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RESOLVED: API Encrypted Key changed to a new value without any change to the Passphrase

Issue Number: 2428228

Issue Status: Support Researching

Date Reported:
05/14/2021

Estimated Resolution Date: 5/14/2021

Summary:
May 14, 2021: 7:20am MST: Issue Resolved The rollback has been completed and all affected applications should now be seeing the old encrypted key return to their settings. Any applications where the passphrase was updated or any integrations updated to use the encrypted key erroneously generated over the last 5 hours will need to verify that their keys match the current value. 5:50am MST: Our developers have identified a fix and are applying it to all applications. Unchanged encrypted keys should revert to their previous values; however, any key that was updated - either by changing the passphrase or the new key was copied into an existing integration - will need to be updated to reflect the new value once the fix is fully deployed. We expect the fix to reach 100% of applications within approximately 2 hours (8:00 am MST). 2:00am MST: We have received multiple reports of the API Encrypted Key changing values in apps without any action being taken by users to update this value. Our developers are looking into the issue right now. As we continue looking into this issue, our development team asks that users do not attempt to update the passphrase or reset the encrypted key through other means.

Product Line: Keap & Max Classic

RESOLVED: Some apps experiencing Cloudflare 502 errors when attempting to sign in

Issue Number: 2428613

Issue Status: Done

Date Reported:
05/14/2021

Estimated Resolution Date: 5/17/2021

Summary:
May 14, 2021: 11:30am MST: This issue has been resolved. 8:00 am MST: We have received a number of reports of users being redirected to a 502 error page upon login. In many cases, we have seen that retrying the login process allows for successful login. Our developers are currently looking into the issue.

Alternative Solution:
As a workaround, we've found that navigating to https://signin.infusionsoft.com/, receiving the error, and then navigating back to https://signin.infusionsoft.com/ is sufficient to allow login

Product Line: Keap & Max Classic

Wordpress Infusionsoft Landing page plugin isnt displaying any landing pages

Apps/API

Issue Number: 2117294

Issue Status: In Progress

Date Reported:
07/29/2020

Estimated Resolution Date: 8/19/2020

Summary:
12/07/2020 The Development team is still investigating this issue. 10/01/2020 The team will be addressing this issue in Q4 of this year. 7/29/2020 Some users are experiencing an issue with Wordpress Plugin: "Infusionsoft Landing Pages" not displaying any published Landing pages. and can not add new ones within wordpress.

Product Line: Max Classic

eWay Integration not working, showing "Login Failed" errors

Issue Number: 2344743

Issue Status: Support Researching

Date Reported:
03/05/2021

Estimated Resolution Date: 3/26/2021

Summary:
eWay Integration not working, showing "Login Failed" errors. Email shows: We've heard reports of increased rates of failed payments with some of our customers processing payment through eWAY

Alternative Solution:
You may be able to resolve these issues by following the steps in this article: https://go.eway.io/s/article/I-m-trying-to-set-up-Infusionsoft-with-eWAY-but-keep-getting-Login-Failed.

Product Line: Max Classic

Manually sent confirmation emails in Keap sometimes contain the wrong user signature

Issue Number: 2256510

Issue Status: In Queue

Date Reported:
12/16/2020

Estimated Resolution Date: 1/7/2021

Summary:
The email confirmation template used when manually sending a confirmation email is stored in the Branding Center. Which is only accessible in Max Classic. The from email address on the template is configured to send from the contact's owner, but the signature is confirmed to send from a specific user. In some circumstances, this causes the from address and signature to be show different users.

Product Line: Keap

Lead score score activity doesnt show link click

CRM

Issue Number: 2288779

Issue Status: Support Researching

Date Reported:
01/15/2021

Estimated Resolution Date: 2/6/2021

Summary:
Lead score Score activity for link click is disappearing off the contact record. It still records the point value but just doesn't show in the score activity area of the contact record.

Product Line: Infusionsoft

Billing fields (Address and Credit Card) are hidden in the cart when using Opportunity Buy Now links

Issue Number: 2409461

Issue Status: In Progress

Date Reported:
04/23/2021

Estimated Resolution Date: 5/14/2021

Summary:
When you receive the email, open it and click the "Buy Now" link. Notice in the Cart you get sent to, the Billing address and Credit Card fields are not present. Update: We are still looking into this at this time. We hope to have a patch to resolve this by or before 5/14. We will continue to update this issue while we investigate this further.

Product Line: Max Classic

Some Users with existing accounts are receiving CAS ID errors when attempting to link to a new application

Issue Number: 2419948

Issue Status: Support Researching

Date Reported:
05/05/2021

Estimated Resolution Date: 5/26/2021

Summary:
May 5, 2021: We have received reports of an issue impacting some users with existing login IDs which is preventing them from being able to connect to new applications. This appears to only impact users currently logged into account central and can be bypassed by signing up using an incognito or private browser.

Alternative Solution:
This appears to only impact users currently logged into account central and can be bypassed by signing up using an incognito or private browser or clearing cache and cookies before following the link to sign up.

Product Line: Max Classic

Following Links from Landing Pages fails with "Refused to Connect" message when using the embed code

Issue Number: 2175915

Issue Status: Support Researching

Date Reported:
09/30/2020

Estimated Resolution Date: 10/21/2020

Summary:
September 30, 2020: We have received reports that visitors are unable to follow links from embedded landing pages. Visitors see a "refused to connect" error when clicking links from embedded landing pages

Product Line: Keap & Max Classic

Checkout pages converting product price from USD not from the app currency setting

E-Commerce Setup

Issue Number: 2226633

Issue Status: Support Researching

Date Reported:
11/19/2020

Estimated Resolution Date: 12/31/2020

Summary:
11/19/2020 1:52PM MST We have found that on Checkout pages that if an application is set to an international currency, the products are starting in USD and converting to international currency. This causes the price to not match what's under Ecommerce>Products.

Alternative Solution:
Create a hidden second product that at the full international price in USD that way when the Checkout page sees the price it'll read the USD price and convert it to your product's correct price.

Product Line: Infusionsoft

Some Apps: Unable to save Edits to Contact records. Receiving an error message stating: "Something went wrong and we couldn't save this contact's details. Please try again."

Issue Number: 2389801

Issue Status: Review

Date Reported:
04/07/2021

Estimated Resolution Date: 5/19/2021

Summary:
This is a only for some Apps at this time. Our ASR Team needs to confirm that we are seeing the following errors for the exact times you attempted to Save the Contact record, before you connect a case to this: - Unable to update contact java.lang.ClassCastException - Unmapped standard contact field: ANNIVERSARY The Error messages logged in New Relic are Contact ErrorTypes. This may only be for Keap Max Classic apps that use the Keap UI.

Product Line: Keap

In a Max Classic Contact Search, you cannot sort by the Email Column in Grid View

Issue Number: 2409581

Issue Status: In Queue

Date Reported:
04/23/2021

Estimated Resolution Date: 6/4/2021

Summary:
April 23, 2021: We have received reports where users are unable to sort contact search results by the email field. We have seen this occur for some users as the page refreshing but the Contact records not changing position nor showing as sorted by the email addresses.

Product Line: Max Classic

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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Priority

Priority is used to estimate resolution time:

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