• The SuiteCRM not loading after a hung install of SugarChimp

  Support September 4th, 2020 @ 11:10 pm
  

  Hi Hai,

  Sure thing. I just emailed you the link to download this file Dropbox but it can also be found on your account within the SuiteCRM Store.

  Let me know if you have any trouble finding the file.

  Best,
  Heidi

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• The SuiteCRM not loading after a hung install of SugarChimp

  Support September 4th, 2020 @ 7:53 pm
  

  I'm so sorry for the frustration. Because this is a server issue, we can provide the resources linked above, but we are not able to complete the tasks on your behalf. To confirm, did you receive the follow-up email I provided yesterday with the following steps? Just in case, I wanted to provide the steps suggested by our team below:

  1. Unzip SugarChimp-9.1.3-for-SuiteCRM.zip onto your server.
  2. Copy everything in the /copy directory from that zip to your root CRM directory (At this point, you should be able to log in)
  3. Uninstall SugarChimp using the Module Installer
  4. Fix the permissions issue as noted and try the installation process again

  I understand your concerns about running the script, so I recommend just walking through steps 1 and 2 so you can restore access to your CRM. You can then check in with your shared host to see what options you have to resolve the permissions issue before trying to re-install.

  Best,
  Heidi

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• The SuiteCRM not loading after a hung install of SugarChimp

  Support September 4th, 2020 @ 1:06 pm
  

  Just wanted to quickly follow up on this case since we communicated through email. It looks like this was a result of permissions issues. More information on permissions can be found here: https://docs.suitecrm.com/admin/installation-guide/downloading-installing/

  A permissions script you can customize based on your own server configurations can be found here: https://medium.com/shanes-tech-tips/sugarcrm-permissions-script-6b7031eb0eef

  Please let me know if you have any further trouble!

  Best,
  Heidi

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• The SuiteCRM not loading after a hung install of SugarChimp

  Support September 2nd, 2020 @ 3:06 pm
  

  Hi Hai,

  Thanks for reaching out. I'm sorry you encountered trouble installing SugarChimp. Can you tell me if you're getting any errors in your SuiteCRM logs? Additionally, can you tell me what errors appear in the console? I'm including instructions for accessing the console below:

  1. Navigate to your CRM login page
  2. Right-click anywhere on the page and select Inspect
  3. Click Console and refresh the page
  4. Take a screenshot of what appears

  Feel free to send the screenshot and logs to mailchimp@fanaticallabs.com if there is any sensitive information you'd like to keep private.

  Thanks for your help in troubleshooting.

  Best,
  Heidi

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• Trouble syncing from mailchimp

  Support July 27th, 2020 @ 8:04 pm
  

  Hello there,

  We haven't heard from you regarding the issue in a few days. Is there anything we can help with?

  Let me know how I can help.

  Thanks,
  Heidi
  Fanatical Labs Support

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• Trouble syncing from mailchimp

  Support July 23rd, 2020 @ 7:46 pm
  

  Thanks for sending that along. Looking at the screenshot, it looks like 'unknown' is displayed as the SugarChimp version. If installed fully, this should display the version number you're using. Typically when installations fail (which would explain why the webhook wasn't added automatically as well) it's a result of permissions issues. Can you review required permissions at the link below and let me know if that resolves the issue?

  https://fanaticallabs.zendesk.com/hc/en-us/articles/360016251832

  Thanks,
  Heidi

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• Trouble syncing from mailchimp

  Support July 22nd, 2020 @ 4:29 pm
  

  Thanks for reaching out. When things are working properly, the webhook should be set up automatically. Can you tell me if you manually added a webhook to Mailchimp or did the integration do that for you?

  It sounds like the webhooks aren't able to reach your SuiteCRM instance. Can you tell me if you're behind a firewall or using a VPN?

  So that I can take a closer look, can you send a screenshot of your Health Status page to mailchimp@fanaticallabs.com along with the license key you're using?

  Thanks!
  Heidi

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• Synchronize a list with many contacts

  Support July 18th, 2020 @ 6:00 pm
  

  Hello there,

  We haven't heard from you regarding the issue in a few days. Is there anything we can help with?

  Let me know how I can help.

  Thanks,
  Heidi
  Fanatical Labs Support

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• Synchronize a list with many contacts

  Support July 14th, 2020 @ 5:10 pm
  

  Thanks for sending that along. It sounds like it's getting to 100% but then not re-directing, is that correct? Can you tell me if you see a SugarChimp section if you manually navigate to your admin page? This should appear at the bottom of the page, as shown here: https://d.pr/i/Ma7zVa

  We're happy to hop on a call to chat further, if needed. Feel free to schedule some time using the link below:

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

  Thanks,
  Heidi

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• Synchronize a list with many contacts

  Support July 13th, 2020 @ 4:05 pm
  

  Hello there,

  We haven't heard from you regarding the issue in a few days. Is there anything we can help with?

