The following sections describe the most common issues related to External Content.
Which errors result in paused Automation Center (AC) or Interactions campaigns?
AC and Interactions programs using personalization tokens built with External Content are paused by the following cases:
- Any of the requests fails with a 4xx status code, except for 429 or 408
- For more information on HTTP status response codes, see Response codes.
- The response body is not a valid JSON document
- The response format violates requirements described in the Developer Portal.
- The response body contains an insufficient JSON document (not all parameters/ reference fields are echoed back in the content items)
Request body:
{
"parameters": [
{
"email": "aaa@example.com",
"UID": "1234"
}
],
"fields": [
"img_url"
],
"limit": 1
}
Incorrect response body, missing the UID parameter.
{
"content": [
{
"email": "aaa@example.com",
"img_url": "https://example.com/images/example.png"
}
]
}
Which steps should be followed when API responses are not received or they arrive empty?
- If the campaign was included in an automation program, check if the personalized contact was included or excluded from sending.
- Check your personalization tokens or the relevant Emarsys Scripting Language (ESL) snippet if you set the field to required or not.
- If you want to make sure that a message is not sent without this personalization, you have to set it to required during token creation.
- Check the contact preview in the editor with the affected contact.
- Check your logs to see if you can see any error, such as a network issue.
- Check if the reference fields values were available at the time of sending for the contact.
- Check if the response fields values for personalization were available at the time of sending.
- Check if all content for personalization was sent for all contacts in the batch.
What kind of error messages are possible while testing the API connection?
Error Message |
Troubleshooting steps |
|---|---|
Something went wrong. |
Unknown issue. Try the troubleshooting steps in Which steps should be followed when API responses are not received or they arrive empty?. If the problem persists, contact our support team. |
Test failed. Authentication error. |
Check if your credentials are correctly set. |
Test failed. API response timed out. |
Your service could not answer in time. Decrease your response time by optimizing your service. |
Test failed. API responded with an error. Please check your field settings. |
Your API responded with an error code. Check your service. |
Test failed. Reference field(s) not found in the API response. |
Your service did not echo all reference fields back. This results in paused campaigns. |
Test failed. Please set your connection settings. |
Check your connection settings. |