Last Updated Priority Category

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: 01/04/2018

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: 12/07/2017

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.

Campaign Opportunities Created in Stage with Multiple Checklist Items will Display Duplicates

Campaign Builder
Last Updated: 12/07/2017

Issue Number: 807415

Date Reported:
06/15/2017

Summary:
Opportunities created from Campaign into a stage that has a Checklist with multiple options, will create the Opportunity and display duplicates of those checklist options.

Sharing a shared dashboard widget to an additional user will display blank

Main Nav
Last Updated: 02/16/2018

Issue Number: 994789

Date Reported:
12/29/2017

Summary:
Sharing a shared dashboard widget to an additional user will display blank

Date picker appearing below Date or Date/Time custom fields

Campaign Builder
Last Updated: 01/04/2018

Issue Number: 910552

Date Reported:
10/06/2017

Summary:
When editing a web form, and adding a date or date/time custom field to the form, the date picker is appearing below the date field instead of to the right of the field.

Decision Diamonds are not honoring the letter L

Campaign Builder
Last Updated: 01/19/2018

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.

Some non-admin Users are unable to send Broadcasts

Last Updated: 11/07/2017

Issue Number: 858806

Date Reported:
04/07/2017

Summary:
Quick Search

Order Forms are not Requiring State Field in Internet Explorer 11

E-Commerce Setup
Last Updated: 12/07/2017

Issue Number: 915943

Date Reported:
10/12/2017

Summary:
By default, Infusionsoft order forms will require the State field be filled out when submitting an order. In Internet Explorer 11, the State field is not shown as required with an asterisk. Other browsers, such as Chrome and Firefox, will show the State field with an asterisk indicating it is a required field.

In new builder, the email body background does not extend the entire length of the email.

Broadcast
Last Updated: 02/16/2018

Issue Number: 836722

Date Reported:
07/19/2017

Summary:
In new builder, the white email body background does not extend the entire length of the email. This is visible when the Email Background Color is set to a color besides white and images are included below a certain point in the email. We are currently investigating the cause.

Copied campaigns with unconfigured decision diamonds will not publish

Campaign Builder
Last Updated: 01/04/2018

Issue Number: 898239

Date Reported:
09/21/2017

Summary:
When copying a campaign with an unconfigured decision diamond, the copied campaign will never be able to open the decision diamond and will never be able to publish.

Web Page Automation Goal Still Not Working for some apps

Last Updated: 02/01/2018

Issue Number: 782645

Date Reported:
05/16/2017

Summary:
In some apps, web page automation goals are not being achieved when a contact visits the pertinent web page. Web Profile tab of contact record shows they viewed the page, but the goal does not trigger.

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.

Campaign Builder: Some contacts added through the [Add Contacts] button while publishing will skip initial steps before a timer

Campaign Builder
Last Updated: 02/16/2018

Issue Number: 1031703

Date Reported:
02/02/2018

Summary:
Campaign Builder: Some contacts added through the [Add Contacts] button while publishing will skip initial steps before a timer Issue is intermittent and does not affect all campaigns/contacts.

New email builder [Preview Text] with special characters adds a \ to the text

Broadcast
Last Updated: 02/16/2018

Issue Number: 1022926

Date Reported:
01/25/2018

Summary:
When a new email builder email uses special characters in the [Preview Text] a \ will be added next to the special character.

Alternative Solution:
To fix this in the time being remove the special character from the preview text.

HTML code is rendering in contact records for Tasks, Notes and Appointments

CRM
Last Updated: 02/16/2018

Issue Number: 952635

Date Reported:
11/13/2017

Summary:
HTML, Javascript and CSS are rendering inside of a contact record if they were added to a task, note or appointment in the creation Notes, or Action Description area.

AVS mismatch failure is not triggering billing automation when using Authorize.net

E-Commerce
Last Updated: 01/25/2018

Issue Number: 998206

Date Reported:
01/03/2018

Summary:
AVS mismatch failure is not triggering billing automation when using Authorize.net

Campaigns with unconfigured decision diamonds will give error that it cannot be copied

Campaign Builder
Last Updated: 02/01/2018

Issue Number: 992263

Date Reported:
12/27/2017

Summary:
Copied campaigns with unconfigured decision diamonds give error but still copy if the campaign was in place before the change. If a campaign is newly created and the decision diamond does not have any rules the campaign will not publish. You can trick the system into publishing by creating a rule and then deleting it. If you copy this newly created campaign it errors and does not clone.

