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#3909 - Emails no longer showing up in Sugar after Install

Closed Bug? created by kjovicevic Verified Purchase 10 months ago

Hello,

Ever since we installed sugarchimp into our sugar platform we have been losing peoples' email addresses. All leads that come into sugar which populate via filling out the forms on our website are now showing up without an email address. And because their email address is now missing, I have no new leads being put into my email campaigns in MailChimp. Please look to correct asap. I can connect a sugarchimp developer with my sugar developer if need be.

Thanks!

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    10 months ago

    Hello Kiara,

    I apologize for the issues here, but I hope we can get it addressed quickly. We've seen a similar issue in the past where a workflow in Sugar was running when a Contact/Lead was saved and interrupting the save process from our code. This caused the email addresses not to be saved on records as what you are seeing.

    We were able to fix the issue by adjusting the workflows in Sugar so that they run at the minimum interval after the save occurs, not immediately. Can you check to see if you have any active workflows for Leads triggering on creation/updating?

    Thanks,
    Jon

    • kjovicevic member avatar

      kjovicevic Verified Purchase

      10 months ago

      Yes we have an automated SMS campaign that goes out upon immediate creation.

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    10 months ago

    Hello Kiara,

    Can you adjust the workflow so that it runs a minute after the Lead is Created and see if that allows email addresses to be added to your Lead records? Let me know what you find.

    Thanks,
    Jon

  3. kjovicevic member avatar

    kjovicevic Verified Purchase

    10 months ago

    Hi Jon - we updated the workflow and this did not work. Can you please send me a direct contact that my developers can work with to solve this issue.

    Thanks!

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    10 months ago

    Hello Kiara,

    Your Sugar developers can setup a call with us to look at the issue together. I will be sure to have the appropriate team members on the call for us to speak with them:

    Schedule a Meeting

    We are at a conference this week and do not have any call availability, so it would have to be early next week. If they would like to email directly, you can have them reach out to support@sugarchimp.com and I will give them some further troubleshooting steps we can check to see what is going on, as well as steps to resolve the current data issues you are facing.

    Also, I am going to extend your trial out another couple weeks to ensure you are not charged while we are facing issues such as this. We will get it working and your data secure before anything converts to a paid subscription.

    Thank you for your patience as we work through this with your Sugar developers.

    Kind Regards,
    Jon

  5. kjovicevic member avatar

    kjovicevic Verified Purchase

    10 months ago

    Hello there,

    This email is in response to Case#2080: Emails no longer showing up in Sugar after Install

    We haven't heard from you regarding the issue in a few days. To help jog your memory, here is the last comment on the ticket:

    ---

    Jon Sheppard, Oct 8, 13:05 COT

    Hello Kiara,

    Your Sugar developers can setup a call with us to look at the issue together. I will be sure to have the appropriate team members on the call for us to speak with them:

    Schedule a Meeting

    We are at a conference this week and do not have any call availability, so it would have to be early next week. If they would like to email directly, you can have them reach out to support@sugarchimp.com and I will give them some further troubleshooting steps we can check to see what is going on, as well as steps to resolve the current data issues you are facing.

    Also, I am going to extend your trial out another couple weeks to ensure you are not charged while we are facing issues such as this. We will get it working and your data secure before anything converts to a paid subscription.

    Thank you for your patience as we work through this with your Sugar developers.

    Kind Regards,

    Jon

    Let me know how I can help.

    Thanks,
    Jon
    Fanatical Labs Support

  6. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    10 months ago

    Hello everyone,

    I'm just updating this case with what we discussed on our call. There is a conflict with multiple logic hooks causing email addresses not to be saved on new web to lead form submissions. We are going to receive the other logic hooks to see if we can determine the cause of the interruption. As soon as we have more information on what is causing the issue we will be sure to update the case here.

    Kind Regards,
    Jon

    • angelm member avatar

      angelm

      10 months ago

      Hello Jon,

      Thanks for the time and the update.

      I realized I couldn't find your email on the meeting invite. Is there a way to attach files in here? if not, please reach me out to angel.martinez@arcsona.com and I reply with the code of the Logic Hook.

      I'm sorry about that.

      Regards,
      Angel M.

    • kjovicevic member avatar

      kjovicevic Verified Purchase

      10 months ago

      Do you have an ETA on when we will have this fixed? Not having emails on any lead that comes through is a pretty big problem for us and this has been happening for over 2 weeks now. Any more info you have on this would be appreciated. Thanks!

  7. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    10 months ago

    Hello everyone,

    @Angel
    You can send an email to support@sugarchimp.com with the files attached. Please include case#3909 in the subject so I can easily find the file.

    @Kiara
    I understand your concern and can assure this is on the top of our priority list at the moment. We have many customers on this version of SugarChimp on SugarOndemand who are not experiencing the same issues you are. There is a conflict with one of your current customizations which we need to line out. In the meantime, can you ask Sugar support to setup a clone environment for this support case in which we can troubleshoot and resolve the issue.

    As soon as we can look at the logic hooks from Angel we will know more on what needs to be done to fix the problem. We will be sure that you are not charged anything from us as we work through the issue. Let me know if you have any questions on the steps forward.

    Kind Regards,
    Jon

  8. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    10 months ago

    Hello again,

    I just wanted to update this forum by letting you know that we've looked over their logic hook and found somethings that might help get the email address saved on the record. I've sent them over to Angel already, but here is what we've said:

    So looking through your custom logic hook we want to check a few things:

    1. Are you getting a value for $email1 on line 27?
    2. You might need to update the query on line 29 to be a 'LIKE' check on ea.email_address to make sure there are no caps...or check the all caps version. Doubt this is affecting us here, just something we noted.

