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Troubleshooting Audience Load Failures and Reference Numbers in GTM One

Learn what the messages mean when GTM One cannot load or save Audience data, and how to fix them or report them with the reference number.

Jagannath RameshJagannath RameshPrincipal Product Manager

Learn what the messages mean when GTM One cannot load or save Audience data, and how to fix them or report them with the reference number.

Overview

When an Audience action fails, GTM One shows a short message in plain words. Some messages end with a reference number. The reference number identifies that one failure, so ZoomInfo Support can find it. In some places GTM One shows a general message such as "Something went wrong" instead. The cause and the fix are the same.

Find the message that matches what you see, and follow the steps under it.

Your session has expired

  1. Sign in to GTM One again.
  2. Repeat what you were doing.
  3. If the message comes back right after you sign in, send ZoomInfo Support the message and the time.

This also covers "Your session expired while loading ZoomInfo data. Sign in again and retry."

Your plan does not include Audiences

The message reads "Your ZoomInfo plan doesn't include Audiences. Ask your admin for access." Your organization's plan has no Audiences allowance, so GTM One refuses every Audience action.

  1. Ask your ZoomInfo admin to check that your plan includes Audiences, and to request it from your account team if it does not.
  2. After your admin confirms the change, sign in again and retry.

Your account cannot see the data

The message reads "Your ZoomInfo account doesn't have access to this data. Contact your admin if you think it should." The data you asked for is not part of your account's access.

  1. Ask your ZoomInfo admin whether your account should have it.
  2. If your admin changes your access, sign in again and retry.

GTM One could not load the data right now

The messages read "We couldn't load this data right now. Try again in a few minutes (reference …)" or "Loading this data took too long. Try again, or narrow the request (reference …)". A service that GTM One reads from did not answer, or answered too slowly.

  1. Wait a few minutes and try again.
  2. If the second message appeared, narrow what you asked for, for example with a filter, then try again.
  3. If it keeps failing, send ZoomInfo Support the whole message, including the reference number, and the time.

A connected service rejected the request

The message reads "A service this request depends on rejected it. Try again; if it keeps failing, contact support with reference …".

  1. Try again in a moment.
  2. If it keeps failing, send ZoomInfo Support the whole message with its reference number.

Another change was made at the same time, or something was removed

  • "This conflicts with another change made at the same time. Refresh, then try again." Refresh the page, then repeat your change.
  • "Something this request refers to wasn't found. Check it still exists, then try again." What you referred to, such as a column or an Audience, was deleted. Check that it still exists, then try again.
  • "Too many requests right now. Wait a moment, then try again." Wait a moment and try again. See Troubleshooting Audience Request Limits and Busy Errors in GTM One.

Suggested values do not load

When you type a value into a filter, GTM One can suggest values. The message reads "Couldn't load suggested values for" the field's name "right now. Type the value or try again." or "Couldn't load suggested values right now. Type the value or try again."

  1. Type the value yourself, or try again in a moment.
  2. If the message reads "This field doesn't support value suggestions.", the field has no suggestions. Type the value.

An internal error with a reference

The message reads "An internal error occurred. Reference:" followed by a number.

  1. Try the action once more.
  2. If it fails again, send ZoomInfo Support the whole message with the reference number, what you were doing and the time.

If you see an error

  • "Your session has expired. Sign in again, then retry." Sign in again.
  • "Sign in again to continue." Sign in again.
  • "You don't have access to this resource." Ask the owner to share it with you. See Troubleshooting Audience Access, Folders and Deletion in GTM One.
  • "The requested resource was not found." What you asked for was deleted, or you cannot reach it. Refresh the page.
  • "The request is invalid." Check what you entered and try again.
  • "The request conflicts with the resource's current state. Refresh and try again." Refresh the page and try again.
  • "An internal error occurred. Reference:" followed by a number. Send ZoomInfo Support the whole message.

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