• Mailchimpactivities not always sync

  Support May 16th, 2019 @ 9:31 pm
  

  I wanted to follow up here. We've determined that it appears to be an issue with the emoji that appears in the subject line. We're working on finding a solution and will follow up through the email exchange we have.

  Thanks,
  Heidi

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• Lots of Unsubscred by "Admin Action"

  Support May 15th, 2019 @ 9:10 pm
  

  I'm available right now for a few minutes if you also have some time. I've emailed you a meeting link I'll be in if you're available right now.

  Heidi

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• Unlink Target from TargetList with Invalid email address Mailchimp updates to Unsubscribed.

  Support May 15th, 2019 @ 6:34 pm
  

  Hi Melody!

  Thanks again for chatting with my earlier this week. I'm still looking into the items we discussed and I'll follow up again soon.

  Heidi

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• Lots of Unsubscred by "Admin Action"

  Support May 15th, 2019 @ 5:30 pm
  

  We can absolutely schedule a call. Can you find a time that works for you here:

  https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

  Best,
  Heidi

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• Lots of Unsubscred by "Admin Action"

  Support May 15th, 2019 @ 2:27 pm
  

  Thanks for reaching out. There are some legitimate reasons why a list count may not match, such as those found here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021151512-My-CRM-and-Mailchimp-list-counts-do-not-match

  However, it sounds like there may be something else at play. Can you tell me if you deleted a synced Mailchimp audience or Sugar list at some point? Additionally, can you try making an update, such as the name of a subscriber, and seeing it the change makes it to Sugar? Additionally, can you test making a change in Sugar to see if it makes it to Mailchimp? This will help us better understand if the sync is working as it should.

  Thanks for your help in troubleshooting!

  Heidi

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• Mailchimpactivities not always sync

  Support May 14th, 2019 @ 6:52 pm
  

  If some updates are getting through, that's good news. I think it might be helpful, however, to schedule a time to walk through this together so I can take a closer look at the specific examples you're seeing. Can you schedule a time for us to meet using the link below:

  https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

  Thanks,
  Heidi

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• Mailchimpactivities not always sync

  Support May 10th, 2019 @ 3:16 pm
  

  Thanks! Here is a link to the most up to date version:

  https://www.dropbox.com/s/bcidk0pqo304ncq/SugarChimp-9.1.0-for-Sugar8.zip?dl=0

  Let me know if you have any trouble installing.

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• Mailchimpactivities not always sync

  Support May 10th, 2019 @ 12:41 pm
  

  Absolutely, can you tell me what version of Sugar you're using?

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• Mailchimpactivities not always sync

  Support May 9th, 2019 @ 6:53 pm
  

  We made some updates in how we grab the campaign name in more recent versions. Can you update to the most recent version and see if that resolves the issue? If not, it might be more helpful to schedule a call so we can take a look together, which can be done using the link below:

  https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

  Thanks,
  Heidi

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• Primary email address becomes secondary marked clean in Mailchimp

  Support May 9th, 2019 @ 2:27 pm
  

  Hi Melody,

  Thanks for this insight. I'd love to walk through this together with you. Can you select a time using the link below?

  https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

  I look forward to chatting with you!

  Best,
  Heidi

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• Mailchimpactivities not always sync

  Support May 8th, 2019 @ 2:27 pm
  

  This is good insight. It takes about 24 hours for the Mailchimp Activities module to update with new campaigns. Can you tell me if 24 hours has passed since the campaign was sent?

  Thanks,
  Heidi

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• Mailchimpactivities not always sync

  Support May 8th, 2019 @ 1:39 pm
  

  Thanks for this insight. Can you tell me if the campaigns that were sent were part of automated campaigns or were they individual campaigns?

  Heidi

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• Primary email address becomes secondary marked clean in Mailchimp

  Support May 7th, 2019 @ 8:36 pm
  

  Thanks for sending this along. To confirm, it sounds like the following steps occurred:

  1. You marked an email as opted out in Sugar and saved the record (which synced to Mailchimp as unsubscribed)
  2. You then edited the record again, and added another email address and marked it as the primary email.
  3. You noticed the original email within Step 1 was marked as cleaned in Mailchimp.

  I haven't been able to replicate step 3 (wherein an email is marked as cleaned in Mailchimp after a new email is added and marked as primary) so I'm hoping you can provide some clarity. Can you tell me if you then edit the record, such as the name field, and save it, does the new primary email appear within Mailchimp (either updated to the original subscriber or created as a new subscriber?)

  Typically, if you need to change the primary email, you can just update the email within Sugar without marking the initial email as opted out. Can you help me understand the scenario where a record would need to be marked as opted out before a new email is being added?

  Thanks for your help in troubleshooting.

