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#1482 - Some Records Not Syncing

Closed Bug? created by wesgbrooks 6 years ago

We have noticed that a very few of our users are not syncing between SugarCRM and SugarChimp. We are not sure of the cause. Some users we were able to open and re-save in SugarCRM, and on next sync SugarChimp synced that to the mailing list.

However, for some users that is not working. It looks as though in the logs the email is handed off to sugarchimp, but it's hard to tell what happens after that. Is it possible it is something like these users have "unsubscribed" or something and we can't update the record anymore? in Mailchimp it doesn't seem to show as if they had unsubscribed, but we're not 100% sure what to look for.

One such account is where sugarcrm updates don't seem to be syncing to mailchimp.

Other records are syncing fine.

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    6 years ago

    Hello, thanks for the details. There are a few reasons updates are not being sent to MailChimp. For those users/updates that are not making it to Mailchimp, check this list of possible reasons: More than likely, one of these reason will explain what's going on.

    Let me know if that provides any clues to what's going on. Thanks!

  2. wesgbrooks member avatar


    6 years ago

    I have reviewed the link. Is there a way to check and see which of the issues it actually is? e.g. we suspect that it is maybe this issue:
    If someone has previously unsubscribed from your MailChimp list, MailChimp may not let them be re-added to the list.
    You may have multiple records in the Sugar Target List that have matching email addresses. Since the integration matches MailChimp subscribers and SugarCRM Contacts/Targets/Leads/Accounts by email address, only one MailChimp Subscriber can be created for each unique email address in Sugar.

    But on the mailchimp backend, it looks as though the subscription is good. Is there a log or something you can check on your side? (or somewhere we can look on our side that would be more detailed?)

    It is possible the email is linked up to another list, but when searching the entire backend, the only one we have that pops up on the mailchimp side of things has the custom fields we've added, but is still not in sync.

    Is there a way to determine which of these issues it is concretely?

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      6 years ago

      Thanks for giving that a look. It's really hard to say, as there are so many possibilities.

      It may help if I can take a look at your Sugar logs. Do you know if you have had SugarChimp debugging turned on? If you go to Sugar > Admin > SugarChimp Health Status, half way down under Logger Level, is that set to "Debug"? If so, there should be plenty of data in the Sugar log. Can you send the full log to me to

      If the logger level is set to Normal, set it to Debug, then try to sync a few of those contacts that are not syncing, then send me the resulting log.


  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    6 years ago

    Hello, were you able to get the answers you needed?

    I'm still happy to give the log file a look if you'd like. Thanks!

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    6 years ago

    Hi again, just wanted to see how things were going.

    Do you have any updates?

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    6 years ago

    Hi again, I'd love to help if you still need anything. Either leave a comment or shoot us an email at

    I'm going to close this case down for now though. Thanks!

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