustomerHub stuck in the Fetching status

Last Updated: 08/04/2017

Issue Number: 851786

Date Reported:
08/04/2017

Summary:
We are currently investigating the cause of videos uploaded into CustomerHub get stuck in the Fetching status. Please check back here for updates.

ISSUE RESOLVED: Some email statuses are reflecting as non-marketable

Last Updated: 06/29/2017

Issue Number: 816801

Date Reported:
06/27/2017

Summary:
We are currently investigating reports of some email addresses in applications being changed to the Non-Marketable status. 6/27/2017 3:30pm AZ We have identified the cause and are working towards developing a solution. 6/27/2017 4:00pm AZ We have begun updating the email statues back to their original state and identifying all applications and email addresses affected. 6/27/2017 as of approx 8:00pm AZ all email statues have been updated to the correct status. If you experienced this issue, please see our article for more information and how to locate the affected contacts. http://help.infusionsoft.com/temporary-system-issue-june-26-2017

Alternative Solution:
If you experienced this issue, please see our article for more information and how to locate the affected contacts. http://help.infusionsoft.com/temporary-system-issue-june-26-2017

Navigation submenu and Favorites icon not loading for some apps

Last Updated: 10/06/2017

Issue Number: 885010

Date Reported:
09/07/2017

Summary:
We are currently investigating reports of some applications not displaying submenus or the Favorite icon.

ISSUE RESOLVED: Application and Email Slowness

Last Updated: 10/06/2017

Issue Number: 893189

Date Reported:
09/16/2017

Summary:
Saturday, September 16th, 2017 12:00pm MST We are currently investigating the cause of some applications and broadcasts experiencing slowness. Saturday, September 16th, 2017 2:00pm MST We are continuing to investigate the cause of slowness. There is no ETA at this time. Saturday, September 16th 5:30 PM MST We have resolve the issue causing application/email slowness. We apologize for any inconvenience this may have caused. Please check back here for updates.

Link click goals prompting missing ) after argument list error.

Last Updated: 04/13/2017

Issue Number: 581221

Date Reported:
10/10/2016

Summary:
Attempting to edit a link click goal with usually prompt an error stating: Missing ) after argument list

Some Starter Edition applications do not have the menu option for 'Admin > Users'.

Last Updated: 09/08/2017

Issue Number: 884510

Date Reported:
09/07/2017

Summary:
Some Starter Edition applications do not have the menu option for 'Admin > Users'. And some do show that menu option.

Infusionsoft System Maintenance September 15th and 16th

Last Updated: 10/13/2017

Issue Number: 887789

Date Reported:
09/11/2017

Summary:
In order to improve our software for you and your customers, Infusionsoft is scheduled for brief maintenance on Friday, September 15th from 8:00pm to 4:00am MST and Saturday, September 16th from 8:00pm to 4:00am. You may experience intermittent issues accessing Infusionsoft during this time. Please check back here for status updates. We apologize for the inconvenience and appreciate your patience

Error Initializing The Campaign Appearing When Loading Certain Campaigns

Last Updated: 07/20/2017

Issue Number: 753777

Date Reported:
04/13/2017

Summary:
Attempting to access some campaigns produces the error "Error Initializing The Campaign"

Alternative Solution:
After entering campaign, navigate to the Reporting view of the campaign, then back to the Edit view.

ISSUE RESOLVED: Some Users are seeing an Uh Oh! Error when attempting to login

Last Updated: 07/05/2017

Issue Number: 820081

Date Reported:
06/30/2017

Summary:
We are currently investigating the cause of some users receiving an [Uh oh! Looks like something went wrong!] error when attempting to login. 6/30/2017 4:40 PM MST We have identified the cause of the error and will be applying a fix with the 6/30 system maintenance. 6/30/2017 7:00PM MST The system maintenance has resolved the main cause of the error and will be resolved for most users that experienced it. We found the issue may occur again intermittently and are working towards identifying that cause. 7/2/2017 2:00pm MST We have applied an update to correct and instances of the Uh Oh error. We will continue to works towards providing a permanent solution. Please check back here for updates.

CustomerHub System Maintenance Wednesday, July 26th

Last Updated: 07/27/2017

Issue Number: 841224

Date Reported:
07/24/2017

Summary:
In order to improve our software for you and your customers, CustomerHub is scheduled for brief maintenance on Wednesday, July 26th from 9:00 pm to 11:00 pm MST. You may experience intermittent issues accessing CustomerHub during this time. We apologize for the inconvenience and appreciate your patience.

CustomerHub System Maintenance Monday, July 3

Last Updated: 07/05/2017

Issue Number: 821847

Date Reported:
07/03/2017

Summary:
In order to improve our software for you and your customers, Customerhub is scheduled for brief maintenance on Monday, July 3rd from 3:30pm to 4:00pm MST. You may experience intermittent issues accessing Customerhub during this time. Please check back here to stay informed on any status updates. We apologize for the inconvenience and appreciate your patience.

Infusionsoft System Maintenance Wednesday, August 9th 2017

Last Updated: 08/09/2017

Issue Number: 855747

Date Reported:
08/08/2017

Summary:
In order to improve our software for you and your customers, Infusionsoft is scheduled for brief maintenance on August 9th 2017 from 12:40 am to 12:50am MST. You may experience intermittent issues accessing Infusionsoft during this time. Please check back here to stay informed on any status updates. We apologize for the inconvenience and appreciate your patience.

