• License key is invalid

  Support February 17th, 2022 @ 6:06 pm
  

  Thanks again for reporting this. Our team has resolved this issue so that your license key can successfully be validated. Can you quickly re-validate your license using the steps below?

  1. From within your CRM, navigate to the Admin page
  2. Click on Setup under the SugarChimp section
  3. Click on the License Key step, confirm your license is correct, and click Validate

  Please let me know if you have any trouble with this process.

  Best, Heidi

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• License key is invalid

  Support February 17th, 2022 @ 1:27 pm
  

  Thanks for reporting this. I'm able to replicate the error on my end and am checking in with our team. I'll follow up again shortly.

  Best, Heidi

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• Records that share the same email address being updated to be the same every minutes

  Support February 16th, 2022 @ 7:15 pm
  

  I just wanted to quickly follow up here since we resolved the issue through email. For others who may read this, it looks like this issue was being caused by having 'via the API' selected in the webhooks on Mailchimp. We deselected 'via the API' and the issue resolved. It's worth noting that 'via the API' is usually turned off by default and only needs to be selected if there are other integrations with Mailchimp whose data needs to make it to the CRM.

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• Records that share the same email address being updated to be the same every minutes

  Support February 7th, 2022 @ 3:24 pm
  

  My apologies- this should be within the config.php file of your CRM. Do you have access to this file or the database to run a query to obtain it?

  If it's updating fields that aren't syncing to Mailchimp via Field Mapping, I would question that there's another process in play. (Since SugarChimp will only update fields you're syncing via Field Mapping.) It might be worth also checking any other workflows or logic hooks that are set up.

  Can you tell me the other fields it is updating and send along a screenshot of the Field Mapping page? If we can consistently replicate the problem, we can also turn the scheduler back on and grab some debug logs to see more detail. The steps for this are below:

  1. From within Admin, navigate to the Health Status page and re-activate the scheduler.
  2. Return to the Health Status page, scroll down the page and using the SugarChimp Logger Level drop-down, select Debug
  3. Make a change to a record that is experiencing the issue mentioned about
  4. Wait until other fields and records are updated.
  5. Send over the logs. You can get these by following the steps below:

  • From Sugar Admin, click System Settings
  • Click View Log at the bottom of the page
  • Click All at the top of the page
  • Copy/paste the text that appears into a .txt file to send it to mailchimp@fanaticallabs.com.

  You'll then return to the Health Status page to put the logger level back to Normal. it might be helpful to just hop on a call to take a closer look together, so feel free to schedule a time that works for you using the link below:

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

  Thanks, Heidi

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• Records that share the same email address being updated to be the same every minutes

  Support February 3rd, 2022 @ 2:51 pm
  

  Thanks for this screenshot. It sounds like when a record is changed in the CRM, that information is being sent to Mailchimp. Mailchimp then updates the information back to the CRM for all matching records. By default, we turn off updates for duplicate email addresses but I'm curious if your setting is on. Can you tell me what the setting currently is for the following config: update_multi_from_mc

  Can you tell me if you rely on profile updates from Mailchimp? We could turn off the setting that sends profile updates, like names and fields, to your CRM while still keeping unsubscribes on.

  Thanks, Heidi

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• Records that share the same email address being updated to be the same every minutes

  Support February 1st, 2022 @ 8:02 pm
  

  Happy to help. Can you tell me more about the behavior you see leading up to the changes? For example, we would expect that when a change is made to a record in Mailchimp that all records that share the same email would be updated in Sugar. Any additional insight you have about the kinds of changes that are being made will be helpful in troubleshooting the issue. If you have screenshots you'd like to include, feel free to send those along to us at mailchimp@fanaticallabs.com.

  Thanks, Heidi

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• mailchimp bounces automatically update SuiteCRM record email as 'Invalid'?

  Support October 4th, 2021 @ 1:49 pm
  

  Great question. Yes, when a record within Mailchimp bounces and is marked Cleaned that will cause the record to be marked as Invalid within SuiteCRM.

  Please let me know if you have any further questions!

  Best, Heidi

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• Health Status Tab - two notices

  Support August 2nd, 2021 @ 6:28 pm
  

  Hi Vladimir,

  I just wanted to check in with you to let you know these errors are resolved in our latest version, which can be installed using the steps below:

  https://fanaticallabs.zendesk.com/hc/en-us/articles/360004608392-Update-to-the-Latest-Version-of-SugarChimp

  Please let me know if you have any trouble!

  Best, Heidi

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• 5000+ target list syncing to MC with out 38 making it across to Mail chimp

  Support April 27th, 2021 @ 1:19 am
  

  Just following up on this ticket to indicate we've connected by email and via Zoom. Please let me know if you have further questions.

