• Locked synchronization for high load volume

  Support February 13th, 2020 @ 10:10 pm
  

  Thanks for sending those along. It looks like these are access logs. Can you send along the error logs as well?

  Can you tell me if you have any other integrations connected to Mailchimp? If not, we can reduce the number of incoming requests by turning off 'via the API' for the Mailchimp list you're syncing. Here are the steps for doing that:

  1. From within your Mailchimp audience, click Settings
  2. Select Webhooks
  3. Click Edit
  4. At the bottom of the page click Edit and then click Update to save

  If that doesn't help reduce the load, it might make sense to jump on a call so you can walk through what you're seeing. You can schedule a call using this link: https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

  Thanks for helping to troubleshoot this issue.

  Best,
  Heidi

  View Comment
  
  
• Fanatical Zendesk Dashboard Error

  Support February 11th, 2020 @ 7:00 pm
  

  Sorry you're still having trouble! I'm happy to chat. You can schedule a call using this link: https://calendly.com/fanaticallabs_support/fanatically-zen-support-meeting

  Thanks,
  Heidi

  View Comment
  
  
• Fanatical Zendesk Dashboard Error

  Support February 11th, 2020 @ 5:51 pm
  

  Apologies for the confusion! Yes, these steps are done within Sugar. I'll modify the steps below to indicate this:

  1. Navigate to Sugar Admin and scroll to the bottom
  2. Click on Zendesk Configuration
  3. From Zendesk Configuration, right click anywhere on the page and select "Inspect".
  4. Click Console at the top of the page.
  5. Copy/paste the following into the console and press Enter:
     SUGAR.App.api.call('create',SUGAR.App.api.buildURL('FanaticalZendesk/setting/zendesk_default_subdomain'),{key:'zendesk_default_subdomain',value:'newsubdomaingoeshere'},{})
  6. Click on Connect (step 3)
  7. Confirm your sub-domain and click to connect, as shown here: https://d.pr/i/tFy2h0 (even if it says you're already connected)

  That should take care of the issue you're encountering but let me know if it doesn't. If needed, you can also schedule a time to walk through these steps together using the link below:

  https://calendly.com/fanaticallabs_support/fanatically-zen-support-meeting">Schedule a Support Meeting

  Best,
  Heidi

  View Comment
  
  
• Installation breaks Quotes list items Sugar 8

  Support February 11th, 2020 @ 5:46 pm
  

  Thanks for this response. Yes, the logs should give us more insight into what's happening and help us determine the underlying issue.

  Thanks,
  Heidi

  View Comment
  
  
• Fanatical Zendesk Dashboard Error

  Support February 11th, 2020 @ 2:39 am
  

  Happy to help. Yes, you'll reconnect by clicking Step 3 (the Connect step) of Zendesk configuration, as shown here: https://d.pr/i/xIvHab

  In regards to the error you're getting, can you confirm that the drop-down under the Console tab reads "top" as shown here: https://d.pr/i/JFaq1e ?

  If so, can you send a screenshot of what you're encountering to zendesk@fanaticallabs.com so I can take a closer look?

  Thanks,
  Heidi

  View Comment
  
  
• Locked synchronization for high load volume

  Support February 10th, 2020 @ 10:26 pm
  

  Hi Valentina,

  Thanks for your patience. Can you tell me the kinds of errors you were getting when the system was overloaded? If you have a copy of the PHP and Apache logs it might be helpful for us to take a closer look. You can send that to mailchimp@fanaticallabs.com.

  Can you also tell me what the memory limit is for this server?

  Thanks,
  Heidi

  View Comment
  
  
• Installation breaks Quotes list items Sugar 8

  Support February 10th, 2020 @ 8:40 pm
  

  Thanks for reaching out. We haven't heard any other reports of this issue and the integration shouldn't impact the Quotes module. Can you try running a Quick Repair and Rebuild (directions found here: https://support.sugarcrm.com/Knowledge_Base/Troubleshooting/Performing_a_Quick_Repair_and_Rebuild/) to see if the issue still happens? If so, can you send along your Sugar Logs so I can take a closer look? The steps for gathering these are below:

  1. From Sugar Admin, click System Settings
  2. Click View Logs at the bottom of the page
  3. Click All. Copy/paste what appears into a .txt file and send it over to us at mailchimp@fanaticallabs.com

  Thanks for your help in troubleshooting.