Unable to add new users to Customerhub

Last Updated: 07/04/2017

Issue Number: 820336

Date Reported:
06/30/2017

Summary:
At this time we are unable to add new users to to Customerhub applications. 7/3/2017 1:00pm MST We have identified the cause and will be applying a patch today. Please check back here for updates.

Infusionsoft Mobile: iPhone users seeing Error 302 on login

Last Updated: 07/01/2017

Issue Number: 820527

Date Reported:
06/30/2017

Summary:
Customers using iPhones to access the Infusionsoft mobile app are currently unable to login. An error [Oops... Request failed:bad request 400 if the error persists please contact support. Error Code:302] will be displayed. 5:00 PM MST We have identified the cause of the error and will be applying a fix with the 6/30 system maintenance.

System Maintenance: Friday June 30, 2017

Last Updated: 07/03/2017

Issue Number: 819624

Date Reported:
06/29/2017

Summary:
In order to improve our software for you and your customers, Infusionsoft is scheduled for brief maintenance on Friday June 30 from 6:00pm to 7:00pm MST. You may experience intermittent issues accessing Infusionsoft during this time. Please check back here for updates stay informed on any status updates. We apologize for the inconvenience and appreciate your patience

Enter button not working in Advanced Contact Search

Last Updated: 10/06/2017

Issue Number: 883366

Date Reported:
09/06/2017

Summary:
Enter button not working in Advanced Contact Search. User can no longer press enter in a search to get their results. This is only affecting the Advanced Contact search and also the Company Search. Using the Quick Search for Contacts and Companies works fine.

Alternative Solution:
Using the Quick Search for Contacts and Companies works fine. This is only affecting the Advanced Contact search and also the Company Search.

CustomerHub System Maintenance Thursday, April 20th

Last Updated: 05/23/2017

Issue Number: 756526

Date Reported:
04/18/2017

Summary:
In order to improve our software for you and your customers, CustomerHub is scheduled for brief maintenance on Thursday, April 20th from 9:00 pm to 9:30 pm MST. You may experience intermittent issues accessing CustomerHub during this time. We apologize for the inconvenience and appreciate your patience.

Customerhub Password Reset Emails and Invitations Delayed

Last Updated: 09/08/2017

Issue Number: 883764

Date Reported:
09/06/2017

Summary:
Wednesday September 6, 2017 1:50pm PST The service we utilize to send Customerhub password reset emails (members) and user invitations is currently experiencing a system issue that is causing delays in emails to be sent. Please check back here for updates.

Company Custom Fields are not showing in the Company Records

Last Updated: 07/20/2017

Issue Number: 759374

Date Reported:
04/20/2017

Summary:
We are currently investigating the cause of Company Custom Fields not showing in the Company Records for some applications.

May Release: Unable to [Edit] or [Add new] merchant account in FF from the Payments Options area in E-commerce Setup

Last Updated: 07/20/2017

Issue Number: 760438

Date Reported:
04/21/2017

Summary:
We are currently investigating and issue where users are unable to [Edit] or [Add new] merchant account in FF from the Payments Options area in E-commerce Setup

Alternative Solution:
This issue only affects applications currently on the May Release. Please use Chrome as a temporary solution.

ISSUE RESOLVED: Infusionsoft.com domain currently listed on Spamhaus DBL

Last Updated: 10/17/2017

Issue Number: 917699

Date Reported:
10/16/2017

Summary:
Infusionsoft.com domain is currently listed on the Spamhaus DBL. All email sent from your application comes from the Infusionmail domain but if your email content contains infusionsoft.com links, you may be impacted. We are actively working with Spamhaus to delist our domain. Updates will be posted here as they become available Monday October 16, 2017 As of approx. 2:30 pm Arizona time, the Infusionsoft.com domain has been delisted from Spamhaus DBL.

ISSUE RESOLVED: Infusionsoft Payments 2001 AVS Mismatch Error Codes

Last Updated: 08/17/2017

Issue Number: 856885

Date Reported:
08/09/2017

Summary:
We are investigating why some Infusionsoft Payments payments are failing and returning a 2001 response code (AVS mismatch) despite the billing address matching with the credit card. This will be updated once the Infusionsoft Payments Engineering Team investigates and releases their findings. Wednesday, August 16th 11:00am Arizona time - The AVS mismatch error was being returned on attempted transactions with Credit Cards that did not list a country. We have released an update that has resolved this issue. If you encounter any new instances of this issue, please reach out to our Support team. Please check back here for more details.

Unable to copy web form from campaigns

Last Updated: 04/10/2017

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]

ISSUE RESOLVED: Some Users are unable to connect thier IDs to IS apps or Customerhub

Last Updated: 09/06/2017

Issue Number: 878513

Date Reported:
08/31/2017

Summary:
We are currently investigating the cause of some users being unable to connect their Infusionsoft IDs to applications or Customerhub. https://www.screencast.com/t/JvJmKoEpHT At this time no ETA is available but are anticipating having a solution implemented by 6:00pm MST Thursday August 31st. 4:00pm MST This issue has been resolved. You may need to have your admin re-send the email invitation. Please check back here for updates.

