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#2750 - New Sugar records not being syncd to MailChimp list?

Closed Bug? created by fareedjreisat Verified Purchase 2 years ago

SugarChimp Support Team,

Things have been going pretty smoothly with SugarChimp since I got it installed, but yesterday I imported about 500 new Targets into Sugar. They syncd into the Master SugarChimp list in Sugar just fine, but today I'm noticing that they did not sync over to the corresponding MailChimp list even though it's been 24 hours.

I then opened up the MailChimp list and sorted by Date Added, and I'm showing that the last record that was added to the MailChmp list was 8 days ago, and before then it was 11/28. This doesn't seem right. I have the master list in Sugar configured to automatically add new Contacts/Leads/Targets to the list as they are created in Sugar, so there should be new records added to the MailChimp list every day (and quite a few at that).

Do you know what is going on? Thank you.

-Freddy

  1. chad member avatar

    hutchins.chad gmail.com Verified Purchase

    2 years ago

    Hi Freddy, thanks for the feedback, but sorry for the current issue. A few things to check:

    1) Go to Sugar > Admin > Schedulers and make sure your schedulers are running properly. If you click on the SugarChimp scheduler you can see if it is still running every few minutes like it is suppose to. If it is not, you will need to check your server settings and get the Sugar Scheduler running again.

    2) If the Scheduler looks good. I would recommend going to Sugar > Admin > SugarChimp Health Status page, scroll to the bottom, find the list that they were added to, then in the dropdown on the right, select the "Re-sync from Sugar to MailChimp". This will queue a resync. Give it a couple hours to make sure the scheduler has had time to run, then check MailChimp to see if they showed up correctly.

    3) Lastly, go to a few of the Targets in Sugar that you imported and make sure they all have valid Email Addresses and make sure that the fields you are syncing are filled and not set to "required" on the MailChimp side.

    Let us know what you find. Thanks!

  2. fareedjreisat member avatar

    fareedjreisat Verified Purchase

    2 years ago

    1. Scheduler is fine.

    2. I don't see the option to re-sync from the Health Status page. Here is an image of my health status screen: Capture.PNG

    3. I confirmed before I made the support case that the Targets in question were valid and had unique email addresses. Only fields for Targets which are being syncd are First Name, Last Name, and Email all of which were included.

    • chad member avatar

      hutchins.chad gmail.com Verified Purchase

      2 years ago

      Thanks for taking the time to look at that.

      Can you send me a screenshot of the rest of the health status page?

    • fareedjreisat member avatar

      fareedjreisat Verified Purchase

      2 years ago

      healthstatus.png

    • fareedjreisat member avatar

      fareedjreisat Verified Purchase

      2 years ago

      Sorry that was the wrong image. Here's what I meant to paste: Capture.PNG

  3. chad member avatar

    hutchins.chad gmail.com Verified Purchase

    2 years ago

    Thanks!

    The reason it says "Sync In-progress" is because there are pending items to sync in the "Pending to MailChimp" section.

    Once the scheduler runs and that number goes to zero, at the bottom of the page you'll have the dropdown option to perform a resync.

  4. fareedjreisat member avatar

    fareedjreisat Verified Purchase

    2 years ago

    But it's been saying that for days. And it always says it's syncing over a small amount of records like 3 or 4, but there's hundreds of records that should be syncing. It usually syncs over larger numbers than that.

  5. fareedjreisat member avatar

    fareedjreisat Verified Purchase

    2 years ago

    Should have also reiterated that on MailChimp, only a single record has been added to the list for December. Here's a snippet of the MailChimp list sorted by Date Added. There should have been close to a 1000 new records added since 12/1.

    Capture.PNG

  6. fareedjreisat member avatar

    fareedjreisat Verified Purchase

    2 years ago

    Not sure what's going on, but here's the image I tried to paste (snippet from MailChimp list):

    mailchimplist.PNG

  7. chad member avatar

    hutchins.chad gmail.com Verified Purchase

    2 years ago

    It's not uncommon or their only to be 5-10 showing to sync at a time on the Health Status page. We only sync the people who have changed since the last scheduler run. We do not sync everyone every time.