  Best,
  Heidi

  View Comment
  
  
• Target list partially syncing

  Support February 7th, 2020 @ 11:22 pm
  

  Just wanted to quickly follow up here. We discovered through email that the count was off in the lists due to duplicates and other similar issues as noted here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021151512-My-CRM-and-Mailchimp-list-counts-do-not-match

  I'm going to go ahead and close out this ticket and will follow up through email on the remaining question you had.

  Best,
  Heidi

  View Comment
  
  
• Fanatical Zendesk Dashboard Error

  Support February 7th, 2020 @ 7:24 pm
  

  Happy to help. It looks like we need to change a configuration which governs the subdomain the integration is referencing. Can you follow the same steps to enter this into the Console (replaced the end value from newsubdomaingoeshere to the new subdomain you're using):

  SUGAR.App.api.call('create',SUGAR.App.api.buildURL('FanaticalZendesk/setting/zendesk_default_subdomain'),{key:'zendesk_default_subdomain',value:'newsubdomaingoeshere'},{})

  From there, re-connect again from Step 3 of the Zendesk Configuration page and let me know if you still have trouble.

  Thanks,
  Heidi

  View Comment
  
  
• Locked synchronization for high load volume

  Support February 7th, 2020 @ 6:14 pm
  

  Thanks for sending that along. I'll take a closer look and will follow up shortly.

  Best,
  Heidi

  View Comment
  
  
• Lots of errors in the log and trouble deleting Target List after upgrade

  Support February 7th, 2020 @ 4:59 am
  

  Hi Pat,

  Thanks for reaching out. Can you send the logs to us at mailchimp@fanaticallabs.com so I can take a closer look?

  Thanks for your help in troubleshooting.

  Regards,
  Heidi

  View Comment
  
  
• Fanatical Zendesk Dashboard Error

  Support February 7th, 2020 @ 4:53 am
  

  Thanks for reaching out. To confirm, it sounds like you re-connected to Zendesk using Step 3 of the Zendesk Configuration tool, is that correct? Can you walk through the steps below and tell me what appears?

  1. From Zendesk Configuration, right click anywhere on the page and select "Inspect".
  2. Click Console at the top of the page.
  3. Copy/paste the following into the console and press Enter:
     SUGAR.App.api.call('get',SUGAR.App.api.buildURL('FanaticalZendesk/setting/zendesk_default_subdomain'))
  4. Click on the Network tab at the top of the page.
  5. Under Name, click zendesk_default_subdomain. Look to the right under Preview, can you tell me what appears under "value"? It should look something like this: https://d.pr/i/GZ7QqE

  Please let me know if you have any trouble with the steps above.

  Best,
  Heidi

  View Comment
  
  
• Locked synchronization for high load volume

  Support February 6th, 2020 @ 8:49 pm
  

  Hi Valentina,

  Thanks for reaching out. I'd like to put SugarChimp into debug mode, let the scheduler run, and grab some logs so we can see the kind of errors we're getting. Can you follow the steps below to grab this insight?

  1. Right click on your browser and select Inspect. Switch to the Console tab, and then paste:
     SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/debug'),{},{});
  2. Let the scheduler run.
  3. Send over the Sugar logs. From Sugar Admin, click System Settings
  4. Click View Log at the bottom of the page
  5. Click All at the top of the page
  6. Copy/paste the text that appears into a .txt file and send to mailchimp@fanaticallabs.com
  7. 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'),{},{});

  Thanks for your help in troubleshooting!

  Best,
  Heidi

  View Comment
  
  
• Target list partially syncing

  Support February 6th, 2020 @ 3:37 pm
  

  Hi Marco,

  Thanks for reaching out. Can you send along a screenshot of what appears in your Health Status page? Additionally, let's look and see what errors we might be receiving from Mailchimp when data is being sent. Can you follow the steps below and send along the errors to mailchimp@fanaticallabs.com?

  1. From within Sugar Admin, navigate to SugarChimp's Health Status page
  2. Change the /health-status portion of the URL to /adminbatches
  3. Click Show along the left hand side and see if you have any errored operations
  4. 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)

  Thanks for your help in troubleshooting!

