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#4102 - Records that share the same email address being updated to be the same every minutes

Closed Bug? created by FibreCRM Verified Purchase 10 months ago

We have an issue with a customer where every 10 minutes contacts that share an email address are being updated to all be the same record. Have you seen this before?

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    10 months ago

    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

  2. fibrecrm member avatar

    FibreCRM Verified Purchase

    10 months ago

    Hi Heidi, thanks for the reply. So the changes are being made in the CRM and not mail chimp. We are finding changes from within the CRM are affecting all records in the CRM with the same email address. We temporarily disabled the scheduler that connects the CRM with mail chimp and this stopped the issue happening. An example screenshot attached, we blanked the field in the image and 10 minutes later it had been re populated by what was in the same field on the other record which shares the same email address. Capture.PNG

    • fibrecrm member avatar

      FibreCRM Verified Purchase

      9 months ago

      Hi Heidi

      Is there any update on this?

      Thanks

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    9 months ago

    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

  4. fibrecrm member avatar

    FibreCRM Verified Purchase

    9 months ago

    Hi Heidi,

    Thanks for your reply. We have had a look for that setting but are unable to see it, are you able to tell us where it could be? Also it is updating fields that we are not syncing to mail chimp, not just the ones that are being synced. It is updating all fields for the record.

  5. fibrecrm member avatar

    FibreCRM Verified Purchase

    9 months ago

    Hi Heidi

    Is there any update on this? Thanks

  6. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    9 months ago

    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

  7. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    9 months ago

    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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