Duplicate receipt or invoice is being sent out when settings are configured as particular way and the API is used to add a payment

Apps/API
Last Updated: 02/01/2018

Issue Number: 868054

Date Reported:
08/21/2017

Summary:
If the [Enable payment collection on Invoice] is set to yes AND a receipt email address is specified AND a receipt subject line is specified then a duplicate receipt is sent out if the API is used to add a payment. A duplicate invoice will be sent out if the If the Enable payment collection on Invoices is set to no.

Alternative Solution:
Set "Email receipts/invoices upon successful payment?" to No under E-Commerce > Settings > Orders

Quick-Add Contact Button Requires More Than One Click to Display

CRM
Last Updated: 01/18/2018

Issue Number: 958418

Date Reported:
11/17/2017

Summary:
When clicking to add a contact using the Quick-Add function in the application (the plus icon at the top-right), clicking the icon may not bring up the window to enter contact information until it is clicked a second time. Clicking outside of the window also does not dismiss the window as it once did.

Campaign Purchase Goals Not Running for Legacy Order Forms if Products or Tax are Configured a Certain Way

Legacy
Last Updated: 01/19/2018

Issue Number: 871084

Date Reported:
08/23/2017

Summary:
If a Legacy Order form is configured with a one-time product with a subscription or tax, purchasing the product will not trigger campaign purchase goals. The payment plan in the order may not have the one-time product as the first item charged, which may have an effect on how goals trigger. If the order form does not charge sales tax, or if the order form is just selling a subscription, the purchase goals will trigger.

Alternative Solution:
Success actions on Legacy Order Forms will still trigger, so a tag can be applied there and that can trigger a campaign.

Certain New Email Builder Saved Templates Will Not Open When Clicked

Broadcast
Last Updated: 01/04/2018

Issue Number: 948913

Date Reported:
11/08/2017

Summary:
When attempting to use a previously saved template in Campaign Builder or in a Broadcast and using the New Email Builder, certain templates may not open. Clicking to use the template does not refresh the screen, or navigate to the template.

Alternative Solution:
Clicking to use the template should also create a draft of the email under Drafts, which can be used in the meantime. If it does not show right away under Drafts, refreshing the page may have it appear there.

Some Campaings: Decision Diamond Rule Testing Error

Campaign Builder
Last Updated: 02/16/2018

Issue Number: 968488

Date Reported:
11/29/2017

Summary:
We are investigating the cause of an error (error 500) being triggered when testing decision diamond rules. This error does not alter the behavior of the decision diamond and campaign contacts are unaffected. While we do not have an ETA we are expecting to have a solution deployed within the next two weeks.

Non-admin users are unable to send emails if the [Can see other users] permission is set to [No]

CRM
Last Updated: 01/19/2018

Issue Number: 989504

Date Reported:
12/21/2017

Summary:
Thursday, Dec 21st. 2017 We are actively investigating the cause of non-admin users being unable to send system emails if their user permission for [Can see other users] is set to [No]. Please check back here for updates.

Alternative Solution:
Enabling the permission [Can see other users] will resolve this issue. Permissions can be accessed under the Application/Users/Edit Permissions/Application tab.

Infusionsoft System Maintenance Friday, February 9th 2018

Last Updated: 02/12/2018

Issue Number: 1034632

Date Reported:
02/06/2018

Summary:
In order to improve our software for you and your customers, Infusionsoft is scheduled for brief maintenance on Friday, February 9th from 7:00pm to 11:00pm 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: Some web form submissions are being duplicated

Last Updated: 01/26/2018

Issue Number: 1006936

Date Reported:
01/11/2018

Summary:
Web form submissions are duplicating sporadically for some customers, resulting in either two form submissions being logged under a contact or duplicate contacts being created.

Alternative Solution:
If your forms continue to send duplicate submissions, your website maybe hosting an outdated webform version. We recommend making a minor change to the webform (such as adding a space then removing it), republish the campaign, then post the most up to date form code on your website.

