SugarChimp

Hello there,

I'm sorry for any trouble but I'm happy to help. Can you provide me with some extra information to help pinpoint where the problem is coming from. 1. Do you have other lists syncing correctly? 2. Are you wanting to sync actual Account records, and not the Account's related Contacts?

Let me know and I think we'll be able to help get you sorted out.

Thanks! Jon

Thanks for that information. Since we don't have any lists syncing yet, I want to check some basic pieces to see what we get. Can you send over a screenshot of your full Health Status page from admin > Health Status (SugarChimp section). It may take two screenshots here. Then, can you also send over your sugarcrm logs from admin > Diagnostic Tools. These forums are public, so please email these files to support@sugarchimp.com.

I will look them over and get back to you. In the meantime, I noticed that your trial is set to expire very soon, so I'm going to extend the trial period out another two weeks so we have time to fix any issues and test the functionality for you without getting charged.

Let me know if you have any questions about getting that information to me.

Regards, Jon

its blank

emailing teh diagnostic file is File types blocked in Gmail

Hello again,

Despite our setbacks, we'll get this thing figured out. There is a bug in SuiteCRM where the ajax redirects are causing the page information not to load correctly. Could you try to navigate there straight from the admin page? If that still does not work, then we can force Sugar to load the page by typing in the url:

[your_base_sugar_url]/index.php?module=SugarChimp&action=health_status

On the email issue, Gmail is blocking the .zip extension. Can you unzip the folder, and send over only the files 'suitecrm.log' and/or 'sugarcrm.log'. Those should come across just fine.

Thanks, Jon

suitecrm log sent

what is teh status of this?

Hello Chad,

I'm going to take a look at the logs. However, since we are not able to get the Health Status to show, we may need to jump on a call to clear up any issues we might be having. There's a few reasons we could be having trouble, so I'd rather just try to knock it out on one call. Can you schedule a time with me here: https://calendly.com/fanaticallabs/sugarchimp-support

I look forward to talking with you soon.

Thanks, Jon

Hello Chad,

I've got your meeting scheduled and have updated the credentials so we can login to GoToMeeting. I was able to take a look at the logs, but there is no great indication that there is anything no working inside of there. I'm sure we'll be able to figure out what's going on during our call tomorrow.

Thanks, Jon

in the meeting. where are you?

Hello,

We were able to look at the syncing issue together on a call and get everything working correctly. However, we were unable to find out why your Health Status page is still not displaying for your user. After searching a few forums and asking around with colleagues I cannot find a similar issue with certain Users being unable to view certain pages in SuiteCRM. The only thought would be that perhaps your User does not have full Admin rights in SuiteCRM. Is that a possibility? I'm sure we navigated through the admin panel to get to the Health Status, but can we check that the user has full Admin rights?

If that is not the case, then I would like to hop on another call and invite our CTO to take a look with us. If you would like to do that, can you schedule a call for us here: https://calendly.com/fanaticallabs/sugarchimp-support

If you have been able to figure out the issue and want to close this case out, let me know. Otherwise, I look forward to talking with you soon.

Thanks, Jon

Hello,

I wanted to follow up with what we found on our recent call regarding the Health Status not displaying correctly for your User. We were able to find that the issue was related to the Callinize plug-in for your Suite instance. When disabled, our Health Status page displays correctly. We are going to reach out to the TenFold people to figure out how we can fix up our integrations to work together. In the meantime, if you ever need to update integration settings for SugarChimp, you can disable the Callinize integration from admin > Module Loader, then run a Repair and Rebuild, from admin > Repair > Quick Repair and Rebuild. Update whatever SugarChimp Settings you need, then, re-enable the Callinize plug-in and run another Repair and Rebuild.

I will close this case out for now, and update you via email whenever have a solution in place with Tenfold that allows our integrations to run well together.

Kind Regards, Jon