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Troubleshooting Paid Media Manager

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Use the following troubleshooting tips to help solve issues related to Paid Media Manager configuration.

Issue: Paid media synchronization and audience count reporting is slow even after enabling elastic search

To improve the performance of the audience count reporting, you should enable elastic search on the paid media master database table. For more information, see "Enabling elastic search for Paid Media Manager" in the Pega Customer Decision Hub Implementation Guide on the Pega Customer Decision Hub product page.

If the performance of the report is slow even though you previously enabled elastic search in your application, enable the dedicated data-data-paidmediamaster search index is available.

  1. In Dev Studio, click Records SysAdmin Custom Search Properties .
  2. Open the Data-PaidMediaMaster data instance.
  3. In the Properties section, select the Use dedicated index check box.
  4. Save the Data-PaidMediaMaster data instance.
    Saving the data instance automatically creates the dedicated index.
  5. Run the Data-PaidMedia-.CheckAndBuildReIndex activity to rebuild the data-data-paidmediamaster search index.

Issue: Paid media synchronization job takes more time when the elastic search index is enabled

After enabling the elastic search index, the master table grows, and the paid synchronization job takes longer. To solve this issue, you can disable the dedicated elastic search index.

  1. In Dev Studio, click Configure System Settings Search .
  2. In the Search indexing section, click Dedicated.
  3. Delete the index with the name data-data-paidmediamaster.

Issue: Paid synchronization job fails with the message "Sync Job Failed with data flow errors"

If a synchronization job fails due to a data flow error, the Sync Tracking tab of the Paid Media landing page displays the message Sync Job Failed with data flow errors, as in the following figure:

To solve this issue, do the following steps:

  1. In Dev Studio, click Configure Decisioning Data flow Batch .
  2. Look for the failed data flow and diagnose the error.
  3. After diagnosing and resolving the error cause, rerun the paid run, for example, by re-executing the segment run or outbound run, or by waiting for their next scheduled run.

Issue: Paid synchronization job fails with the message "Queue processor failed with following error"

If a synchronization job fails due to a queue processor error, the Sync Tracking tab of the Paid Media landing page displays the message Queue processor failed with following error.

To solve this issue, do the following steps:

  1. In App Studio, click Settings Channels Paid Media .
  2. Click the arrow by the failed synchronization job to view the error details, as in the following figure:
  3. At the bottom of the XML section, find and note down the JobID and DestinationKey, for example, PM-1001 and DK123EB.
  4. Switch to Admin Studio.
  5. Click Resources Queue processors .
  6. In the list of queue processors, find PaidMediaSync, and click the number in the Broken column, as in the following figure:
  7. Filter the Reference object key column by entering the concatenated JobID and DestinationKey that you noted in step 3.

    For example, if the JobID is PM-1001 and the DestinationKey is DK123EB1, enter PM-1001DK123EB1, as in the following figure:

  8. Click the More icon by the failed synchronization item to view the full error details.

    When analyzing the error details, look for the Caused by section at the bottom of the error log. This section should contain a message that describes the cause of the error. For example, the following error message indicates that a paid synchronization run has failed due to an expired access token for a specific Google Ads paid destination:

    Caused by: com.pega.mkt.paidmedia.sync.AudienceSyncException@42ebe857[paidMediaErrors=[com.pega.mkt.paidmedia.error.PaidMediaError@14147b5e[paidRunId=RT-176,dataFlowRunId=N/A,code=GG-AE-004,message=The access token in the request header is either invalid or has expired., severity=CRITICAL,occurredOn=Fri Nov 20 05:16:04 EST 2020,platform=Google,destination=XXX-YYY-ZZZZ,syncType=REALTIME]]]

    At the bottom of the error log you can see the following additional information to help you discover which specific paid media run is associated with the error:

    JobID
    Unique identifier of a specific paid media run.
    DestinationKey
    Unique identifier of a paid destination
    SyncType
    Type of paid run, for example, Segment, Outbound, or Real-time.
  9. After diagnosing and resolving the error cause, in App Studio, click Settings Channels Paid Media , and then click Retry by the failed synchronization item, as in the following figure:
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