  Let me know how I can help.

  Thanks,
  Heidi
  Fanatical Labs Support

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• Synchronize a list with many contacts

  Support July 9th, 2020 @ 3:40 pm
  

  Thanks for sending that along. Based on the screenshots you sent, it looks like the integration is not fully installed. (You can see it is missing a SugarChimp integration version and the schedulers are missing.) The most common reason for this failed installation is due to permissions issues. You can read more here:

  https://fanaticallabs.zendesk.com/hc/en-us/articles/360016251832-Common-SugarChimp-Installation-Issues

  Once the permissions issues are addressed, you should be able to re-install the integration and the Health Status page should display active schedulers and a SugarChimp version.

  If that still does not resolve the issue, it might make sense to hop on a call to walk through the issue together. Feel free to schedule one using this link:

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

  Please let me know how things go and if this resolves the issue.

  Best,
  Heidi

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• Synchronize a list with many contacts

  Support July 6th, 2020 @ 5:10 pm
  

  Happy to help. There could be a variety of issues. To start, can you take a screenshot of your Health Status page? You can access this by navigating to the Health Status page within the SugarChimp section of your CRM Admin page. Additionally, can you send a copy of your Sugar logs as well? Steps for this are below:

  1. From within Sugar Admin click System Settings
  2. Click View Log at the bottom of the page
  3. Click All at the top of the page
  4. Copy/paste the text that appears into a text file and send it along to mailchimp@fanaticallabs.com.com

  Thanks for your help in troubleshooting.

  Best,
  Heidi

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• problem with list sync

  Support July 2nd, 2020 @ 2:15 pm
  

  Thanks for this response. If you have a lot of Target Lists (such as 100+) you may need to rename the Target List to begin with a number or the letter 'a' so that it appears at the top of the drop-down. The Target List drop-down allows for the first 100 lists to appear and be searched. However, if that doesn't resolve the issue, it might make sense to hop on a call to walk through this issue together. Can you find some time to troubleshoot further using the link below?

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

  Thanks,
  Heidi

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• problem with list sync

  Support July 1st, 2020 @ 4:49 pm
  

  Thanks for this clarification. To confirm, is it the Target List that isn't appearing or the Mailchimp Audience that doesn't appear? (A screenshot of this is found here: https://d.pr/i/pIBDHc) Additionally, can you tell me about how many Target Lists (within SuiteCRM) you have? If the Mailchimp Audience isn't appearing, it's possible you're not connected to Mailchimp while if the Target List isn't appearing, there may be another issue to consider.

  Thanks for your help in troubleshooting.

  Best,
  Heidi

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• problem with list sync

  Support June 30th, 2020 @ 2:47 pm
  

  Happy to help. To clarify, are you working in a Target List or within Sync Settings? If you are setting up a new target list, or modifying an existing list's settings, you can do so within the Sync Settings page. The steps for this are below:

  1. From within your CRM, navigate to the admin page
  2. Scroll to the bottom of the page and click Sync Settings
  3. Select the Target List you'd like to sync or update

  More details about this process can be found here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360020771271-Sync-a-Target-List

  If this doesn't resolve the issue, can you send along a screenshot of what you're encountering so I can take a closer look?

  Thanks,
  Heidi

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• Globaloptout changing from value 2 to value 1

  Support June 12th, 2020 @ 3:42 pm
  

  Thanks for clarifying. Mailchimp uses webhooks to send unsubscribes to the CRM. Since those are sent just once, updating this config to 1 at this point would leave prior unsubscribes the way they are and only affect future unsubscribes.

  Let me know if you have any further questions!

  Best,
  Heidi

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• Globaloptout changing from value 2 to value 1

  Support June 12th, 2020 @ 4:10 am
  

  Happy to help. You are correct. When globaloptout is set to 1 then an unsubscribed record will be removed from all synced target lists and marked as "opted out" in the CRM. This is the default behavior so when a record unsubscribes they aren't accidentally included in other mailings if they shouldn't be.

  You can see more about this config here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021151672

  Please let me know if you have any other questions!

  Best,
  Heidi

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• MailChimp Email History in the CRM

  Support June 11th, 2020 @ 8:20 pm
  

  Happy to help. While Mailchimp activity isn't available within the History module, the SugarChimp integration will display Mailchimp campaigns within the connector at the contact level. Within this connector, you can see when an email is sent as well as opens and clicks a subscriber has. More information on adding this can be found here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021367691-SuiteCRM-and-Sugar-6-Setting-up-Mailchimp-Activity-Connector

  If you have any other questions or want to learn more about what the integration can do, please let me know!

  Best,
  Heidi

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