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Domain/IP Reputation: Contains an URL listed in the URIBL blacklist warning appearing in spam checker

Broadcast

Issue Number: 2464839

Issue Status: Support Researching

Date Reported:
06/29/2021

Estimated Resolution Date: 8/10/2021

Summary:
Tuesday, June 29th, 2021 8:10AM PHX: This issue has been resolved on our end, however the warning may still appear in the email builder for the next couple of hours. Users can still send their email broadcast even if the warning does appear. We have received many reports from users regarding seeing the spam checker warning "Domain/IP Reputation: Contains an URL listed in the URIBL blacklist" when composing an email in the broadcast builder. This looks to be related to any links that would use keap.app which can also include images inserted into the email and the signature block. Users should still able to send their email despite the warning appearing.

Alternative Solution:
Since this is just a warning, users can still send their email even though the warning appears. Simply follow the usual steps to send the broadcast and it should still send correctly.

Product Line: Keap & Max Classic

User's Mail Account tabs are throwing a "There was an error while loading content" error

Admin

Issue Number: 2467177

Issue Status: Deployed

Date Reported:
07/01/2021

Estimated Resolution Date: 7/22/2021

Summary:
7/1/21 4:14 PM We have found that in app ZE202 all of the users have "There was an error while loading content" error showing up on his/her Mail Accounts tab

Alternative Solution:
None

Product Line: Max Classic

Checkbox custom field selections do not save to contact record when submitted via Keap Public Form

CRM

Issue Number: 2469931

Issue Status: Deployed

Date Reported:
07/06/2021

Estimated Resolution Date: 7/27/2021

Summary:
We have received a report regarding checkbox custom fields with Keap Public Forms. It appears the selections made for the checkboxes are not being saved to the contact record that is created when the public form is submitted. We're currently looking into this issue.

Alternative Solution:
None currently for using checkboxes on public forms.

Product Line: Keap

New users are unable to signup for a free trial app

Issue Number: 2486829

Issue Status: In Progress

Date Reported:
07/21/2021

Estimated Resolution Date: 7/21/2021

Summary:
July 21st 2021 1:35 PM PHX This issue has been resolved for any future attempts to sign up. Our development team is working to identify the users which submitted failed attempts and are discussing the best way to handle those. July 21st 2021 11:27 AM PHX Our developers have identified the cause of this issue and have created a fix. We are in the process of testing to confirm this fix before we make updates. July 21st 2021 10:32 AM PHX Our development team was alerted to an issue with new free trial applications. When a new user attempts to signup for a free trial, the attempt fails. The user will likely see a message explaining Keap does not have an app ready, or that the app couldn't be created and asks the user to contact sales. The invite email will also not be sent.

Product Line: Keap

Users in Keap Max and Pro apps are unable to login starting at about 10:00 AM on 07/22/2021

Issue Number: 2487824

Issue Status: Deployed

Date Reported:
07/22/2021

Estimated Resolution Date: 7/22/2021

Summary:
07/22/2021 10:01 AM MST We have received reports that users are unable to login to Keap Max and Keap Pro apps. 07/22/2021 10:04 AM MST Our teams are working to identify the cause of the issue 07/22/2021 10:12 AM MST The issue has been identified, and a fix is currently in progress 07/22/2021 10:32 AM MST A fix has been deployed and users should no longer be seeing login issues

Alternative Solution:
There is currently no workaround at this time

Product Line: Keap

Some Campaign and Email Broadcast URL custom field merge links are redirecting to a 404 Error when there's a Question Mark in URL

Campaign Builder

Issue Number: 2499868

Issue Status: Integration

Date Reported:
08/06/2021

Estimated Resolution Date: 8/28/2021

Summary:
8/10/21 1:30 PM PST This issue has been resolved. 8/10/21 12:24 PM PST Our development team has identified the cause of this issue and is working to get it fixed as soon as possible. 8/6/21 6:23 PM PST We have found that some campaign and email broadcast URL custom field merge links are opening their redirect links in emails to an Error 404 page if there is a question mark in the URL.

Alternative Solution:
If you can use an email broadcast or hotlink directly to the url rather than using the merge field.

