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Account changes result in NULL error message

Admin

Issue Number: 1793491

Date Reported:
09/18/2019

Summary:
There is currently an issue with processing the following types of account changes. • Account upgrade or downgrade • Signing up for sandbox accounts This is actively being worked and will be resolved as soon as possible,

Product Line: Infusionsoft & Keap

Unknown Item error causing campaign processes to fail

Campaign Builder

Issue Number: 1819188

Issue Status: In Development

Date Reported:
10/10/2019

Estimated Resolution Date: 10/31/2019

Summary:
We are currently investigating the reason some campaign processes fail to run, and Unknown Item appears in a contact's recent campaign history. Initial research is leading us to believe this sometimes occurs when updates are being deployed. The campaign will run a backend check during the deployment and think there is a problem, so the campaign will mark itself as broken. While the campaign is in a broken state, some processes fail to run.

Alternative Solution:
Republishing the campaign will clear the error, return the campaign to a non broken state, and processes will begin running again. This has been confirmed during testing.

Product Line: Infusionsoft

API Tracking links are being flagged by Norton antivirus

Email Deliverability

Issue Number: 1822736

Date Reported:
10/14/2019

Summary:
November 1, 2019 Our team is in the final stages of working with Norton to eliminate this issue. October 14, 2019 We identified an issue where a small percentage of recipients are receiving a warning message from Norton Antivirus when clicking links in emails delivered by our software. We have identified the issue being related to out-of-date reporting being used by some recipients, and are working with Norton to mitigate the issue.

Alternative Solution:
At the moment, there is no workaround the the issue. However, once the warning message is bypassed, the links work as expected.

Product Line: Infusionsoft & Keap

Some email links are not counting clicks in reporting

Campaign Builder

Issue Number: 1833686

Issue Status: In Queue

Date Reported:
10/24/2019

Estimated Resolution Date: 11/14/2019

Summary:
October 25 7:10 AM MST We have identified the root cause. This is not a system-wide issue. This is occuring to some links in some campaign emails which use the modern email builder. We are currently working to find the impacted applications, and emails within those applications. October 24 2019 8:15 AM MST We have received reports that some email links are not counting clicks in campaign and broadcast reporting. Initial research is showing campaign emails are more likely to be impacted.

Alternative Solution:
Editing the email which is impacted, and waiting for it autosave your changes, will allow the system to re-render the email and correct the cause of links not reporting.

Product Line: Infusionsoft & Keap

Spam Webform Submissions

Issue Number: 1825580

Issue Status: Completed

Date Reported:
10/16/2019

Estimated Resolution Date: 11/6/2019

Summary:
We have received an an increasing amount of reports about spam bots submitting a high volume of form submissions across various Infusionsoft apps. These spam submissions occur even when reCaptcha is on, spam filters are configured, or the Embed Google reCaptcha are used. We are researching solutions to prevent the offending submissions. To identify any of these submissions within your application, utilize the Web Form Tracking Report within Marketing Reports. Since special foreign characters are being used in the submissions, they cannot be easily located in contact searches. We then recommend deleting these contacts.

Product Line: Infusionsoft

Recent email history sometimes displays the incorrect message status

CRM

Issue Number: 1686022

Issue Status: Support Researching

Date Reported:
06/21/2019

Summary:
We are currently investigating the reason some emails are reporting the incorrect message status in a contact's email history.

Alternative Solution:
Click View All to see the correct message status

Product Line: Infusionsoft

Quick Search intermittent issues

Issue Number: 1842189

Date Reported:
10/31/2019

Summary:
UPDATE: November 13 2019 9:00 AM MST Services have been restored. November 13 2019 7:56 AM MST We've identified latency with quick search functionality this morning. Our team is working to restart some services. Quick search may be down for a short period of time while these services are restarted and/or results may be inaccurate until quick search is fully restored. October 31 2019 5:34PM MST Quick Search functionality can temporarily return an error message or even state the search is not functioning in some applications. As we have been growing in the number of active customers using our platform, the way we originally implemented quick search hit its technical limit and started to experience degraded performance and service outages. In order to continue to scale our search capabilities to meet current and future needs, we pulled together a team of engineers to address this scaling problem. While we have identified and fixed many of the issues causing complete search service outages, we are still analyzing and working on solutions for degraded service around the speed of both indexing new contact records and searching for them. We appreciate your patience in this matter.

Product Line: Infusionsoft & Keap

Error when trying to edit some Legacy emails

Marketing

Issue Number: 1842730

Issue Status: In Development

Date Reported:
11/01/2019

Estimated Resolution Date: 11/22/2019

Summary:
November 1st - 9:00 am - We are investigating an issue with some Legacy emails that are displaying an error when trying to edit the emails and templates.

Alternative Solution:
The newer email builder can still be utilized.

