• The buttons don't work

  Support January 16th, 2020 @ 2:08 pm
  

  Wonderful!

  Please let us know if you encounter any further trouble.

  Best,
  Heidi

  View Comment
  
  
• The buttons don't work

  Support January 15th, 2020 @ 8:38 pm
  

  Hi Alek,

  Thanks for sending this along. Can you tell me if the page is fully rendering? It should look something like this: https://d.pr/i/ukDDEu. SuiteCRM requires your permissions to be set so that SugarChimp can update and create files on your server. Have you checked these server permissions? You can find more insight on this for SuiteCRM here: https://docs.suitecrm.com/admin/advanced-configuration-options/

  Can you send along the CRM logs that are appearing for you so I can take a closer look? You can access these by following the steps 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 as a response mailchimp@fanaticallabs.com

  Thanks,
  Heidi

  View Comment
  
  
• Uninstalling sugarchimp - instance not removed

  Support October 25th, 2019 @ 8:42 pm
  

  Hello there,

  This is a follow up to our recent conversation:

  ---

  jonnie00, Oct 17, 11:32 CDT

  Hi Jon,

  Unfortunately I had to re-arrange this meeting. I did email but did not get a response. We are going to have to re-arrange. I will use the same calendar link that you sent before to re-arrange. Please do not publish the meeting link here on the forum. Many thanks,

  ---

  Jon Sheppard, Oct 15, 10:11 CDT

  Hello Jonnie,

  We've got a meeting up if you are available to look at the plug-in now. Here is the link to join: https://global.gotomeeting.com/join/932757797

  We'll wait around a few more minutes before trying to catch you again.

  Thanks,
  Jon

  ---

  Jon Sheppard, Oct 14, 14:46 CDT

  Hello Jonnie,

  This is Jon, lead developer for the SugarChimp integration. I just want to address the issues here as quickly and efficiently as possible for you. We do not regularly have uninstallation issue reported, and are not able to replicate this issue in our own test environments.

  I am available here in a half hour to hop on a call with you and look at your environment to see what the best course of action will be to get remnants of the plug-in removed. If you are unable to meet today, you can schedule a call with me on our calendar first your first availability:

  Schedule a Meeting
  

  I look forward to getting this resolved with you as quickly as possible for you. If you can meet today, I will send over a meeting invitation that will contain a link to join the call.

  Kind Regards,
  Jon

  ---

  jonnie00, Oct 14, 14:20 CDT

  Hi Heidi,

  I appreciate your reply however I am concerned by your response. As you have not made any enquiry about our installation environment or version I am struggling to understand how you could have even attempted to replicate the issue.

  As you will see from my previous message I have carried out all that you have suggested, checked permissions, re-installed and uninstalled the plugin, and the extensive problems still exist.

  When it is uninstalled there are constantly repeated fatal messages, every minute or so in the log file complaining about being unable to validate the licence and saving an opportunity cuases the system to return a 500 error. This is resolved by re-installing the sugarchimp plugin so at the moment I am stuck with it.

  A sugarchip logic hook remains and I have had it confirmed by another suitecrm developer that this is the reason why our opportunity entries are corrupted, with no created date being entered.

  I am deeply concerned by your code and I request that I have some proper support to identify what it is that your code has done to our instance. There is clearly a bug of some sorts that needs identifying and fixing.

  Is there someone at Fanatical Labs that is able to provide me with some support please?

  I look forward to hearing from you.

  Thank you.

  ---

  Heidi Washington, Oct 14, 11:35 CDT

  Thanks for this response. I'm sorry you're having such trouble! We haven't been able to replicate the issues you're having and can confirm uninstallation should work without issue assuming the permissions are set properly during uninstallation.

  Regarding the 500 errors you're getting, can you run a Quick Repair and Rebuild? If running a Quick Repair and Rebuild doesn't work, you can manually remove the files.

  Let me know if you have any further questions.