Some Apps: Broadcast Report Bounced Stats

Last Updated: 06/12/2017

Issue Number: 801708

Date Reported:
06/08/2017

Summary:
We have identified an issue that caused some Email Broadcast Reports to not show the number of email bounces. We are in the process of updating these statistics and all affected applications are expected to be updated by Monday June 6, 2017

Infusionsoft System Maintenance 6/12/17 and 6/13/17

Last Updated: 06/19/2017

Issue Number: 804189

Date Reported:
06/12/2017

Summary:
In order to improve our software for you and your customers, Infusionsoft is scheduled for brief maintenance on Friday, June 16th from 8:00pm to 4:00am MST and Saturday, June 17th from 8:00pm to 4:00am. You may experience intermittent issues accessing Infusionsoft during this time. Please check back here to stay informed on any status updates. We apologize for the inconvenience and appreciate your patience.

ISSUE RESOLVED: Infusionsoft Payments - Blank Screen When Trying to Connect Bank Account

Last Updated: 05/22/2017

Issue Number: 784334

Date Reported:
05/18/2017

Summary:
As of 11:30am MST, the below issue has been resolved. We are investigating an Infusionsoft Payments issue impacting the ability to connect your bank account to your Infusionsoft Payments account. This will be updated as soon as the issue is resolved.

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

Last Updated: 04/11/2017

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: 04/11/2017

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.

System Maintenance: Thursday July 7, 2017

Last Updated: 07/06/2017

Issue Number: 824621

Date Reported:
07/06/2017

Summary:
In order to improve our software for you and your customers, Infusionsoft is scheduled for brief maintenance on Thursday July 7, 2017 from 10:00am to 10:15am MST. You may experience intermittent issues accessing Infusionsoft during this time. 10:10am MST The maintenance has successfully completed. Please check back here to stay informed on any status updates. We apologize for the inconvenience and appreciate your patience.

ISSUE RESOLVED: Signin.infusionsoft.com Error

Last Updated: 07/13/2017

Issue Number: 827433

Date Reported:
07/10/2017

Summary:
We are currently investigating the cause of our general signin page displaying a [Health OK] error or appearing as unavailable. Please check back here for updates.

Alternative Solution:
Please navigate to the APPNAME.infusionsoft.com for direct access to your application.

Infusionsoft System Maintenance Friday, July 28th

Last Updated: 07/31/2017

Issue Number: 841593

Date Reported:
07/25/2017

Summary:
In order to improve our software for you and your customers, Infusionsoft is scheduled for brief maintenance on Friday, July 28th from 6:00pm to 7:00pm MST. You may experience intermittent issues accessing Infusionsoft during this time. Please check back here to stay informed on any status updates. We apologize for the inconvenience and appreciate your patience.

ISSUE RESOLVED: Infusionsoft Payments Error 1003 when Credit Card CVC begins with 0

Last Updated: 08/17/2017

Issue Number: 858857

Date Reported:
08/11/2017

Summary:
We are currently investigating the cause of Infusionsoft Payments triggering error (1003 (1003): Invalid parameter cvv) when the credit card cvc begins with 0. 8/14/2017 7:00am Arizona time - We have discovered the cause of the error and are in the process of developing a solution. Estimated resolution will be approx 10:00pm 8/14/2017 and 11:00 am 8/15/2017 for our Asia Pacific applications. 8/15/2017 10:00 am - We have resolved the issue that caused error 1003 if the credit card cvv (or CVC) began with zero. If your application has been identified as being affected by this issue, you will receive an in-app notification with details the next time you log in. Please check back here for updates.

ISSUE RESOLVED: Infusionsoft Mobile - Upload Failed Error

Last Updated: 08/23/2017

Issue Number: 869159

Date Reported:
08/22/2017

Summary:
August 22, 2017 9:00am We are currently investigating the cause of Infusionsoft Mobile displaying errors 601/2/4 in various areas of the application, such as using SNAP feature to add a contact.

API: Tasks and Appointments REST Hooks

Last Updated: 08/25/2017

Issue Number: 869631

Date Reported:
08/22/2017

Summary:
We have identified a system issue where the Tasks and Appointments REST Hooks can cause performance issues within some applications. As an immediate solution, we will be disabling the resthook for approximately 24 hours while we develop the fix. Please check back here for updates.

ISSUE RESOLVED/UPDATED: Email performance and delays

Last Updated: 08/30/2017

Issue Number: 875295

Date Reported:
08/29/2017

Summary:
Tuesday, August 29th 5:30am MST We have discovered and are currently investigating the cause of a delay in emails being delivered. The emails will show as Sent in the application however the contact will not immediately receive the email. The can affect broadcasts, campaign builder and test emails. Tuesday, August 29th 8:00am MST The issue causing email delays has been resolved. All emails that were sent during the affected time frame have successfully sent from our servers. The issue occurred from Monday, August 28th 10:00pm MST through Tuesday, August 29th at 8:00am MST Tuesday 10:30am MST - We continue to investigate if any email loss occurred during the affected time frame. We recommend re-sending any time sensitive broadcasts that were scheduled/sent between Monday, August 28th 10:00pm MST through Tuesday, August 29th at 8:00am MST. Please check back here for updates.

