Troubleshooting Connections

Can't seem to get your connection to work properly? Here are some tips and tricks to help you figure out what might be going wrong. 

Things to remember

  • A connection will only run after it is properly authenticated, has at least one goal set up, and has been turned on. A connection is turned on when the toggle next to the connection name is switched to green. Screen_Shot_2022-07-27_at_3.35.06_PM.png
  • Double check all spelling and permissions:
    • For example, when using domains or IP addresses, make sure they are typed correctly and are accessible outside of your internal network. This may mean disconnecting from a VPN, connecting to another network, or using a different device when confirming the accessibility of the resource.
    • Another example might be that a user does not have permission to read/write a configured file or directory.
  • If a particular run of your connection has failed, the run log of the connection may be able to provide additional detail as to why it failed. To download the run log, hover over a particular entry in the Run history table and click the download icon that appears. Screen_Shot_2022-07-27_at_3_35_34_PM.png
  • The BlueConic external IP address must be added to your internal allow list for certain firewall configurations.
  • Make sure you are familiar with the number of concurrent connections your server can handle for a given IP address or for a given user.
    • You may need to increase the overall maximum concurrent connections allowed or use a different server entirely as the one you’re using could be overloaded. Scheduling around your server’s peak times can help as well.
  • All CSV files must be valid, and the structure must match the file and field handling configuration as configured in the connection goal.
    • It’s best to upload CSV files straight from the system they were created on. Emailing and transferring CSVs across devices, operating systems, and platforms can result in unexpected changes to the file.
    • Do not open the CSV in Excel and save it. This may result in changes to the file that can cause the connection to fail.
  • All algorithms used to authenticate and encrypt your connection must agree between the server and the client.

Common error messages

Here are a few of the most common error messages that occur when configuring connections and how to resolve them.

  • No [list, data extension, account, segment, etc.] selected - Verify that all steps for the goal have been filled in or uploaded correctly.
  • No active goal - Make sure at least one goal is set up correctly, saved, and turned on to run the connection.
  • Mapping data is incorrect - Confirm that all data mapping two systems together are correctly matched.
  • Authentication not correct - Make sure all of your authentication credentials are matching and spelled correctly.
  • Authentication incomplete - Verify that all steps of the authentication are filled out correctly.
  • Identifiers missing or incorrect - Verify that all steps of the connection goals are filled out and spelled correctly.
  • Unable to connect - Ensure that you can connect to the SFTP server with your own SFTP client using the same credentials as configured in the connection.
  • Unable to download or parse - Verify that the file with the path mentioned in the error message exists on the SFTP server or that the user configuring the connection has read access to the file.
  • No matching field found - Confirm that the CSV headers match with the matching configuration, that the required data processors are enabled and configured correctly, and that the first record in the primary CSV file holds a value in the column that is configured as a linking identifier.

If you’ve followed these troubleshooting steps and still have an issue running a connection, contact BlueConic Support for assistance.

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