  Best,
  Heidi

  View Comment
  
  
• Mail Chimp not syncing to Sugar CRM

  Support January 28th, 2020 @ 10:14 pm
  

  Hi Morgan,

  Happy to help. Just to confirm, are these new records being added manually or through another Mailchimp integration? Additionally, can you try editing the name of an existing contact in Mailchimp and seeing if that change is reflected in Sugar? Any additional insight into the issues that you're seeing will help troubleshoot the underlying cause.

  Thanks,
  Heidi

  View Comment
  
  
• SugarChimp training

  Support January 28th, 2020 @ 9:50 pm
  

  Hi Ursula,

  It was great to chat with you today and I'm glad we were able to chat further about the integration. As we discussed, if a Mailchimp Audience is syncing to Sugar, you'll need to first remove the sync from the Health Status page prior to deleting the audience from Mailchimp.

  In regards to the globaloptout setting, the options available are in the support article we referenced but there are some examples of how that works in person here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021151492-Working-with-opt-outs-hard-bounces-and-invalid-emails

  If you were to set globaloptout to 0, then unsubscribes and cleaned emails just wouldn't be reflected in Sugar's email address field. You could, however, reference the SugarChimp dashlet for up to date information. Here's an example of how that would look: https://d.pr/i/1XrJz0. Since this makes a real-time call to Mailchimp, this can be relied upon for up to date information on subscription status. We didn't chat about whether or not you have the dashlet installed, so just in case you don't the instructions for installing can be found here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021367531-Setting-up-the-Mailchimp-Activity-Dashlet-in-Sugar-7-and-above

  Please let me know if you have further questions as you explore what works best for you.

  Regards,
  Heidi

  View Comment
  
  
• SugarChimp training

  Support January 27th, 2020 @ 2:52 pm
  

  Hi Ursula,

  Happy to help. The most common reason for unsubscribed contacts is deleting a Mailchimp audience before removing the sync between Mailchimp and Sugar. You can see more about this here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360018778352-Deleting-a-list-from-SugarCRM-or-Mailchimp

  I'm happy to walk through this issue and provide some insight on how the integration is intended to work. You can schedule some time that works for you using the link here:
  https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

  Let me know if you have any trouble scheduling a time to chat.

  Best,
  Heidi

  View Comment
  
  
• trigger on business rules

  Support January 22nd, 2020 @ 1:16 pm
  

  Hi Pierre,

  Thanks for letting me know this has been resolved.

  Please let us know if you need anything further.

  Best,
  Heidi

  View Comment
  
  
• trigger on business rules

  Support January 21st, 2020 @ 6:13 pm
  

  Hi Pierre,

  Thanks for reaching out. It looks like that screenshot didn't make it through but it sounds like the trigger that should send data from Zendesk to Sugar isn't firing. To confirm, is the trigger active? This trigger is responsible for sending information gathered from a Zendesk ticket and creating cases, contacts, and accounts in Sugar.

  You should be able to re-connect to Sugar to resolve this issue. Can you walk through the steps below? You can then test the trigger is working by creating and updating a ticket in Zendesk and seeing it create a case in Sugar.

  1. Within your CRM, navigate to Admin.
  2. Click Zendesk Configuration (towards the bottom of the page.)
  3. Navigate to Step 3 of the configuration and ensure your Zendesk domain appears accurately
  4. Click the large Zendesk icon that says Click Here to Connect (Note: you may already see a green message indicating you are already connected. Click the button to connect again even if this message appears.)
  5. The page should redirect back to Sugar.

  Let me know if that doesn't resolve things for you.

  Best,
  Heidi

  View Comment
  
  
• Sugar search function not finding records

  Support January 3rd, 2020 @ 2:41 pm
  

  Just wanted to quickly update this ticket with the information we chatted about through email and during our call:

  We determined that once you've done your newsletter for this month, you'll make the schedulers related to SugarChimp inactive to see if the issue continues. As a reminder the steps for doing that are below:

  1. From within the SugarChimp Health Status page, click view scheduler
  2. Click Edit at the top left page
  3. Use the drop-down on the right that says Active and select Inactive
  4. Click Save

  Once inactive, please be sure to check in with your team to see if the issue continues. I'm inclined to think it's related to the BallAPI scheduler failing every minute, so you'll also follow up on that issue with your Sugar administrator.

  View Comment
  
  

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