ISSUE RESOLVED: Broadcast Report Bounced Stats

Last Updated: 08/24/2017

Issue Number: 869944

Date Reported:
08/22/2017

Summary:
We have identified an issue that caused some Email Broadcast Reports to not show the number of email bounces. This issue is visual only and we are in the process of running an update to have the statistics recalculated for the affected applications. The update is expected to be completed over the next 72 hours and no additional action is needed on your part. We apologize for any inconvenience this may have caused.

Beta: New Landing Pages Redirecting Users to Marketo

Last Updated: 08/24/2017

Issue Number: 870504

Date Reported:
08/23/2017

Summary:
We are currently investigating the cause of New Landing Pages directing users to a [connection not secure] page, Marketo Login page. Previously published NLP will continue to function as normal and contacts will be able to successfully submit the form. We are looking at having a solution implemented by Thursday, August 24th

Modify Existing Records import is displaying an oops error

Admin
Last Updated: 04/11/2017

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.

Saved Task Note Report Not Honoring "Assigned To" or "Created By" or "Task Type" Field Criteria, and Actions Aren't Honoring the Criteria Either

Admin
Last Updated: 07/17/2017

Issue Number: 813986

Date Reported:
06/22/2017

Summary:
If you run the Task Note Reporting using "Assigned To" or "Created By" as search criteria, and then save that report, the saved report will not respect the "assigned to" criteria you used, and will instead display tasks assigned to (or created by) any user.

Alternative Solution:
Do not use a saved task note report, and instead run the search from scratch

ISSUE RESOLVED: Cannot Add New Users to Applications

Admin
Last Updated: 09/16/2017

Issue Number: 888446

Date Reported:
09/12/2017

Summary:
Tuesday, September 12, 2017 10:00am MDT We are currently experiencing an issue where new users are unable to be invited to applications. Tuesday, September 12, 2017 11:00am MDT We have identified the cause of the issue and are currently developing a fix. ETA for resolution is approx 11:00 pm MDT September 12, 2017 Tuesday, September 12, 2017 11:00pm MDT The issue has been resolved. We apologize for any inconvenience this may have caused.

Alternative Solution:
Asia Pacific (APAC) applications are not affected by this issue.

Issue Resolved: Unable to log into Infusionsoft application

Admin
Last Updated: 06/08/2017

Issue Number: 800117

Date Reported:
06/07/2017

Summary:
Some issues are currently happening where some people aren't able to connect to an Infusionsoft application. signin.infusionsoft.com is still accessible however any applications that you are a user on are not accessible.

Alternative Solution:
We are currently working to resolve this issue right now. As it isn't happening to everyone we believe it to be an issue with IP address. Try from a different device to work around the issue currently.

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

Admin
Last Updated: 08/30/2017

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. Issue is set to be resolved with the August release

ISSUE RESOLVED: Searches returning inaccurate results

Admin
Last Updated: 07/20/2017

Issue Number: 830332

Date Reported:
07/12/2017

Summary:
We are seeing issues with multiple reports in the application [Orders search, Campaign Contacts report, Task Note Report, Call History Summary, etc] where an initial search will return accurate results, but clicking Edit Criteria/Columns and altering the criteria will not return accurate results. Criteria and results may also change when clicking another page on the search results, or by sorting by a column. 7/13/2017 4:00 PM Arizona time - We have identified the root cause of the issue and are currently developing a solution. 7/14/2017 8:00 AM Arizona time - Development for a solution is ongoing with an anticipated resolution of 10:00 PM Arizona tonight. This ETA may be adjusted. As of 7/14/2017 9:00 PM Arizona time and 7/15/2017 11am Arizona time (Asia/Pacific Applications) the issue has been resolved. We found this issue affected the following reports and criteria combinations: -Campaign Contacts Report - Sequence Stop Date, Sequence Start Date -Orders Search - Order Title -Call History Summary - Action Type -Task Note Report - Task Type -Email broadcasts Report - Follow-up Sequence field * If any of the above saved searches/reports were created within the affected time frame, we recommend reviewing the criteria and re-saving it.

Alternative Solution:
As of 7/14/2017 9:00 PM Arizona time and 7/15/2017 11am Arizona time (Asia/Pacific Applications) the issue has been resolved. We found this issue affected the following reports and criteria combinations: -Campaign Contacts Report - Sequence Stop Date, Sequence Start Date -Orders Search - Order Title -Call History Summary - Action Type -Task Note Report - Task Type -Email broadcasts Report - Follow-up Sequence field * If any of the above saved searches/reports were created within the affected time frame, we recommend reviewing the criteria and re-saving it.

Infusionsoft Mobile Application Showing Errors When Accessing Certain Areas

Apps/API
Last Updated: 07/06/2017

Issue Number: 822777

Date Reported:
07/05/2017

Summary:
When attempting to use different features of the Infusionsoft Mobile application, the application may display various error messages. The errors may appear when viewing recents or snapping business cards. Examples of error codes would be 604 and 602. Android phones may alternatively just show [UPLOAD FAILED] when errors happen during the card snap process.