Product Line: Max Classic

The only append inf_contact_key to white listed domains setting doesn't work

Marketing

Issue Number: 2543351

Issue Status: Deployed

Date Reported:
09/29/2021

Estimated Resolution Date: 10/20/2021

Summary:
Sept 29th 2021 12:14 PM PST When only append inf_contact_key to white listed domains is set to yes, the contact key should only add to domains listed in the white listed domains box. Instead, the contact key is being added to all domains regardless of that setting.

Product Line: Max Classic

New Landing Page Goal is not present in some apps

Campaign Builder

Issue Number: 2543569

Issue Status: Deployed

Date Reported:
09/29/2021

Estimated Resolution Date: 10/1/2021

Summary:
The Landing Page Goal is not present in some Max Classic apps. We are working on a resolution to fix this so it appears in all Max Classic apps once more as soon as possible. Existing Landing Pages are unaffected and Campaigns will still work with them.

Alternative Solution:
You can right click on and duplicate any existing Lading Pages, to create new ones in your Campaigns if necessary.

Product Line: Max Classic

SSL Certificate Expiration Errors

Issue Number: 2544057

Issue Status: Support Researching

Date Reported:
09/30/2021

Estimated Resolution Date: 9/30/2021

Summary:
We have received reports from some users that they cannot access their applications, seeing "This Connection is Invalid. SSL certificate expired." errors as well as "Your connection is not private "ERR_CERT_DATE_INVALID" errors for signin.infusionsoft.com. We have also seen users reporting SSL certificate expiration errors when attempting to utilize the API. We are currently investigating these issues.

Alternative Solution:
There is no current workaround at this time.

Product Line: Keap & Max Classic

Users are seeing "Oops! Looks like you tried to log in to an app for which you aren't a user" error when attempting to log in after creating a new Free Trial or purchasing a new application

Issue Number: 2544696

Issue Status: Closed

Date Reported:
09/30/2021

Estimated Resolution Date: 10/1/2021

Summary:
Update: 10:00PM MST 9/30/21 This issue has now been resolved for all affected applications and users that experienced this error due to the issue will be able to log in. We have been made aware that users are unable to log into newly created Free Trial accounts and newly purchased applications due to encountering an "Oops! Looks like you tried to log in to an app for which you aren't a user" error. It appears this started at 10:15am MST. We are currently investigating this issue.

Alternative Solution:
There is currently no workaround for this issue.

Product Line: Keap & Max Classic

Users unable to download Company Files and Company Images from the Files page

Main Nav

Issue Number: 2544991

Issue Status: Deployed

Date Reported:
10/01/2021

Estimated Resolution Date: 10/22/2021

Summary:
We have been made aware that users are experiencing a "Page Not Found" error when attempting to download files from the Company Files and Company Images tabs on the Files page. We are currently investigating this issue.

Alternative Solution:
If the file is an image file with a preview, users can open the preview of the image and save it via their operating system (such as right clicking on the image and choosing to save it). If a user needs to download a file that does not have a preview from the Company Files tab, they can create an email using the campaign builder or broadcast builder, and insert a link configured as a file download for that specific file. They can then send the email to themselves, and when they receive it they will be able to download the file from the link.

Product Line: Max Classic

Some email broadcasts are not tracking opens

Marketing

Issue Number: 2548007

Date Reported:
10/05/2021

Summary:
10/05/2021 11:38 AM MST Due to a recent bug fix that occurred on Oct 1st, 2021 at 5:30 PM MST, email broadcasts that were created in Sept 2021, but were scheduled to send after Oct 1st, 2021 at approximately 5:30 PM MST will not track opens. It is strongly suggested to re-schedule any email broadcasts that have not yet sent, and have a created date in Sept 2021. Any email broadcast created after Oct 1st, 2021 at 5:30 PM MST will not have an issue with tracking opens.

Product Line: Max Classic

SOME-APPS campaign email process isnt displaying in some apps

Campaign Builder

Issue Number: 2549022

Issue Status: Deployed

Date Reported:
10/06/2021

Estimated Resolution Date: 11/17/2021

Summary:
Within the campaign builder/advanced Automation the sequence process for email is missing in some apps.

Product Line: Keap

Quotes, Invoices, and Recurring Invoices are not sending when using the Send/Send Email options

Issue Number: 2550904

Issue Status: Done

Date Reported:
10/08/2021

Estimated Resolution Date: 10/8/2021

Summary:
We have received reports from users that Quotes, Invoices, and Recurring Invoices are not sending when using the "Send" button or "Send Email" button after creation. We are currently investigating this issue.

