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Support July 19th, 2019 @ 7:35 pm
Just wanted to follow up on this case. It looks like this issue was a result of syncing a calculated "days until birthday" field that failed with the birthday field is not set. To resolve this you can either remove the field from syncing, or fix the calculated field logic so that if birthdate is not set it does not fail. This should get the sync back up and running again.
I've sent an email as well, but please let me know if you have any further questions or trouble!
Best,
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Heidi
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Support July 19th, 2019 @ 7:32 pm
Just wanted to quickly follow up here and close this case. It looks like this is a server-specific issue and we've sent an email with more details so your team can further troubleshoot the issue.
Let me know if you have any further issues or you want to schedule a call with Jon, our developer!
Best,
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Heidi
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Support July 19th, 2019 @ 1:08 pm
Awesome! Let us know if you encounter any further trouble.
Best,
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Heidi
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Support July 18th, 2019 @ 6:16 pm
Thanks for this. Can you tell me the version you attempted to upload into the Module Loader? I'm including a link to our latest version, which is 9.1.3. Can you install the latest version and see if the issue still persists?
https://www.dropbox.com/s/5p0as345o53arn4/SugarChimp-9.1.3-for-Sugar789.zip?dl=0
Thanks,
View Comment
Heidi
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Support July 18th, 2019 @ 6:16 pm
Hi John,
There isn't a configuration that's needed to add a webhook. Assuming there's no firewall in place, the webhook should be added when a list is setup or you navigate to the Health Status page. Can you send a screenshot of your Health Status page to mailchimp@fanaticallabs.com so I can take a closer look?
If a record is on multiple lists and they unsubscribe from a campaign, we would anticipate that they would be marked as unsubscribed in Mailchimp, which would mark them as opted out in Sugar. If they are on multiple synced lists in Mailchimp, this would then unsubscribe them from those Mailchimp audiences. We have some advanced configuration options that enable you to change the way unsubscribes are handled. It sounds like you may want to update your globaloptout setting to 2, which would prevent anyone from being marked as opted out in Sugar and therefore protect them from other lists. This feature won't work until we resolve the webhook issue, but in the meantime you can review the setting here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021151492
Thanks for your help in troubleshooting why the webhook isn't appearing in these new lists.
Best,
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Heidi
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Support July 18th, 2019 @ 2:39 pm
Hi John,
Thanks for this response. Yes, an Audience that's set to sync to Sugar should have a webhook installed, which allows Sugar to get updates from Mailchimp. A webhook should have been created in Mailchimp when a list is set up to sync within Sugar. Can you confirm that the Audience in Mailchimp is synced to a Sugar Target List? You can see this by clicking on Health Status within the SugarChimp section of Sugar's Admin page.
Can you tell me if you've changed and security settings since the new Mailchimp Audiences were installed, such as setting up a firewall?
Thanks for your help in troubleshooting.
Best,
View Comment
Heidi
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Support July 18th, 2019 @ 1:33 pm
Happy to help. Can you tell me the version you attempted to upload into the Module Loader and if the installation was successful?
Regarding the errors, it sounds like certain files we expect to be installed are either not found or not accessible by Sugar. Sugar has recommended permissions that need to be set in order for Module Loader to be able to put files where they need to go, and have proper access to them. Without knowing more about your server setup, here are some helpful links that we need to check and see if that is what is going on:
https://support.sugarcrm.com/Knowledge_Base/Platform_Management/Required_File_System_Permissions_on_Linux/index.html
https://support.sugarcrm.com/Knowledge_Base/Platform_Management/Setting_Default_File_Permissions_and_Ownership_Via_config.php/Thanks,
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Heidi
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Support July 18th, 2019 @ 1:16 pm
Happy to help. The ability to sync activity data from Mailchimp to Sugar and view campaign data within the Mailchimp Activities module is if you're on the Professional or Ultimate plan. Instead, you can view campaign activity using the dashlet. You can set up a dashlet at the record level by using the directions below:
https://fanaticallabs.zendesk.com/hc/en-us/articles/360021367531-Setting-up-the-Mailchimp-Activity-Dashlet-in-Sugar-7-and-above
If you decide you'd like to sync campaign data from Mailchimp to Sugar (which allows you to view it within the module as well as use Sugar reports to pull Mailchimp level data) you can upgrade your SugarChimp to Professional using the instructions below:
https://fanaticallabs.zendesk.com/hc/en-us/articles/360020084332-How-to-switch-plans
Please let me know if you have any further questions!
Best,
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Heidi
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Support July 15th, 2019 @ 1:01 pm
Happy to help. You can find 9.1.2 at this link here:
https://www.dropbox.com/s/ku57uanw9uyql2g/SugarChimp-9.1.2-for-Sugar789.zip?dl=0
If this doesn't resolve the issue you're encountering, please let us know and we can troubleshoot further!
