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Troubleshooting apps that cannot load their audience data in GTM One

Learn why an app or widget shows no data from its audience and how to get it working again.

Scott SirowyScott SirowySenior Director, Product Management

Learn why an app or widget shows no data from its audience and how to get it working again.

Overview

An app built on an audience reads a prepared copy of that audience's data. GTM One prepares the copy when you build the app and keeps track of whether the audience has changed since. An app can therefore show no data, stale data or an error when the audience is gone, is not shared with the person using the app, has not finished preparing, or changed in a way the app does not expect.

Find the message or symptom below and follow the steps under it.

An app card says the audience is unavailable

On the Apps page the card's thumbnail is grayed with the label "Audience unavailable" or "Needs Audience access".

  1. Open the app. A dialog explains which case applies.
  2. For "Needs Audience access", the dialog reads "You don't have access to this app's Audience". Click Request Access in the dialog. After you send it, the dialog reads "Request sent. We'll let you know as soon as the Audience's owner approves it." The app loads once the owner approves.
  3. For "Audience unavailable", the dialog reads "We can't find this app's audience". The audience could not be loaded. It may have been deleted, renamed or moved, or your access may have changed. Check the Audiences page for it.
  4. If you own the app, click Edit app in the dialog and choose a different audience in the builder.
  5. If you do not own the app, click Back to apps and ask the owner.

An app whose audience was deleted stops working. The thumbnail stays on the card so you can recognize the app.

The builder says the audience data is not ready

When you start an app from an audience, GTM One prepares the audience's data before the builder can use it. If that step stalls, the builder shows one of these messages.

  1. For "Audience data is not ready" with "We couldn't prepare this audience's data. Retry the export to continue building.", click Try again.
  2. For "Could not prepare audience data" with "We couldn't start this audience's data export. Try preparing the app again.", click Try again to start the preparation again.
  3. For "We couldn't check whether this audience's data is ready. Try again to continue.", click Try again.
  4. For "This audience data export is no longer available. Create a fresh export to continue.", go back and start the app from the audience again so a new copy is prepared.
  5. For "Could not load audience" with "We couldn't load this audience's records. Try again.", click Try again. If the audience has no records, add some first.
  6. For "Couldn't load audiences" in the audience picker, close the picker, wait a moment and open it again.

A very large audience takes longer to prepare. Wait a few minutes before you try again.

The app's data is out of date

You see "New data available", "The underlying Audience has changed", "This audience changed, but the last refresh failed." or "Audience refresh failed" with Retry refresh.

An app reads the data the audience held when the app was published. When the audience gains or loses columns, the owner is told. If GTM One could not refresh its copy of the audience, the notice says so and offers Retry refresh.

  1. Open the app in the builder as its owner.
  2. Click Retry refresh on the "Audience refresh failed" notice.
  3. When the copy is current, use Fix (or Review new fields, or Bring up to date) to rebuild the app for the new columns. See How to update an app when its audience changes.
  4. Publish the changes. The live app keeps the older data until you publish.

If an app still loads slowly or shows an error after these steps, wait a minute and reload it. If the problem continues, contact your ZoomInfo account team with the app's name.

If you see an error

  • "We can't find this app's audience". The audience could not be loaded. Click Back to apps, or Edit app if you own the app.
  • "You don't have access to this app's Audience". The audience is not shared with you. Click Request Access. If you already asked, the dialog reads "Your request is waiting for the Audience's owner to decide."
  • "Audience data is not ready". The data copy did not finish preparing. Click Try again.
  • "Could not prepare audience data". The preparation could not start. Click Try again.
  • "This audience data export is no longer available. Create a fresh export to continue." The prepared copy is gone. Start again from the audience.
  • "Could not load audience". The records could not be read. Click Try again.
  • "Couldn't load audiences". The picker could not list audiences. Reopen it.
  • "Audience refresh failed". The copy could not be refreshed. Click Retry refresh.

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