Personalize Troubleshooting Guide

This guide provides solutions for the common issues you may encounter while working with Contentstack Personalize. Each entry lists the error message, description, possible causes, and steps to resolve the problem.

When working in Personalize, you may see one of the following error messages:

• Some Lytics audiences are unavailable. Active experiences may not behave as expected.
• Linked audience(s) from Data & Insights (Lytics) are unavailable.

These errors indicate that one or more audiences connected from Data & Insights (Lytics) used in your Personalize project are unavailable. As a result, experiences that target these audiences may not deliver content as intended.

Data & Insights (Lytics) audiences in Personalize are visible only when a Personalize project is linked to an active Data Activation Layer (DAL) connection. This connection lets you reference audiences from Data & Insights (Lytics) directly in your experiences.

Impacts by Experience State:

• Draft: Errors do not affect production since the experience is not yet active. You can safely edit the audience.
• Paused: The missing audience will not impact users until the experience is reactivated. You should create a new draft with the correct audience before resuming.
• Active: Active experiences that reference a missing audience will break. This directly affects delivery to your users.

The error may occur for one of the following reasons:

• Missing DAL connection: The Personalize project is no longer connected to the DAL, so audiences cannot sync.
• Audience deleted in Lytics: The audience referenced in your experience was removed from Data & Insights (Lytics).

1. Enable the Try the New Navigation toggle located within the profile dropdown.
2. From the App switcher, click the Administration icon.
3. Click Data Activation Layer from the top navigation panel.
4. Verify that your Personalize project is connected to the correct DAL. Click the Edit button for the DAL connection under Actions, then click the Test Connection button.

   

5. If the connection is missing, reconnect your project to the appropriate DAL as shown in step 4.

1. Log in to your Lytics dashboard.
2. Navigate to Using Profiles > Audiences.
3. Search for the audiences linked to your experiences in Personalize.
4. If an Audience is missing:
   • Recreate it in Data & Insights (Lytics) and update the experience in Personalize, OR
   • Replace it with another active audience.

• Draft: Edit the existing draft to point to the new audience.
• Paused: Create a new draft with the intended audiences.
• Active: Pause the current experience (optional), create a new draft, and link the correct audience before reactivating.