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#2286 - Uninstalling sugarchimp - instance not removed
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.
stephen
4 years ago
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
4 years ago
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
4 years ago
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?
4 years ago
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
4 years ago
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.
4 years ago
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
4 years ago
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
4 years ago
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,
4 years ago
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
4 years ago
Please can you say what actions were taken?
I am having the same issue. We cancelled our subscription and now this is producing fatal errors that show in the logs and is affecting other services (we cannot save adv_reports now).
I am really unhappy that you have coded such offensive errors into your module, these should never ever result in fatal errors or affect other services because we have chosen not to use your services any more.
4 years ago
@Jon2 - If it is helpful, this issue occurred on both our production server and development server so we know it is not a result of 'a failure to uninstall correctly'. In the end I had to get a SuiteCRM expert to solve it, and remove all of the 'hangover' code left behind. They confirmed that the issues reside with the plugin and there are coding errors. Noting that it brought our entire site down, I would suggest quite substantial ones.
The fact that you are experiencing the same issue would confirm this, but whatever steps you take I would back up several times. We would not recommend this plugin after these issues.
@Fantatical Labs - you need to correct and re-issue this plugin
4 years ago
Hi there! Thanks for reaching out; we're happy to help. Sadly it doesn't appear as though Jonnie was able to meet with us and we weren't able to replicate the issue on any of our instances. We're happy to help troubleshoot and resolve this issue. Can you reach out to mailchimp@fanaticallabs.com with the license key you were using so I can take a closer look at your instance? Additionally, I think it might be most helpful to hop on a call with our developer to troubleshoot. Can you find a time that's convenient for you using this link:
https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting
Jonnie, our developer is eager to resolve any issues your SuiteCRM expert found. If they have data that would point to the integration, feel free to send that information to us at mailchimp@fanaticallabs.com.
Thanks, Heidi
4 years ago
Thanks for responding quickly. Error message:
I have found a temporary fix, it goes away if I update our suitecrm database config table, SugarOutfitters : SugarChimp : value from a saved copy of the database. This fools the system to thinking that sugarchimp is still licensed. This will last until it next checks (and I think it does this weekly).
4 years ago
I just wanted to quick
4 years ago
I just wanted to quickly follow up here since we hadn't heard back from email. If you need anything further, please feel free to reach out to us at mailchimp@fanaticallabs.com at any time.
Best, Heidi
4 years ago
I have not applied any code changes. But, for 3 weeks it has been okay, until I did a Sugarchimp health check. Then it went into a spin and I needed to restart web services to bring suitecrm back. The above problem re-emerged and I needed to apply my fix (for which I have a saved mysql query) to fix it.
4 years ago
Thanks for the update. As we chatted about, you do also have the option to uninstall the integration (which is our recommendation) and that should prevent the issue.
But please let us know if you have any trouble uninstalling when you're ready to do that.
Best, Heidi
4 years ago
Hi there! Thanks for reaching out; we're happy to help. Sadly it doesn't appear as though Jonnie was able to meet with us and we weren't able to replicate the issue on any of our instances. We're happy to help troubleshoot and resolve this issue. Can you reach out to mailchimp@fanaticallabs.com with the license key you were using so I can take a closer look at your instance? Additionally, I think it might be most helpful to hop on a call with our developer to troubleshoot. Can you find a time that's convenient for you using this link:
https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting
Jonnie, our developer is eager to resolve any issues your SuiteCRM expert found. If they have data that would point to the integration, feel free to send that information to us at mailchimp@fanaticallabs.com.
Thanks, Heidi