Common Publishing Errors
Updated
While publishing from the sprinklr platform some time posts fail due to some error w.r.t the channel. In sprinklr we have a list of some common errors which we generally receive from the channel end due to some ‘N’ reason like User account is not active or having permissions issue etc. Let's discuss the most common publishing errors we get from social channels, along with recommendations to fix them.
Please refer to the below-mentioned table for all the common error w.r.t channels along with the recommendation to fix them.
Error | Solution |
The post failed with the Facebook API exception "(#551) This person isn't available right now" | This error means that the Brand cannot reach the person. It might be because the recipient has closed the chat or blocked the brand page. Due to user privacy settings on Facebook if some Facebook users delete a conversation from Brand then the user would have to re-initiate the conversation with you, for you to be able to message them again. Unfortunately, this is something that is being fetched from the Facebook API and no action could have been taken to prevent this from occurring as this behavior is expected when the user blocks or deletes the conversation. Moreover, this error is likely to occur even when replying to this private message natively from Facebook. |
The posts failed with the Facebook API exception "(#200) User does not have sufficient administrative permission for this action on this page. If the page business requires Two Factor Authentication, the user also needs to enable Two Factor Authentication" | This error comes directly from Facebook. You wouldn’t be able to natively publish to the page as well since Facebook needs you to complete the authorization. In an effort to increase accountability of Pages, Facebook is requiring people who manage high potential reach Pages to get authorized to publish as their Page. For more information about Facebook Page Authorization. This is not a Sprinklr enforced error and is something that is coming directly from the channel end. Once you complete the authorization steps and re-add the account back to Sprinklr, then only you will be able to publish properly. |
Error | Solution |
Instagram PSID profile not found. | This error means that the Brand cannot reach the person. It might be because the recipient's direct message is not present natively. This is something that is being fetched from the Facebook API and no action could have been taken to prevent this from occurring as this behavior is expected when the user deletes the conversation natively. this from occurring as this behavior is expected when the user blocks or deletes the conversation. Moreover, this error is likely to occur even when replying to this private message natively from Facebook. |
"We are currently experiencing a disruption with this channel API." | This error shows up when the channel API server is down for a few minutes or a few hours. Unfortunately, Sprinklr has no control over the same. The resolution to this error depends on the API server coming back to normal, which can be a matter of a few minutes or a few hours. Unfortunately, Sprinklr has no control over the same. You can try to recall and republish the post, the post should be published after some time. However, if it doesn't, the ideal solution we can provide you here would be to retry publishing after some time. |
"USER is restricted, The Instagram account is restricted." | You can ask the native admin of the account to log in to the native Instagram account and re-add the account into Sprinklr. This should ideally resolve the issue. In case the issue persists even after re-adding the account, kindly try publishing natively from the same Instagram account. |
Instagram replies failed due to the error “Mentions are not allowed per target user's settings - Please remove the invalid mentions.” | This error message generally occurs when the user's privacy settings don't allow mentioning them while replying. This is configured by the user and Sprinklr does not have any control over it. We request that you please remove the @mention of the user and try to re-publish. |
Please unlink and then link back your Instagram Business account with your Facebook Page natively. You must be an admin of the linked Facebook page. | This error means that the Facebook and Instagram accounts need to be re-added and re-linked which will resolve this issue. Please ask one of the admins that own these accounts to re-add them into Sprinklr and re-link them. Please find below the detailed steps that need to be performed by an Admin:
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“Aspect ratio must be between 0.8 to 1.91.” | This error comes directly from the Channel API when the media specifications are incorrect. The dimensions of the image recommended by Channel API are: Landscape image is 1080x566px, Portrait image is 1080x1350px, Square image is 1080x1080px: |
Error | Solution |
To protect our users from spam and other malicious activity, this account is temporarily locked. | If you logged in to your respective account and see a message that your account had been locked for security purposes, this means that Twitter has detected suspicious behavior and it appears as though your account may have been compromised. This is a channel API error that is generated from Twitter. To resolve this issue, the admins are required to unlock the account. Sprinklr will not have control over it as this is as per the Twitter channel mechanism due to the algorithm present at the Twitter end. |