  Best,
  Heidi

  Find answers on our Help Center. Prefer to chat? Schedule a meeting here. (We are located in the Central Time (US & Canada) timezone. See our current time here.)

  ---

  jonnie00, Oct 12, 07:28 CDT

  Thanks for your message Heidi.

  I have re-installed your plugin and checked all the permissions. Whilst it appears to have removed the sugarchimp service unfortunately it hasn't. Since uninstalling it I am unable to create an opportunity at all. On saving the opportunity I receive a 500 error.

  In the log file there significant fatal errors relating to sugarchimp licencing where it is trying to validate the licence, for a plugin that is supposedly uninstalled. Equally the error log is full of sugarchimp errors.

  I need some urgent support with this please. How do I completely uninstall this plugin?

  ---

  Heidi Washington, Oct 7, 10:45 CDT

  Hi Jonnie,

  Happy to help. It sounds like the uninstallation process might not have worked. When it is fully removed, both the Logic Hooks and the SugarChimp section from the Administration page will be removed. Can you try to install the integration again and then try the uninstallation process again? It might be worth confirming your permissions are set so your CRM can have proper access to what it needs.

  Thanks,
  Heidi

  Find answers on our Help Center. Prefer to chat? Schedule a meeting here. (We are located in the Central Time (US & Canada) timezone. See our current time here.)

  ---

  jonnie00, Oct 7, 03:52 CDT

  We cancelled our subscription and have uninstalled / deleted the module via module loader but the admin screens still remain in the back end administration. Furthermore it has left logic hooks behind which we believe have damaged the database. Opportunities are being created without an entry in the 'Date Created' field.

  How do I safely remove all traces of this plugin? Please help asap.

  Is there is anything else I can help with?

  Kind Regards,
  Jon
  Fanatical Labs Support

  View Comment
  
  
• Uninstalling sugarchimp - instance not removed

  Support October 15th, 2019 @ 2:50 pm
  

  Hello Jonnie,

  We've got a meeting up if you are available to look at the plug-in now. Here is the link to join: https://global.gotomeeting.com/join/932757797

  We'll wait around a few more minutes before trying to catch you again.

  Thanks,
  Jon

  View Comment
  
  
• Uninstalling sugarchimp - instance not removed

  Support October 14th, 2019 @ 7:26 pm
  

  Hello Jonnie,

  This is Jon, lead developer for the SugarChimp integration. I just want to address the issues here as quickly and efficiently as possible for you. We do not regularly have uninstallation issue reported, and are not able to replicate this issue in our own test environments.

  I am available here in a half hour to hop on a call with you and look at your environment to see what the best course of action will be to get remnants of the plug-in removed. If you are unable to meet today, you can schedule a call with me on our calendar first your first availability:

  Schedule a Meeting
  

  I look forward to getting this resolved with you as quickly as possible for you. If you can meet today, I will send over a meeting invitation that will contain a link to join the call.

  Kind Regards,
  Jon

  View Comment
  
  
• Uninstalling sugarchimp - instance not removed

  Support October 14th, 2019 @ 4:15 pm
  

  Thanks for this response. I'm sorry you're having such trouble! We haven't been able to replicate the issues you're having and can confirm uninstallation should work without issue assuming the permissions are set properly during uninstallation.

  Regarding the 500 errors you're getting, can you run a Quick Repair and Rebuild? If running a Quick Repair and Rebuild doesn't work, you can manually remove the files.

  Let me know if you have any further questions.

  Best,
  Heidi

  View Comment
  
  
• Uninstalling sugarchimp - instance not removed

  Support October 11th, 2019 @ 3:44 pm
  

  Hello there,

  This is a follow up to our recent conversation:

  ---

  Heidi Washington, Oct 7, 10:45 CDT

  Hi Jonnie,

  Happy to help. It sounds like the uninstallation process might not have worked. When it is fully removed, both the Logic Hooks and the SugarChimp section from the Administration page will be removed. Can you try to install the integration again and then try the uninstallation process again? It might be worth confirming your permissions are set so your CRM can have proper access to what it needs.

