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Support May 24, 2023 @ 04:46 pm
Hi Sergio,
Thanks for this information.
When a record is added to the prospect list on the CRM side, we'd expect that to be synced to Mailchimp in the next scheduler run. What you observed, which the record not syncing to Mailchimp, is not what we would expect.
When a record is added to the audience on the Mailchimp side, we'd expect that data to sync to the CRM right away. If you remove the contacts from the prospect list on the CRM side, we'd expect those records to be unsubscribed from Mailchimp. Your observed behavior sounds correct.
Given what you say about the Health Status page showing in-progress for both lists and that the records you added in the CRM didn't make it to Mailchimp as we'd expect, it sounds like we may have an issue with the scheduler. We need some additional troubleshooting:
RETRIEVE ERRORS: We need to see when the last batches were sent to Mailchimp and if they had any errors. To get this information, please navigate to SugarChimp's Health Status page and change the /health-status portion of the URL to /adminbatches. What dates appear within the date_entered column?
Next, click Show along the left-hand side of the page. If you have errored operations within the last 10 batches click Download Link and send those files along to us at mailchimp@fanaticallabs.com.
DEBUG LOGS: Let's grab some debug logs and send them along to us at mailchimp@fanaticallabs.com. First navigate to the Health Status page and right-click anywhere on the page. Select Inspect and into the Console tab you'll enter the following:
SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/debug'),{},{});
Once in debug, navigate to a record in Sugar and make a change to a contact (just changing their name, for example.) Wait 5 minutes for when the scheduler should run and then send along the logs that appear. Here are the steps for the logs:
- From Sugar Admin, click System Settings
- Click View Log at the bottom of the page
- Click All at the top of the page
- Copy/paste the text that appears into a .txt file
- When completed, you can return the logger level to normal by pasting the following into the Console tab
SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/normal'),{},{});
These debug logs may tell us why your scheduler appears stalled. If you want to hop on a call and walk through these steps together, feel free to schedule a time that works for you here: https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting
Thanks, Heidi
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Support May 16, 2023 @ 03:42 pm
So sorry you got those emails. We've resolved the issue that caused this. Thanks for letting us know!
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Support May 16, 2023 @ 03:38 pm
Apologies! I think we've got this resolved but please let me know if you still have more emails.
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Support May 12, 2023 @ 08:11 pm
Just wanted to quickly follow up here and let you know I'm closing the case on this end. We communicated a bit through email so feel free to reply back there if you have any further questions.
Heidi
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Support May 12, 2023 @ 08:07 pm
Hi Fred,
Apologies for my delay. We have an updated version of SugarOutfitters which fully uses Mailchimp API 3.0. You can find more information on updating to the latest version here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360004608392-Update-to-the-Latest-Version-of-SugarChimp
If you have any trouble finding the right version, let me know at mailchimp@fanaticallabs.com.
Best, Heidi
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Support May 12, 2023 @ 08:01 pm
Hi Sergio. Happy to help. You are correct that the customer needs to update to the latest version of SugarChimp. The latest version of SugarChimp is SugarChimp 13.0.0 (which is for Sugar versions 12 and up.)
The latest version is under the Purchase on SugarOutfitters, but if you have any trouble finding it, feel free to let me know mailchimp@fanaticallabs.com.
Thanks, Heidi
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Support May 05, 2023 @ 03:27 am
Hi Sergio,
It sounds like you are manually adding contacts to a Target List which is being synced to Mailchimp, but you're not seeing those records appear in Mailchimp. We may need some debug logs, but let's start with some basics. Can you tell me if we're getting any errors back? You can find this information by following the steps below. You can email those files to us at mailchimp@fanaticallabs.com.
- From within Sugar Admin, navigate to SugarChimp's Health Status page
- Change the /health-status portion of the URL to /adminbatches
- Click Show along the left hand side and see if you have any errored operations
- For any errors, click Download Link and send the file that downloads to mailchimp@fanaticallabs.com (if they all have errors, you can just send along a few)
Additionally, can you send your current Sugar logs to mailchimp@fanaticallabs.com as well? Here are the steps:
- From within Sugar Admin click System Settings
- Click View Log at the bottom of the page
- Click All at the top of the page
- Copy/paste the text that appears into a text file and send it along as a response to this email
Thanks for your help in troubleshooting.