April Update: Infusionsoft Community Maintenance

Apps/API
Last Updated: 04/10/2017

Issue Number: 552671

Date Reported:
09/12/2016

Summary:
The wait is over! Check out our new and improved community at: http://community.infusionsoft.com/

ContactService.addWithDupChecking isn't allowing duplicate checking to be done within a set amount of time

Apps/API
Last Updated: 04/11/2017

Issue Number: 747256

Date Reported:
04/06/2017

Summary:
We have identified the change in the Infusionsoft API that caused a duplicate request error to be returned when the same data was sent into the ContactService.addWithDupcheck method with 5 minutes of each other. We are going to fix this issue so that if you submit a duplicate request, you’ll get the same contact id back as you did the first time you sent in the data. We will update this post when this fix goes live through a case that is created

Alternative Solution:
Add a 5 minute delay between when the same contact can be added to Infusionsoft and when they were last added.

Infusionsoft Sidebar/Sync for Gmail Not Loading in Browser, Cannot Download From Marketplace

Apps/API
Last Updated: 06/23/2017

Issue Number: 813381

Date Reported:
06/22/2017

Summary:
Infusionsoft Sidebar and Sync for Gmail plugins are not displaying in the browser when in use. Sidebar load times out or loads indefinitely. Also, the Sidebar and Sync for Gmail cannot be downloaded from the marketplace. We are working to restore access as soon as possible.

Saved Searches are returning a blank response body for getSavedSearchResultsAllFields and getSavedSearchResults for some reports

Apps/API
Last Updated: 08/30/2017

Issue Number: 800894

Date Reported:
06/08/2017

Summary:
Blank search results are being returned for the search service for all fields SearchService.getSavedSearchResultsAllFields. Alternatively the SearchService.getSavedSearchResults can be used to pull a list. This happens for the following: Contact Search Referral Partner Referral Report Opportunity Search Campaign Contacts Report Click Through Percentage Search By Contact Click Through Percentage Search By Email Sequence Step Recipients Customer Lifetime Value Report All other searches and reports have been tested and are not effected by this issue

Alternative Solution:
SearchService.getSavedSearchResults will currently work with these searches and reports if ScoreId1 isn't a returned field

Spaces Added Before Styled Text in Email Builders if Unstyled Text is Connected

Broadcast
Last Updated: 10/06/2017

Issue Number: 871102

Date Reported:
08/23/2017

Summary:
When an email is sent from the application, text in the email that has had its formatting changed in some way (color, bold, italics, hyperlinking) may have a space that appears before it if there is adjacent text. For example, if the styled text is between quotations, there will be a space added between the first quotation and the styled text. This is happening with both the Drag & Drop builder, the New Email Builder, and either code builder.

Tags created in the email builder and added to a category are not applied.

Broadcast
Last Updated: 10/06/2017

Issue Number: 887753

Date Reported:
09/11/2017

Summary:
When creating a new tag in the email builder and assigning to a category the tag is created but is not applied to contacts that click the link the tag is associated with.

Alternative Solution:
Create tag outside of the email and then selecting it in the email. Or create the tag in the email without a category. Then move the tag to the desired category after the email is sent.

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

Broadcast
Last Updated: 10/19/2017

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

ISSUE RESOLVED: Spaces Added at end of Hyperlinks and Styled Text When Email is Sent

Broadcast
Last Updated: 08/17/2017

Issue Number: 855363

Date Reported:
08/08/2017

Summary:
When an email is sent from the application, text in the email that has had its formatting changed in some way (color, bold, italics, hyperlinking) may have a space that appears after it. This is happening with the Drag & Drop builder, the New Email Builder, and the HTML/Code builders for both. 8/14/2017 We have discovered the cause of the error and are in the process of developing a solution. Estimated resolution will be approx 10:00pm 8/14/2017 and 11:00 am 8/15/2017 for our Asia Pacific applications.

Some non-admin Users are unable to send Broadcasts

Broadcast
Last Updated: 08/22/2017

Issue Number: 869084

Date Reported:
08/22/2017

Summary:
Tuesday August 22, 2017 8:00am We are currently investigating the cause of some non-admin users being unable to send a broadcast. On the Broadcast Checklist users are unable to select Schedule to Send Later or Send Now. Tuesday August 22, 2017 2:00pm Arizona time - We have identified the cause of the issue and are currently developing a fix. We are anticipating having a solution deployed to all applications by early morning on 8/23/2017. Please check back here for updates.

Alternative Solution:
As a temporary solution, emails can be created within Campaign Builder. Once the campaign is published, the contacts can be added via an Action or by using a Tag Goal to start. This issue does not affect Admin level users. Your application admin will be able to successful send any time sensitive broadcasts.

Space added after a hyperlink if text is set to bold or italic

Campaign Builder
Last Updated: 10/18/2017

Issue Number: 913228

Date Reported:
10/10/2017

Summary:
Spaces are being added after a hyperlink if the link text is formatted to bold or italic.

Alternative Solution:
Removing the Bold or Italic formatting from the text will remove the extra space.

Some Apps: Campaigns unable to be opened

Campaign Builder
Last Updated: 05/18/2017

Issue Number: 770197

Date Reported:
05/03/2017

Summary:
Some campaigns in apps will not open. All attempts to open campaigns will load the list of campaigns rather than the campaign builder. We are currently identifying the cause and will be implementing a solution as soon as it is available. At this time we do not anticipate any interruption to the campaign processes.

InputStream Errors Causing Issues with Campaign Emails, HTTP Post/Single Email Access

Campaign Builder
Last Updated: 07/20/2017

Issue Number: 771631

Date Reported:
05/04/2017

Summary:
We are seeing numerous locations in applications that are showing an error message stating " InputStream used to populate this filebox object, and was subsequently used/closed". This may affect Campaign emails, accessing and sending single emails in a contact record, or opening content in campaigns, like HTTP posts. We are working on isolating the issue and restoring functionality as soon as possible.

