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Troubleshooting Connections

Troubleshooting tips and best practices for BlueConic connections, BlueConic integrations, and BlueConic connectorsCan'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. 

Tips for running BlueConic Connections

  • 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. How to resolve a connection failure, connection error, connection mistake, connection problem in BlueConic
  • Depending on the system you're connecting to, you may need a valid user account in the system you're importing/exporting data with.
  • 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.
  • The BlueConic external IP address must be added to your internal allow list for certain firewall configurations.
  • BlueConic matches profiles with data in an external system based on matching unique identifiers. If there are values stored in a profile property before you activate the "Is unique identifier" checkbox, and you plan to use these values for matching, contact your Customer Success Manager for assistance.
  • 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 algorithms used to authenticate and encrypt your connection must agree between the server and the client.
  • 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 the connection failed. To download the run log, hover over a particular entry in the Run history table and click the download icon that appears. Connection error, connection failure, connection mistake, connection run history / histories, and connection error message / messages in BlueConic
  • Web-based connections use domain-based edit rights. These edit rights are limited to the specific BlueConic domain(s) that the user who created the connection has access to (via BlueConic Settings > Users) and cannot be updated or changed.

Best practices for exchanging customer data via CSV files

CSV best practices for exchanging customer data via S3, SFTP, Salesforce, and Facebook connections in the BlueConic CDPBlueConic CSV connections enable you to exchange customer data via CSV files. See the best practices for CSV files for tip, as well as this troubleshooting advice for using CSV files with BlueConic connections.

  • 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.
  • Refer to the tips in Best practices for exchanging data via CSV files in BlueConic.

Troubleshooting common connection 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 that is 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 SFTP 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. For more tips, refer to Best practices for exchanging data via CSV files in BlueConic.

"No business manager linked to advertising account" message in the Facebook Advertising Connection

Your organization's Facebook Business Account needs to accept the Facebook TOS (terms of service). Note: Make sure that use your Facebook Business Account to accept the TOS; do not use your personal Facebook account for this step. Refer to the Facebook Advertising Connection for more information.

Getting help with Connections

If you’ve followed these troubleshooting steps and still encounter a connection failure, contact BlueConic Support for assistance.

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