by Fanatical Labs

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#4073 - Syncing issues -- valid email addresses being marked invalid

Closed Bug? created by fareedjreisat 3 years ago

Lately we've been noticing email addresses in our SugarCRM instance marked as invalid, when they are completely valid email addresses. As I have no easy way to see who updates an email address to invalid (I'm not on a version of Sugar that has an audit log for that, unfortunately) I had written it off as human error.

Last night, I noticed an email address was marked invalid erroneously (I saw the customer had been actively communicating with us using that same email address), so I marked it valid. Today, it is invalid again. I figured this has to be SugarChimp doing this, just like with the names (see my support case history).

I navigated to the customer's profile in MailChimp to see if it was showing as Cleaned, and why. It was indeed showing Cleaned, but for seemingly no reason. There was no Bounce activity in MailChimp's history for that profile. I started a chat support session with MailChimp and gave them the customer profile and told him it has been happening with other customers, too. He had to grab someone else for help, and after waiting for a while, he said they were going to have to turn on the API log to see why this is happening, and I would have to reach back out to them as soon as I notice this happen to another contact. He said he also noticed that we are using API 2.0 and need to be using 3.0. I ended the chat.

I navigated to my purchases here on SugarOutfitters to see if there was a newer version of SugarChimp -- I see there is, released a month ago. Is there some way I can be notified of this, especially when not updating to the latest version can lead to potentially painful consequences like this?!? I have disabled the SugarChimp scheduler to prevent any further damage from being done to our CRM data. I will install this new version tonight after close of business.

We have already altered our SugarChimp installation in the past so that it never updates the name fields in Sugar, but now it seems like we have to turn off all MailChimp-to-Sugar updates, since it does not seem to be reliable and is constantly blowing up in my face. This basically boils down the entire SugarChimp integration to a glorified contact-importer for MailChimp. I don't see any reason to renew our license when it expires at the end of the month.

I would really appreciate any insight or help you could offer me in cleaning up this mess. I have no way of knowing how many other valid email addresses this has happened to. Thank you.

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Hi Fareed,

    Thanks for reaching out and I'm sorry for this frustration! We definitely want to figure this out to fix the issue. So that we can figure out what's causing your emails to be marked as cleaned, can you navigate to your Health Status page and change the URL from '/health-status' to '/adminbatches'. Click Show at the left of the page for a few batches to see if any errors appeared within them? If so, can you download those files and email them to us at

    If there aren't any errors, we'd need to hear back from Mailchimp regarding the API logs to get greater insight into the error.

    I checked in with our developer and he says we've been on Mailchimp's 3.0 API for about 2 years, so you shouldn't have anything out of date. You mentioned updating to the latest version, can you confirm you're currently using SugarChimp 8.3.1 (which is the latest version)? You can view your version from the Health Status page.

    Also, I do show that you are subscribed to our updates and it looks like we sent an email on 3/5/19 regarding the newest version. It might be worth checking spam to ensure our updates aren't getting caught there.

    Thanks for your help in troubleshooting!

    Best, Heidi

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Hi Fareed,

    Just wanted to quickly follow up. I saw that you cancelled your subscription. If you decide you want to give it another go and walk through this together, please let me know! I'm happy to schedule a time to chat through the issues you've encountered.

    Best, Heidi

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