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title: "Segment Upload Troubleshooting"
canonical: "https://hub.freewheel.tv/space/BC/113869253/Segment%20Upload%20Troubleshooting"
format: markdown
---
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)