by Fanatical Labs

Save Your Team Countless Hours. SugarChimp syncs your lists in both directions so that you can work in your preferred application. Segment and Group your MailChimp subscribers based on SugarCRM data so you can market to the right people at the right time. Fully compatible with all versions and editions of Sugar and SuiteCRM.

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#4164 - Mailchimp contacts not syncing with Sugar

Closed Bug? created by ksharma 8 months ago

Hi, I have a mailchimp contacts list set up to sync with Sugar. The sync seems to work but only 1 mailchimp contact comes over while the other 266 contacts do not. Can someone please help diagnose the issue?

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    8 months ago

    Happy to help. It sounds like you're needing to sync subscribers from Mailchimp to Sugar, is that correct? Can you tell me if these contacts were already set up in Mailchimp when you established the list's sync between Mailchimp and Sugar or were these contacts added after you set up a sync for the list?

    Thanks,
    Heidi

    • ksharma member avatar

      ksharma

      8 months ago

      Hi Heidi, that's correct. I am needing MailChimp contacts to sync to Sugar although I do need the sync to work both way at the end of the day. I just checked and 100% of the contacts were already there in MailChimp prior to me setting up the sync.

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    8 months ago

    In order to get contacts into Sugar that were already there, you can queue a Mailchimp to Sugar sync from the Health Status page for the list you're looking to sync. Prior to syncing, I'm including 2 things below you may want to consider:

    1. Confirm the settings to create new subscribers are correct. You can check this under SugarChimp Configuration under "Step 4. How should we handle new subscribers from Mailchimp?"
    2. If you currently have Sugar records in the Mailchimp Audience and you're not sure if Mailchimp has the most up to date information, you may want to update Field Mapping to "Do Not Sync" for fields you're unsure of.

    Once you review those items, you can navigate to the Health Status page to queue a re-sync from Mailchimp to Sugar.

    Unrelated, I also noticed you're on an older version of SugarChimp. We have a newer version and instructions for updating can be found below:

    https://fanaticallabs.zendesk.com/hc/en-us/articles/360004608392-Update-to-the-Latest-Version-of-SugarChimp

    Let me know if you have any trouble with this process or if you want to schedule a call to walk through it together.

    Best,
    Heidi

    • ksharma member avatar

      ksharma

      8 months ago

      The existing settings were already in line with your instructions but I re-did them anyway. After the sync ran, it brought over another lone lead from MailChimp so now we have a total of 2 in Sugar out of 266 in MailChimp. Think it would be best to schedule a call to look into this together.

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    8 months ago

    Absolutely! Feel free to schedule a call using the link below:

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

    We'll take a look together to determine the issue.

    Heidi

    • ksharma member avatar

      ksharma

      8 months ago

      I scheduled the meeting on Calendly about an hour ago but still haven't received a confirmation and dial-in instructions.

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    8 months ago

    It looks like there was an extra letter in the email address. I'm sending the link again to the correct email. Let me know if you don't get it.

    Best,
    Heidi

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    8 months ago

    It was great to chat with you! Just as a recap of our call, we updated to the latest version to fix the issue where records weren't syncing from Mailchimp to Sugar. (This was an issue we found with version 8.0.0 that we fixed in 8.0.2.)

    Let us know if you experience any other trouble!

    Thanks,
    Heidi

    • ksharma member avatar

      ksharma

      8 months ago

      Hi Heidi,

      As it turned out, the latest version of SugarChimp wasn't compatible after all with our version 7.9. After installing SugarChimp v9 yesterday afternoon, it crashed our system last night and we had to scramble for hours to come back online. The dev team has tracked the fatal error to SugarChimp connector. Soon as they disabled it, the system was back online.

      We are not very happy about this.

      Anyway, I am sharing some error messages below from the log. Need your help in figuring out where things went wrong and how we can prevent it from happening again. Of course, we will need to test it thoroughly before I install it again in prod.

      Can jump on a call if needed. Please let me know.

      Kapil


      Thu Jun 27 14:14:12 2019 [30646][1][FATAL] SugarOutfitters_API::call(): Unable to validate license. Please configure the firewall to allow requests to https://www.sugaroutfitters.com/api/v2/key/validate and make sure that SSL certs are up to date on the server.
      Thu Jun 27 14:14:12 2019 [30646][1][FATAL] SugarChimpOutfittersLicense::doValidate() failed: Array
      (
          [success] =>
          [result] => SugarOutfitters_API::call(): Unable to validate the license key. Please configure the firewall to allow requests to https://www.sugaroutfitters.com/api/v2/key/validate and make sure that SSL certs are up to date on the server.
      )

      Thu Jun 27 14:14:12 2019 [30646][1][FATAL] SugarChimpOutfittersLicense::get_current_plan: manual validation response: Array
      (
          [success] =>
          [result] => SugarOutfitters_API::call(): Unable to validate the license key. Please configure the firewall to allow requests to https://www.sugaroutfitters.com/api/v2/key/validate and make sure that SSL certs are up to date on the server.
      )

      Thu Jun 27 14:14:12 2019 [30646][1][FATAL] SugarChimpOutfittersLicense::get_current_plan: last response: Array
      (
          [last_ran] => 1561644852
          [last_result] => Array
              (
                  [success] =>
                  [result] => SugarOutfitters_API::call(): Unable to validate the license key. Please configure the firewall to allow requests to https://www.sugaroutfitters.com/api/v2/key/validate and make sure that SSL certs are up to date on the server.
              )

      )

      Thu Jun 27 14:14:12 2019 [30646][1][FATAL] SugarChimpOutfittersLicense::get_current_plan: no public key was provided in the last response. we still have invalid public key.
      Thu Jun 27 14:14:12 2019 [30646][1][FATAL] SugarChimpOutfittersLicense::get_current_plan: no public key was provided in the last response. trying to validate manually...

  6. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    8 months ago

    Hi Kapil,

    I'm sorry for the troubles your dev team encountered! The latest version of SugarChimp should be compatible with Sugar 6 and above. I checked in with our developer who confirmed this version was tested on Sugar 7.9 without issue, so this is something totally unexpected. Looking at the logs below it looks like the license tried to validate, but failed.

    Given that we were able to update this to the latest version yesterday and it appeared to be working on our call, can you tell me more about the symptoms that occurred last night and anything else that you noticed that caused the server to be unreachable and unresponsive?

    To better troubleshoot this, it would be helpful if we could get full SugarCRM logs as well as full PHP logs from the last 24 hours. This would help us better understand where things went wrong. Can you send those to us at mailchimp@fanaticallabs.com so we can take a closer look?

    Thanks for your help in troubleshooting as we narrow down the issue here!

    Heidi

  7. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    7 months ago

    I wanted to update this case here to show that we are still working with you via email to discover why the integration is unable to reach our licensing servers. Once we resolve this issue, we believe the sync will continue where it has left off.

    I will be sure to update this case again once we have worked through this issue with your team.

    Kind Regards,
    Heidi

  8. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    7 months ago

    Just wanted to quickly follow up here and close this case. It looks like this is a server-specific issue and we've sent an email with more details so your team can further troubleshoot the issue.

    Let me know if you have any further issues or you want to schedule a call with Jon, our developer!

    Best,
    Heidi

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