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#2489 - Opt-out does'nt seem to work anymore (SugarCRM 6.5 / SugarChimp 7.7.3)

Closed Bug? created by vincentaudoin Verified Purchase 7 years ago

Hello,

Sync opt-out from Mailchimp to SugarCRM used to work. I can not tell since when it stopped working (new version of SugarChimp?). I tried to force re-sync (both ways) but unsubscribed addresses (in MailChimp) are still not checked as opt-out in SugarCRM. New contacts or leads are well synced (from SugarCRM to MailChimp).

Any idea? or known issue?

Vincent Audoin

PS : My opt-out option is globaloptout = 1 SugarCRM 6.5.10 CE + SugarChimp 7.7.3

Fanatical Labs Provider Affiliate
7 years ago

Hello Vincent,

I'm sorry for the troubles, but thanks for reaching out with such good information. We don't have any known issues right now.

The best way for us to troubleshoot is to get your SugarChimp in debug mode and make some changes to a synced list. Can you ensure that the subscriber in question is on a list that is set to sync with Sugar? You can do that by going in Sugar to Admin > Health Status. At the very bottom are all lists that are currently syncing. While you are there, can you see if your logging level is set to normal or debug? If it is normal, go ahead and switch it to debug. Let me know on all of that and we'll figure out an appropriate next step.

Thanks,

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- vincentaudoin Verified Purchase
  7 years ago
  
  Yes the subscriber is on a synced list. Notice that it is not only one subscriber (unsubscriber I should say) concerned but several... And the issue concerns different lists. I changed the logging level to debug.
  
  reply
Fanatical Labs Provider Affiliate
7 years ago

Thank you Vincent,

I always have to cover my basics first. Now that our logging level is set to debug we can test some things from MailChimp.

In MailChimp, can you go into a synced list Settings > webhooks (bottom option on the dropdown). Ensure that there is a webhook with your Sugar url in it. Once that is checked, edit a subscriber's Last name on a synced List that you know is in Sugar currently, such as "Smith -> Smith2". You can change it right back after you save it. If that works just fine, then we will need to test the actual unsubscribe from MailChimp. You can create a Test person in Sugar and MailChimp, add them to the synced List, then unsubscribe them from MailChimp. If the name change doesn't work, then I will need your Sugar logs.

To get the sugar log, go to Sugar > Admin > System Settings and click "View Log" at the bottom. Then click "All" to get all of the log file data. Copy everything that is on that page and put it into a text file (simple text editor like NotePad is perfect). That will help me get a little more information. Then email the text file to support@sugarchimp.com and hopefully we can find where the breakdown is happening.

Kind Regards, Jon

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- vincentaudoin Verified Purchase
  7 years ago
  Hello Jon,
  
  For my tests I use list List 2 (Sugar) that is synced with List_2 (Mailchimp). I tried here to be very clear on what I dit. I hope that will help.
  
  webhooks => OK (http://[our Ip server address]/index.php?module=SugarChimp&entryPoint=SugarChimpWebhook).
  
  I modified a subscribed user name in the list of Mailchimp, and after a forced re-sync from Mailchimp to Sugar, the name was modified in SugarCRM (ADRON to AADRON in mailchimp. Appeared changed on the Lead and Contact in Sugar) => OK
  
  I modified back the name in mailchimp (AADRON to ADRON), waited for next sync (several sync had time to run and I can see them on log). It didn't work (!). Neither le lead nor the contact changed back to ADRON => KO
  
  Then I forced a re-sync from Mailchimp to Sugar. Then name finally appeared changed on Sugar (ADRON). Weird that I didn't work during the scheduled sync => OK
  
  I created "aa vincent1" as a lead in Sugar. It appeared in Mailchimp list => OK
  
  I created "aa vincent2" in mailchimp list but didn't show up in Sugar => KO
  
  I unsubscribed "aa vincent1" from mailchimp. I waited 2 auto sync but nothing happened in Sugar. The lead is not unsubscribed in Sugar. => KO
  
  I forced the re-sync of the list from Mailchimp to Sugar. "aa vincent1" still not unsubscribed in sugar. => KO
  
  I am going to email you the logs right now.
  