  Thanks,
  Heidi

  Find answers on our Help Center. Prefer to chat? Schedule a meeting here. (We are located in the Central Time (US & Canada) timezone. See our current time here.)

  ---

  jonnie00, Oct 7, 03:52 CDT

  We cancelled our subscription and have uninstalled / deleted the module via module loader but the admin screens still remain in the back end administration. Furthermore it has left logic hooks behind which we believe have damaged the database. Opportunities are being created without an entry in the 'Date Created' field.

  How do I safely remove all traces of this plugin? Please help asap.

  Is there is anything else I can help with?

  Kind Regards,
  Heidi
  Fanatical Labs Support

  View Comment
  
  
• Uninstalling sugarchimp - instance not removed

  Support October 7th, 2019 @ 3:25 pm
  

  Hi Jonnie,

  Happy to help. It sounds like the uninstallation process might not have worked. When it is fully removed, both the Logic Hooks and the SugarChimp section from the Administration page will be removed. Can you try to install the integration again and then try the uninstallation process again? It might be worth confirming your permissions are set so your CRM can have proper access to what it needs.

  Thanks,
  Heidi

  View Comment
  
  
• Workflow sending via Mailchimp

  Support June 24th, 2019 @ 6:38 pm
  

  Thanks for reaching out! It looks like you also sent an email to us with this question, so I've followed up through that email for clarification.

  Let me know if that email doesn't arrive.

  Thanks,
  Heidi

  View Comment
  
  
• SugarChimp stop synching.

  Support June 11th, 2019 @ 1:14 pm
  

  Hello Mark,

  I just wanted to follow up with the case here and let you know that Bradley cancelled our call for Monday because all the numbers were spot on between SuiteCRM and Mailchimp. As a quick recap, here is what all we've found:
  1. It started because of a bug in SugarChimp that caused too many records to be queued to sync to Mailchimp so that your scheduler could not catch up.
  2. PHP memory limit was being hit on some calls in Suite that caused the scheduler to quit unexpectedly
  3. Dropdown key/values were changed without updating the filters on the sync, so that the auto-syncing no longer worked.
  4. A database restore caused some weird issues on the config table that Bradley has since cleaned up.

  I appreciate your patience as we worked through the various issues, but I do believe the integration is back up to full capacity. Is there anything I can do for you at this time?

  Kind Regards,
  Jon

  View Comment
  
  
• List sync don't work

  Support June 9th, 2019 @ 9:43 pm
  

  Hello there,

  This is a follow up to our recent conversation:

  ---

  Heidi Washington, Jun 5, 16:15 CDT

  Happy to help! To clarify, are you having trouble syncing from Sugar to Mailchimp or from Mailchimp to Sugar? Additionally, can you send a screenshot of the Health Status page so I can take a closer look? You can send it to mailchimp@fanaticallabs.com.

  Thanks!
  Heidi

  Find answers on our Help Center. Prefer to chat? Schedule a meeting here. (We are located in the Central Time (US & Canada) timezone. See our current time here.)

  ---

  caiocarvalho, Jun 5, 15:38 CDT

  Hello,

  What's up?

  I've tried to sync a list of contacts using SuiteCRM, but this don't work in my environment. there are 10 hours this is running, can you help?

  Is there is anything else I can help with?

  Kind Regards,
  Heidi
  Fanatical Labs Support

  View Comment
  
  
• SugarChimp stop synching.

  Support June 6th, 2019 @ 6:52 pm
  

  Hello again,

  I just heard back from Bradley that the queue is complete but there are still unsubscribes. Can you go to Admin > Health Status (in the SugarChimp section). Scroll down to the bottom of that page, and queue a resync from Sugar to Mailchimp for the list that is showing unsubscribes. That should push those records to be resubscribed in Mailchimp for us. I would expect it to process in a half hour or less with the 20k records on the list.

  If there are still phantom unsubscribes, then we will need to go to get on a call to see what is going on. Let me know how it goes.

