• Sync apparently not working + errors in the logs

  Support January 20th, 2022 @ 4:33 pm
  

  I just wanted to quickly follow up here since we were able to resolve this through email. It looks like some records from a prior list were stuck in the queue. We've cleared the queue and confirm that data is moving to Mailchimp as expected. If anyone else experiences this issue, please feel free to reach out to us at mailchimp@fanaticallabs.com with a copy of the Health Status page and we can troubleshoot as needed.

  Let us know if you have any further trouble!

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• Sync apparently not working + errors in the logs

  Support January 13th, 2022 @ 5:21 pm
  

  Hi Damien,

  Happy to help. It looks like a cron run failed and it might be helpful to have additional information. Can you put SugarChimp into debug mode and send the logs so I can take a closer look? For privacy purposes you can send these to mailchimp@fanaticallabs.com. The steps to do this are below:

  1. From within Sugar Admin, navigate to the Health Status page.
  2. 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'),{},{});
  3. Wait 5-10 minutes so the scheduler can attempt to run
  4. Send over the logs.

  Can you also send a screenshot of the full Health Status page?

  Thanks, Heidi

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• Sugarchimp does not remove old contacts from Sugar when updating target list to Mailchimp.

  Support November 24th, 2021 @ 8:59 pm
  

  Hi Peter,

  I just wanted to quickly follow up on this ticket. I sent a follow up email with some additional information and instructions to troubleshoot further but I haven't yet heard back from you. If you still need help, please don't hesitate to respond back to that email or reach out to us at mailchimp@fanaticallabs.com.

  Thanks! Heidi

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• Sugarchimp does not remove old contacts from Sugar when updating target list to Mailchimp.

  Support November 12th, 2021 @ 4:01 pm
  

  Happy to help. Only records on a synced Target List should be subscribed in Mailchimp. Can you tell me if these contacts in Mailchimp are receiving campaigns? Or are they just in the Audience, but cleaned? I think it would help to get a bit more information to troubleshoot why this is occurring. Can you take a screenshot of your Health Status page and send it along to mailchimp@fanaticallabs.com? You can access this by navigating to the Health Status page within the SugarChimp section of your Sugar Admin page.

  Additionally, can you send a copy of your Sugar logs as well? Steps for this are below: 1. From within 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 text file and send it along to mailchimp@fanaticallabs.com

  Thanks, Heidi

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• Teams field not syncing

  Support November 9th, 2021 @ 3:40 pm
  

  Just wanted to quickly follow up here with a resolution. Since Teams is a related field, the option to sync it is available with our Ultimate plan.

  I'll follow up through email with more information. Don't hesitate to reply if you have further questions!

  Best, Heidi

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• Teams field not syncing

  Support November 8th, 2021 @ 2:33 pm
  

  Hi Marco. Happy to help. To clarify, are you looking to sync the built-in Teams field or is this a custom field you have created within Sugar?

  If you are syncing a drop-down from Sugar, you will need to include all of the drop-down options in Mailchimp. When we send data to Mailchimp and the fields aren't updated, we usually receive an error back from Mailchimp. We can take a look at the errors we've received by following the steps below:

  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

  Thanks, Heidi

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• When sugaroutfitters is unreachable, SugarChimp keeps polling it, producing FATAL logs and provoking bad performances

  Support October 12th, 2021 @ 6:00 pm
  

  Hey there! I noticed this older ticket was still open, so I'm closing it out since it seems resolved. Please let us know if you need any further help with SugarChimp at mailchimp@fanaticallabs.com.

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• Mailchimp activities not showing in Sugar

  Support October 12th, 2021 @ 5:59 pm
  

  Noticed this older ticket was still open, so I'm closing it out since it seems resolved. Please let us know if you need any further help with SugarChimp at mailchimp@fanaticallabs.com.

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• Field Mapping from custom module that is related to contact

  Support October 12th, 2021 @ 5:56 pm
  

  I know we chatted about this through email, but it looks like this case is still open. Closing it out now, but including the reply just in case others come across this case:

  Normally in the case of related custom modules, we'd recommend using a calculated field or perhaps using SugarBPM. I checked in with our developer to see if he had any thoughts and it sounds like the best solution would be to do your own customization to add a field using logic hooks. More information on ensuring customizations are compatible with SugarChimp can be found here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021151572-SugarChimp-Compatibility-With-Customizations

  Feel free to reach out to mailchimp@fanaticallabs.com with any questions.