    If you are not getting a value in the email1 field, then can you try to update the logic on the bean->email1 piece. We've had to add the 'use_cache'=>false on the getBean function so that it grabs the latest update to the bean, not a cached value from prior to the save. It seems like an obvious flaw, but something we've worked around. Here is what it looks like:

    // use temp bean trick to always get the new email address value
    // without this, bean would have the old value (empty or un-updated)
    $temp_bean = BeanFactory::getBean($bean->module_dir,$bean->id,array(‘use_cache’=>false));
    $bean->email1 = (isset($temp_bean->email1)) ? $temp_bean->email1 : false;

    Look over that and let me know what you come up with. Hopefully its as simple as that temp_bean trick.

    Thanks,

    Jon

  9. kjovicevic member avatar

    kjovicevic Verified Purchase

    10 months ago

    Hello there,

    This email is in response to Case#2080: Emails no longer showing up in Sugar after Install

    We haven't heard from you regarding the issue in a few days. To help jog your memory, here is the last comment on the ticket:

    ---

    Jon Sheppard, Oct 16, 16:11 COT

    Hello again,

    I just wanted to update this forum by letting you know that we've looked over their logic hook and found somethings that might help get the email address saved on the record. I've sent them over to Angel already, but here is what we've said:

    So looking through your custom logic hook we want to check a few things:

    1. Are you getting a value for $email1 on line 27?
    2. You might need to update the query on line 29 to be a 'LIKE' check on ea.email_address to make sure there are no caps...or check the all caps version. Doubt this is affecting us here, just something we noted.

    If you are not getting a value in the email1 field, then can you try to update the logic on the bean->email1 piece. We've had to add the 'use_cache'=>false on the getBean function so that it grabs the latest update to the bean, not a cached value from prior to the save. It seems like an obvious flaw, but something we've worked around. Here is what it looks like:

    // use temp bean trick to always get the new email address value
    // without this, bean would have the old value (empty or un-updated)
    $temp_bean = BeanFactory::getBean($bean->module_dir,$bean->id,array(‘use_cache’=>false));
    $bean->email1 = (isset($temp_bean->email1)) ? $temp_bean->email1 : false;

    Look over that and let me know what you come up with. Hopefully its as simple as that temp_bean trick.

    Thanks,

    Jon

    Let me know how I can help.

    Thanks,
    Jon
    Fanatical Labs Support

  10. jesusdelamora member avatar

    jesusdelamora

    10 months ago

    Jon,
    We upload a back up for you in our repository:
    https://arcsonalabs.sharepoint.com/:f:/s/Projects/ElOrrHSo9RRKjSgiouyfVjsBXDN5KOQUfH8MaJQbeVAsXA?e=5WSqFQ
    Could you please help us to continue reviewing this problem

    Thanks

  11. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    10 months ago

    Hello Jesus,

    I have started the download of their export now. I will look try to get a local installation going as quickly as possible with their data. I will let you know if I run into any hiccups during this process.

    Thanks,
    Jon

  12. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    9 months ago

    Hello everyone,

    I was able to get their setup working locally. When I began troubleshooting, I tried to create a Lead manually. However, on manual creation, I'm getting:

    Mon Oct 29 12:44:42 2018 [2039][1][FATAL] An exception occurred while executing 'INSERT INTO leads_cstm (id_c, status_parent_c, nosmssend_c, smsphase_c, wechat_c, whatsapp_c, nextsms_c, nosmssend_stall_c, smsphase_stall_c, nextsms_stall_c, email_sent_c, countryareacode_c, foreigncitizen_c, noemailssend_stall_c, email_phase_stall_c, nextemailsend_stall_c, emailsentstall_c, previouscalldate_c, numbercalls_c, nextcallbasedinprevious_c, nextcallbasedinprevious2_c, nextcallbasedinprevious3_c, callheld_c, nocallsstall_c, previouscalldatestall_c, nextcallstall1_c, nextcallstall2_c, nextcallstall3_c, nextcallstall4_c, callheldstall_c, mobile_c, product_type_c, email_by_lh_c, noemail_c, email_phase_c, nextemailsend_c, noemailssend_c, initial_process_c, phone_only_numbers_c, medium_c, lead_content_c, lead_term_c) VALUES(?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' with params ["51048ad0-dba2-11e8-8ad1-a45e60ef573b", "New", null, null, null, null, null, null, null, null, 0, "1", 0, null, null, null, 0, null, null, false, false, false, 0, null, null, false, false, false, false, 0, "19305208020", null, 0, null, null, null, null, 0, null, "Call", null, null]:

    Incorrect datetime value: '' for column 'nextcallbasedinprevious_c' at row 1


    Any thoughts on why this is? How can I create Leads in the system to replicate the issue?

    Thanks,
    Jon

  13. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    9 months ago

    Hello there,

    We haven't heard from you regarding the issue in a few days. Is there anything we can help with?

    Let me know how I can help.

    Thanks,
    Jon
    Fanatical Labs Support

  14. kjovicevic member avatar

    kjovicevic Verified Purchase

    9 months ago

    Hi Jon,

    I just got an email from my developers that we are still working out a final solution to this problem. I also got an email notification from your team that our "free trial" expires in 3 days and my card will be charged. I want to make sure that doesn't happen since this issue is not fixed yet I don't want to be paying for this.

    Thanks,

    Kiara

  15. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    9 months ago

    Hello Kiara,

    We've got the solution worked out (finally), so that everything should be working in your system going forward. I will go ahead and extend your trial out another two weeks so that you have ample time to feel comfortable with the features and reliability of the product before paying anything.

    Thank you again for your patience as we debugged the issues with Arcsona. I'll go ahead and close this case out now. If you run into anything else, you can reply here are start a new case.

    Kind Regards,
    Jon

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