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#4156 - Large number of records not mapping to MailChimp

Closed Bug? created by marketingdept Verified Purchase 2 years ago

Hi

I have tried to create a segment in MailChimp based on a field that is imported using the SugarChimp API and have noticed that a large number of records have not mapped over from Sugar.

At first, I thought this may have been due to email addresses being unsubscribed or invalid but I have checked in CRM and this is not the case.

Please could I get some assistance with this to make sure that the SmartList is pulling everything over correctly.

Regards
Adam

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hi Adam,

    Thanks for reaching out. To confirm, can you tell me who you're syncing from Mailchimp to Sugar? Are you syncing all Accounts or Contacts, or just certain ones on the Target List or with a specific criteria?

    To help troubleshoot this issue, can you take a screenshot of your Health Status page as well as the SugarChimp Schedulers page and send it to mailchimp@fanaticallabs.com?

    Finally, can you navigate to the Health Status page and change the /health-status portion of the URL to /adminbatches. Click Show along the left hand side and see if any batches show errors. If so, download the file and send it along as well so I can take a closer look.

    Thanks for your help in troubleshooting this issue.

    Best,
    Heidi

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Thanks for sending those screenshots. It's interesting that the Health Status page isn't showing any information. Let's start by putting SugarChimp into debug mode and seeing if we can gather some more information. I'm including steps for this process below:

    1. From your Sugar Admin page, right click and select Inspect. Then click Console.
    2. Click to open the Health Status page. Do any errors appear in the console? Send a screenshot of the Health Status page and the Console.
    3. Paste the following into the Console and press Enter:
      SUGAR.App.api.call('CREATE',SUGAR.App.api.buildURL('SugarChimp/setting/logger/debug'),{},{});
    4. Return to Sugar Admin and click System Settings, then click View Log at the bottom of the page.
    5. Click Mark Point at the top of the page and then navigate again to the Health Status page.
    6. Return to the Sugar Admin page and click System Settings again. Click View Log to return to the logs.
    7. Click Refresh from Mark at the top of the page and then copy/paste the text that appears into a text file to send along so we can take a closer look.

    When that's done, you can return to your Health Status page and put SugarChimp back to normal by copying/pasting the following into the Console:
    SUGAR.App.api.call('CREATE',SUGAR.App.api.buildURL('SugarChimp/setting/logger/normal'),{},{});

    Let me know if you get stuck along the way!

    Heidi

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hi Adam,

    Thanks for sending these along. It doesn't look like there's anything odd in the logs in relation to SugarChimp. Let's try updating to the latest version of SugarChimp and then testing an account to see if an error appears. I'm providing the steps below:

    1. Update to the latest version of SugarChimp, which can be found below:
      https://www.dropbox.com/s/ku57uanw9uyql2g/SugarChimp-9.1.2-for-Sugar789.zip?dl=0
    2. Make a change to an account you'd expect to sync to Mailchimp
    3. Navigate to the Health Status page and change the URL from /health-status to /admin and see if the change you made appears (the date and minute listed should allow you to see your change, but you can also open the page prior to the change and then refresh soon after making the change)
    4. Let the scheduler run and then change the URL to /adminbatches. Click Show to see if an error appears for the most recent batches
    5. Check to see if the Account appears in Mailchimp

    We can also walk through these steps together to see where things might be failing. Feel free to schedule a call using the link below:

    https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

    Thanks!
    Heidi

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hi Adam,

    Sounds like it's not connecting with Mailchimp. Can you re-connect to Mailchimp in Step 3 of the Setup (even if it says you're connected)? The steps are below:

    1. Navigate to Admin within your CRM.
    2. Under the SugarChimp section, click Setup.
    3. Click on Step 3 Connect.
    4. Click the Mailchimp icon to connect to Mailchimp.
    5. Enter your Mailchimp username and password and follow the process to connect.

    Let me know if that doesn't fix things.

    Best,
    Heidi

  5. marketingdept member avatar

    marketingdept Verified Purchase

    2 years ago

    Hello

    Adam has left Sportsafe - was this case resolved?

  6. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Thanks for checking in. I haven't yet received word on if this most recent step worked.

    To recap, it sounds like some data was making it's way from Sugar to Mailchimp. We updated to the most recent version and needed to reconnect to Mailchimp using the steps in the prior message.

    Can you tell me if you're still experiencing issues seeing data move from Sugar to Mailchimp?

    Thanks,
    Heidi

  7. marketingdept member avatar

    marketingdept Verified Purchase

    2 years ago

    Hi Heidi

    I have to be honest I'm not as technical as Adam - so unsure what to do?

  8. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    No worries. Can you make a change to a contact in Sugar, then wait 5-10 minutes and see if that change is reflected in Mailchimp? This will tell us if there are issues syncing data from Sugar to Mailchimp.

    If you'd like, we can jump on a call to walk through the integration to make sure it's working the way it should. If you'd prefer to do that, feel free to schedule a convenient time for you below:

    https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

    Thanks!
    Heidi

  9. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Thanks for meeting today to walk through SugarChimp. As a recap, we checked the ensure data was syncing from Sugar to Mailchimp and verified there weren't any errors. It looks like the scheduler (which sends the data from Sugar to Mailchimp) is running every 5 minutes and we tested an update to confirm the change was made as expected. It looks like everything is working the way it should!

    When the new manager is ready, they're welcome to schedule some time with us to walk through the integration and how the data is currently sent between Mailchimp and Sugar.

    https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

    Let me know if you have any further questions or concerns!

    Best,
    Heidi

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