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#3210 - Massive amounts of duplicate records being created

Closed Bug? created by sstephens Verified Purchase 2 years ago

Hello,

Huge amounts of duplicate records are being created and I think it is something to do with the sugarchimp - I think it is when people create an account on our website which feeds in to mailchimp (and that is working fine) but then in CRM huge numbers of duplicate records are being created (c200-500 per contact record). I know how to merge records in CRM but when I have done that the duplicates keep on being created for that same contact.

Appreciate some help please.

Best wishes,

Felicity

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hello Felicity,

    I am very sorry for the trouble. We take record duplication and your CRM data very seriously and have many checks in place to prevent this from happening. Can you verify rather or not these duplicates have email addresses or not?

    Thanks,
    Jon

    • sstephens member avatar

      sstephens Verified Purchase

      2 years ago

      Hello Jon,

      thank you for your quick response.

      No the deuplicates have a first name and last name and their correct list subscriptions from mailchimp but no email address.

      Look forward to hearing from you further.

      Best wishes.

      Felicity

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Thanks Felicity,

    I am not sure rather or not this is the integration, but I want to look into it further together. What I would like to do is to get on a call with you and go through the process with logging on so that we can find out exactly what is happening. Some questions to help narrow down a solution:
    - Are you able to replicate the issue? Is it every time someone is created on the website?
    - What version of SugarCRM are you running?
    - Do you have any workflows or customizations in SugarCRM that are running on Contact creation?

    Can you create a meeting for us from our calendar here: Schedule a Meeting

    I appreciate your patience. We will figure out what's going on.

    Thanks,
    Jon

    • sstephens member avatar

      sstephens Verified Purchase

      2 years ago

      Thanks Jon,

      i will schedule a call, I may ask our IT support to join me too.

      I have replicated the issue by signing in with my personal email and that did create the contact, without an email, and create duplicates. Our IT support wondered whether the duplicates are being created because the email address is not being transferred from MailChimp to CRM so it just keeps trying. I can confirm that the acount I created for myself is working from a mailchimp perspective as I am receiving the emails that I have signed up to.

      The version, I think, is Version 7.7.5 nSugar Version 6.5.24 (Build 509) - that is what it says in the about page

      Do you have any workflows or customizations in SugarCRM that are running on Contact creation? - I dont believe so.

      Many thanks,

      Felicity

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hello Felicity,

    That is great if you can get your IT support on the call as well. That will let us cover the process from all angles. If you can replicate the issue on the call, then I'm confident we can figure out where the breakdown is happening. We use email address as an 'ID' of sorts, so if the email address must be brought in from MailChimp in order to create the record. What we have seen before, is a breakdown in the save process (because of customizations or workflows on the save logic hooks), that cause the record not to be saved with an email address.

    We will certainly know more after the support call. I look forward to talking with you soon.

    Kind Regards,
    Jon

    • sstephens member avatar

      sstephens Verified Purchase

      2 years ago

      Thakns Jon, I will organise. I am not confident that it will replicate on the call as I am not sure how immediate it is between creating an account on the website to an accoutn being created in CRM to it duplicating. But I can try.

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Typically, the MailChimp webhooks should fire to the CRM immediately. Sometimes they can take a few minutes, but it is not very long. Hopefully they will cooperate on the call!

    Thanks again, talk soon.

  5. fanatical_jon member avatar

    Jon S Provider

    2 years ago

    Hello again,

    Thanks for your patience as we worked through those issues. I wanted to give a quick recap for anyone searching the forum: There was a bug in older versions of SugarChimp that caused duplicates to be created whenever a MailChimp Activity was imported with no record associated. The bug has been fixed and will no longer cause duplicates.

    Let us know if there is anything else we can help with.

    Cheers!
    Jon

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