  Thanks,
  Jon

  View Comment
  
  
• SugarChimp stop synching.

  Support June 6th, 2019 @ 6:48 pm
  

  Hello Mark,

  You can quickly queue a resync from SuiteCRM to Mailchimp that should push all good records that are already on the Target List to be resubscribed in Mailchimp.

  However, we need to get them added back to the related Target List with good email addresses in SuiteCRM first. In adding them to the Target List, it will queue them to be resubscribed in Mailchimp. I suspect that many of those unsubscribed records will get re-added by the currently processing queue. Do we know how many records are left in the smartlist queue right now? Bradley should be able to tell us.

  Kind Regards,
  Jon

  View Comment
  
  
• SugarChimp stop synching.

  Support June 6th, 2019 @ 4:02 pm
  

  Thanks for the kind words, Mark.

  We want to make sure you guys are working and happy with the product. I've reached out to Bradley this morning to see how the syncing looks. I'm going to leave this case open until that queue has completely processed and your Mailchimp lists should match your expectations.

  Kind Regards,
  Jon

  View Comment
  
  
• List sync don't work

  Support June 5th, 2019 @ 8:57 pm
  

  Happy to help! To clarify, are you having trouble syncing from Sugar to Mailchimp or from Mailchimp to Sugar? Additionally, can you send a screenshot of the Health Status page so I can take a closer look? You can send it to mailchimp@fanaticallabs.com.

  Thanks!
  Heidi

  View Comment
  
  
• SugarChimp stop synching.

  Support June 5th, 2019 @ 7:00 pm
  

  Hello Mark,

  I just wanted to follow up here that our afternoon call with Bradley has been cancelled as everything seems to be moving as expected for the time being. If anything comes up as the queue is clearing out be sure to let us know and we'll be happy to dig back in.

  Kind Regards,
  Jon

  View Comment
  
  
• SugarChimp stop synching.

  Support June 5th, 2019 @ 2:25 pm
  

  Hello Mark,

  The issue has been escalated to me as soon as we saw server/database issues. We identified and resolved an issue with Bradley on a call that we believe resolved the syncing issues. However, because of the down time in the sync, we needed to push your entire Contact database through the system to identify those that need to be on certain Mailchimp lists. Over the weekend, there was a database restore performed by your team which replicated all their SuiteCRM config items multiple times causing unknown issues. Once those were cleared yesterday, we needed to set your Contact database to be checked. On the call, that was moving as expected again.

  Bradley has sent over some new logs this morning that appear to show the scheduler job is not running as expected again. I am working with Bradley now to see if we can identify the root cause of this issue. I know we found some memory allocation errors in the php logs yesterday, but they did not seem to line up with the errors that caused syncing issues over the weekend. Whatever it is, know that we are working diligently to get you guys back up and running. We've got another call scheduled with Bradley in a few hours. We will be sure to update this case with whatever comes from that conversation.

  Let me know if I can help with anything else in the mean time.

  Kind Regards,
  Jon

  View Comment
  
  
• Undefined index: SugarOutfitters_lic_SugarChimp

  Support March 24th, 2019 @ 4:45 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,
  Jon
  Fanatical Labs Support

  View Comment
  
  
• Undefined index: SugarOutfitters_lic_SugarChimp

  Support March 20th, 2019 @ 3:48 pm
  

  Hello Stephen,

  We appreciate your detailed feedback on the PHP Notice and are taking steps to get this patched. We will be sure to reach out directly when the patch is complete and you can download the new version. Is there anything else we can help you with at this time?

  Thanks again for taking the time to let us know what you found.

  Kind Regards,
  Jon

  View Comment
  
  
• Undefined index: SugarOutfitters_lic_SugarChimp

  Support March 19th, 2019 @ 3:21 am
  

  Hi Stephen,

  Thanks for sending this along. We're taking a closer look and will follow up again shortly!

  Best,
  Heidi

  View Comment
  
  

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