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SOME APPS: Double Opt-In Links & Opt-Out Links Not Opting-In/Out Contacts

Issue Number: 1780899

Issue Status: Final Testing

Date Reported:
09/10/2019

Estimated Resolution Date: 9/13/2019

Summary:
Update - 9/13/19 5:30pm MST: The deployment has finished, but we have continued to receive reports from some applications that opt-out links and opt-in links are not functioning correctly. We are continuing to actively work on the issue, and will post updates as they become available. Update - 9/12/19 6:30am MST: We are in the process of deploying a fix for this issue. The deployment should finish by roughly 10:00pm MST tonight. Update - 9/10/19 12:30pm MST: We are in the process of testing a potential fix. Once the fix has been confirmed, we will post another update to indicate when the fix will be rolled out. We have identified an issue impacting some apps, which is preventing Double Opt-In links from successfully setting contacts' email status to Confirmed, and Unsubscribe Links not opting-out contacts. We will post updates here as they become available.

Product Line: Infusionsoft

Campaign emails are skipping and throwing a FeignException: status 500 error

Campaign Builder

Issue Number: 1776155

Issue Status: In Development

Date Reported:
09/06/2019

Estimated Resolution Date: 9/9/2019

Summary:
September 6, 2019 4:30 PM MST Our developers have determined the likely cause of these errors and are working on a fix to prevent future instances of this occurring. We will post further updates as they become available. 7:00 AM MST We have received reports of some campaign emails not sending to recipients. Affected contacts display an error within their campaign history specifically mentioning "FeignException: status 500". We are investigating these reports to determine a solution to the errors.

Alternative Solution:
Resending the emails, either by using the "Resend" button within a contact's Campaign History, through a new campaign/sequence, or through broadcast, should successfully send the email

Product Line: Infusionsoft

Some blocks are delays greater than 30 minutes to an hour in sending emails

Broadcast

Issue Number: 1784838

Issue Status: Support Researching

Date Reported:
09/12/2019

Estimated Resolution Date: 9/15/2019

Summary:
September 12, 2019 7:41AM MST: We have received reports that emails are sending slower than expected for some users. Delays of up to 90 minutes have been observed. The issue is being researched by the appropriate teams. Updates will be posted here as they become available.

Product Line: Infusionsoft & Keap

Landing page builder loading slow or becoming unresponsive when searching tags

Campaign Builder

Issue Number: 1709818

Issue Status: Support Researching

Date Reported:
07/12/2019

Estimated Resolution Date: 8/2/2019

Summary:
Our landing page developers are currently investigating the cause of the builder loading slow or becoming unresponsive when searching tags for global tags or virtual fields. Initial testing has identified this is most noticeable when the application's list of tags is 300 or more.

Product Line: Infusionsoft & Keap

Order form list and product list display issues

E-Commerce

Issue Number: 1781257

Issue Status: Support Researching

Date Reported:
09/10/2019

Estimated Resolution Date: 10/1/2019

Summary:
We have received reports that when viewing the list of order forms or the list of products in the application, if a user attempts to try and change the default number of results showing on the page or navigate to page 2, 3, etc. the page will show blank results.

Alternative Solution:
- Export the full list of order forms / products (whichever you want to work on at the time) using the select all option and Actions -> Export - Check the ID number of the order form / product you want to edit in the CSV file that was exported - Open up an order form / product you can see in the application and change the ID number at the end of the URL to the ID number for the order form / product you want to make changes to and you will have access to it.

Product Line: Infusionsoft

Errors appearing on Print table when selecting the option to print search results from within Infusionsoft

Admin

Issue Number: 1781196

Issue Status: Support Researching

Date Reported:
09/10/2019

Estimated Resolution Date: 10/1/2019

Summary:
September 10, 2019 9:15 AM We are investigating an issue with the Print function from Searches and Reports within Infusionsoft. We have identified an issue where the printed data includes errors in place of the correct table information. Our developers are currently working on a resolution to the issue.

Alternative Solution:
From searches or reports needing to be printed: the checkboxes on screen can be used to select the results you wish to print and the action dropdown can be used to select the option to export the data as a CSV - which can be viewed and printed from spreadsheet software like Excel or Google Sheets

Product Line: Infusionsoft

Unable to link custom domains on newly created landing pages

Campaign Builder

Issue Number: 1779268

Issue Status: Support Researching

Date Reported:
09/09/2019

Estimated Resolution Date: 9/30/2019

Summary:
We are currently investigating the reason custom domains cannot be linked to newly created landing pages. Clicking the Link button produces a red banner with error message "Falied to verify DNS records." Please ensure your DNS contains a TXT record. This was a recently added step, and might be different than the steps you took previously.

Product Line: Infusionsoft & Keap

Unique contacts in campaign reporting tab is showing incorrect number

Campaign Builder

Issue Number: 1679964

Issue Status: Support Researching

Date Reported:
06/17/2019

Estimated Resolution Date: 7/29/2019

Summary:
We are currently investigating why when toggling through Current, Last 24 hours, Last 7 days, Last 30 days, the number if unique contacts is not reflecting the correct number of contacts.

Product Line: Infusionsoft & Keap

Decision diamond field criteria showing (invalid)

Campaign Builder

Issue Number: 1742022

Issue Status: In Queue

Date Reported:
08/09/2019

Estimated Resolution Date: 9/20/2019

Summary:
We are currently investigating the reason some decision diamonds are showing (invalid) for field category and field in some apps.

Product Line: Infusionsoft & Keap

Infusionsoft Mobile Snap cards stuck in pending waiting process

Apps/API

Issue Number: 1773633

Issue Status: Support Researching

Date Reported:
09/04/2019

Estimated Resolution Date: 10/16/2019

Summary:
Intermittent problem with Infusionsoft Mobile business cards that have been snapped are getting stuck in a pending status. We are currently researching reports of the issue and will provide updates here as they become available.

Alternative Solution:
Uninstall and Re-install the app. Then retry snapping the card.

Product Line: Infusionsoft & Keap

Click Through Percentage reports do not load in large apps

Issue Number: 1497430

Issue Status: Support Researching

Date Reported:
01/21/2019

Summary:
We are investigating an issue relating to the Click Through marketing reports. When running Click Through Percentage reports (by contact or by email) in larger applications, the report will time out and produce no results. Improvements to implement for reporting performance are being researched to resolve this issue.

Product Line: Infusionsoft

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This page is an active list of known product or service issues affecting Keap 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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Priority

Priority is used to estimate resolution time:

Priority SLA
Critical ASAP
Urgent 3 days
High 3 weeks
Medium 6 weeks
Low 8 weeks