Odyssey – Error Troubleshooting

If an error occurs within a Scheduled or In Progress voyage, an email notification will be sent to the voyage creator and the voyage will move to the Error status. Voyages in this status will essentially be on hold until the voyage is removed and the error is resolved.

Below, common error messages are listed along with the steps available to resume your voyage and resolve the error.

Audience Errors

unexpected exception processing voyage queue (java.lang.RuntimeException: Unable to build audience for external file source:

This error will occur if an issue was found with one of your external Audience Source files. This can often be caused by a duplicate Email Address or Customer Id column in your file.

To resolve this error and resume your voyage, open the voyage and select Resume from the status selector beside the Error status.

Once resumed, your voyage will revert to the Published status and you can now upload a revised file to the Audience element. To revise your file, remove or rename the duplicate column.

After uploading your revised file, you can reschedule your voyage.

Alternatively, this error may occur if an Internal File is used but cannot be found. This can be the case if your Internal File has expired. Internal Files are only stored for 45 days for non-audited deployment types and 90 days for audited deployment types.

To resolve this error you will need to create a new internal file. You can then resume your voyage by opening the voyage and selecting Resume from the status selector beside the Error status.

Once resumed, your voyage will revert to the Published status and you can now select your new internal file and reschedule your voyage.

Audience Suppression Source,”[Suppression Query Name]”,could not be found

This error will occur if the Audience Suppression query has been deleted.

To resolve this error and resume your voyage, open the voyage and select Resume from the status selector beside the Error status.

Once resumed, your voyage will revert to the Published status and you can select or create a new suppression query.

After your new suppression query is selected, you can reschedule your voyage.