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emileeek
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July 28, 2022 at 10:43 pm
Hey Tony,
Please view the previous discussion we had about the mailchimp issue I was experiencing. You said to contact you when the issue occured, after about a month now, the issue has happened again. See your prev comment below:
Is now not as clear cut 🙂
Is it ‘just’ the key that gets removed or does the MailChimp Mailchimp setting completely revert to default? If unsure, check say the ‘Skip double opt-in emails’ checkbox for now and when the key vanishes again see if that option also reverts (if it does it likely means the Mailchimp config is being dropped from the database somehow).
Is there a pattern to when this is happening? For example, does the key disappear after a set amount of time and if so, do you have any security plugins running around those dates?
It’s also possible your host is doing some kind of scan on the database and doesn’t like the API key (I don’t know why they wouldn’t but the above isn’t something I can reproduce so I’m trying to think of possible causes for this).
If its completely random, does anyone else have access to the EE settings? Again, I’m not pointing the finger at anyone else, but if so, it’s worth checking they have the correct permissions on their account and aren’t somehow managing to loads the settings page but then on save done have permissions to do so and it wipes the settings (that in itself would be odd anyway)
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Tony
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July 29, 2022 at 6:06 am
Hey there 🙂
Can I take a look over the log entries on the site?
If so you can send temp login details over using this form:
https://eventespresso.com/send-login-details/
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emileeek
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August 1, 2022 at 3:22 pm
Hey Tony,
Please confirm that you have recevied the details from the form. Thanks
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Tony
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August 2, 2022 at 8:36 am
Hi there,
I have received them thank you, however as I’m based in the UK the site currently blocks access from me.
I’ve emailed you my IP address, if you could add that t the whitelist and let me know when its done I’ll take a look.
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emileeek
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August 3, 2022 at 4:44 pm
hey Tony, this has been done. Please confirm
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Tony
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August 4, 2022 at 9:56 am
Unfortunately, the log doesn’t show anything useful, just that the key is there and then not.
It does show that a lot of your subscription calls are failing due to an issue with a BIRTHDAY and PHONE merge field.
Can you read the key in the settings? And or post it here in a private reply so I can read it if it’s removed when checking.
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emileeek
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August 7, 2022 at 4:10 pm
Hey Tony,
Please check your email, still awaiting your reply
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emileeek
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August 9, 2022 at 4:49 pm
Still haven’t heard back from you tony, please check your email
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Tony
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August 10, 2022 at 7:24 am
Sigh, my apologies, there’s a typo in my reply.
Can you re-add the key in the settings?
Re-add the API key into the Mailchimp settings and/or post it here so I can add it back in. I’d like to add the key and re-save the settings to confirm the key saves and nothing is going on there.
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emileeek
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August 10, 2022 at 3:50 pm
Check your email Tony, please confirm if you recevied it.
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Tony
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August 11, 2022 at 2:48 pm
I’ve replied to your email 🙂
Just to note, there no fix we can provide for this currently as we don’t know what is causing it, I can’t reproduce it on any of my test sites and no other reports of this issue have been made.
So, we need to narrow down what is causing the key to be wiped out and then go from there.
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emileeek
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August 15, 2022 at 5:04 pm
Hey Tony,
Still waiting for you to send the updated plugin to us so we can test it please. thanks
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Tony
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August 17, 2022 at 5:47 am
Apologies for the delay, as mentioned previously I’d asked one of our developers to review the changes and this took a little before I could pull them off the current project.
I’ve emailed you a copy of the MailChimp add-on with some additional logging and some additional log output features to hopefully help narrow this down.
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emileeek
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August 21, 2022 at 3:52 pm
Hey Tony,
my developer installed the plug in you provided and the issue has happened again. I did tick “skip double opt in” before the issue happened. Not sure if that has anything to do with it.
Please assist now with where we go, thanks. Emile
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emileeek
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August 23, 2022 at 4:20 pm
Hey Tony,
I’m following up on the above message. Thanks
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Tony
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August 26, 2022 at 3:56 am
Hi there,
Has the key been wiped recently since the ‘new’ version was installed?