Product Line: Infusionsoft

New order date fields in an orders search are causing reporting issues

E-Commerce

Issue Number: 1837781

Issue Status: In Development

Date Reported:
10/28/2019

Estimated Resolution Date: 11/18/2019

Summary:
October 30 2019 5:43 AM MST We have identified the cause and are currently developing a fix for this issue. October 28 2019 1:57 PM MST We've began hearing reports of some saved order searches showing incorrect information and we've identified the cause as the new order date fields displayed within the search tab. This date field defaults to month-to-date. We will post more updates when they become available.

Product Line: Infusionsoft

Contact Limit appears to be doubled.

Issue Number: 1847422

Date Reported:
11/05/2019

Summary:
Novemeber 5, 2019 4:55 PM MST We have identified an issue which causes a visual bug that shows an inaccurate Contact Limit in some Applications. The allotted contacts for an app may show twice the actual contact limit under the Billing & Account info page. a This is only a display issue and the contact limit apps will be billed for will be billed according to their applicaton edition and contract items. We are working to resolve this discrepancy and will post update as they become available.

Product Line: Infusionsoft & Keap

Keap Appointment scheduler will not allow customers to select days from the calendar if the certain availability is selected

Issue Number: 1832893

Issue Status: In Development

Date Reported:
10/23/2019

Estimated Resolution Date: 11/13/2019

Summary:
October 23, 2019 1:46 PM MST We have identified an issue with the ability to schedule appointment Keap applications. When the calendar availability begins on or after midnight GMT+0, clients are unable to select an appointment time. We are working on a fix and will provide updates as they become available.

Product Line: Keap

SOME APPS: New Landing Page Goal Missing From Campaign Builder; Existing Pages Show Version Not Supported

Issue Number: 1855275

Issue Status: Support Researching

Date Reported:
11/12/2019

Estimated Resolution Date: 12/4/2019

Summary:
We are investigating an issue impacting a small number of apps, where the Campaign Builder does not show New Landing Page Goals as being an option. In addition, existing Landing Page Goals are displaying an error indicating Version is not supported.

Alternative Solution:
Please call or chat into support, as we can implement a temporary fix for your application, until the root cause is identified.

Product Line: Infusionsoft & Keap

Opt-outs do not display in email batch results

Broadcast

Issue Number: 1857513

Issue Status: Support Researching

Date Reported:
11/14/2019

Estimated Resolution Date: 12/5/2019

Summary:
November 14, 2019 12:20 PM MST Contacts who have opted out are not currently displaying in email batch results. The Email Broadcast reports display an accurate total of opt-out contacts, however clicking the total produces a report displaying zero contacts. We have confirmed that contacts are still being successfully opted-out and this issue is isolated to reporting. Our developers are currently researching the cause. Updated will be posted as they become available.

Product Line: Infusionsoft

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:
UPDATE: June 19th 2019 5:43PM MST Our developers have confirmed the number of unique contacts which appear is correct, and the reporting is working as it was designed. However, we are looking into improving the wording and/or adding additional metrics to help clear up any confusion which may occur. June 17th 2019 10:42AM MST 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

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

Searching opportunities by "product interest" does not filter correctly

Issue Number: 1827648

Issue Status: In Development

Date Reported:
10/18/2019

Estimated Resolution Date: 11/29/2019

Summary:
Searching opportunities by "product interest" does not filter correctly. All opportunities will display in the results, not just the ones filtered by a specific product.

Product Line: Infusionsoft

Weather Widget Inconsistencies

CRM

Issue Number: 1847128

Issue Status: Support Researching

Date Reported:
11/05/2019

Estimated Resolution Date: 12/17/2019

Summary:
November 5, 2019 | We are investigating reports oof the weather feature within contact records inconsistently producing results. Updates will be posted as they become available.

Product Line: Infusionsoft

KEAP: Contact task reminder field doesnt Remind the user of the task

CRM

Issue Number: 1847419

Issue Status: Support Researching

Date Reported:
11/05/2019

Estimated Resolution Date: 12/17/2019

Summary:
11/5/19 4:51PM MST - Issue found with Keap applications. Contact tasks that have been set to remind the user are not actually reminding the user.

Product Line: Keap

WordPress - Infusionsoft landing pages - Thank you pages if directing to a thank you page that isnt a WP page or another Landing page will fail loading

Campaign Builder

Issue Number: 1857312

Issue Status: Support Researching

Date Reported:
11/14/2019

Estimated Resolution Date: 12/26/2019

Summary:
Wordpress Landing pages redirecting to an external page is throwing an error in the console for "Refused to display XYZ in a frame because it set 'X-Frame-Options' to 'sameorigin'."

Alternative Solution:
To have pages display use another landing page as the thank you page of the first, Or use a wordpress page being the landing pages thank you page. Both of these option will display when masked via wordpress.

Product Line: Infusionsoft

Click Through Percentage reports do not load in large apps

Marketing

Issue Number: 1497430

Issue Status: Support Researching

Date Reported:
01/21/2019

Estimated Resolution Date: 3/4/2019

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

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