Tailored_audiences list stay "PROCESSING" even 3 days have passed way

[wenping.wang]

We created this tailored_audiences 3 days ago,
but it is still in the “PROCESSING” state,
would you please take a look into to it?

$ twurl -H "ads-api.twitter.com" -XGET "/3/accounts/18ce54iditw/tailored_audiences/2juvr" | jq .
{
  "request": {
    "params": {
      "tailored_audience_id": "2juvr",
      "account_id": "18ce54iditw"
    }
  },
  "data": {
    "targetable": false,
    "name": "ta_テスト_tk_2",
    "targetable_types": [
      "CRM",
      "EXCLUDED_CRM"
    ],
    "audience_type": "CRM",
    "permission_level": "READ_WRITE",
    "is_owner": true,
    "id": "2juvr",
    "reasons_not_targetable": [
      "PROCESSING",
      "TOO_SMALL"
    ],
    "list_type": "TWITTER_ID",
    "created_at": "2018-04-02T02:19:29Z",
    "updated_at": "2018-04-02T02:19:29Z",
    "partner_source": "OTHER",
    "deleted": false,
    "audience_size": null
  }
}

[imit8me]

Hey @wenping.wang

Can you confirm:

1. The file size of the upload file
2. The audience_identifcation_type for the file sent. (i.e., given that these are TWITTER_ID does the uploaded file contain hashed TWITTER_IDs)?

Thanks!

[wenping.wang]

@imit8me

1. The file size: 7409935 (user numbers: 113999)
2. We hashed the user_id with the following python code.

# python code
hashlib.sha256(user_id.encode('utf-8')).hexdigest()

Ex. 870127656477483008.

[imit8me]

Thanks for the details! We’ve identified an issue on our end and a patch was put into production earlier today. Can you try re-uploading the audiences again and let us know if it works? (Processing should still take about 1-2 days at most)

Thanks!

[wenping.wang]

@imit8me

We tried to re-upload the same list.
But it is still in the processing status even 48 hours have passed away.

Would you please take a look into it?

Thanks in advance.

[imit8me]

Hey @wenping.wang

Can you confirm the actual Audience ids for the ones that are still stuck?

Thanks!

[neplove]

Hi @imit8me

I am @wenping.wang’s coworker.
The audience ids which are still stuck

1. 2k3me
2. 2k2xo

[imit8me]

Hey @neplove @wenping.wang

I’ve doubled checked everything on our end and I don’t see any failures/issues. This could be an intermittent problem with the previous upload so could you try re-uploading these audiences.

Apologies for all the issues, however we are working on a long term solution to ensure these issues don’t happen again.

Thanks!

[neplove]

Hey @imit8me

Thanks for your reply.
We’ve uploaded our audience list again yesterday.
(same list with the previous one)
And the response is as follows.

I am wondering what the reason is for taking for so long.
The list is quite large(about 100k user id).
Is this the reason why processing take more than 1 week.

{
  "request": {
    "params": {
      "tailored_audience_id": "2kam6",
      "account_id": "18ce54iditw"
    }
  },
  "data": {
    "targetable": false,
    "name": "test_post_0418",
    "targetable_types": [
      "CRM",
      "EXCLUDED_CRM"
    ],
    "audience_type": "CRM",
    "permission_level": "READ_WRITE",
    "is_owner": true,
    "id": "2kam6",
    "reasons_not_targetable": [
      "PROCESSING",
      "TOO_SMALL"
    ],
    "list_type": "TWITTER_ID",
    "created_at": "2018-04-18T01:54:18Z",
    "updated_at": "2018-04-18T01:54:18Z",
    "partner_source": "OTHER",
    "deleted": false,
    "audience_size": null
  }
}

[imit8me]

Hey @neplove

Most likely this is an issue on our end. Audience processing times vary based on input file size however they should not be taking a week to process. Usually these processing times should be within 1-2 days at most. If you notice that these Audiences are stuck beyond a few days, let us know.

Thanks!

[wenping.wang]

@imit8me

2 days already passed , but the list is still in proccessing .

$ date +"%Y/%m/%d %H:%M:%S(%Z)";twurl -H ads-api.twitter.com -XGET "/3/accounts/18ce54iditw/tailored_audiences/2kam6" | jq .
2018/04/20 16:59:52(JST)
{
  "request": {
    "params": {
      "tailored_audience_id": "2kam6",
      "account_id": "18ce54iditw"
    }
  },
  "data": {
    "targetable": false,
    "name": "test_post_0418",
    "targetable_types": [
      "CRM",
      "EXCLUDED_CRM"
    ],
    "audience_type": "CRM",
    "permission_level": "READ_WRITE",
    "is_owner": true,
    "id": "2kam6",
    "reasons_not_targetable": [
      "PROCESSING",
      "TOO_SMALL"
    ],
    "list_type": "TWITTER_ID",
    "created_at": "2018-04-18T01:54:18Z",
    "updated_at": "2018-04-18T01:54:18Z",
    "partner_source": "OTHER",
    "deleted": false,
    "audience_size": null
  }
} 

[imit8me]

Hey @wenping.wang

We’re looking into the issue internally and will get back to you once we’ve got more details. Appreciate your patience while we figure this out on our end.

Thanks!

[Je_jesielSP]

Hi, @imit8me do we have any update on this thread? I’m also seeing the same issue.

Thanks in advance.

[imit8me]

Hey @Je_jesielSP

Unfortunately no updates as of yet, we’re still trying to resolve the root cause of the issue on our end and will update this thread once we’ve got a fix in place.

Thanks!

[jme900]

Experiencing the same issue on our end too.

@imit8me Thanks for keeping us posted.

Looking forward to a solution

[silverpop_ea]

Any update about it? I have several clients complaining about it. Is there any information you need from me to investigate it?

[orlandoperri]

Hi, we are having exactly the same issues with a lot of our customers,
we can’t activate any audience anymore, all stuck in processing.

can you advice on a resolution?

Thanks
Orlando

[imit8me]

Hey all,

Just a quick update on this thread. We’ve resolved the root cause of the issue and in order to maintain our processing times, we’ve decided to invalidate existing audiences that are queued for processing.

I would recommend re-uploading these audiences, and letting us know in case they’re stuck in processing beyond 1-2 days.

Thanks for the patience, everyone!

[barrettology]

Hey @imit8me - could we get confirmation that it is just the processing that has been invalidated and that the audience will still exist?

Obviously it would be painful to tell customers to recreate all their Twitter audiences, if a refresh/re-run of the data transfer will result in successful activation that is a much easier message to communicate back to them.

[imit8me]

Yes correct, all the audiences will exist, only the updates that were scheduled to be processed have been invalidated. Hope that clarifies things.

Thanks!