The version you are currently running has additional logging included to try and catupre what is wiping the key (if it is happening from within the add-on itself) so we need for it to happen again and then review the logs.
If it has happened recently I can log in to review those but we don’t keep login credentials stored for long so would need them resending using:
https://eventespresso.com/send-login-details/
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emileeek
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August 28, 2022 at 11:26 pm
Yes, when I clicked “skip double opt in” it wiped out the next day. however I put the key back in and haven’t ticked “doubt opt in” and it is still there after a week.
If it happens again with the untick, I will contact you tony. Okay?
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Tony
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August 30, 2022 at 12:21 pm
Sure, please do.
I can then check over the log and see if anything stands out 🙂
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emileeek
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August 30, 2022 at 4:08 pm
The issue has happened again Tony, today. The key is wiped out.
How can I send you the log details without giving your log in details for ee? please let me know.
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Tony
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August 30, 2022 at 4:24 pm
You can send temp login details for the site using this form:
https://eventespresso.com/send-login-details/
Just create a new admin account using whatever username and email address you prefer (use support[at]eventespresso.com if preferred) and set the password. Then provide those details in the form above, once finished that admin account can then be deleted from the site again.
How can I send you the log details without giving your log in details for ee?
My apologies but I don’t understand this question, can you rephrase?
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emileeek
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September 1, 2022 at 4:07 pm
Hi Tony,
My dev team sent you the tempt details. Please confirm you have received it so we can resolve this issue ASAP.
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Tony
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September 2, 2022 at 7:30 am
I did receive them thank you.
There are no additional log entries since 13/07/2022 which would point towards the MailChimp add-on removing the details from the database itself, so I suspect this is something external from Event Espresso or the MailChimp add-on. However, I have added an additional log call to log every time the MailChimp config is updated (previously it checked for the API key, not it logs any time the config updates) with a stack trace to see WHAT called the function to update.
We need for it to happen again now to view the log entries again with this latest change.
Also, did you look into the error mentioned previously:
It does show that a lot of your subscription calls are failing due to an issue with a BIRTHDAY and PHONE merge field.
A lot of your subscription calls seem to be missing values that you have set as required within MailChimp.
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emileeek
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September 4, 2022 at 11:12 pm
Okay, I will let you know when the issue happens again. But I do need a solution urgent Tony. So please add all the additional logs you can to discover where the issue is coming from.
Yes, I have stopped syncing the BIRTHDAY field as it was causing issues. The phone field is still active atm.
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Tony
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September 5, 2022 at 4:40 am
But I do need a solution urgent Tony.
I wish I could give you a solution for this right now, but I can’t reproduce and nothing in the logs shows the key being wiped.
The latest logging function I’ve just added to your version tracks any time the the config (the settings saved in the database) is updated and what method called it (the stacktrace), so if something within the add-on itself is doing this the latest logging call should show it.
However, I’m starting to suspect this is external from EE itself and something going on within the database. But again its just a guess because there’s no info to point to.. well… anything currently.
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emileeek
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September 7, 2022 at 4:15 pm
Tony, the issue happened again. I check today and the key was wiped.
I just inserted it back in.
Now what??
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Tony
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September 8, 2022 at 6:49 am
Have the credentials been changed? I can’t log in with the previous login credentials.
If you can resend them over using this form:
https://eventespresso.com/send-login-details/
I’ll take a look over the logs.
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emileeek
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September 12, 2022 at 3:25 pm
Tony, my web team sent you the form you need. Please confirm
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Tony
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September 13, 2022 at 3:10 pm
I did receive the credentials, thank you.
So on checking through those, there are no calls to update the config with a blank API key, so it does indeed looks like this is something external to the MailChimp Add-on.
I noticed a plugin installed on the site called CCM Tools which includes functions to optimize the database, does that plugin (or even possibly another) run on a schedule to ‘clean’ or ‘optimize’ the database at all?
I can’t see anything else at all on that site which would stand out for further investigation so start with that, maybe disable that specific plugin and see if it happens again.
It may seem like we are just randomly stabbing at the dark here and to a degree we are, this isn’t something Event Espresso does on it’s own and there are no other reports of this issue, so there’s something specific on your site causing it.
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