Good news; we’re confident this has been resolved. We’re seeing messages be received and to be accepted much faster than during this issue. From this morning onward, we have not observed issues between our servers and GoDaddy.

If you encounter future delivery issues to GoDaddy-hosted email accounts, please let us know by opening a case on the Fusebox. Thanks for your patience during this period.

The problem is unrelated to Infusionsoft and is due to our backend billing and account management system. This issue does not impact any customer’s application. This would also hinder the ability for people to upgrade to a different plan in their application.

This is what the error message would look like:

Update – 12:58PM: This issue has been resolved.

]]> http://www.infusionsoftstatus.com/03/2010/infusionsoft-signup-issue/feed/ 0 http://www.infusionsoftstatus.com/03/2010/infusionsoft-signup-issue/ http://feedproxy.google.com/~r/InfusionsoftStatus/~3/sCya7Db4w7I/ http://www.infusionsoftstatus.com/03/2010/planned-network-maintenance-on-313-%e2%80%93-expected-downtime/#comments Wed, 03 Mar 2010 21:03:34 +0000 Joseph http://www.infusionsoftstatus.com/?p=517 As we continue to grow, so do our network needs. We will be making major upgrades to our network infrastructure and this will cause a planned downtime for all users of Infusionsoft during our lowest of usage periods.

Infusionsoft will be unavailable on Saturday, March 13, 2010 between 12:00 AM and 3:00 AM EST. (Click here to see what time in your time zone.) We don’t plan our network upgrade to take this long however, we are prepared for any delays or issues that may come up.

During this period, you will not be able to access or use Infusionsoft. In addition, scheduled actions in Infusionsoft will not be ran including follow-up sequences, broadcasts or any other scheduled actions during this time period. (They will run directly following the downtime, requiring no action on your part.)

IMPORTANT! During this during this downtime period…

• eCommerce pages such as store fronts, order forms and any other public-facing pages will not be accessible;
  
• Web Form submissions will be non-functional;
• Trackable Links will be non-functional;
• Affiliate redirects will be non-functional;
• Open-rate tracking will be non-functional;
• Applications will be inaccessible completely to anyone who accesses it;
• API connections will not function;
• All applications (even our own) will be impacted by this downtime.

This blog will be updated with details prior to and after the network upgrade, and we’ll also keep you posted on our @InfusionStatus Twitter account.

Thanks for your understanding and patience!

We have researched this and here’s what we know:

• Single opt-in messages may not be received by GoDaddy email users.
• We are transmitting the messages and their servers appear to have acknowledged them. (Meaning, they are not bouncing.)
• Only a small number of users have reported issues with this to us.

In an effort to be honest and transparent about the issue, we do not know the following:

• We do not know how many users are impacted.
• We do not know why emails are not being received.
• We do not know how to resolve this at this time.
• We do not have an estimated time of resolution.

We are currently working with GoDaddy staff to research and resolve this with us. If you have examples and feel you are personally affected, please submit a Fusebox case so our team can research and resolve this quickly.

Please do not contact support about this known issue. We are aware of it and are working to resolve it for all users. If you would like to contribute on the resolution of this matter, please submit a Fusebox support case.

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RESOLVED 3/8/2010 2:43PM — After a few discussions and hands-on assistance from GoDaddy, we believe this issue is resolved. Specifically, we’re seeing messages arriving in a timely manner and we were able to identify where the restriction in the mail took place and addressed it. People who have their email hosted by GoDaddy should now be receiving their single-opt-in and (all) messages as expected. Our apologies for the delay and we thank GoDaddy for their assistance in resolving this for our users.

Tonight we’ll be turning it on. How cool is that?

Pretty cool.

However, we need to let you know some things about it:

• We do not “officially” support it, yet. It’s experimental. We’re adding features and making changes to it on a weekly basis – it would be moot to bother documenting things that will change the next week. Use the “Submit Feedback” link to let us know if you spot any issues or tell us what you like/dislike about it.
• It will eat your existing templates. It’s important to heed the warning when editing an existing template and saving in the Email Builder – your previous email template will disappear. This is normal and is working as designed. We’ve warned you.
• Use Firefox 3. The email builder is only compatible with Mozilla Firefox. Ideally, use the latest version for maximum compatibility. Internet Explorer users will be greeted with a friendly (or not so friendly) notice to tell them to use Firefox. Again, this works as designed.
• Experiment. Have fun and play around with it. We want you to give it a shot and start using it. We’ve built this from the ground up and you’ll will undoubtedly be impressed by all its power despite the tagline of “Experimental.”

We’re proud to let you use the most advanced technology in email marketing. However, if we see some issues, we may take the editor offline in the best interest of all users. We know you want it; we’re gonna make this editor kick your old one in the pants.

