There are several quick health checks you can make when it comes to ensuring that the syncing of your contacts from Magento into Engagement Cloud is taking place. This article outlines these checks and should help to troubleshoot any problems.
1. Check your sync settings are correctly mapped and enabled
Go to your sync settings under System > Configuration > DOTMAILER > Sync Settings.
From here you can see what address books your customers, subscribers and guests are syncing into in Engagement Cloud.
You can also see what type of data you’re syncing into Engagement Cloud by viewing the ‘Sync’ options on the same page below:
2. Check that cron jobs are set up
The cron is a vital part of making sure your 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 variously named tasks running at various intervals.
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 syncs are enabled and you have the cron running, then you could try executing a manual sync or refreshing the sync by going to System > Configuration > DOTMAILER > Developer > Sync Settings.
Refreshing a sync marks all contacts and/or items to be imported.
You can also then check the contacts sync report found in Marketing Automation > Reports > Contacts Sync. After manually running a sync, you should now see contacts marked as imported with a green tick.
If this is the case, you should now view Marketing Automation > Reports > Importer Status and the batched contacts should exist in this report. 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.
After I do all of the above, data syncing is still not taking place. Why is this?
This could be because your API user is not enabled, or your account is disabled or locked, or perhaps you have reached your API call limit. Check for whether any of these is the case.
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:
- 'Address Book Mapping' and 'Sync' are found by going to Stores > Configuration > DOTMAILER > Sync Settings.
- Developer sync settings are found by going to Stores > Configuration > DOTMAILER > Developer > Sync Settings.
- The contact sync report is found by going to Stores > Configuration > DOTMAILER > Sync settings and then clicking Click here for status under any one of 'Customer/Guest/Subscriber enabled'.
- The importer status report is found by going to Reports > Marketing Automation > Importer Status.