SugarChimp

Hello there,

I'm sorry for the trouble. It seems that there is an error in your scheduler run causing nothing to get processed. The queue'd lists are probably old lists that were syncing and never got removed. They should not hurt anything, but we can get those numbers cleared out so we know what is going on a little clearer. It would probably be easiest to jump on a call and figure out what is going on. Can you schedule a time with us to look at it together here: https://calendly.com/fanaticallabs/sugarchimp-support

I look forward to helping you get those activities synced correctly soon.

Kind Regards, Jon

Hi,

We did the online session on Monday 25th. There were still issues at the end and I sent some more info over. I chased again by email to support@sugarchimp.com on Thursday 28th but no reply. What is happening with this?

Thank you

Sean Hill

Hello Sean,

I apologize for the delayed response. I'll look into why you did not get a response on Thursday, as that is certainly not expected. I will get back to you with some answers today.

Thanks! Jon

Hello Sean,

First off, I am very sorry that you did not get a response sooner than you did. I've looked into the issue we're having and it is something within SugarCRM internally that is causing our scheduler to fail. My initial thought is that it could be that the User with id=1 is not set as active. If this is the case, then we should be getting some errors on the job_queue table that will confirm the problem. Either way, we will need to get Sugar's support involved to see if they can help us track down the solution. Can you please reach out to them with this information:

We have a custom scheduler job, 'SugarChimp', which is failing during the cron run. The only error we get in the logs is this: 'The given security subject is not active'. There is more detailed logs for that error in the info logs. Would it be possible to turn logging to info so that we can see what is causing the error? Could you also explain what that error means in general so we have more context on what in the integration could cause the error to occur.

Hopefully with this they can get us a solution quickly.

Thanks, Jon

Jon,

Sugar replied with this:

Case Number: 318520 Case Name: Turn logging to info Subject: Case update Note: Hello James,

Thank you for contacting SugarCRM Support.

When did you first notice these errors with the Sugar Chimp integration? Could you please check if you are running the latest version of the integration? There have been some issues reported about the compatibility between SugarChimp and Sugar 8 which have been addressed in the latest release: https://www.sugaroutfitters.com/support/SugarChimp/3670

I have checked the sugarcrm.log file on the live instance and I can see the following errors just before the SugarChimp fatal errors:

[FATAL] workflow attempting to send alert to inactive user M*** A***** [FATAL] PHPMailerProxy encountered an error: You must provide at least one recipient email address.

I am not sure if the issue is related but could you please check the workflows created for the SugarChimp integration and update them with a valid user account?

Please note that it is not recommended to change the level of logging for the production instance as it can impact the performance. We can, however, create a clone instance and change the logging level there so that you can use to further troubleshoot the issue.

I am looking forward to your updates.

Kind Regards, Simona Cretu SugarCRM Support

We are running the latest release so that's not it. The user they mentioned has left the company and their account has been disabled but I'm not aware of anywhere in the config that we flag that or any other user. I can now see mailchimp activities coming through up to the 25th of June but no clickthrough tasks. Our clickthrough tasks from Dec 17 (the last time any were created) are all assigned to Administrator anyway.

Ermm.....? Over to you :-)

Sean

Hello Sean,

Well, we might have to go the clone route. This error only happens in 1 spot in Sugar code, so I was hoping they would know how Sugar could get there. Are you still seeing that error regularly? If we can replicate the problem, then I would like to have them create a clone instance for us to look at, set the logging to info, and figure out why the error is happening.

The clone instance would also help us to get a better view of what is happening with these activities. I'm not sure if they are completely stuck, or just very far behind. We will get to the bottom of this.

Thanks, Jon

Jon,

We now have a clone instance. Perhaps we can set a time to do a remote session to investigate?

Thanks

Sean

Jon,

Any progress with this one. We now have the logging you requested. Can we book another session to look into it?

Thanks

Sean

Hello Sean,

We can definitely get on a call to figure out what's going on. Set us up a time to look at your clone instance together and we will figure out what's going on. You can schedule the call here: https://calendly.com/fanaticallabs/sugarchimp-support

I look forward to talking to you soon.

Thanks, Jon

Noticed this older ticket was still open, so I'm closing it out since it seems resolved. Please let us know if you need any further help with SugarChimp at mailchimp@fanaticallabs.com.