    But something else does seem to be going on for the 1000 new records that have not made it over. Try two things for me:

    1) Create a new test contact (make sure the email is legit, like support@sugarchimp.com or something) and make sure you add it to the Sugar Target List so it can be synced.

    2) Then go to Sugar > Admin > SugarChimp Field Mapping, select the list that has the 1000 missing records, at the bottom click Continue (do not make any changes to the mapping), and on the next page select the Re-sync from Sugar to MailChimp option and click save. (This is just another way to re-sync your list if you can't from the health status page)

    Wait for about an hour or so, then check to see if the test contact from #1 made it to MailChimp and check to see if the 1000 missing Contacts made it to MailChimp.

    If this doesn't work out then we can get a call scheduled to take a closer look. Thanks!

  8. fareedjreisat member avatar

    fareedjreisat Verified Purchase

    2 years ago

    I took a look at the Health Status page randomly a moment ago and (finally) saw the option to queue a re-sync. So I went ahead and queued up a Sugar > MailChimp resync for the list.

    I did not see your post about the alternative method of queueing the resync until afterward. I will see how this pans out first and go from there.

    Thanks for all the help.

  9. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hello Freddy,

    That sounds great. Let us know what you find. Cheers!

    • fareedjreisat member avatar

      fareedjreisat Verified Purchase

      2 years ago

      Well, it looks like a lot of records were added to the MailChimp list 6 days ago when I queued that resync.

      But today when I check the list I see that only 3 records have been added since 12/14. Considering we have it configured so that all new contacts/leads get auto-syncd over, I find it hard to believe we only had 3 new contacts/leads in Sugar in 6 -7 days, considering we receive about 100 leads a day in our Sugar instance.

      Going to continue to investigate, just thought I'd post an update.

    • chad member avatar

      hutchins.chad gmail.com Verified Purchase

      2 years ago

      Thanks for the update, definitely let us know what you find so we can help.

      You might also want to take a look at the list on this page: https://www.sugaroutfitters.com/docs/SugarChimp/my-sugar-and-mailchimp-list-counts-do-not-match

      Those are all reasons why you may not see someone show up in MailChimp.

  10. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hello,

    I wanted to reach out and see if you've got an update for your finding on the Leads that are not making it to MailChimp? Have you come across any specific records that should be getting to MailChimp but are not? Let us know if you are getting everything as expected now.

    Thanks!

    • fareedjreisat member avatar

      fareedjreisat Verified Purchase

      2 years ago

      Thank you for following up on this support case. It has been busy times with the holidays; sorry I haven't updated yet.

      Something still seems to be off. As I mentioned in my last post a week ago, only 3 records had been added to MailChimp since 12/14 (when I queued the resync). Since then, only 7 additional records have been added. This seems very low.

      I'm not sure why new Leads are not automatically being added. I am going through new leads from 12/30 and I just chose 3 at random and searched for them in the MailChimp list. They are not in there. They also do not appear to be added to the Target List in Sugar, either.

      Do you have any idea why these are not being automatically added?

      -Freddy

  11. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hello Freddy,

    Based on that information, if they are not added to the Target List, then they would not get sent to MailChimp. So it seems the issue starts with them not getting added to the Target List. I suggest we try to get on a call so we can dig into exactly why they're not getting to MailChimp. We've got a support calendar that we can schedule calls: Schedule SugarChimp Support Call. We can screenshare and debug in more detail exactly where the breakdown is happening.

    Let me know if you're unable to find a time that works for you. Otherwise, I'll look forward to talking with you in more detail on the call. Thanks!

  12. fareedjreisat member avatar

    fareedjreisat Verified Purchase

    2 years ago

    I scheduled a call for tomorrow afternoon. Looking forward to it, thank you for your prompt assistance!

  13. fareedjreisat member avatar

    fareedjreisat Verified Purchase

    2 years ago

    I forgot to report back on the results of your fix from the screenshare session. Everything appears to be syncing properly now. I really appreciate your help.

  14. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    That's great to hear! I was getting ready to follow back up with you in the next couple days. Well we will go ahead and close this case out now. Don't hesitate to start a new case if something else comes up. Thanks!

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