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#3127 - Disparity between Target Lists and Lists

Closed Bug? created by bacpartners 6 years ago

We are supporting SugarCRM for a client who also has SugarChimp installed. We have occasionally received synchronisation error emails but on the whole things work fine. There is a clear issue now where the counts for a list differ between SugarCRM and MailChimp despite routine synchronisation. The difference is around 900 leads. On investigating this further, if I revisit step #4 of the setup, only 21 of the 25 target lists show up. They do change the names of these lists FYI, so unsure whether this impacts the situation. There are therefore 2 errors:

The lists shown in SugarCRM setup differ from the target lists in SugarCRM
The counts in a list are wrong.

Given the time difference with Australia, I would appreciate a prompt reply so we can get this resolved for the client.

Regards Chris

Fanatical Labs Provider Affiliate
6 years ago
Hello Chris,

I'm happy to help get this figured out. To each question:
1. Our Target List dropdown on Step 4 pulls directly from your database, so I'm not sure how the names could have changed. The amount of lists displayed are limited based on the Sugar 'list view' limitation. You can raise that number from admin > System Settings to 40 and it should then display all of the Target Lists in Sugar.
2. There are a number of reasons that the list counts differ between Sugar and MailChimp. Typically, there are issues around the email addresses being sent to MailChimp. They could be missing email addresses, marked as opted out or invalid, or duplicated. I'm not sure what percentage 900 missing on the list is, so that may be unreasonable.
Can you go to the SugarChimp Health Status page and change the end of the url from "health-status" to "adminbatches". This will take you to a page that lists all of the updates we send to MailChimp. If you click the 'show' button next to one you can see if there were any errors in the batch calls. If you find an error there, you can download the batch and email it to us at 'support@sugarchimp.com'.

If you do not find any errors, the best way to troubleshoot would be to find one particular record that has a valid email address that is not getting to MailChimp. If you can narrow it down to one record that is on the Target List and not in MailChimp, then we can work on figuring out why that record is not showing up in MailChimp.

I look forward to working with you to figure out what's going on.

Thanks, Jon
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- bacpartners
  6 years ago
  
  Hi Jon,
  
  The listview # did show the lists so this is now resolved. I would have expected paging or "read more" if there was more to show.
  
  I then changed the URL to adminbatches. I cannot add a screenshot on here - although there are no errors the first date shown is 2017-05-30 02:35:02. There is not scroll on this page so although more entries are showing I cannot page through them.
  
  Can you please get back to me about how to resolve this.
  
  Thanks.
  
  Chris
  
  reply
Fanatical Labs Provider Affiliate
6 years ago

Hello Chris,

To figure out what is going on there, we need to figure out one record who is on the Target List but not represented in MailChimp. Again, it is very typical that the numbers are off by 10-20% because of the reasons I described about. Can you look through your target list and find someone who is there but not in the MailChimp List. Once you've found a record, we need to set the logging level to debug. This can be done directly into the database with the sql:

UPDATE config SET value='debug' WHERE category LIKE 'sugarchimp' AND name='logger'

From there, edit a synced field on the record and wait on the scheduler to run and send the update to MailChimp. From there, send over your sugar logs to support@sugarchimp.com. I will look through them as quickly as possible to find a solution.

For the absolute quickest troubleshooting, you could give me temporary sugar admin access to the system. I will do the debugging myself and figure out exactly what's going on. This forum is public, so any confidential information would need to be emailed to me at jon@sugarchimp or support@sugarchimp.com

I look forward to helping you get this problem resolved.

Thanks, Jon

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bacpartners
6 years ago

Hi Jon,

I tried sending you details and got this:

Delivery has failed to these recipients or groups: jon@sugarchimp Your message wasn't delivered because the recipient's mailbox is undergoing maintenance and can't accept messages now. Please try resending the message later.

Please let me know when you can accept emails.

Thanks, Chris

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Jon S Provider
6 years ago

Chris,

I apologize for the trouble, but I managed to leave off the '.com'. The correct email address is jon@sugarchimp.com

Thanks, Jon

reply
Fanatical Labs Provider Affiliate
6 years ago

Hello Chris,

It's been a while since I've circled back to this case, but we never heard back from the client on the issues presented. Is everything working as expected for now? Is there anything else I can help with?

Thanks, Jon

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