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Troubleshooting Audience Routing and Seller Sync in GTM One

Learn how to fix problems when routing an audience to sellers or sending the latest rows to their copies.

Jagannath RameshJagannath RameshPrincipal Product Manager

Learn how to fix problems when routing an audience to sellers or sending the latest rows to their copies.

Overview

Routing an audience gives each seller a copy of their own. Each routed audience keeps one routing setup, and a sync sends the latest rows to the copies. The rules below keep a sync from running twice at once and keep the routing setup consistent. When a rule is broken, the action is refused and nothing is changed.

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

Routing is refused because the audience is already routed

An audience can be routed once.

  1. Close the routing wizard.
  2. Open the audience and click Seller audiences out of sync in the header.
  3. Click Sync now to send newer rows to the sellers' copies.

To change who gets which records, change the routing setup (see How to route an audience to sellers in GTM One). If a sync is running you must wait for it first.

A sync cannot start because one is already running

Only one sync can run for a routed audience at a time.

  1. Open the audience and look at the Seller audiences out of sync control. While a sync runs it reads "Sending the latest rows to sellers".
  2. Wait for the sync to finish. The control then shows "Last synced".
  3. If the audience still shows as out of sync, click Sync now again.

Routing settings cannot be changed or removed

Routing settings are locked while a sync is running, so a change cannot clash with rows being sent.

  1. Wait for the running sync to finish.
  2. Change or remove the routing settings again.

A seller's copy cannot be created or routed

A copy is created once per seller for each routing setup, and a copy cannot be routed again.

  1. If a copy already exists for the seller, open it from Shared with me. Do not create it again.
  2. To change routing, open the original audience. The person who routed it keeps the copy list under Created by me.
  3. If the copies did not start building after a successful routing, click Sync now in the header.

A seller's copy cannot be moved to another folder

A seller's copy stays in its routing folder for as long as it exists. Moving it, reordering it inside that folder, or adding it to another folder is refused.

  1. Leave the copy in its folder.
  2. To organize audiences differently, move the original audience.

The ownership column is not valid

The routing setup needs an ownership column that was created for routing, and exactly one way of naming it.

  1. Reopen the routing wizard on the original audience.
  2. Under Assignment type, pick an assignment type, or pick an existing column under "Which ownership column do you want to use?".
  3. If the column you picked is refused, choose another column or another assignment type.
  4. If the owner column could not be created, try again. If the message returns, send the exact text to your ZoomInfo admin or account team.

A column in the routing request is not in the audience

Seller columns are chosen from the columns in the original audience.

  1. Reopen the wizard on the original audience.
  2. Under Column selection, choose columns that are still in the audience. A column that was deleted after you opened the wizard is refused.

The audience's routing setup cannot be found

The routing setup was removed or never saved.

  1. Reload the page to check the current state.
  2. If Route to sellers is available again, route the audience again.

If you see an error

  • "An activation config already exists for audience" followed by the audience. The audience is already routed. Use Sync now instead of routing it again.
  • "An activation sync is already in progress for config" followed by the routing setup and the audience. A sync has not finished. Wait for it, then click Sync now again.
  • "Activation config" followed by an id and "of audience" and an id and "cannot be modified while a sync is in progress". The routing settings are locked during a sync. Wait for the sync to finish.
  • "A child sheet already exists for this user under activation config" followed by the routing setup. The seller already has a copy. Open it from Shared with me.
  • "Cannot create a child sheet from another child sheet". You tried to route a seller's copy. Open the original audience.
  • "Audience" followed by an id and "is managed by an audience activation and can not be moved out of its folder". The audience is a seller's copy. Leave it in its folder.
  • "Activation config not found for audience" followed by the audience, or "Activation config" followed by an id and "not found for audience". The routing setup does not exist. Reload, then route the audience again if the option is available.
  • "This column has no routing configuration behind it. Pick another column or choose a different assignment type." The ownership column you picked was not created for routing. Choose another column or another assignment type.
  • "Activation config" followed by an id and "has no owner column to enrich". The routing setup has no owner column to fill. Route the audience again with an assignment type.
  • "Failed to create the owner column". The owner column could not be created. Try again.
  • "Failed to seed initial columns on child sheet". A seller's copy could not be given its starting columns. Click Sync now to try again.
  • "Invalid column present in the request". A column named in the request is not in the audience. Pick columns from the current audience.
  • "Folder not found for the given Id" followed by an id. The folder for the copies was deleted. Move the audience to a folder that exists, then try again.

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