Best, Heidi
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Support April 13, 2023 @ 08:14 pm
Thanks for this summary, Sergio. We have a more recent version of SugarChimp and between SugarChimp 11 and our current version, we've adjusted and fixed a lot of things. I think it's worth starting by updating to the latest version (which I've sent you through email) and if the behavior continues, following the steps below.
We wouldn't expect the Target List to empty, so I think it's worth gathering a bit more data if the issue persists with the new version. For privacy purposes, it's best to send this response to our email at mailchimp@fanaticallabs.com.
Are you seeing this for all the lists you're syncing? Can you take a screenshot of your Health Status page? You can access this by navigating to the Health Status page within the SugarChimp section of your Sugar Admin page. Additionally, if we see the behavior at a specific time and can replicate it, let's get some debug logs so I can take a closer look:
- From within Sugar Admin, navigate to the Health Status page.
- Right-click anywhere on the page and select Inspect. Switch to the Console tab, and then paste:
SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/debug'),{},{});
- Replicate the steps you mentioned above to the point where the scheduler attempts to empty the Target List.
- Send over the logs. You can get these by following the steps below:
1. From Sugar Admin, click System Settings 2. Click View Log at the bottom of the page 3. Click All at the top of the page 4. Copy/paste the text that appears into a .txt file to send as a reply to this email
- When completed, you can return the logger level to normal by pasting the following into the Console tab:
SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/normal'),{},{});
If you want to hop on a call to troubleshoot together, let me know!
Heidi
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Support April 13, 2023 @ 01:22 pm
Hi Sergio,
Happy to help. By default, SugarChimp is a bi-directional sync unless we specifically turn off Mailchimp to Sugar functionality. If I understand correctly, you're manually adding contacts to the Prospect/Target List, that data is syncing to Mailchimp, but then on it's own the Target List removes contacts from the Target List, is that correct? I'm curious if contacts are removed or if fields themselves are being overwritten with empty data. How quickly are you observing this behavior (the next scheduler run or several days later?) Is anything occurring in Mailchimp or any other re-syncs being done during this timeframe?
Can you tell me tell me how many lists you're syncing? This can be found on the Health Status page. Additionally, can you tell me what our Sync Settings are for the list that's having this issue, as shown here: https://d.pr/i/amltH0. Are we syncing just those records we manually add to the Target List or all contacts?
Thanks for your help in troubleshooting.
Best, Heidi
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Support April 12, 2023 @ 04:27 pm
Hi Vlad,
Thanks for sending that information along to our email. I don't see anything out of the ordinary with this purchase, so I recommend following up with SugarOutfitters directly to troubleshoot why this is appearing for you.
In the meantime, I've gone ahead and replied to your email with the package you're needing. Let me know if you run into any further trouble.
Best, Heidi
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Support April 12, 2023 @ 12:59 pm
Hi Vlad,
Happy to help. So I can take a closer look, can you send an email to zendesk@fanaticallabs.com with your license key? Additionally, can you confirm the account that was used to purchase Fanatically Zen?That will help me locate the order and see additional details.
Thanks, Heidi
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Support March 31, 2023 @ 05:27 pm
Hi Ann-Christin,
Thanks for sending this along. I think it would be helpful to get some debug logs so we can more closely see the logic hook that's running. Can you send along (in an email to mailchimp@fanaticallabs.com) a screenshot of your Health Status page as well as your license key? Additionally, it would be helpful if we can get some debug logs while replicating the behavior you're seeing. Can you re-enable SugarChimp, put SugarChimp into debug mode, and attempt to replicate the behavior you're seeing? I'm including these steps below:
- Re-enable SugarChimp. From within Sugar Admin, navigate to the Health Status page.
