Sort:   Filter:

Broadcasts are sometimes failing to send with an error

Broadcast

Issue Number: 1694144

Issue Status: Support Researching

Date Reported:
06/28/2019

Estimated Resolution Date: 7/19/2019

Summary:
We are currently investigating the reason email broadcasts are sporadically failing to send with a status of Error

Alternative Solution:
Re-sending the broadcast will has been proven to be successful.

Product Line: Infusionsoft & Keap

Ongoing Quick Search Issues

CRM

Issue Number: 1716682

Date Reported:
07/18/2019

Summary:
Update 7/22/19: We adjusted the search algorithm so that the most relevant contact should now be sorted first in the list of results We are continuing to work on the Quick Search issues and changes which have been ongoing since mid-July. Here are some of issues: - Unable to search past 15 characters per string. For instance, a search for "LongerThanFifteenCharacterEmail@test.com" will not pull in the correct results - Unable to search for contacts with an underscore character. For instance, a search for "my_email@test.com" will not return the correct results - Extraneous results being returned. For instance, searching for "johnsmith@test.com" may also return results for other @test.com email addresses, or email addresses from a different domain which contain johnsmith If you encounter any other issues not listed above, please contact support so that we can gather the examples.

Product Line: Infusionsoft & Keap

Tag goals are sporadically not being achieved when tags are applied

Campaign Builder

Issue Number: 1668496

Issue Status: Support Researching

Date Reported:
06/07/2019

Estimated Resolution Date: 6/28/2019

Summary:
July 22,2019 10:30 AM MST It has been determined that the deployment on 7/6/19 did not fully resolve the issue with goal achievements. We continue to investigate reports of this issue and are collecting logs from affected apps to determine a solution. We will provide updates as they become available. July 9, 2019 2:47 PM MST A Deployment was completed as of July 6, 2019 at 11:24 AM MST that should have resolved the issue of tag goals being achieved inconsistently. We are continuing to monitor goal achievements, but based on our tests, full functionality should be restored. If you find any new instances of this issue occurring, please reach out to Phone or Chat support. ------------------ July 3, 2019 12:28 PM MST Although we've been investigating and trying to force this issue to occur internally, we have been unsuccessful at doing so. We have developed some additional internal logging which should help uncover the cause. We will post more updates when they are available. We have have received reports and are investigating a some instances of tag goals not being achieved when tags are applied, even though the tag goal was published prior to the tag being applied to the contact record. We recommend ruling out the below before reporting this issue in your application. - Duplicate tag, where one tag is used in the goal, and the other is being applied to the contact. - Tag goal was published after the tag was applied to the contact record. - Tag goal is placed between two sequences and is configured to only be achieve by contacts already inside the campaign. - Tag goal is actually being achieved, but contact is immediately being removed from the campaign due to other goals, or not meeting decision diamond rules.

Product Line: Infusionsoft

Campaign sequence performance reporting is stuck on last 24 hours

Campaign Builder

Issue Number: 1673227

Issue Status: Final Testing

Date Reported:
06/11/2019

Estimated Resolution Date: 7/23/2019

Summary:
UPDATE: July 11, 2019 The solution to this bug is currently being deployed, we expect it to be deployed to every customer no later than Tuesday 16 July 2019 We are currently investigating why campaign sequence reporting is not reflecting the correct numbers. Emails sent, delivered, opened, etc in the right column appear to be correct, whereas the numbers on the sequence elements are showing the past 24 hours only.

Product Line: Infusionsoft & Keap

Campaigns are not loading in FireFox v68 browsers

Campaign Builder

Issue Number: 1709902

Issue Status: In Queue

Date Reported:
07/12/2019

Estimated Resolution Date: 8/23/2019

Summary:
July 12, 2019 1:00 PM MST We have identified an issue when attempting to access campaigns from FireFox browsers which have been updated to version 68. Our developers are investigating solutions. We will post updates as they become available.

Alternative Solution:
If your Firefox browser has been updated to version 68, we suggest Google Chrome as an alternative until a resolution is deployed.

Product Line: Infusionsoft & Keap

Some Outlook synced emails are blank

Apps/API

Issue Number: 1647319

Issue Status: Support Researching

Date Reported:
05/21/2019

Summary:
We are currently investigating the reason some synced emails will appear blank after clicking [View] from the contact's email history.

