Troubleshooting Audience Destination Issues

You may, occasionally, experience issues when creating a new Audience Destination or sharing customer data with an existing Audience Destination. These tips and tricks are designed to help you troubleshoot those issues.

Audience Destination Creation Issues

SSH Authentication Validation

When creating a new SFTP Audience Destination, MXO may not be able to validate the credentials you provide. If this occurs, MXO displays an error message to help with troubleshooting.

You may see one of the following error messages:

  • The host public key you entered does not match the one provided by the server. Check with the server administrator before proceeding.
  • The private key you entered is incorrect. Please check the details you entered are correct and try again.
  • Unable to parse [host or private] key value. Please check the details you entered are correct and try again.
  • User does not have write permissions for the SFTP server. Please check the details you entered are correct and try again.
  • The passphrase you entered is incorrect. Please check the details you entered are correct and try again.

Audience Destination Connection Issues

Occasionally, MXO may not be able to share customer data with an existing Audience Destination due to a connection issue.

If this occurs, the status for an Audience Destination changes to Error and MXO displays an error message to help with troubleshooting.

TB - Audience Dest Error

You may see one of the following error messages:

  • SAS Token expired. Please enter a new, valid, token. (Azure Blob destinations only)
  • Please enter a valid base64 encoded Storage key. (Azure Blob destinations only)
  • Connection failed. Please ensure the configuration of your connection is correct and try again. (All destinations)

These status messages also appear on the Audience Share page for individual queries, alerting you to the fact that the sharing of customer data for a specific audience has failed.

TB - Audience Share Error

To test the configuration of an Audience Destination

You can test the configuration of an Audience Destination after troubleshooting any connection errors, using the Test Connection functionality.

  1. In MXO , choose Analyze.
  2. Select Audience Destinations.
  3. Click Test Connection for the relevant Audience Destination. TB - Audience Dest Test
    • If the connection is now working, the status updates to No Issues.
    • If there are still issues with the connection, the status remains as Error and you can continue troubleshooting.