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Yahoo/Verizon Media Group email deliverability

Last Updated: 05/17/2019

Issue Number: 1614037

Date Reported:
04/24/2019

Summary:
May 17, 2019 4:42pm In early April, Verizon Media Group adopted more stringent email filtering rules with their Spam Guard email filter; placing a higher focus on customer engagement, amount of time an email sits in an inbox, how quickly an email gets moved to trash, spam complaints, sender reputation, and email content, to name a few. Additionally, Yahoo completed it's merger with AOL under the Verizon Media Group, effectively placing any Yahoo, AOL, NetZero, RocketMail, and Netscape email address under the company. Verizon Media Group also began deactivating old accounts which have not been used or have been abandoned. Currently Keap servers have sent to 213k of these deactivated email accounts.We are working to prevent sending to these inactive accounts as it is having a negative impact on our reputation. As of today, the delivery rate of emails sent to AOL email addresses is at 86% and Yahoo email addresses are at 83%. We have been a working with Verizon Media Group to obtain better insight and solutions in order to improve these rates and provide the best email deliverability possible for our customers. We have also verified that our Comcast, Microsoft, and Google delivery rates have remained at 99% throughout this situation. We are in the process of "warming up" new IP addresses to help distribute the email across more IPs to reduce deferrals as recommended by Verizon Media group and will continue working with them to reach the best deliverability rates possible for our customers. _________________________ May 14, 2019 12:30pm We continue to see progress and continue to work with Yahoo to resolve the deferrals and rate limiting. We are making the recommended adjustments from Yahoo and are adding IPs to reduce limiting. May 6, 2019 6:00am We continue to monitor the deferral of emails to Yahoo domains. Currently the deferral percentage of emails sent to this domain is 15%. We continue working with Yahoo to reduce and remove this limit. May 1, 2019 11:00am In the last 24 hours we have seen the volume of emails deferred by Yahoo decrease by 50%. We will continue working with Yahoo! to lift the limit entirely April 29, 2019 10:00am The overall volume and number of our IP addresses affected by this issue has gone down significantly. We continue to reach out to Yahoo to resolve the deferral of emails sent to their domains. April 23, 2019 Starting Monday April 22nd we began experiencing email deferrals to Yahoo.com domains. We have updated our routing methods to minimize mail loss and have reached out to Yahoo to try and resolve the issue. We will post updates as they are available.

Optimum Email Deliverability

Last Updated: 05/10/2019

Issue Number: 1562646

Date Reported:
03/12/2019

Summary:
March 12th, 2019 We are continuing to work towards resolution with Optimum not accepting all emails from the infusionmail domain. Please check back here for updates.

Hyperlinks containing merge fields are loading a HTTP 404 Wikipedia page when clicked and there is a duplicate of the contact in the app

Last Updated: 04/23/2019

Issue Number: 1611281

Date Reported:
04/22/2019

Summary:
We have become aware of and are investigating the following issue: When a merge field is used within a hyperlink instead of a hardcoded url (either a website field or text field) and there is a contact with a duplicate email address of the recipient attempting to click the hyperlink, an HTTP 404 Wikipedia page will populate instead.

Alternative Solution:
Merging the duplicate records and then resending the email will fix the link for the resent email and any future emails.

Spam Check message Domain/IP Reputation: Contains an URL listed in the URIBL greylist

Broadcast
Last Updated: 04/29/2019

Issue Number: 1619089

Date Reported:
04/29/2019

Summary:
We are investigating the recent reports of a notification appearing when building email broadcasts alerting to a URL in the email being on the URIBL grey list. This notification is referencing infusionsoft.com's presence on the grey list. More information can be found regarding this listing on our help pages here: https://help.infusionsoft.com/help/uribl-greylisting Email deliverability will not be impacted by this issue. The notification is not intended to be triggered by the infusionsoft.com grey list listing and our developers are investigating the cause of this displaying and a solution.

Tags Not Being Applied Upon Link Click When NEWER Duplicate Contact Id is Added to Campaign

Last Updated: 05/06/2019

Issue Number: 1628578

Date Reported:
05/06/2019

Summary:
We have discovered an issue of campaign emails not applying tags to contacts (when they are configured to do so) in some instances if there is a duplicate of the contact within the application. Our developers are investigating the root cause and fix for this issue. As we have more updated on this issue they will be posted here.

Alternative Solution:
This issue will only occur if the contact with the higher contact ID number is sent the email from the campaign. If the contact with the lower ID is sent the email, then the tags will apply uccessfully.

Unable to open previous appointments in Infusionsoft by Keap

CRM
Last Updated: 03/26/2019

Issue Number: 1576621

Date Reported:
03/25/2019

Summary:
We are currently investigating the cause of previous appointments not opening when clicking from a contact's record. Updates will be posted as they become available.

Alternative Solution:
Opening previous appointments from the calendar DOES work.