  Best,
  Heidi

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• Unlink Target from TargetList with Invalid email address Mailchimp updates to Unsubscribed.

  Support May 7th, 2019 @ 4:39 pm
  

  Thanks for reaching out. You are correct that an email marked as Invalid in Sugar will appear as Cleaned in Mailchimp. However, when a record is removed from the Target List, it should marked the record as unsubscribed in Mailchimp. This will also occur for records that are marked as cleaned through any method other than Mailchimp. For example, if the email is marked cleaned by Mailchimp due to bounces, etc, the email will remain marked as cleaned even if removed from the Target List within Sugar. However, if manually marked as cleaned, the email will be unsubscribed from Mailchimp upon removal from the Target List.

  Hope this helps clarify! Please let me know if you have other questions on this.

  Heidi

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• Mailchimpactivities not always sync

  Support May 6th, 2019 @ 3:58 pm
  

  Happy to help. After installing SugarChimp, it will automatically grab all campaign data from the last 30 days prior to installation. If these campaigns weren't sent in the last 30 days, SugarChimp wouldn't pull them in. We do have a way to pull in activities further back, with the exception of automated campaigns. Can you tell me how far back you're looking to pull in activities?

  Thanks,
  Heidi

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• Erros in sugarcrm.log

  Support April 29th, 2019 @ 4:17 pm
  

  Hi Sylvain,

  Thanks for your patience! This issue has been resolved in our most recent version, which has been uploaded to the Purchases page here on SugarOutfitters. More information on installing the latest version can be found here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360004608392-Update-to-the-latest-version-of-SugarChimp

  Please let me know if you have any further trouble!

  Heidi

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• URGENT -- ISSUES IN PRODUCTION INSTANCE

  Support April 29th, 2019 @ 1:32 pm
  

  Thanks for reaching out. We've temporarily extended your license key to prevent this error from appearing and to allow you time to uninstall the module. The license key has been extended for 2 weeks and is set to expire again on May 15. (Note: You may need to navigate to SugarChimp's Setup page and click Validate in Step 2.)

  If you'd like to prevent any data from syncing to Mailchimp, you can remove the sync of each list from SugarChimp's Health Status page.

  Please let me know if you have further trouble.

  Heidi

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• Install error after Sugar upgrade

  Support April 26th, 2019 @ 9:00 pm
  

  Thanks for checking that. The original error showing indicates the metadata file is not there, which we've seen in the past is generally a permissions issue on the server.

  Can you confirm you have the correct permissions in place? I'm linking two articles below:

  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/

  If neither of those solve the issue, let's go ahead and schedule a call so we can take a closer look and ensure this gets resolved:

  https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

  Thanks,
  Heidi

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• Install error after Sugar upgrade

  Support April 25th, 2019 @ 1:43 pm
  

  Thanks for reaching out. The most recent version we have, SugarChimp 9, is compatible with Sugar 9. It can be found on the Orders page.

  In regards to these errors, can you tell me the version of MySQL you're using? You can find information on the supported platforms here: https://support.sugarcrm.com/Resources/Supported_Platforms/

  Thanks,
  Heidi

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• Lareg numbe rof contacts Pending to Mailchimp

  Support April 18th, 2019 @ 7:48 pm
  

  Hi Gareth,

  I just wanted to check in to see if you're still having trouble syncing contacts to Mailchimp. As a reminder, we chatted through email about the errors you'd received and the last message I sent was as follows:

  I talked with our developer who said the error relating to archived_emails isn't from SugarChimp. However, the second line you sent happens when Sugar is expecting to add a sub-panel to a record view, but it cannot find the data to do so. Can you tell me if you made any code changes behind the scenes or within Studio? This issue should only be related to displaying a record view, and shouldn't be related to the scheduler running.

  To start, let's navigate to all of the following pages and then check the logs again to see if any new errors appear.
  - Individual Contact record
  - Individual Account record
  - Individual Lead record
  - Target List page (record view)

  If no new errors appear, can you clear your logs, set your SugarChimp logger to debug mode, and let a scheduler run to see if new errors appear? Instructions for this process are below:

  1. Right click on your browser, go to Inspect. Switch to the Console tab, and then paste:

  SUGAR.App.api.call('CREATE',SUGAR.App.api.buildURL('SugarChimp/setting/logger/debug'),{},{});

  1. Wait for a scheduler run to complete.
  2. Send over the diagnostic file from Admin > Diagnostic Tools > Execute Diagnostic. We really just need the sugarcrm.log file.
  3. When completed, you can return the logger level to normal by pasting the following into the Console tab:

  SUGAR.App.api.call('CREATE',SUGAR.App.api.buildURL('SugarChimp/setting/logger/debug'),{},{});

  If you have any trouble along the way, please let me know.

  Best,
  Heidi

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