- Right-click anywhere on the page and select Inspect. Switch to the Console tab, and then paste:
SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/debug'),{},{});
- Attempt to replicate the relationship change. (Changing their relationship and waiting for it to revert.)
- Send over the logs. You can get these by following the steps below:
1. From Sugar Admin, click System Settings 2. Click View Log at the bottom of the page 3. Click All at the top of the page 4. Copy/paste the text that appears into a .txt file to mailchimp@fanaticallabs.com
- When completed, you can return the logger level to normal by pasting the following into the Console tab:
SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/normal'),{},{});
Please let me know if you have any trouble with this process.
Best, Heidi
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Support March 21, 2023 @ 02:16 am
Happy to help. You are right that this isn't expected behavior. To confirm, have you walked through the Setup steps and successfully connected to Mailchimp? It might be helpful to get a little more information. Can you send along a screenshot of your Health Status page and a copy of your CRM logs to us so we can take a closer look? Our email is mailchimp@fanaticallabs.com and the steps to find this information are below:
Health Status
To find the Health Status page, navigate to your CRM Admin page and scroll to the bottom of the page. Click on Health Status under the SugarChimp heading.Logs We may need more detailed, debug logs if the answer isn't clear in these logs, but to start can you follow the steps below and send along what you find?
- From within Sugar Admin click System Settings
- Click View Log at the bottom of the page
- Click All at the top of the page
- Copy/paste the text that appears into a text file and send it along as an attachment to the email noted above.
Thanks for your help in troubleshooting.
Best, Heidi
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Support February 23, 2023 @ 02:19 pm
Hi Angela,
Thanks for reaching out. I see we also got an email with this issue, so I'll follow up there with further troubleshooting.
Thanks, Heidi
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Support February 06, 2023 @ 03:38 pm
Thanks for reaching out. As Matt mentioned, if you could reach out to SugarOutfitters directly with the order number that would help immensely in getting this subscription canceled for you. If they change their mind and want to continue using SugarChimp, but need some additional guidance and support, we'll be happy to help with that as well.
Please let us know if you have any trouble!
Best, Heidi
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Support January 10, 2023 @ 04:24 pm
Hi Adam,
Happy to help. Once they move from Suite to SugarCRM, they'll need to install SugarChimp for SugarCRM. If they're using SugarOnDemand, they'll install SugarChimp 12.3.0. If they're using an older version of Sugar (11 or below) they'll use SugarChimp Legacy. Both are found within their purchases on SugarOutfitters. They can use the existing license key without issue.
If you have any trouble along the way, let us know and we'll be happy to help!
Best, Heidi
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Support December 15, 2022 @ 07:02 pm
It was great to check in with you regarding this issue. Just a quick follow-up in case anyone else encounters this issue: it looks like the request was being blocked by a managed AWS firewall rule. We're looking further into why this request may be blocked to see if there's anything we can adjust to prevent this going forward. We'll follow up through our existing email when we have a follow-up.
Please let us know if you have any further questions in the meantime.
Best, Heidi
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Support December 14, 2022 @ 01:50 pm
Hi Beatriz,
Thanks for reaching out. I've emailed the latest version of SugarChimp to you that will resolve these issues.
The best way to update SugarChimp is to simply install the latest version. There's no need to uninstall the prior version.
Please let me know if you don't get my email or have any further trouble updating SugarChimp.
Best, Heidi
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Support December 12, 2022 @ 08:22 pm
Hi Giovanni,
Happy to help. This error indicates that a name wasn't entered for a Mailchimp campaign at the time the campaign was created. When creating a campaign within Mailchimp you'll need to add a name for the campaign, as shown here: https://d.pr/i/NsIWME. When left blank, Mailchimp will automatically fill it in with default text. However, their default text isn't saved to the database and is only displayed on Mailchimp's front end so it isn't available for SugarChimp to obtain. Going forward, just be sure to fill in the name at the time of campaign creation.
We attempt to grab the campaign data for about 30 days after a campaign is sent, so these errors will continue for about 30 days but will reduce as new campaigns are named.
Please let me know if you have any further questions.
Best, Heidi
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