Clicking on Timers in sequences under the Campaign Reporting tab will throw up a 'Page Not Found' or display lines of code.

Campaign Builder
Last Updated: 05/04/2017

Issue Number: 635375

Date Reported:
12/05/2016

Summary:
Clicking on a Sequence Timer in a Campaign Sequence under the Reporting tab will display Page Not Found Error or will display lines of code.

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: 04/11/2017

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: 07/20/2017

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.

Some campaigns are not able to be published due to broken decision nodes

Campaign Builder
Last Updated: 04/10/2017

Issue Number: 715467

Date Reported:
03/01/2017

Summary:
Campaigns that have broken decision diamonds do not publish changes. A broken decision diamond can be identified if it does not open when double clicked.

Assign Category Action in Campaigns Search Does Not Function

Campaign Builder
Last Updated: 10/06/2017

Issue Number: 880487

Date Reported:
09/01/2017

Summary:
When attempting to assign a category to a list of campaigns from the Actions menu, the Apply Category function in the action Dropdown does not operate.

Legacy Order Form Orders Achieve Purchase Goals Twice

Campaign Builder
Last Updated: 07/20/2017

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.

Some Touchscreen Devices Are Unable to Click Blue Reporting Icons in Campaign Builder

Campaign Builder
Last Updated: 08/30/2017

Issue Number: 750343

Date Reported:
04/10/2017

Summary:
We are seeing reports of touchscreen computers unable to select the blue icons to view reporting in Campaign Builder. The icons do not appear, even when a mouse is being used.

Alternative Solution:
Disabling Touch Events API in Chrome allows the icons to appear and function when using a mouse. Disabling touch functions in Firefox, or disabling the touchscreen function on the computer will also allow the icons to function.

Test Emails from Campaign Builder are intermittently not attempting to send

Campaign Builder
Last Updated: 06/12/2017

Issue Number: 559920

Date Reported:
09/19/2016

Summary:
Campaign builder test emails are failing to send when using the default builder.

Alternative Solution:
We recommend creating a test contact and adding them to the campaign. Campaign items can be selected to "send now" from the contact record campaign tab.

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

Campaign Builder
Last Updated: 10/06/2017

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.

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

Campaign Builder
Last Updated: 04/11/2017

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.

Assign Category Action in Campaigns Search Does Not Function

Campaign Builder
Last Updated: 10/19/2017

Issue Number: 909264

Date Reported:
10/05/2017

Summary:
When attempting to assign a category to a list of campaigns from the Actions menu, the Apply Category function in the action Dropdown does not operate.

Legacy emails do not copy from another campaign

Campaign Builder
Last Updated: 04/24/2017

Issue Number: 702704

Date Reported:
02/15/2017

Summary:
When trying to [Copy from Campaign] for a legacy email in the Campaign Builder, there is no response and the email does not copy in.

Legacy emails do not copy from another campaign

Campaign Builder
Last Updated: 04/24/2017

Issue Number: 702704

Date Reported:
02/15/2017

Summary:
When trying to [Copy from Campaign] for a legacy email in the Campaign Builder, there is no response and the email does not copy in.

Merge Fields do not Work in the To Address Field in the New Email Builder

Campaign Builder
Last Updated: 10/19/2017

Issue Number: 763156

Date Reported:
04/25/2017

Summary:
When creating or editing an email using the new email builder, the To field does not allow for using a merge field. It will display an error stating to use a valid email address instead.

Contact Creation Delays on Beta Landing Page Submissions

Campaign Builder
Last Updated: 10/19/2017

Issue Number: 917676

Date Reported:
10/16/2017

Summary:
When filling out a Beta landing page in the application, the contact submitted through the landing page is not created in Infusionsoft right away. Our Development team is currently investigating the issue.

Alternative Solution:
Form submission information is still presently being received but contact creation may be delayed. These delays are being investigated but contacts should be created as these submissions are processed.

HTML code for a web form does not include Snippets

Campaign Builder
Last Updated: 07/20/2017

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.

ISSUE RESOLVED: Error 640 on some webform submissions

Campaign Builder
Last Updated: 05/16/2017

Issue Number: 778918

Date Reported:
05/12/2017

Summary:
We are currently investigating the cause of error 640 appearing on some webform submissions. 10:00am Arizona time We have identified the cause and are working towards implementing a solution. 11:30am Arizona time - We are currently deploying a solution for the cause of Error 640 on some webform submissions. During this time you may experience the following: - Temporary slowness when navigating through the application - Some slowness to system actions running - Login slowness This is a rolling deployment and will be updating applications in batches. We expect all applications to be updated by 5:00pm Arizona time. 5/12 2:35 PM Arizona time - This issue has been resolved for all applications Please check back here for more details.

New Landing Pages Displaying Incorrectly in Certain Browsers

Campaign Builder
Last Updated: 07/13/2017

Issue Number: 817346

Date Reported:
06/27/2017

Summary:
After creating and publishing a new landing page, that landing page displays with issues in browsers other than Chrome. Firefox and IE will not display page elements the same way, or items may be missing.

