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Support Article

Unable to open segments



After upgrade, the campaigns do not run and the user is unable to open existing segments. These segments were present before the upgrade.

Error Messages

Not Applicable

Steps to Reproduce

  1. Log in to the application.
  2. Open the Pega Marketing portal.
  3. Click Audience.
  4. Open the segments.
  5. Open any segment.

Root Cause

The segment was running when the upgrade was performed. Hence, the segment entered a state where it could no longer query to check for completion.


Perform the following local-change:

Suspend the Campaign prior to the upgrade. This ensures that the segment does not refresh during the upgrade and also that the upgrade does not occur in the middle of a Campaign run.
  1. Delete the most recent PegaMKT-Data-SegmentResults instance. Its XML must display <pyStatus>In Progress</pyStatus>.
  2. Re-run the Segment.

Published April 1, 2020 - Updated December 2, 2021

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