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#1600 - SugarChimp stop synching.

Closed Bug? created by Grace Christian University 4 years ago

We are not able to synch to MailChimp. The request stay in the queue but we do not see the synch completed.

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Hi! I'm happy to help. I'd like to take a closer look. Can you follow the steps below and send back the information that appears so I can troubleshoot further?

    1. Check your Health Status page and send a screenshot of all that appears. You can find this by navigating to Admin within your CRM and clicking Health Status under the SugarChimp section. The Health Status page indicates the last time the scheduler ran as well as how often you should be seeing updates in MailChimp. Scroll to the bottom of the page to view the lists that should be syncing.
    2. Check your Schedulers page and send a screenshot of all that that appears. You can find this by navigating to Admin within your CRM and clicking on Schedulers under the System section. Your scheduler should be active and running every 5 minutes. The log screenshot will help me determine if your scheduler is running as expected.
    3. Send your logs. To do this navigate to Admin and click System Settings. You can then click View Log at the bottom and click All at the top to view all of the log data. Copy everything on this page and paste into a text file. You can then email that to us directly at support@mailchimp.com.

    Thanks for your help in troubleshooting! Please let me know if you have any trouble with the steps above.

    Best, Heidi

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Hello there,

    This is a follow up to our recent conversation:


    Heidi Washington, Nov 28, 11:59 -05

    Hi! I'm happy to help. I'd like to take a closer look. Can you follow the steps below and send back the information that appears so I can troubleshoot further?

    1. Check your Health Status page and send a screenshot of all that appears. You can find this by navigating to Admin within your CRM and clicking Health Status under the SugarChimp section. The Health Status page indicates the last time the scheduler ran as well as how often you should be seeing updates in MailChimp. Scroll to the bottom of the page to view the lists that should be syncing.
    2. Check your Schedulers page and send a screenshot of all that that appears. You can find this by navigating to Admin within your CRM and clicking on Schedulers under the System section. Your scheduler should be active and running every 5 minutes. The log screenshot will help me determine if your scheduler is running as expected.
    3. Send your logs. To do this navigate to Admin and click System Settings. You can then click View Log at the bottom and click All at the top to view all of the log data. Copy everything on this page and paste into a text file. You can then email that to us directly at support@mailchimp.com.

    Thanks for your help in troubleshooting! Please let me know if you have any trouble with the steps above.

    Best, Heidi


    Grace Christian University, Nov 28, 00:30 -05

    We are not able to synch to MailChimp. The request stay in the queue but we do not see the synch completed.

    Is there is anything else I can help with?

    Kind Regards, Heidi Fanatical Labs Support

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Wanted to follow up here. I'm closing this particular ticket for now as we're following up directly to email.

    Best, Heidi

  4. mlove member avatar

    Heidi, we are still experiencing synch issues for the last 2 weeks. I request our issue is escalated.

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    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

  6. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    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

    • mlove member avatar

      Yes thank you very much for the recommended performance tuning tips. We love this quality add-on and the support.

  7. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    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

    • mlove member avatar

      I have one more question on this issue. Thousands of contacts were accidentally unsubscribed in MailChimp via SugarChimp API while they were not flagged as opted Out in CRM. Is there as a way to resubscribe such a large volume other than manually in MailChimp?

  8. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    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

  9. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    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

  10. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    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

  11. fanatical_heidi member avatar

    fanatical_heidi Provider

    2 years ago

    Just quickly following up here. This issue was resolved, but the case remained opened. I'm closing this ticket but feel free to reach back out if any other issues arise.

    Best, Heidi

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