Alternative Solution:
Currently, the workaround is to copy the link from the page where you have the option to email/text the Invoice, Recurring Invoice, or Quote and then send the contact an email directly from their contact record with the link inside.

Product Line: Keap

Landing page goal is not working

Campaign Builder

Issue Number: 2559787

Issue Status: Deployed

Date Reported:
10/16/2021

Estimated Resolution Date: 10/16/2021

Summary:
Oct 16tg 2021 11:33 AM PST This issue has been resolved. Oct 16th 2021 11:25 AM PST We have confirmed the steps we took has corrected this issue in our testing and expect your applications are fixed too. However, we are continuing to monitor and make any necessary updates to be 110% sure it is fixed for everyone. Oct 16th 2021 11:03 AM PST Our development believes they've identified the cause of this issue and are taking steps to resolve it right now. We are monitoring and testing periodically to make sure we can provide updates as soon as it is fixed. Oct 16th 2021 10:21 AM PST We are still investigating the cause of this issue. We will post more updates when they are available. Oct 16th 2021 9:25 AM PST We have received many reports of landing pages not triggering goals inside campaign builder when the landing page is submitted. We've confirmed contacts are being created, and email addresses are being opted in by landing pages.

Product Line: Keap & Max Classic

New Keap apps are unable to complete onboarding steps

Issue Number: 2561101

Issue Status: In Queue

Date Reported:
10/18/2021

Estimated Resolution Date: 11/8/2021

Summary:
Oct 19th 2021 11:10 AM PST This issue has been fixed. Oct 18th 2021 3:00 PM PST Our development team has identified what caused this issue and have manually corrected all applications which have reported this issue. Oct 18th 2021 12:39 PM PST We are hearing reports from some new Keap apps that users see a blank page when completing onboarding step 6. Then when they go back, they are asked to complete onboarding again and cannot access their app.

Product Line: Keap

Links from emails are displaying errors instead of redirecting/Email delays

Broadcast

Issue Number: 2561812

Issue Status: Deployed

Date Reported:
10/19/2021

Estimated Resolution Date: 10/19/2021

Summary:
10/19/2021 3:00 PM MST This issue has been resolved 10/19/2021 12:57 PM MST We are continuing to work to clear up any emails that are still delayed, and any email links that may still be directing to an error page 10/19/2021 11:06 AM MST A fix has been implemented and we are seeing some email links working correctly. We are continuing to work to clear up any emails that are delayed, and remaining email links that may still be redirecting to an error page 10/19/2021 8:36 AM MST We are working on a fix for email links directing to an error page, and to alleviate the delay of email sending that was caused by this issue. 10/19/2021 8:18 AM MST Our development team is investigating and working on a fix 10/19/2021 8:00 AM MST We have received reports that email links are displaying "upstream connect error or disconnect/reset before headers. reset reason: connection termination", and email delays

Product Line: Keap & Max Classic

Unable to publish landing pages when they contain a checkbox, dropdown, or listbox

Campaign Builder

Issue Number: 2561408

Issue Status: In Queue

Date Reported:
10/18/2021

Estimated Resolution Date: 10/20/2021

Summary:
Oct 20th 2021 11:50 PM PST This issue has been resolved. Oct 18th 2021 7:19 PM PST When a landing page contains virtual or custom checkboxes, dropdowns, or list boxes, the landing page displays a woops something went wrong error when trying to publish.

Product Line: Keap & Max Classic

Staff users are unable to view deals

Issue Number: 2564914

Issue Status: In Queue

Date Reported:
10/21/2021

Estimated Resolution Date: 10/21/2021

Summary:
Oct 21st 2021 4:30 PM PST This issue has been resolved. If you are still seeing this issue in your application please contact our live support team via phone or chat so we can reload your application. Oct 21st 2021 3:45 PM PST Our development team has a fix created and will be updating all applications momentarily. Oct 21st 2021 2:49 PM PST Our development team has identified the cause of this issue and is working to get it fixed as soon as possible. Oct 21st 2021 2:27 PM PST When a staff user clicks to open a deal from the contact record, or the pipeline they see a deal does not exist or was deleted message

Product Line: 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