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#2192 - Many cleans and several unsubs not syncing back to Sugar

Closed Bug? created by SeanHill 5 years ago

I've been doing some spot checking on the cleans and unsubs.

I took the cleans and unsubs in Mailchimp from a small subset of our data and compared them against Sugar. On certain dates up to 90% of cleans are not being sync'd

Although this a small sample further spot checking indicates that this issue applies across all our data.

I can't see a way of attaching data that illustrates the problem to this case. Please provide an email address to which I can send the data.

Thank you.

  1. chad member avatar

    Chad Hutchins Verified Purchase

    5 years ago

    Hi Sean, thanks for reaching out. You can send any extra details you have to

    When you were doing your checking, did your MailChimp lists exist before you started using SugarChimp? Right now SugarChimp will only mark those as opted out and invalid in Sugar as it happens in MailChimp. So if those cleans and unsubscribes happened in MailChimp before you started using SugarChimp, that would make sense the numbers do not line up.


  2. SeanHill member avatar


    5 years ago


    I've forwarded the extra data to the address you provided.

    The list was created after we'd installed Sugarchimp. It was populated into Mailchimp in one hit via a target list from Sugar. The updates that should have happened were all after that initial setup.

    I've done a spot check and the ones that aren't synchronising back are still present on our target list so I presume the link is still intact.

    Also, on the problem dates we see a few that have synchronised back, which is difficult to explain.

    The data I sent just shows email address, date/time and if it synchronised or not. So it shows the time distribution of the problem but not much else... please let me know what other data you need to diagnose.

    Thank you.

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    5 years ago

    Hello Sean,

    Can you clarify how those unsubscribe and cleaned lists you send via email were pulled from the 'opt-out' and 'invalid' fields within Sugar's email addresses? Do you have any SmartList settings running on your synced lists? Also, could you tell me what the global opt-out is set to inside of your Sugar config table?

  4. SeanHill member avatar


    5 years ago

    The fields status was pulled via a report in Sugar in which either:

    Leads > Email Address > Invalid Email>    

    Leads > Email Address > Opted Out     >

    ...were 'yes'. This gave me a list of the contacts that were removed for either reason.

    I exported the cleaned and unsubs lists from the web interface of mailchimp and then did a simple excel vlookup to compare the two sets of data.

    The mailchimp unsubs/cleans that do not show on my list exported from sugar are labelled in the "Synchronised" column as "No".

    I did some spot checking on those labelled as "No" in Sugar and none of them had either opt out or invalid email set to yes.

    Sorry, I'll need some more guidance from you on how to check SmartList and Global Opt-out.


  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    5 years ago

    Thanks for that information. Can you tell me the email address on the SugarOutfitters account so I can find your SugarChimp license? I don't know what version of Sugar you are in to tell you how to find the Global opt-out settings, as it is not accessible from the interface. We will most likely need to check the logs to find out where the breakdown is happening.

    Can you send me your Sugar logs? You can do that by going to Admin > System Settings > View Logs. Click on the 'All' button, and copy/paste that entire page onto a .txt file. Then email the file to We can proceed from there.


  6. SeanHill member avatar


    5 years ago

    Please check, I've sent the info and files requested.

    Thank you.

  7. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    5 years ago

    Thanks for that information Sean, I will respond via email shortly after checking those logs.

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