One last reminder here – do not contact support for questions on the editor unless it is absolutely critical and is causing you to lose money, can’t send emails or other mission-critical functions. We’re listening to all your feedback (good and bad) from the Submit Feedback link.

Thanks and you’re welcome.

To take advantage of these, log into your Infusionsoft application. Be sure to check the Fusebox if you’re not sure of how to do something and make note of the highlights.

We thank you for your patience and support while we sensibly and cautiously deployed this major update to the Infusionsoft application.

This is what it will look like when you edit your email templates:

Because this editor is experimental, it means we might need to turn it off at anytime to make changes and it could be broken. It’s built from scratch and might not be perfect. That said, please let us know any problems, issues, complaints or compliments with how the editor works for you when it’s online.

Pictured above though is an enhanced email editor with three tabs that will help you manage your email templates better. The source tab is really sweet and cleans your code up so you can edit it with only novice HTML skills.

Thanks for your patience and we can’t wait to have this working for you.

UPDATE 2/25/10: The email builder is now online. Read more here: http://www.infusionsoftstatus.com/02/2010/email-builder-enabled-for-all-users/

]]> http://www.infusionsoftstatus.com/02/2010/experimental-email-builder-is-offline-for-now/feed/ 0 http://www.infusionsoftstatus.com/02/2010/experimental-email-builder-is-offline-for-now/ http://feedproxy.google.com/~r/InfusionsoftStatus/~3/dCEhrVephpY/ http://www.infusionsoftstatus.com/02/2010/godaddy-email-delivery-issues-resolved/#comments Fri, 19 Feb 2010 17:51:10 +0000 Joseph http://www.infusionsoftstatus.com/?p=494 Early this week, we identified an issue regarding delivery to email servers hosted by GoDaddy that occurred on February 17, 2010. We recently resolved this as quickly as we could, but users of Infusionsoft might have had difficulty sending and/or receiving messages originating from our servers.

We researched and identified the users who have been significantly impacted by this situation and provided them further support on this matter via login notification to their application.

This issue was caused by an error from one of the organizations GoDaddy uses to protect users from spam. GoDaddy has been helpful to identify the cause and help us seek swift resolution with the right parties. This issue caused the delivery of all types of email including transactional emails (e.g. Web Form Reports to administrators) if you have email provided by GoDaddy.

Just to recap – there was an email delivery issue that some users have been affected by and we resolved it. You are free to send messages to people who might not have received it again. Our support team is available to answer questions you might have on this – though not necessary – by submitting a case on the Fusebox.

We apologize for the inconvenience this caused for you or your business. As we always say, email deliverability is a moving target. Through our quick resolution, we were able to contain the issue to a smaller scope of users.

Some users have become a little anxious for this release (so have we) … but we’ve made difficult decisions to pause deployments in order to address reliability and performance concerns founds during our QA process. We want to instill the trust and the assurance that we have listened to your concerns about it.

Listening is one thing. Action is another. We did both.

This release will be resuming our normal deployment schedule and we will remain vigilant and on guard for any performance issues. (Really, they are too geeky and complex to explain here.) While the date could still change – we’re shooting to have everyone on the Winter Release by February 23, 2010. We’ve taken steps to minimize issues users will see and are proud to be providing this amazing software for entrepreneurs.

Any updates pertaining to this deployment will be posted below. Thanks for your patience to help us provide better quality in this release.

No, we’re not murdering anyone. Rather, we wanted to let you know that in our next release, 187 applications will be upgraded in our next release. However, we want to let you know about something in it that makes us a little uncomfortable.

We don’t like releasing an update when we know there’s a bug. This is why we want to take this moment to inform you about a bug that might cause some questions (or panic — whichever comes first.)

When browsing a sent email template from the application, you’ll see a scary “No body found” error in the email window — this isn’t true — it’s simply cosmetic and does not impact what was actually sent or stored in the database. It’s happening because the application is not pulling the template from the database correctly.

Rest assured, we have our software engineers on it and researching the cause so we can fix it. In addition, we have confirmed this does not reflect what is actually being sent to recipients.

We plan to have this fixed within a couple days, as we know it’s not comfortable for you to see that — but we’re on it and you do not need to contact support about this. Once we fix this, those sent email messages will be shown under contact records.

Thanks for your understanding as we continually work to deliver the best possible experience for you! We’ll continue to closely monitor for performance or software issues as well so you can rely on Infusionsoft for all your marketing needs.

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UPDATES:

UPDATE 2/18 2:00PM: *RESOLVED* We have tested and deployed the fix resolving this. The fix was retroactive as well, meaning the “blank” sent emails now display how they were sent.