Regards,
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Heidi
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Support July 11th, 2019 @ 1:56 pm
Thanks for meeting today to walk through SugarChimp. As a recap, we checked the ensure data was syncing from Sugar to Mailchimp and verified there weren't any errors. It looks like the scheduler (which sends the data from Sugar to Mailchimp) is running every 5 minutes and we tested an update to confirm the change was made as expected. It looks like everything is working the way it should!
When the new manager is ready, they're welcome to schedule some time with us to walk through the integration and how the data is currently sent between Mailchimp and Sugar.
https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting
Let me know if you have any further questions or concerns!
Best,
View Comment
Heidi
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Support July 10th, 2019 @ 4:19 pm
No worries. Can you make a change to a contact in Sugar, then wait 5-10 minutes and see if that change is reflected in Mailchimp? This will tell us if there are issues syncing data from Sugar to Mailchimp.
If you'd like, we can jump on a call to walk through the integration to make sure it's working the way it should. If you'd prefer to do that, feel free to schedule a convenient time for you below:
https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting
Thanks!
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Heidi
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Support July 10th, 2019 @ 1:51 pm
Thanks for checking in. I haven't yet received word on if this most recent step worked.
To recap, it sounds like some data was making it's way from Sugar to Mailchimp. We updated to the most recent version and needed to reconnect to Mailchimp using the steps in the prior message.
Can you tell me if you're still experiencing issues seeing data move from Sugar to Mailchimp?
Thanks,
View Comment
Heidi
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Support July 8th, 2019 @ 5:29 pm
Hello Olivia,
I just wanted to update the forum here to indicate that we are still working on getting your system working via email. We are still in need of some logs to further debug the issue. As soon as we know more about what's going on, we will be sure to update this forum again.
Thanks for your patience as we are working through these issues together.
Kind Regards,
View Comment
Jon
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Support July 8th, 2019 @ 5:24 pm
I wanted to update this case here to show that we are still working with you via email to discover why the integration is unable to reach our licensing servers. Once we resolve this issue, we believe the sync will continue where it has left off.
I will be sure to update this case again once we have worked through this issue with your team.
Kind Regards,
View Comment
Heidi
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Support July 8th, 2019 @ 2:18 pm
Hello John,
For now we can hold off on the update, although it is definitely still recommended at some point. There are times where everything is working but changes in Mailchimp will not update Sugar a record. Specifically where unsubscribes are concerned. If that record is on multiple synced Mailchimp lists, then we may not want to mark them as unsubscribed as they are still subscribed on other lists. We have config settings to know how this should work.
Can you test a change at any Mailchimp level to see if it is recorded in SugarCRM? The most basic change would be to edit someone's first name in Mailchimp, to see if it changes the SugarCRM first name for that record. Once we see if that change works, we'll know where to troubleshoot further.
Thanks,
View Comment
Jon
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Support July 8th, 2019 @ 2:05 pm
Hello BR Lone,
I apologize for the delayed response here as we've had an American holiday Thursday and Friday. I am giving you a link to version 9.1.2 so that you can download it directly and will make sure that the latest version is ready for the stores as it should be. Here is the link: https://www.dropbox.com/s/fh79sq51i2fop1o/SugarChimp-9.1.2-for-Sugar789.zip?dl=0
Please let us know if this does not resolve your issues.
Kind Regards,
View Comment
Jon
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Support July 4th, 2019 @ 5:06 am
Glad that worked! Let us know if you encounter any further trouble.
Best,
View Comment
Heidi
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Support July 4th, 2019 @ 4:35 am
Hi Chris,
Thanks for this insight. Can you try queuing a re-sync from Sugar to Mailchimp from the Health Status page? If that doesn't work, please feel free to schedule a time for us to chat using the link below:
https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting
Thanks!
View Comment
Heidi
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Support July 3rd, 2019 @ 5:28 pm
Just wanted to follow up here. I've sent instructions for resubscribing these records through email.
To prevent this from happening in the future, you can first remove the sync for the lists and then delete as desired. To remove a sync, you can navigate to the Health Status page and click Remove Sync on the left side, as shown here: https://d.pr/free/i/t3LfcS.
Let me know if you have any trouble with the instructions I sent over or if you want to schedule some time to walk through it together!
Best,
View Comment
Heidi
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Support July 1st, 2019 @ 5:50 pm
Thanks for this insight, Chris. For reference, there are a few ways a record can display as "Unsubscribed via admin action" in Mailchimp:
- Marking a record as opted out in Sugar
- Removing a record from the Target List in Sugar
- Deleting a Target List in Sugar
It sounds like a Target List may have been deleted at some point or a mass update completed, and that may have caused the unsubscribes you're seeing now. If we haven't seen issues since then, we should be safe to resubscribe these users. We can resubscribe in bulk. If you'll send me the emails that need to be resubscribed, I can send instructions so that can be resubscribed in Sugar, which will then resubscribe them in Mailchimp if they're on a synced list. Feel free to send that list to mailchimp@fanaticallabs.com so it's private.
Thanks!
View Comment
Heidi
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