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#993 - Cron showing syncing, but no updates on MailChimp

Closed Bug? created by wesgbrooks 4 years ago

I've set up SugarChimp with our system, filled in the MailChimp API key, mapped the correct fields to the correct MailChimp list in the field mapping, set up cron to run every 5 minutes. We confirmed that cron seems to show it works and has been running consistently, but no new accounts show up on MailChimp after we update the target list with ~16 accounts.

Maybe there's a problem in the setup, or something on the sugarchimp side of things itself? It looks as though everything is right on the CRM side, which is confirmed by our development team.

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    4 years ago

    It sounds like you've done a nice job setting everything up. A few questions for you:

    1) The Target List you added the Accounts to, does it have a "MailChimp List" selected? If not, edit the Target List and select the MailChimp List that you would like to send the Accounts to and click Save.

    2) On the Accounts that you added to the Target List, do they have email address on the Accounts? Or are the email addresses on the Accounts' related Contacts? If they Account records do not have email addresses they will not sync across. You will need to add the Contact records to the Target List.

    3) If the points above do not apply, trying forcing a resync on your Sugar Target List. Go to the Target List, click edit, set the MailChimp List field to blank. Click Save. Click Edit again and select the MailChimp List field and click Save. The list will be queued for resyncing at this point. If you go to Admin > SugarChimp Health Status page you'll see number in the Pending to MailChimp section.

    Let me know how it goes. Thanks!

  2. wesgbrooks member avatar

    wesgbrooks

    4 years ago

    1) The correct Target List ("New Rewards Members") has the correct MailChimp List ("Rewards Members [Accounts]") listed.
    2) The accounts all have email addresses for those accounts. The account view at the bottom of the target list view shows each account to have a registered email. Also, after clicking the account name, the email address shows up in the individual account view.
    3) Followed your instructions to manually force the resync, and "Pending to MailChimp" confirms that 1 list, and 16 Targets/Leads/Contacts are set to sync.

    So.... After manually forcing the resync, 9 new emails out of the 16 (1 had been added previously, and 3 were @example.com) were synced correctly, which means 3 accounts were unaccounted for. Upon reviewing the target list, I now have an error for this list only (this hasn't happened before), that says "Database Failure. Please refer to sugarcrm.log for details". It looks like only this specific target list has been effected, not any other target lists or other modules. I'm sending this error to our dev team to see what the error was in the logs.

  3. wesgbrooks member avatar

    wesgbrooks

    4 years ago

    Looks like the log reports a success of syncing all the emails that MailChimp did not kick back as false emails. Still working on what caused the CRM database failure to the list though.

    That being said, why could it be that the sync works 1x after manually forcing the resync, but otherwise, it won't sync, even when cron appears to be working?

    We're automatically adding new accounts to the target list when a new account is created programmatically elsewhere, but after the account is added to the target list, it never shows up in MailChimp without manually forcing the sync as described before.

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      4 years ago

      Thanks for the feedback, sounds like you're really close! Let me know what you find on the database issue, it may be related to why syncing via the scheduler may not be working.

      Another related issue to syncing via the scheduler, you say you're programmatically creating Accounts in Sugar and adding them to the Target List from elsewhere, it depends how the code is written to relate the new Account to a Target List as to if it will be queued for syncing. If it relates the records using the SugarBean then it should be setup properly. If it's running sql queries directly to relate the records, it won't work.

      You'll need to either write the code to use the SugarBean or to manually queue the records to be synced as you add them programmatically.

      Towards the end of this blog post in the "Adding and removing related records" section it shows an example of how to relate records using the Sugar Bean: http://developer.sugarcrm.com/2012/03/23/howto-using-the-bean-instead-of-sql-all-the-time

      Here's a document that describes how to manually add items to the SugarChimp queue https://www.sugaroutfitters.com/docs/SugarChimp/integrate-your-target-list-add-on-with-sugarchimp

      Let me know how it goes. Thanks!

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    4 years ago

    Hi there, were you able to get it all running how you wanted? Thanks!