Alternative Solution:
We have resolved this issue as of 7/12/2017. Please republish the campaign the New Landing Page was built in to resolve the cross browser rendering.

ISSUE RESOLVED: Unable to install Campaigns from the Marketplace.

Campaign Builder
Last Updated: 08/31/2017

Issue Number: 876885

Date Reported:
08/30/2017

Summary:
When trying to install campaigns from the Campaign Marketplace you will get an error message saying: ([Something's gone awry] Contact support for assistance} and the Campaign will not be able to be downloaded. We are aware of this issue and are working to resolve it as soon as possible. There is no workaround at this time.

Alternative Solution:
If you continue to see the error, please clear your browser cache and try again.

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

CRM
Last Updated: 04/11/2017

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.

Creating an Order from within an Opportunity Record error

CRM
Last Updated: 10/19/2017

Issue Number: 742745

Date Reported:
03/31/2017

Summary:
While attempting to create an Order via an Opportunity record, a [Page Not Found] error will occur and the order does not get created. https://www.screencast.com/t/fDztYBbB5

Alternative Solution:
The order can be manually created from within the Contact record, Orders tab.

Contact email history displaying created date/time instead of sent date/time

CRM
Last Updated: 10/13/2017

Issue Number: 878664

Date Reported:
08/31/2017

Summary:
Contact email history displaying created date/time instead of sent date/time for broadcasts. This happens if you create a broadcast and then schedule it to go out in the future. When the email is sent out the contact record should show the the sent date and time but it is displaying the date and time that the broadcast was created.

Action to Print Labels produces a blank document

CRM
Last Updated: 08/03/2017

Issue Number: 821806

Date Reported:
07/03/2017

Summary:
Action to Print Labels produces a blank document. No contact information is merging into the document.

Alternative Solution:
Currently the only way to create labels is to export the names and addresses of the contacts and manually create the labels following the mail merge steps for MS Word: https://support.office.com/en-us/article/Create-and-print-labels-using-mail-merge-276a2cd1-74d2-43d0-ab5a-b90460358ad5

Tags not visible due to second No Category being created.

CRM
Last Updated: 07/20/2017

Issue Number: 832168

Date Reported:
07/14/2017

Summary:
Tags that are created without a category will cause the system to create a new [No Category] in additional the default [No Category]. This causes the system to not display all of the tags due to the duplicate category name in the database. We are currently investigating the cause. Please check back here for updates.

Alternative Solution:
When creating a new tag be sure to assign it to a category. If you do not want it in a category you can create a new category to put tags in until we resolve the issue. Once resolved you can then change the tag back to no category. (Please note there is not a way to move tags to categories in bulk.)

Internal forms used to add/update email fields are setting the email status to non-marketable

CRM
Last Updated: 07/20/2017

Issue Number: 834514

Date Reported:
07/17/2017

Summary:
We are currently investigating the cause of email address statuses not getting set to [unconfirmed marketable] when the email addresses is entered/updated using an Internal Form. Please check back here for updates.

Alternative Solution:
Adding contacts using the quick-add or standard form will set the contacts to the marketable status

Saved Search Dropdown Not Showing Before a Search

CRM
Last Updated: 08/31/2017

Issue Number: 875843

Date Reported:
08/29/2017

Summary:
When accessing a search in the application, the Saved Search dropdown does not appear until an actual search is run. Tuesday August 29th We have identified the cause of the dropdown not appearing and are currently working towards a solution. Please check back here for updates.

Alternative Solution:
Running a search will have the dropdown show after a search is run.

ISSUE RESOLVED: Customerhub url from manage accounts is directing to .com instead of .net

CustomerHub
Last Updated: 06/30/2017

Issue Number: 819967

Date Reported:
06/30/2017

Summary:
We are experiencing an issue where Infusionsoft users attempting to login to Customerhub via Manage Accounts will be directed to a [Server Not Found] page.

Alternative Solution:
After clicking the Customerhub link from Manage accounts, edit the URL (web address) from: https://appname.customerhub.COM/admin to: https://appname.customerhub.NET/admin This issue does not affect member logins.

RESOLVED: Customerhub Temporarily Unavailable

CustomerHub
Last Updated: 06/05/2017

Issue Number: 797763

Date Reported:
06/05/2017

Summary:
6/5/2017 10:50am Arizona time We are currently investigating the cause of Users and Members receiving a "We're sorry, but something went wrong" error upon login. 6/5/2017 11:15am Arizona Time The issue has been resolved. Please check back here for updates.

ISSUE RESOLVED: Customerhub Uploaded Videos do not display preview or play

CustomerHub
Last Updated: 10/20/2017

Issue Number: 929341

Date Reported:
10/19/2017

Summary:
We are currently investigating an issue with recently uploaded video and audio files not displaying or playing in Customerhub. Preliminary results point to an issue with our file hosting provider. Please check back here for updates.

Alternative Solution:
Any files uploaded during the affected time frame will need to be re-uploaded

Saves reports not retaining the start date of date ranges

E-Commerce
Last Updated: 04/11/2017

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

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

E-Commerce
Last Updated: 08/30/2017

Issue Number: 515381

Date Reported:
08/05/2016

Summary:
The Reset Failed Attempts Button on Order Records Is not Resetting Failed Attempts, Causing Orders To Not Continue Autocharging This issue will be resolved with our upcoming August Update scheduled to be release in early August.