Product Line: Infusionsoft & Keap

Unknown Item campaign errors causing some goals & processes to skip

Campaign Builder

Issue Number: 1646079

Issue Status: In Development

Date Reported:
05/20/2019

Summary:
We are currently investigating the cause for some campaigns goals and processes failing with error Unknown Item.

Alternative Solution:
Republishing the campaign will sometimes fix this issue. If it doesn't, please contact support to reload your application.

Emails sent after May 17th are sporadically not appearing in the accurate email history or when clicking view all

CRM

Issue Number: 1677631

Issue Status: In Development

Date Reported:
06/14/2019

Estimated Resolution Date: 7/26/2019

Summary:
UPDATE: July 11, 2019 We are testing a solution and expect to have a resolution in your hands soon! We are currently investigating the reason some emails do not appear in accurate email history, or after clicking to view all emails. Initial investigation seems to show the emails will show on one or the other but sometimes not both.

Product Line: Infusionsoft

Number of sent/skipped emails in broadcast reporting is sporadically duplicating

Broadcast

Issue Number: 1674414

Issue Status: Support Researching

Date Reported:
06/12/2019

Estimated Resolution Date: 8/7/2019

Summary:
We are currently investigating the reason why some broadcast reports will show the Total delivered, Emails sent and Emails skipped as twice the amount of what was actually sent

Product Line: Infusionsoft

For subscription payments, the legacy invoice template is being sent regardless of what the current invoice is set to

E-Commerce

Issue Number: 1704023

Issue Status: Support Researching

Date Reported:
07/08/2019

Estimated Resolution Date: 9/2/2019

Summary:
We are currently investigating why when "Enable payment collection on Invoices" in E-Commerce > Settings > Quotes & Invoices is set to yes, the legacy invoice still sends when the order is created from a subscription cycle

Product Line: Infusionsoft

Some contact records are taking several minutes to load

CRM

Issue Number: 1649983

Issue Status: In Queue

Date Reported:
05/23/2019

Summary:
We are currently investigating the cause of contact records which are either taking several minutes to load, or are not loading at all. Initial investigation is showing this is related to the primary email address of the contact. If that email address is a user, and is synced with Outlook or Gmail, then sometimes the contact will take longer to load.

Alternative Solution:
Temporarily changing the email address of the contact will allow the contact record to open. Using API or Actions > Mass Update Contacts will allow you to change the email address of the contact without needing to open the record.

Product Line: Infusionsoft

Custom Statistics Widget Calculates first 10k rows only

Main Nav

Issue Number: 902649

Issue Status: In Queue

Date Reported:
09/27/2017

Summary:
Currently our Custom Statistics dashboard widget will only calculate results for the first 10k rows of a selected report. If the report results exceed 10k rows, then the Custom Statistics widget will produce an incorrect total based upon the first 10k rows. This was the designed functionality of this dashboard widget, however we are researching ways to improve and expand this limitation.

Product Line: Infusionsoft & Keap

Weather/Time widget is not loading on contact records

Issue Number: 1474320

Issue Status: In Development

Date Reported:
01/04/2019

Summary:
UPDATE: July 11, 2019 We have been building the new service to support this feature. We hope to have it available within another month. February 1, 2019 The Weather and Time widget previously present within contact records is no longer functional. The Weather Integration owner, Yahoo, has discontinued this service. We are researching weather service integration from other providers. There is no ETA for resolution yet. We will post updates as they become available.

Product Line: Infusionsoft

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

Email addresses are showing as [email protected] in the new landing page WordPress plugin

Campaign Builder

Issue Number: 1610800

Issue Status: Support Researching

Date Reported:
04/22/2019

Summary:
When a new landing page contains an email address inside a text element, and the page is added to WordPress via the official landing page plugin, the email address will display as [email protected]

Product Line: Infusionsoft

Campaigns will not open in Chrome when emojis are present

Campaign Builder

Issue Number: 1692962

Issue Status: Support Researching

Date Reported:
06/27/2019

Estimated Resolution Date: 8/22/2019

Summary:
When a campaign has emojis in the name of an element or note, campaigns will continuously spin when trying open in Chrome. We are currently investigating the cause.

Product Line: Infusionsoft & Keap

About this page 

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.

How to use

Click the title of a known issue to read more details including workarounds if they exist.

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.


Priority

Priority is used to estimate resolution time:

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