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    4 years ago

    Hi Wes, I'm going to close this case for now. Definitely leave another comment or create a new case if you have any additional questions. Thanks!

  6. wesgbrooks member avatar

    wesgbrooks

    4 years ago

    Our dev team is still working to resolve this - sorry for the delayed response. On Dec 4th, here's what they gave me as a summary of what they're working on.

    "we're not using raw SQL -- rather the SugarCRM API (same as always, same as on other sugar projects we've done). So direct SQL shouldn't be it.
    We will have to add some more records and use the SugarChimp documentation to examine the SugarChimp queue and see if they are added there, or not.
    It might be a minor difference between the free and paid sugarCRMs, as well. We will probably have to check the sugarchimp queue manually after our API call, if that's the root issue, probably add it manually if it isn't there.
    So maybe just one of those things we'll have to deal with specially. It will take us some time to investigate further. "

    When I asked for an update on Friday, here's what they sent over:
    "Everything appears to be working correctly RE the API but we can confirm the messages aren't added to the queue. We are looking into adding them manually. This may be a difference in Sugar (the paid version) and Sugar (the community version) because we are for sure NOT doing this with raw sql..."

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      4 years ago

      Hi Wes, thanks for the update. It sounds like they're on the right track then. Once they get it setup so that they are adding to the SugarChimp queue all should be good. Definitely let me know if they need anything from my side. Thanks!

  7. wesgbrooks member avatar

    wesgbrooks

    4 years ago

    Hey Sugarchimp, it looks like we may have figured out the issue. Here's the details from our engineering team:

    "So we tried a few things with Sugarchimp, we uninstalled the module from SugarCRM, deleted leftover tables, etc and then reinstalled it. Kept trying to sync accounts but no luck. Created new target lists and new mailchimp lists, still no luck.

    But if you look under Field Mapping in SugarCRM, you'll see that there is no email address field listed for the Accounts module, there is however a field for Contacts, Targets, and Leads.

    We created a new target list with Contacts and created a new list in Mailchimp to see if the problem was with syncing the accounts module, the sync worked with that setup. It's looking like the Sugarchimp module has issues syncing Accounts."

    Our setup requires using Accounts as the primary record source that is to be sent to MailChimp. Is there any way for us to make that happen?

  8. wesgbrooks member avatar

    wesgbrooks

    4 years ago

    Also - the email field in accounts is the original field, and it looks identical to the email field in contacts. We have a screenshot of the field mapping page showing the missing space where it automatically syncs the email field to the other module types. Is this something that we're doing wrong, or is it that sugarchimp can't sync accounts to mailchimp?

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      4 years ago

      Thanks for digging into it more! That's good info. Everything seems to be setup correctly if Contacts/Leads/Targets sync correctly.

      You're right that there is no email address listed on the field mapping page, that's actually just a label and nothing dynamic. I'll make sure that gets corrected, but unfortunately it has nothing to do with syncing functionality.

      I think there are a couple things that could be going on:

      1) You already clarified some of this, but to confirm... if you go to Admin > Studio > Accounts > Fields do you see a email1 field listed? And does it show up in on your Account detail/edit views? That's the out-of-the-box Sugar email field that SugarChimp uses to make the sync. Is that the field your email addresses are in?

      2) If you go to your list in MailChimp go to Settings > List fields and merge tags, are there fields in your lists that are set to be required? My guess is maybe the last name field is required, but there is no field mapped in Sugar to the Last Name field (or some other field in the list)? Is this a possibility?

      Let me know what you find. Sounds like we're really close. Thanks!

  9. wesgbrooks member avatar

    wesgbrooks

    4 years ago

    1) Email1 field is listed, and is what we're using for our email address field on accounts.
    2) All fields in MailChimp are unchecked, saying they are not required.

    Any other ideas we can try?

  10. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    4 years ago

    Thanks for the info. I'm not sure at this point without giving things a closer look.

    I'm going to send you an email from our SugarChimp Support email address. Let's setup a time this week to get on a screenshare and get everything sorted out.

    Thanks!

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