ISSUE RESOLVED: Duplicate/Multiple orders created from order form submissions

E-Commerce
Last Updated: 04/17/2017

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 invoices are being sent to contacts

E-Commerce
Last Updated: 08/30/2017

Issue Number: 856079

Date Reported:
08/09/2017

Summary:
In instances where an invoice would be sent to contact, two identical invoices are sent instead of a single invoice 8/14/2017 - We have discovered the cause of the error and are in the process of developing a solution. Estimated resolution will be approx 10:00pm 8/14/2017 and 11:00 am 8/15/2017 for our Asia Pacific applications.

June Release (r66): Cannot View Secure Credit Card Info in Contact Record

E-Commerce
Last Updated: 07/20/2017

Issue Number: 789972

Date Reported:
05/25/2017

Summary:
When a user goes to view a credit card number under Orders tab in a Contact Record, and the View Secure Credit Card Info item is clicked, the window grays out and does not display the box to enter a password and view the card number.

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

E-Commerce
Last Updated: 04/11/2017

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.

JSON parse error when creating a promotion code

E-Commerce Setup
Last Updated: 08/30/2017

Issue Number: 529544

Date Reported:
08/19/2016

Summary:
Error message "There was an error while saving your settings (parsererror,SyntaxError: JSON.parse: unexpected character at line 1 column 1 of the JSON data) is received when creating a promotion code from within the criteria of a promotion.

Alternative Solution:
Saving the promo code again should have the code work in the cart as intended, as does adding the code from the Promo Codes area under E-Commerce/ E-Commerce/Setup.

Order Forms are producing errors when navigating the order form

E-Commerce Setup
Last Updated: 04/10/2017

Issue Number: 745581

Date Reported:
04/04/2017

Summary:
The following error can be seen when viewing the console of an order: Uncaught TypeError: Infusion.Ecomm.OrderForms.initPaymentSelection is not a function at HTMLDocument.<anonymous>

Paypal Payflow Pro Credentials are not being saved

E-Commerce Setup
Last Updated: 05/04/2017

Issue Number: 765500

Date Reported:
04/27/2017

Summary:
When entering credentials into the paypal payflow pro fields in payment types and saving the page, then the page returns as saved but the credentials are not saved. If you currently have Payflow Pro credentials entered this will not impact you. But please do not save the payment types page until this is resolved.

UPS Shipping not loading/connecting

E-Commerce Setup
Last Updated: 08/03/2017

Issue Number: 849457

Date Reported:
08/02/2017

Summary:
The UPS integration attempts to connect and shows loading for a brief time and then never loads.

Alternative Solution:
Set up another Shipping Option that is not UPS.

POP Inbox Not Displaying New Emails

Main Nav
Last Updated: 10/16/2017

Issue Number: 896172

Date Reported:
09/19/2017

Summary:
In the POP Inbox, after clicking the Get Email button, it shows a [completed successfully] message but does not display the emails in the inbox.

Time picker Error 400 error - Bad Request

Main Nav
Last Updated: 07/13/2017

Issue Number: 818469

Date Reported:
06/28/2017

Summary:
When using the time picker in myday or chunky view a bad request is throw for showing the full calendar

Calendar Week View Not Showing Saturday Appointments or Tasks

Main Nav
Last Updated: 08/30/2017

Issue Number: 832162

Date Reported:
07/14/2017

Summary:
Calendar Week View Not Showing Saturday Appointments or Tasks If you have any tasks or appointments scheduled for any Saturday, the week view of the calendar will not show them. We are currently investigating the cause. Please check back here for updates.

Alternative Solution:
Use Month view or Day view

Unable to access Manage from application

Main Nav
Last Updated: 10/06/2017

Issue Number: 850773

Date Reported:
08/03/2017

Summary:
We are currently investigating the cause of some users not being able to access the Manage Accounts area from the link within Infusionsoft.

Alternative Solution:
Please use the below link to directly access your Account Central page. https://accounts.infusionsoft.com/app/central/home

Blank widgets are present on some user's dashboards that cannot be removed.

Main Nav
Last Updated: 08/30/2017

Issue Number: 843213

Date Reported:
07/26/2017

Summary:
Blank widgets are present on some user dashboards that cannot be removed/deleted. We are currently investigating the cause.

POP Inbox Not Displaying New Emails

Main Nav
Last Updated: 09/14/2017

Issue Number: 866382

Date Reported:
08/18/2017

Summary:
In the POP Inbox, after clicking the Get Email button, it shows a [completed successfully] message but does not display the emails in the inbox.

Email Status search only returning one result

Marketing
Last Updated: 07/20/2017

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.

DKIM sometimes fails to 3rd parties with a body hash mismatch error

Marketing
Last Updated: 10/11/2017

Issue Number: 755301

Date Reported:
04/17/2017

Summary:
We are currently investigating the cause of DKIM sometimes failing with a body hash error. Gmail (and other providers) will show the [via infusionmail.com] when DKIM does not validate.

Spam score is not displaying in marketing templates, campaign builder legacy emails and classic broadcasts

Marketing
Last Updated: 10/19/2017

Issue Number: 836761

Date Reported:
07/19/2017

Summary:
Spam score is not displaying in marketing templates, campaign builder legacy emails and classic broadcasts We are currently investigating the cause.

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

Twitter Updates




Contact Us

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.