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• SugarChimp Creating Inaccurate Data in CRM

  Support August 25th, 2021 @ 2:10 pm
  

  Hi Eric,

  I just wanted to quickly check in to see if you were still having any trouble.

  Thanks! Heidi

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• Can connect any more with Sugar Crm

  Support August 2nd, 2021 @ 6:37 pm
  

  Just wanted to quickly follow up here as we were able to resolve this issue over email.

  Please let us know if you still have any trouble.

  Best, Heidi

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• New group in Mailchimp - only partially syncing with Sugar records

  Support August 2nd, 2021 @ 6:36 pm
  

  Hi Nigel,

  Just noticed this case was still open even though we resolved the issue through email. Just going to close this one out but feel free to reach back out at mailchimp@fanaticallabs.com if you have any further trouble.

  Best, Heidi

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• Version Supported

  Support July 15th, 2021 @ 8:10 pm
  

  Happy to help. SugarChimp works with all the Mailchimp subscription levels, even the free version.

  We have a free 30-day trial which you are welcome to start at any time. If you'd like a demo of SugarChimp and chat through your needs, feel free to schedule a demo using the link below:

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

  Let me know if you have any further questions!

  Best, Heidi

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• Improvement Request: Enable Viewing of Contact as a field on the Sugar Chimp Record to allow linkage

  Support July 15th, 2021 @ 5:02 pm
  

  Hi Bonnie,

  Thanks for sending this along. I chatted with our developer about this request and to get further insight. It sounds like this is a feature request we aren't able to put into place. Because multiple contacts could share the same email address, and we relate the campaign to all records with that email address, the integration doesn't have a way to determine which contact should be displayed. (It's not a 1 to 1 relationship that enables this change to be made.)

  Thanks again for sharing your insights. If you come across other features you'd like to see, I hope you continue to let us know!

  Best, Heidi

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• Improvement Request: Enable Viewing of Contact as a field on the Sugar Chimp Record to allow linkage

  Support July 12th, 2021 @ 6:21 pm
  

  Thanks for reaching out. I'd love to get a little clarity and insight into this request. To confirm, are they looking for the contact name to be displayed within the Mailchimp Activities subpanel?

  Can you tell me more about why this feature would be helpful and how they would use the feature in their workflow?

  Thanks, Heidi

  View Comment
  
  
• Mailchimp activity not showing up + accounts dashlet

  Support July 9th, 2021 @ 7:12 pm
  

  Just wanted to quickly follow up here to note that it appears the integration wasn't fully installed. Once installed, these issues no longer appear.

  Thanks for troubleshooting and please let us know if you have any further trouble!

  Best, Heidi

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• SugarChimp Creating Inaccurate Data in CRM

  Support July 8th, 2021 @ 2:02 pm
  

  Thanks for checking that! There are a few other things we should check and I'm listing them below. However, if you want to hop on a call to troubleshoot together, feel free to schedule that using this link: https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

  1. Can you tell me if you have any other Sugar integrations that manage lead data, such as EventBrite or other customer-related apps?
  2. For one of the records that was changed, can you navigate to the audit log and send a screenshot of that to mailchimp@fanaticallabs.com? You can access the audit log by navigating to a record and clicking the drop-down arrow next to the Edit button in the top right corner. Additionally, can you send along the activity logs that Sugar reviewed so I can take a closer look?
  3. When the sync is on, is the issue consistently able to be replicated? If so, we can grab some debug logs to give us more detail about what's occurring. The steps for this are below:

  • 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'),{},{});
  • Make a change to a record and allow the data to be changed back (essentially replicating the troublesome behavior)
  • 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
  5. 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

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• SugarChimp Creating Inaccurate Data in CRM

  Support July 7th, 2021 @ 6:09 pm
  

  Thanks for reaching out. I can absolutely understand your worry with inconsistent data. Since this isn't expected behavior I'm confident we can find the root issue.

  Can you tell me if you have a demo or test instance that SugarChimp has been installed on? Additionally, can you check to see how many webhooks you have within Mailchimp? Steps for this are below:

  1. From within Mailchimp, click Audience
  2. Under Current audience, select the name of the list you're syncing
  3. Using the Manage Audience dropdown on the right hand side, select Settings
  4. Click Webhooks at the bottom of the page (you should have a webhook that matches the one that appears on your Health Status page within Sugar)

  Can you tell me if you have just one webhook or do you have multiple? If you have multiple, does the URL for the extra one match a test or other instance of Sugar?

  Thanks, Heidi

  View Comment
  
  

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