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#2593 - Synchronisation Issue
Hi, I have noticed that our target lists in Sugar (created from reports) has not been updated in mailchimp as the number of contacts is different. I have checked the synchronisation health check in Sugar and it seems fine and checked the API key matches in both systems which it does. Can you help what I should do next?
Olivia
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8 years ago
Hey there, I'm happy to look into it with you. Go to Sugar > Admin > SugarChimp Health Status. Towards the bottom you will see a SugarChimp Logger Level. If it is not already, please change it to “Debug”.
Then, at the bottom of that page, queue a resync from Sugar to MailChimp for the List that should be updating in MailChimp. Check a couple things out for me: 1. Does the Health Status show a larger number in the 'pending to MailChimp' column? 2. Did the list update when you queued it manually? This could take 15 minutes or so. Then, could you send me the Sugar Logs. To get the sugar log, go to Sugar > Admin > System Settings and click "View Log" at the bottom. Then click "All" to get all of the log file data. Copy everything that is on that page, then put it into a text file. That will help me get a little more information. You can email the text file to support@sugarchimp.com and I’ll look into it further. Let me know if you have any more questions!
8 years ago
Hi,
I am still having issues with following your advice. I have emailed the log as requested to Support email address.
I look forward to hearing from you.
Olivia
8 years ago
Hello!
For those that might navigate to this support case, I wanted to follow up here with what we've done to help get you up and running. After email correspondence, I was able to log into your system and try the syncing myself. It seems that everything is working as expected, except that the numbers are just off.
This discrepancy can be caused for a number a reasons. We have a document that outlines those: My List Counts Do not Match.