ISSUE RESOLVED: No results appearing under Previously Sent tab when creating an email broadcast

Last Updated: 01/10/2018

Issue Number: 1003544

Date Reported:
01/09/2018

Summary:
Tuesday, January 9th, 2018 7:30 AM (MST) We are currently investigating the cause of Previously Sent email template no longer appearing when creating a new email broadcast. Currently when creating a new email broadcast and selecting the Previously Sent tab of templates, no results display. Tuesday, January 9th, 2018 3:30 PM (MST) We have Identified the cause of the error and are actively developing a solution. Early estimates for a resolution is that we will have a fix deployed within the next 6-12 hours. Tuesday, January 9th, 2018 5:00 PM (MST) We are deploying a fix for this issue and expect to have all application updated by 10:00 PM (MST). This issue does not impact our APAC customers. Wednesday, January 10th, 2018 11:00 AM(MST) This issue was resolved for all apps as of 10:30 PM, January 9th, 2018. No data was lost with this issue; this was only a display issue.

Alternative Solution:
This issue does not impact the ability to send broadcasts or using an email template. Once the fix has been deployed, the previously sent emails will be available for use.

ISSUE RESOLVED: Purchase Actions and Billing Automation is missing in some apps

Last Updated: 02/02/2018

Issue Number: 1028371

Date Reported:
01/31/2018

Summary:
Wednesday, January 31st 2018 8:00am MST Some apps are missing the (Actions) option under the E-Commerce module menu. The Purchase Actions page can be manually navigated to by using the below URL (be sure to replace APPNAME with your application name and the [&] with a single ampersand character, screenshot below) https://APPNAME.infusionsoft.com/app/nav/link?navSystem=nav.accounting&navModule=action Screenshot: https://www.screencast.com/t/iLnmVxrWDvs Currently apps on the Deluxe E-Commerce Edition or the Starter Edition with the E-Commerce add-on appear to be affected. Wednesday, January 31st 2018 12:30PM MST We have identified the cause of the issue and are currently developing a fix. Early estimates for a resolution is approx. 8-10 hours Wednesday, January 31st 2018 11:45pm The issue has been resolved for all applications. Please check back here for updates.

Alternative Solution:
The Purchase Actions page can be manually navigated to by using the below URL (be sure to replace APPNAME with your application name and the [&] with a single ampersand character, screenshot below) https://APPNAME.infusionsoft.com/app/nav/link?navSystem=nav.accounting&navModule=action Screenshot: https://www.screencast.com/t/iLnmVxrWDvs

ISSUE RESOLVED: Campaign HTTP Post Processes are triggering a [Corrupt User] error

Campaign Builder
Last Updated: 12/16/2017

Issue Number: 981950

Date Reported:
12/14/2017

Summary:
Thursday, December 14th, 2017 6:30 AM (MST) We are currently investigating the cause of HTTP Posts showing an error of (Corrupt User) and failing to trigger. This means that if a contact fills out a web form(or achieves any goal), and there is a sequence that sends an HTTP Post with their contact information to another system, that action will not run. The web form information will still be captured in your Infusionsoft application. We are actively working to resolve this issue. Thursday, December 14th, 2017 9:15 AM (MST) We have identified the cause of the error and are actively developing a solution. Thursday, December 14th, 2017 11:30 AM (MST) We continue to develope a solution for this issue. Early estimates for a resolution is that we will have a fix deployed within the next 6-12 hours. Thursday, December 14th, 2017 3:30 PM (MST) We are in the process of deploying the fix for the issue. ETA to completion is approx 2 hours Thursday, December 14th, 2017 6:00pm (MST) The resolution ETA has been adjusted to approx 8:00PM (MST) today Please check back here for updates. Thursday, December 14th, 2017 7:30pm (MST) The issue has been resolved. More information can be found here: https://help.infusionsoft.com/campaign-builder-http-posts-triggering-corrupt-user-error

Alternative Solution:
HTTP Posts can be manually resent from a Contact Record / Recent Campaign History by clicking on the contact.funnel button: https://www.screencast.com/t/XAeCJUDv HTTP Posts can also be applied to multiple contacts using CRM / Search / Actions / Apply Action Set / and selecting Send HTTP Post to another server More information can be found here: https://help.infusionsoft.com/campaign-builder-http-posts-triggering-corrupt-user-error

ISSUE RESOLVED:Classic Broadcast Builder - Templates are not loading in builder

Marketing
Last Updated: 02/02/2018

Issue Number: 1028304

Date Reported:
01/31/2018

Summary:
Wednesday, January 31st 2018 After selecting a template in the [Classic Email Broadcast] builder, the template does not load. We are actively investigating the cause. Wednesday, January 31st 2018 12:30PM MST We have identified the cause of the issue and are currently developing a fix. Early estimates for a resolution is approx. 8-10 hours. Wednesday, January 31st 2018 11:45pm The issue has been resolved for all applications. Please check back here for updates.