  Regards,
  
  Vincent
  reply
Fanatical Labs Provider Affiliate
7 years ago

Hello Vincent,

Thanks for that detailed walk-through. I received your email and logs and found some notable things. First, I want to clarify the sync process from MailChimp.

Most updates from MailChimp actually do not come from the scheduler run. They are received in the form of webhooks from MailChimp. So when something changes in MailChimp, we should receive a webhook of that change immediately. (Sugar reflected within the next couple minutes). The MailChimp to Sugar resync should not need to be run in most cases. That is a "catch all" for special situations where we do not receive webhooks, such as MailChimp Imports. Currently, we are not getting the webhooks for any of your changes. However, MailChimp is able to reach Sugar and add the webhook, so there is a disconnect somewhere else.

I would like to look at MailChimp more in depth and test out the webhooks myself. Could you add me to your MailChimp Account? You can do that from within MailChimp by going to the Account Page (top right dropdown). Then Settings > Users. On the right side there is a button to ‘Invite a User’. Click that, and add support@sugarchimp.com as a Manager or Admin user. This would allow me to figure out what's going on there.

Let me know if you are unable to do that, or have any other questions along the way.

Thanks, Jon

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- vincentaudoin Verified Purchase
  7 years ago
  
  Thank you for your feed back. The process is much clearer. I have just invited you as manager on Mailchimp.
  
  Vincent
  
  reply
Fanatical Labs Provider Affiliate
7 years ago

Hello Vincent,

Thanks for the access. Everything looks to be setup correctly in MailChimp. I've tested the webhooks and they are firing, but very slowly. It looks like they've begun queueing their webhooks, so they are not instant any more. It was taking 3-5 minutes for me to receive them.

What older version of SugarChimp did you recently upgrade from? I see you installed 7.7.2 followed by 7.7.3 recently, but what was the old version, do you remember? Do you have database access to check some config values?

Thanks, Jon

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- vincentaudoin Verified Purchase
  7 years ago
  
  Good morning Jon,
  
  Most recent to older versions that were installed : 7.7.3 7.7.2 7.5.9 7.5.1 7.1.2
  
  I have access to database. Here are the condig info for Mailchimp (if that is what you are looking for) : "sugarchimp","globaloptout","1" "sugarchimp","logger","debug" "sugarchimp","days_to_sync_activities","30" "sugarchimp","activity_sync_enabled","1" "sugarchimp","erroremail","vaudoin@gmail.com" "sugarchimp","apikey","a8a6655a600265d8c3f74638443996b1-us9" "sugarchimp","initial_activity_table_fetched","1" "sugarchimp","43412523d9|Contacts","[encrypted data]" "sugarchimp","43412523d9|Prospects","[encrypted data]" "sugarchimp","43412523d9|Leads","[encrypted data]" "sugarchimp","subscriber_sync_enabled","1" "sugarchimp","logging_enabled","true" "sugarchimp","webhook_subscribe_enabled","1" "sugarchimp","webhook_unsubscribe_enabled","1" "sugarchimp","webhook_profile_enabled","1" "sugarchimp","webhook_upemail_enabled","1" "sugarchimp","webhook_cleaned_enabled","1" "sugarchimp","job_addwebhook_enabled","1" "sugarchimp","job_sugarchimpbackups_enabled","1" "sugarchimp","job_optouttracker_enabled","1" "sugarchimp","optouttracker_initial_run","1"
  
  Vincent
  
  reply
Fanatical Labs Provider Affiliate
7 years ago

We are delayed in closing this case, but it was resolved via email support. I want to explain the situation in case someone else comes across the issue:

There was a redirect on the webhook URL that caused the MailChimp data to be lost when it hits your system. There is a config.php file for sugarcrm that contains a site_url. You will need to edit that site_url to the correct the actual Sugar URL to allow MailChimp webhooks to reach their destination properly. Alternatively, you could manually add the correct URL webhooks to your lists in MailChimp.

Cheers!

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