"AccessForbiddenException: Exception while processing request for accountId: 4352 Channel Type: TWITTER Message: 403:The request is understood, but it has been refused. An accompanying error message will explain why. message - You cannot send messages to this user". | This error is observed when the brand cannot reply to a fan due to the fan's privacy settings. Very likely the fan does not have the setting turned on to receive the DMs from everyone. Additionally, sending a DM to anyone depends completely on the respective receiver's privacy settings. — If the Twitter profile follows the brand account, then the brand can send DMs without any issues. — If the Twitter profile does not follow the brand account, but has settings turned on to receive DMs from anyone, then the brand can send DMs as well. However, if none of these two are in place, DMs are not allowed. From within Sprinklr, as soon as you try to respond to a DM, an API call to the channel is made to check the following profile status to confirm if the DM is allowed. If the permissions are in place, no warning is seen and the DM option remains and can be published. However, if the DM is not allowed, the warning shows up in most of the cases and defaults to reply instead. |
Error | Solution |
LinkedIn post failed with an error "Target audience does not meet 300 follower minimum". | This error is seen when a user targets locations that have less than 300 followers. LinkedIn does not allow you to target locations if they have less than 300 followers at this time. So for example, if location: London had less than 300 followers then this error would come up. Additionally, the validation is added directly from LinkedIn, we will not have control over the reported error. |
The post failed with an error “Video failed to process on LinkedIn”. | This error typically occurs when there is an intermittent issue with the API or having a downtime at the moment of publishing. The resolution would be API coming back to normal. Please try to recall and republish the post & it should be published successfully.. However, if it doesn't, the ideal solution we can provide you here would be to retry publishing after some time. Note that no action could have been taken to prevent this from occurring as the error is coming directly from Channel API. |
The LinkedIn Post failed to publish due to "Authorization error: Invalid/Expired Token. Please re-add the account". | It is currently expected for LinkedIn channel tokens to get expired and changed every 60 days. This is channel behaviour. When this error comes up please escalate this issue to the account administrator so they can re-add the account. |
The post failed with the error: "unable to upload asset in Linkedin in uploadURL". | The reason the post failed in Sprinklr is that it is not processing on native channel too. No steps can be taken to prevent it as the issue is coming directly from the channel. |
Bazaarvoice
Error | Solution |
Hub name empty for the account, cannot publish client response | This error is seen when there is a native requirement to re-configure the hub name. |
Error | Solution |
The posts failed with the Pinterest API exception"Sorry! We blocked this link because it may lead to spam" Pinterest does not allow the use of most shortening services such as bitly, po.st, and awe.sm. This is true for pins made on pinterest.com and 3rd party applications such as Sprinklr. As a result, the post fails. Thus, when publishing on Pinterest we recommend you to use the complete link to avoid failures. | The posts failed with the Pinterest API exception"Sorry! We blocked this link because it may lead to spam" Pinterest does not allow the use of most shortening services such as bitly, po.st, and awe.sm. This is true for pins made on pinterest.com and 3rd party applications such as Sprinklr. As a result, the post fails. Thus, when publishing on Pinterest we recommend you to use the complete link to avoid failures. |
Improvements in Error Messages
Current Message | Improved Message | Channel |
The audio bitrate of the video must be less than 128.0 kbps. | The audio bitrate of the video must be less than 128.0 kbps! Re-try publishing using the correct media specifications. Know more. | |
For security reasons, your account has limited access to the site for a few days. If you have any questions, please contact our Help Center. | Account authorization revoked by Facebook! A page admin must complete Facebook’s authorization process. Please re-try publishing after following these steps. | |
This video type is not supported. Please check specifications for supported video streams format. | Media failed to upload on Instagram! Re-try publishing using correct media specifications. Know more. | |
Unexpected Error | API Key permissions for this account are revoked by Apple! To continue publishing, Please regenerate the API key and re-add the account in Sprinklr. | |
Unexpected Error | An unexpected error occurred, likely due to a temporary channel outage. Please re-try publishing after a short while. | NA |
Unexpected Error | Media failed to upload on X! Re-try publishing using correct media specifications. | |
Unknown Upload error on Instagram. Please try again! | Media failed to upload on Instagram! Re-try publishing using correct media specifications. Know more. | |
Video width cannot be larger than 1920 pixels | Video width cannot be larger than 1920 pixels! Re-try publishing using correct media specifications. |