  Best, Heidi

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• 5000+ target list syncing to MC with out 38 making it across to Mail chimp

  Support April 22nd, 2021 @ 3:16 pm
  

  Happy to help. To confirm, it sounds like there are 5000+ records on the Target List but only a few on making it to the Mailchimp audience. Can you tell me if you are also syncing fields (that you have set up through the Field Mapping page)?

  So I can get further insight, can you take a screenshot of your Health Status page and send it to mailchimp@fanaticallabs.com? You can access this by navigating to the Health Status page within the SugarChimp section of your 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

  Thanks for your help in troubleshooting.

  Best, Heidi

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• Field Mapping - basic version

  Support February 4th, 2021 @ 4:49 pm
  

  To confirm, are you looking to sync account-related data for a contact or are you looking to sync emails at the account-level directly? More information on both these options can be found here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360047962352

  Let me know if you have other questions on this.

  Best, Heidi

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• empty relationships/sugarchimpactivity_MetaData.php causes Notices

  Support February 2nd, 2021 @ 7:04 pm
  

  Hi Vladimir,

  Thanks for passing that along. I've sent this insight to our developer who will attempt to replicate it on our end and work to resolve it in a future release. Once resolved, I'll follow up again and let you know.

  Thanks! Heidi

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• Field Mapping - basic version

  Support February 1st, 2021 @ 5:04 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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• Sync Tab - error

  Support January 31st, 2021 @ 8:05 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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• empty relationships/sugarchimpactivity_MetaData.php causes Notices

  Support January 28th, 2021 @ 7:47 pm
  

  Hi Vladimir,

  Thanks for this response. This is a legacy file that's required for those who had a prior version of SugarChimp installed, so unfortunately we don't have the option of removing it. This issue should only occur when you install or update to a later version of SugarChimp, though it sounds like you are comfortable deleting that file and repairing.

  I would love to pass some more insight on to our developer on this. Can you tell me more about how this file is affecting the cache or if you experienced any other symptoms of problematic behavior regarding this file?

  Thanks, Heidi

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• Field Mapping - basic version

  Support January 28th, 2021 @ 4:41 pm
  

  Thanks for sending this context along.

  1. In Suite, this should be within Workflows. More information can be found here: https://docs.suitecrm.com/user/advanced-modules/workflow-calculated-fields/. Additionally, rather than creating a date merge tag, you can create a text merge tag and that should allow the date to sync from Suite to Mailchimp.

  2. We would expect that an update to the email in Suite would result in an update within Mailchimp. Let's look to see if there are any errors. To do this, can you follow the steps below:

  - Make an email change within Suite and wait for the scheduler to run. - From within Suite, navigate to the Admin page - Navigate to Health Status, under the SugarChimp section - In the URL, change "=health_status" to "=adminbatches" and press enter - Along the left hand side, click "Show" and see if any errors appear. (Specifically look around the timeframe where you changed an email address.) If they do, download the link and send them along to mailchimp@fanaticallabs.com

  We may also need to grab some logs where SugarChimp is in debug mode, but we can start here. If you want to schedule a meeting to walk through this together, feel free to schedule a time below:

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

  Thanks! Heidi

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• Health Status Tab - two notices

  Support January 27th, 2021 @ 8:22 pm
  

  Hi Vladimir,

  Thanks for sending these along. Our developer is taking a closer look at the notices mentioned below. I will follow up again once I have more information.

  Please let me know if you have any questions in the meantime.

  Best, Heidi

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• empty relationships/sugarchimpactivity_MetaData.php causes Notices

  Support January 27th, 2021 @ 8:20 pm
  

  Hi Vladimir,

  Thanks for reaching out. This file is intentionally empty so you can disregard these notices.

  Thanks, Heidi

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• Sync Tab - error

  Support January 27th, 2021 @ 7:21 pm
  

  Hi Vladimir,

  Happy to help. To confirm, it sounds like you are attempting to navigate to the Sync Settings tab, is that correct? Can you tell me if you are navigating there directly from the Admin page or from another SugarChimp page? Can you try accessing it from the Admin page instead and see if you get the same error? Steps for this are below:

  1. From within your CRM, navigate to the Admin page
  2. Scroll to the bottom of the page
  3. Click Sync Settings, as shown here: https://d.pr/i/pO8GOn

  Thanks for your help in troubleshooting.

  Best, Heidi

  View Comment
  
  
• Field Mapping - basic version

  Support January 24th, 2021 @ 11:04 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

  View Comment
  
  

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