Table of Contents
Overview
This article outlines troubleshooting steps to take when not seeing a user count associated with a segment that is expected to contain users.
If unable to identify the issue after taking the steps below, please reach out to support with the following information:
- Segment ID(s)
- Segment upload ID(s) (or filename(s))
Troubleshooting Segment Upload Issues
1. Verify Count Process Execution
User counts are typically processed approximately every 24 hours through a separate system. To check the count status:
- Review the "Count Update Date" field on segments with a non-zero user count
- Compare the timestamp to the segment upload completion time
- Note that segments are immediately targetable upon upload, regardless of user count processing
2. Confirm Account ID Alignment
Segment uploads must originate from the same account where the segment was created. Mismatched account IDs will prevent user addition to the segment.
Example: A segment upload created in account 3 will not populate a segment existing in account 2.
3. Validate Upload File Formatting
Segment upload files must follow this specific format:
<User ID>|<Segment Key 1>:<Value (optional)>|<Segment Key 2>:<Value (optional)>|etc.
Correct format example:
AAF01E66AmkAACEV2OeITA|buzzkey-6|buzzkey-12:2.7
4. Verify User ID Type Compatibility
Ensure the uploaded file's user IDs match the specified "user_id_type":
| User ID Type | Description | Example |
|---|---|---|
| BEESWAX | Beeswax cookie ID | AAF01E66AmkAACEV2OeITA |
| AD_ID | Android Advertising ID | 0f5d9fb0-807a-4126-a156-4fc8a13fe03c |
| IDFA | iOS ID for Advertising | EA7583CD-A667-48BC-B806-42ECB2B48606 |
| OTHER_MOBILE_ID | Other mobile ID | ea517fec-2636-4a42-ae64-1d574d8ec0e8 |
| IP_ADDRESS | IPv4 Address | 74.71.211.32 |
For additional ID types, contact support.
5. Confirm Segment Key Type
Two segment key type options exist:
- DEFAULT: Segment keys follow the pattern
<buzzkey>-<segment ID>- Example: For buzz key "canary" and segment ID 12, use "canary-12"
- ALTERNATIVE: Uses alternative segment IDs previously configured in Buzz
- Example: Using the alternative ID 1003806829
6. Select Appropriate File Format
For pipe-delimited files, use "BEESWAX" or "DELIMITED" file formats. Other formats are reserved for third-party DMP/data provider uploads.
7. Ensure Proper Character Encoding
Upload file requirements:
- Use ASCII or UTF-8 text (without BOM)
- Use LF or CRLF line terminators
- Avoid CR line terminators
8. Contact Support
If these troubleshooting steps do not resolve the issue, contact support with:
- Specific segment ID(s)
- Segment upload ID(s) or filename(s)