AAM: Troubleshooting Destination Issues
The most common problems that affect data going to partner Destinations are caused by clients or their Adobe reps. Here are some common problems:
- A segment you expect to receive is not being transferred or not at the expected volume
- A customer is no longer running an active campaign so you’d like data transfer to stop
- You see evidence that the data transfer for a specific customer is misconfigured in some way
The Adobe Partner Exchange support channel doesn’t work directly with clients and can’t act as a go-between between partners and clients. If you see an issue like the ones described above, reach directly our to your client contacts to resolve it.
The most common issue that partners see is data from a specific client not coming to their Destination like they expected it to. In those cases, you should ask your clients about the following:
- Has the client correctly mapped the Segments to your Destination? (See this documentation.) Do the segments have data? Is the data available yet or is it still being processed in AAM?
- How large is the addressable audience of the segment? Has the client correctly configured your ID sync? Are you (the partner) syncing with AAM?
- Has the client set up your Destination correctly in their instance of AAM? Unfortunately, adding your Destination to a client AAM instance is not a one-click affair (see this article for details). The client must work with their Adobe rep and there are a few items that must be entered manually where human error can creep in. Have the client work with their Adobe rep to ensure that they are using the correct server and format settings.
General (not client-specific) problems
If all of your data stops (and not just the data from one client) generally you’ll want to reach out to the support channel because there’s probably something wrong with your integration.
If the batch integration stops working, it’s usually an issue with the ftp/S3 credentials that were provided to Adobe. Check whether the credentials have expired and reach out the support channel to provide them with the new credentials.
The most common issues we’ve seen with realtime integrations are latency on the partner side or the inability to ingest the amount of data that AAM sends. AAM will often run into total call limits or rate limits for partners that have big clients that want to send a lot of data to them. AAM cannot limit or throttle the amount of data it sends to partners. (Since the service is meant to provide realtime transfer for our clients, limiting or throttling would defeat much of the purpose.) If expanding the capacity of the realtime endpoint isn’t an option, then you might need to explore moving more of the data transfer to an S3 batch process.