Alternative Solution:
Emails can be built from scratch by clicking the [Edit Email Body] button New Email Builder templates are unaffected by this issue. [Drag and Drop] style email can be converted to the new builder style.

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>

ISSUE RESOLVED:Web Forms, Landing Pages, and Internal Forms are not applying tags

Campaign Builder
Last Updated: 01/15/2018

Issue Number: 1003732

Date Reported:
01/09/2018

Summary:
Tuesday, January 9th, 2017 We are currently experiencing a software issue where Tags that are applied from Radio Button and Checkbox snippets are not applying when the an Landing page, Internal or Web form is submitted. This issue does not affect campaign processes that apply/remove tags from within a sequence. Tuesday, January 9th, 2018 4:00 PM (MST) We have Identified the cause of the error and are actively developing a solution. Early estimates for a resolution is that we will have a fix deployed within the next 6 hours. Please check back here for updates.

Alternative Solution:
We continue to investigate if we can apply a retroactive fix. More information will be provided as we progress.

ISSUE RESOLVED: Error when uploading/editing Images

Last Updated: 01/30/2018

Issue Number: 1023470

Date Reported:
01/26/2018

Summary:
Friday, January 26th, 2018 We are currently investigating the cause of images failing to upload. You may see the following errors when attempting to upload images: Unable to execute HTTP request: Broken pipe [FileBox] Failed to communicate with the antivirus service Please check back here for updates. AS of approx 9:15am MST Jan 26th, the issue has been resolved.

Unable to configure rule criteria for tags in decision diamonds

Last Updated: 01/19/2018

Issue Number: 1011373

Date Reported:
01/16/2018

Summary:
When configuring a decision diamond's rule based on tag criteria, the diamond does not generate a list of existing tags to select from. This issue does NOT affect the functionality of existing decision diamonds.

Infusionsoft System Updates Tuesday, December 12th through Saturday, December 16th, from 8:00pm to 4:00am MST

Last Updated: 12/21/2017

Issue Number: 974644

Date Reported:
12/06/2017

Summary:
In order to improve our software for you and your customers, Infusionsoft is scheduled for system updates Tuesday, December 12th through Saturday, December 16th, from 8:00pm to 4:00am MST each night. You will be able to access your application during this time, but may experience minimal delays. Please check back here to stay informed on any status updates.

Contacts without owners are showing (Deactivated User - 0) in the Owner field

CRM
Last Updated: 12/16/2017

Issue Number: 974698

Date Reported:
12/06/2017

Summary:
Wednesday, December 6th 2017 We are actively working to resolve the display issue affected contacts that do not have assigned owners. We anticipate having the issue fully resolved early next week. No additional action on your part will be needed to correct the contact records.

ISSUE RESOLVED: Campaign Error NoSuchFileException

Last Updated: 12/21/2017

Issue Number: 984641

Date Reported:
12/16/2017

Summary:
Saturday, December 16th, 2017 3:30 PM (MST) We are currently investigating the cause of some campaigns displaying and error of [NoSuchFileException] Webform submissions will be recorded/contacts successfully created, however the contacts will not achieve the Goal. Saturday, December 16th 5:00pm MST - We are actively deploying a fix for the campaign errors. We will continue to investigate the cause and any potential impact. Saturday, December 16th 5:30pm MST - we have completed the update to resolve the campaign errors. The issue began at approx. 3:00am mst and was resolved at 5:30pm mst Saturday, Dec 16th 2017. Any campaigns that we identified as being affected by this issue have been updated with and error message of [Saturday, December 16th 5:00pm MST Update]. Please check back here for updates.

Alternative Solution:
The issue began at approx. 3:00am mst and was resolved at 5:30pm mst Saturday, Dec 16th 2017 Any campaigns affected by this issue have been updated with an error message of [Saturday, December 16th 5:00pm MST Update]

Merging issue

Last Updated: 01/09/2018

Issue Number: 989190

Date Reported:
12/21/2017

Summary:
Thursday, December 21st, 2017 Merging Contacts throws up an Error Message: java.lang.NullPointerException: SSN should not be null We are actively investigating the cause of this issue and are expecting to have a solution implemented early Friday, Dec 22nd, 2017. Please check back here for updates.

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

      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.