by Fanatical Labs

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#3949 - SugarChimp error was detected

Closed Bug? created by hrosal 5 months ago

Hi Support,

Please assist on the details below.

A SugarChimp error was detected. We tried to email you about the error, but Sugar is unable to send emails to help+error-generic@sugarchimp.com. Here is what we tried to send:

Subject: SugarChimp Support Issue Identified

Body:
Site: https://cemuat.thehourglass.com
Admin Email: heigine.rosal@izeno.com|ADMINISTRATOR
SugarCRM Version: 7.8.2.0
SugarCRM Edition: ENT
SugarChimp Version: 8.1.2a

Error: A SugarChimp webhook could not be added to a Mailchimp List 6d25f2c31c. This probably occurred because your SugarCRM/SuiteCRM server is not publicly accessible. In order for MailChimp to communicate to SugarCRM/SuiteCRM, your server must be accessible by MailChimp.

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    5 months ago

    Hi Avinash,

    Happy to help. This appears to be a webhook error which would suggest there may be trouble syncing from MailChimp to Sugar. This error occurs when the webhook from MailChimp isn't able to find the Sugar webhook URL and typically results from incorrect file permission settings on the server during the installation process.

    Sugar has recommended permissions that need to be set in order for Module Loader to be able to put files where they need to go, and have proper access to them. You can check your permissions using the information here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360016251832-Common-Installation-Issues

    If you don't want to make your Sugar instance publicly accessible, we have some alternatives as well here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360004573992-Privacy-Network-Security

    Please let me know if you have any further trouble!

    Best,
    Heidi

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    4 months ago

    Hi Avinash,

    Thanks for sending this along. I think it might make most sense for us to get on a call to walk through this together. I'll ensure we have our developer on the call as well to troubleshoot in the moment. You can schedule a call using the link here:

    Schedule a Meeting

    I look forward to speaking with you!

    Best,
    Heidi

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    4 months ago

    Hello,

    We were able to find in the batch calls the errors that kept your list from syncing. It shows that MMERGE5 requires a value in MailChimp but that we are not sending a value from Sugar. Can you please go to the MailChimp List > Settings > List Fields and merge tags, and remove the required checkbox from MMERGE5.

    After that, try the sync again from Sugar to MailChimp and let us know what you see.

    Kind Regards,
    Jon

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    4 months ago

    Hi! I just wanted to check in to see if this resolved the issue for you.

    Please let me know if you need anything further!

    Best,
    Heidi

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