This morning, we became aware of a system-wide issue impacting anyone using a 1.19 (Summer Release) involving HTML email templates. At this time we are aware of the full scope of the issue and there is unfortunately no workaround. We’re working hard to address this critical issue as quickly as we can.
There are two main issues at hand: Certain text like apostrophes, registered trademarks, etc. in email would turn into “'” and respective XHTML entities and not be actually rendered as designed. Another impact of the issue is when there are styling around text such as bold or emphasis, it will remove the space between the words.
From what we have tested, it appears all (UPDATE, read below!) few outbound HTML emails are impacted. Including ones from the Classic HTML email editor and the new Email Builder. We’ve isolated the cause and are testing a solution at this time.
We will update this post with progression and resolution. We apologize for this inconvenience and appreciate your patience. We aim to have this resolved over the weekend.
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UPDATES:
1:21 PM 6/11/2010: Our development team narrowed the issue down to only users who edit a template AND click the Source tab. At this time we have a fix in place and are currently testing it. The workaround is to not click the Source tab. One caveat — we are not able to restore the spaces between words that may have been modified by HTML styles. We strongly recommend that users who edited their HTML email templates recently to confirm they are rendering the way it should.
1:27 PM 6/11/2010: We feel confident the changes will pass QA and deployed tonight. Much better than a weekend.
8:04 PM 6/11/2010: The issue has been resolved and deployed to affected applications.
8:21 AM 6/18/2010: Based on a couple reports from customers, we have re-opened this case and have an additional patch that will go out at the next maintenance release. If you’re still having trouble, it is important to contact support so they can properly diagnose the situation.
9:00 AM 6/22/2010: This has been resolved and corroborated by the lack of customer reports of the issue. Thanks for your patience.
{ 18 comments… read them below or add one }
Hi guys,
While you're at it can you also look at the following:
Whenever an á (á) is used, it gets converted to à (&aagrave;) on the first save.
The same happens to accented U's.
After that, it goes downhill and just blurbs out whatever happens to come out randomly.
Strangely enough, all accented I's and O's go through fine.
Interesting, thanks for pointing this out. I've delivered this information to our development team.
~joseph
I want to add one more thing…
Whenever I send accented A's and U's through the API (sendMail), the HTML template is properly parsed and the accented characters arrive as intended.
Thanks, Bob for the info. We've identified the cause of the issue and have a fix in place.
~joseph
For info, it affected me and I hadn't clicked the "source" tab.
Roz,
Thanks for adding this information. I informed the developer and QA manager prior to the release so they could confirm the resolution in mind. They informed me the patch they applied Friday evening would have resolved this.
If you're still experiencing further issues, I recommend contacting our support at 1-866-800-0004. Thank you for letting us know!
~Joseph
FYI – It has affected me, and I haven't clicked the "source" tab either.
Michelle,
Thanks for adding this information. The source tab though a common culprit of this, it appeared that editing of any kind in an email template caused the problem. Good news though, we applied the fix on Friday evening and everything should be resolved.
If you're still experiencing further issues, I recommend contacting our support at 1-866-800-0004. Thanks for taking the time to comment about this issue.
~Joseph
FYI, I seem to have escaped unscathed!
Joe,
The worst seems to be fixed.
Please the dev guys that á still gets converte to à as does ú to ù
I's and E's are still ok.
Bob,
Can you give this another shot today? We're confident we resolved the issue on Friday evening. That said, if you run into this issue again, can you contact our support team for further investigation?
~joseph
I will, thanks Joe.
— still doesn't seem to work.
Is there any way to opt-out of these automatic updates and 'fixes'?
Justin,
Thanks for commenting. Can you please contact our support team at 1-866-800-0004 for further investigation? We need to analyze exactly what's happening in your circumstance so we can address it.
This bug (like many others) was completely unexpected and we apologize for the impact this had on your Infusionsoft experience. We deployed the 2010 Summer Release slowly for this purpose and have luckily identified the issue early on. The updates are necessary so we can provide all our users the best in features and performance in their Infusionsoft application.
If you still experience further issues, please contact our support team at 1-866-800-0004 for further assistance. Thanks for your patience and understanding.
~joseph
Haven't edited a template in weeks, just went to edit one tonight and it has clearly been affected by this issue. I didn't worry about checking my templates after reading the updates above, but clearly this was declared resolved too quickly and you should alert everyone to check each and every template they have.
Thanks for letting us know, Sean. We resolved the issue based on the reports coming from customers and multiple tests by our QA team. If you have an issue to report, I strongly recommend contacting our support team if the issue persists so they can properly diagnose the situation.
~joseph
Hey team,
I have had four different clients call over the past 48 hours and tell me that the editor is corrupting their code.
This is far from resolved.
Christian,
Thanks for checking up on this. Unfortunantely, we can't go off of much from corrupting their code. There was a period were some templates were damaged, but that was resolved. (But if a template was damaged, users would need to fix it.)
If you have an issue to report, I strongly recommend contacting our support team if the issue persists so they can properly diagnose the situation.
~joseph