Owner field intermittently not appearing on internal forms

Campaign Builder
Last Updated: 05/03/2019

Issue Number: 1612120

Date Reported:
04/23/2019

Summary:
We are currently investigating the cause of the owner field not appearing on internal forms for all users. Our initial research has uncovered one possibility. If a user's permissions to "see all users" and "re-assign contacts" is set to NO at the time the internal form is published, then the owner field will not appear when trying to submit it via the quick add. We will add updates as they become available.

Alternative Solution:
Step 1: Ensure the user's permissions for "Can see other users" and "Can re-assign" are set to yes. Step 2: Mark the internal form as draft, then immediately back to ready in campaign builder. Republish the campaign and form.

Dec 19 Update: Gmail Sync sidebar is cut off in the new Gmail on desktop

Apps/API
Last Updated: 02/21/2019

Issue Number: 1310487

Date Reported:
09/06/2018

Summary:
Wednesday, Dec 19th 2018 After investigating the current open issues affecting the Gmail Sync tool, we have discovered the fix requires a complete re-architecture of the tool. We are actively working on this redesign and anticipate having an update within Q1 of 2019. The Gmail Sync sidebar is partially cut off. We are actively investigating.

Dec 19th Update: Gmail Sync: Emails are not syncing to Gmail or Infusionsoft

Apps/API
Last Updated: 02/21/2019

Issue Number: 1324188

Date Reported:
09/17/2018

Summary:
Wednesday, Dec 19th 2018 After investigating the current open issues affecting the Gmail Sync tool, we have discovered the fix requires a complete re-architecture of the tool. We are actively working on this redesign and anticipate having an update within Q1 of 2019. Emails are not syncing to Gmail or Infusionsoft application. We are actively investigating the cause.

Voice Broadcast Recording Failure

Marketing
Last Updated: 04/21/2019

Issue Number: 1311934

Date Reported:
09/07/2018

Summary:
January 22nd, 2019 We have added a pop up notification when creating new voice broadcasts warning users that voice broadcasts are limited to 30 seconds. We will continue to investigate alternative solutions. for this issue. Dec 19th 2018 8:30am We have an open case with our Voice Broadcast provider. We are investigating the cause of Voice Broadcast Recording Failure errors.

New Landing Pages: Templates not loading in Chrome

Campaign Builder
Last Updated: 05/10/2019

Issue Number: 1484547

Date Reported:
01/11/2019

Summary:
Templates in the new landing page builder are loading only the first five templates.

Alternative Solution:
Readjusting the screen size or reloading the template page (refresh or f5). The issue is not affecting Firefox.

Custom Statistics Widget Calculates first 10k rows only

Last Updated: 02/21/2019

Issue Number: 902649

Date Reported:
09/27/2017

Summary:
Custom Statistics Widget Calculates first 10k rows only

Weather/Time widget is not loading on contact records

Last Updated: 02/26/2019

Issue Number: 1474320

Date Reported:
01/04/2019

Summary:
February, 1st 2019 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. Weather/Time widget is not loading on contact records We are currently investigating the cause of the weather/time widget not displaying on contact records.

New landing pages not honoring submitted timezone

Campaign Builder
Last Updated: 02/26/2019

Issue Number: 1235253

Date Reported:
07/13/2018

Summary:
New landing pages not honoring submitted timezone

In Contact record email history is displaying merge fields with "[[]]" instead of "~~"

CRM
Last Updated: 02/27/2019

Issue Number: 1542877

Date Reported:
02/25/2019

Summary:
In a contact records email history if you view the email you will see the merge fields that were used are displaying with "[[]]" around the field itself instead of "~~". This is just an internal display issue. The emails are being sent correctly and contact will not see a problem.

Pop Inbox doesnt show folders anymore

Admin
Last Updated: 03/01/2019

Issue Number: 1545898

Date Reported:
02/27/2019

Summary:
When you access the pop inbox the folder that normally show on the left side of the inbox are no longer showing.

Keap Applications: Appointment link does not update if the User's name is updated

Main Nav
Last Updated: 03/20/2019

Issue Number: 1432987

Date Reported:
11/30/2018

Summary:
Keap Applications: The appointment link does not update if the User's name is altered/changed after the appointment setup has been completed.

Contact Quick Search not working for newly added Contact records.

CRM
Last Updated: 04/02/2019

Issue Number: 1586892

Date Reported:
04/01/2019

Summary:
Recent Contacts added to applications are not appearing in results when using the quick search. We are currently investigating the cause.

Dec 19th Update: Gmail Calendar Sync Error

Apps/API
Last Updated: 02/21/2019

Issue Number: 1273610

Date Reported:
08/10/2018

Summary:
Wednesday, Dec 19th 2018 After investigating the current open issues affecting the Gmail Sync tool, we have discovered the fix requires a complete re-architecture of the tool. We are actively working on this redesign and anticipate having an update within Q1 of 2019. When you try to connect your calendar to Gmail sync it errors {Sign in with Google temporarily disabled for this app} We are actively investigating.

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.

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

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