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#1586 - Not all Leads syncing

Closed Bug? created by media Verified Purchase 3 years ago

Hello,

We seem to be having an issue where we update a group of leads, but not all the leads will sync with MailChimp. So for instance, on the first run we updated ~5,500, but about 550 of them did not sync with mail chimp. We ran the same update again with the ones that did not sync, and about 60 of the 550 did not sync. We're having trouble finding out what is causing this. Our SugarChimp cron runs every 5 minutes. Any idea what is causing this?

Also, after updating the leads a few times it looks like most of them did eventually make it in, but I noticed a few other things I have questions on:

1.)
I noticed some of the leads I am trying to update (through a script) are opted out or deleted, but they are still listed in MailChimp. Does it simply not email these leads or is there some mistake?

2.)
Some of the leads being updated are opted out, and I read that SugaraChimp doesn't send leads to MailChimp if they are opted out, but these leads look like they are still in the list in MailChimp but not being updated? (So, the leads are in MailChimp, but look like they have since opted out in the CRM, I believe, and no longer syncing, but still listed in MailChimp?).

3.)
Unfortunately I didn't have debug logging turned on before, but it is on now and I am getting an error for one of the leads that isn't syncing:

[code] => 214
                    [error] => The new email address "[email-removed]" is already subscribed to this list and must be unsubscribed first.
                    [email] => Array
                        (
                            [email] => [email-removed]
                        )

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Hello, thanks for the details. I can help address all of the issues for you.

    First, I would recommend getting on the latest edition of SugarChimp. This will make sure you're on the latest working version. Some of these issues may have been corrected in previous patches. All you need to do is download the latest package from your orders page here https://www.sugaroutfitters.com/orders then go to Sugar > Admin > Module Loader, upload and install the zip file. There is no need to uninstall your current version of SugarChimp. This will not affect any of your current settings. Once you reach the License Validation page, click Validate and you are done.

    It's not uncommon for the number of subscribers in MailChimp to match the exact number of people on your Sugar Target List. Here's a list of common reasons why that happens: https://www.sugaroutfitters.com/docs/SugarChimp/my-sugar-and-mailchimp-list-counts-do-not-match

    In the latest edition of SugarChimp at any point in time you can go to the SugarChimp Health Status page and issue a re-sync. Like you mentioned, with debugging on it will show you more details about why people are not updated in MailChimp. After upgrading and with the logger level set to debug, issue the re-sync so that you can see exactly why those people are not making it to MailChimp.

    For your other issues:

    1) Can you explain more about how your script works? If you are running a query against the database to set a lead to be opted out or deleted SugarChimp will not know that it happened, so it will not know to notify MailChimp to remove them from the list. You will need to update your script to use the Sugar Bean or manually queue a removal task with SugarChimp. Here is more information about that: https://www.sugaroutfitters.com/docs/SugarChimp/integrate-your-target-list-add-on-with-sugarchimp

    2) More than likely these Leads were already in MailChimp. It is probably related to your custom script in #1 and them needing to be removed differently so SugarChimp can notify MailChimp about the removal.

    3) Are you getting this error for just a few subscribers or is it several subscribers? This scenario can occur if someone is subscribed to a list, they never confirm their email address via MailChimp and then their email address is attempted to be changed.

    Let me know what you find. Thanks!

    • media member avatar

      media Verified Purchase

      3 years ago

      Thanks for the reply. We will try installing the most recent version and re-syncing.

      1.) The script uses the sugar bean to just update a custom field, business type, where it was blank before on some users. It's basically just this:
      $bean = BeanFactory::getBean('Leads',$row['id']);
      $bean->business_type_c = trim($excel_row[1]);
      $bean->save();

      2.) Right. I believe these leads were already in Mail Chimp. Should the lead still be in MailChimp if they were added to MailChimp and opted out (I believe using the CRM) at a later date? I didn't notice anything in MailChimp stating that they had opted out, but maybe I missed it.

      3.) Only for this lead, from what I have seen. What do you mean "confirmed their email address via MailChimp"? I don't think the email address is being changed when it's being sync either. It looks like the same email.

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      3 years ago

      All makes sense. Based on your response I think things will get cleared up after the re-sync.

      1) You are doing this the correct way, but there were some old versions of SugarChimp that had bugs in this particular area. I think the upgrade and re-sync will fix this.

      2) If you have someone on a synced list in Sugar, if you set their email address to opted out or invalid, it will unsubscribe them from the list in MailChimp. In previous versions of SugarChimp (around the version you were on) there was a case where this did not work, so I'm thinking the update will get this part working. One thing you might want to do is get your list of every email address in Sugar that should be unsubscribed in MailChimp, and then you can mass unsubscribe with the list of email addresses in MailChimp. This would clear up anyone that should be unsubscribed in MailChimp, but are still on the list.

      3) I haven't seen that specific message before, but when I googled for the error I saw the "confirmed email address" issue. By the "confirmed email address via MailChimp" I'm talking about when someone is a new subscriber to your list, they may have to click the confirmation email they receive before being officially subscribed. I would suggest reaching out to MailChimp about that specific email for that specific lead if it still happens.

      Let me know how the resync goes after the upgrade. Thanks again!

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Hey there, I just wanted to follow up and see if you were able to get everything synced the way they should? If you have any questions, don't hesitate to contact us!

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Hi again, I'm going to close this case for now. You can always start a new case, or reply here if you need anything! Thanks.

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