SugarChimp

by Fanatical Labs

Save Your Team Countless Hours. SugarChimp syncs your lists in both directions so you can work in your preferred app. Segment and group your Mailchimp subscribers based on Sugar data so you can market to the right people at the right time. Compatible with all versions and editions of Sugar and SuiteCRM. Created by Fanatical Labs, 2023 SugarCRM Partner Award Winner.

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#4704 - Sugarchmip has stopped syncing and won't talk to Mailchimp

Closed Bug? created by SuperEd Verified Purchase a year ago

SugarChimp has stopped synchronising our list.

the Status page says that no list is synchronised, and yet the "sync settings" page correctly shows the list that is set to sync, but does not then got to the next step of showing the field mapping.

Trying to "reconnect" Mailchimp works right up to the step where I give permission to "Authorize SugarChimp": https://login.mailchimp.com/oauth2/confirm-authorization?client_id=884508078824&redirect_uri=https%3A%2F%2Fwww.sugaroutfitters.com%2Fmailchimp%2Ffinish&state=0836b61a00a27a9e&uuid=ed4d5c81-f759-1c1b-114a-2d64569c9ee9&response_type=code&multiple=

But clicking the "Allow" button takes me to https://www.sugaroutfitters.com/mailchimp/finish?state=0836b61a00a27a9e&code=5959d27126dad408ebd5c7072c54d37c and a 403 error is reported with the message "Exception: 403 Forbidden

"

My Mailchimp login is ok, so is Sugar and so is our SugarChimp license ...what's going wrong and how can we debug?

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Happy to help. Can you confirm the user you're using to sign into Mailchimp has admin capabilities? Is this the same user you've used in the past? Have any changes been made to server permissions on the Sugar end?

    Let's take a look and see if we have any further details in the logs. Can you follow the steps below and send the logs to us at mailchimp@fanaticallabs.com.

    1. From within Sugar Admin click System Settings
    2. Click View Log at the bottom of the page
    3. Click All at the top of the page
    4. Copy/paste the text that appears into a text file and send it to us via email

    Additionally, can you send along a screenshot of your Health Status page?

    Thanks, Heidi

  2. paulrogan member avatar

    SuperEd Verified Purchase

    a year ago

    I have emailed in all the information and screenshots ... and will need to continue via email because my tech team don't get notices, nor can add updates, to this form. Please confirm you've got my email and all the details

    initial part of email:

    Heidi,

The health status page and the sync settings page screenshots are attached, along with some logs … the most common is
Mon Dec  5 10:45:03 2022 [512641][1][FATAL] SugarChimp:fatal:1670197503: SugarChimp_Scheduler_MailchimpListToSugarCRM->run there are no lists or we hit an error. result: Array
(
    [type] => https://mailchimp.com/developer/marketing/docs/errors/
    [title] => API Key Invalid
    [status] => 401
    [detail] => Your API key may be invalid, or you've attempted to access the wrong datacenter.
    [instance] => d3370cc7-986c-b98c-c390-84cabea664b8
)

I have also attached screenshots from the setup process that result in the 401/403 error from https://www.sugaroutfitters.com/mailchimp/finish?state=0836b61a00a27a9e&code=fcccf1f4064b162c5d3c3e7c8610ebc6 when I try to obtain/set a new key.

Hugh

  3. paulrogan member avatar

    SuperEd Verified Purchase

    a year ago

    Guys, I've replied via email with more details but not heard back. I need to know more about the request from www.sugaroutfitters.com - what endpoint/resource is it requesting on our CRM and what error messages are you seeing in your logs / when the request is made https://www.sugaroutfitters.com/mailchimp/finish?state=0836b61a00a27a9e&code=5959d27126dad408ebd5c7072c54d37c

    This is a major issue -- our synchronisation has now been offline for weeks

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    It was great to check in with you regarding this issue. Just a quick follow-up in case anyone else encounters this issue: it looks like the request was being blocked by a managed AWS firewall rule. We're looking further into why this request may be blocked to see if there's anything we can adjust to prevent this going forward. We'll follow up through our existing email when we have a follow-up.

    Please let us know if you have any further questions in the meantime. 

    Best, Heidi

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