There are several quick health checks you can make when it comes to ensuring your Insight data is syncing without any issues from Magento into Engagement Cloud. This article outlines these checks and should help to troubleshoot any problems.
1. Check your Insight data syncs settings are correctly enabled
Go to your sync settings under System > Configuration > DOTMAILER > Sync Settings.
You can see what you’re syncing into Engagement Cloud by viewing the ‘Sync’ option.
2. Check that cron jobs are set up
The cron is a vital part of making sure your Insight data syncing happens correctly. The Engagement Cloud for Magento connector runs syncs via crons at regular periods into your Engagement Cloud account. Set up cron jobs within your Magento connector to do this if there aren't ones set up already.
Once you have successfully set these up, you should have tasks called 'ddg_automation_catalog_sync', 'ddg_automation_order_and_quote_sync' and 'ddg_automation_reviews_and_wishlist' running at 15 minute intervals, amongst other tasks.
Please note - we also recommend installing the AOE Scheduler (as shown below) to give you a real-time view of the tasks running throughout your site, as well as giving you the ability to manage and configure your cron jobs.
3. Execute a manual sync or refresh a sync
If it's the case that your Insigh data syncs are enabled and you have the cron running, then you could try executing a manual sync or refreshing a sync by going to System > Configuration > DOTMAILER > Developer > Sync Settings.
Refreshing one of the Insight related syncs marks all the selected import items to be imported.
You can also then check the status of any of these syncs in the following reports:
- Marketing Automation > Reports > Orders Sync
- Marketing Automation > Reports > Quote Sync
- Marketing Automation > Reports > Review Sync
- Marketing Automation > Reports > Wishlist Sync
- Marketing Automation > Reports > Catalog Sync
After manually running a sync, you should now see the corresponding items marked as 'Imported'.
If this is the case, you should view Marketing Automation > Reports > Importer Status where the batched items should now exist. You may need to sort the table by either ascending/descending ID or earliest/latest 'Created At' date. Once the importer cron has run or you manually run it, an import should be marked with a status of 'Importing' and shortly data should appear in Engagement Cloud.
I have done all of the above but data still doesn't seem to be syncing. What now?
Check that your API user is definitely enabled. Also, check to make sure your account isn't disabled or locked. Another reason could be that you have you hit your API call limit. Any one of these would be a cause for data not syncing.
If you’ve done all of the above and are still experiencing issues, please contact the support team at firstname.lastname@example.org.
Alternatively, please comment underneath with any further questions you may have.
The above also applies for Magento 2.0, with the only difference being that 'Sync Settings' and the reports mentioned above are found by going to Stores > Configuration > DOTMAILER > Sync Settings and then clicking on Click here for status under any one of 'Order/Wishlist/Review/Catalog Enabled' for the associated report.
The importer status report is found by going to Reports > Marketing Automation > Importer Status.