Error Code

Action/Reference

Who Can Take Action

Error message: The Creative Handle Id 352910054760635 specified in the row is not valid

The page is not connected to the Ad account in Facebook Native.

Connect the Ad Account and Page in Facebook Business Manager.

Customer

Facebook Error: The video is still encoding. Please wait for the status to be ready.

The error message occurs when uploading videos on our platform and the native first encodes the video and then generates the preview. In the case of large video files, the encoding step usually takes longer on native, thus resulting in the error message appearing at the creative level. This is not an issue.

To avoid these errors, the best method is to upload the video into DAM (Asset Management) and select the video while building the creative.

Customer

Facebook Error: View tag is restrictedly used. Please verify that you are using an approved account, application, and partner account if you are using Partner Category on targeting

Account in Native is not set up to use view tags.

Reach out to Facebook and have the account set up to use view tags and make sure the user who synced Ad Account has Admin or Advertiser access in Native.

Customer

Facebook Error: Field 'targeting_relax_option' is not available to your Ad account. Account re-addition may help here.

This appears when the user who added the Ad account in Sprinklr does not have permission to the Targeting being used.

Permission the user who added the Ad Account in Sprinklr to targeting.

Customer

Your user profile doesn't have permission to create or modify creatives. Please contact your account administrator for help.

This can be due to the user profile that is linked to the DCM application in Marketplace does not have the necessary permissions natively.

This link can be used to determine the current DCM profile roles and permissions.

Customer

The copy of the ad entity is stale, please try again to make changes and save it again.

The error message means that there were either multiple users trying to edit the ad at the same time or users had opened the ad in multiple tabs/windows due to which the changes were not registered.

Republishing the Ad helps.

Support

It looks like your ad may be for housing, employment, or credit opportunities, or you've included a multicultural affinity segment in your audience. If so, you'll need to certify that you'll comply with our policy prohibiting discrimination and with applicable anti-discrimination laws. Once you certify, we'll review any disapproved ads from the past three days. Typically, this review takes a few minutes. Approved ads will go live. You can visit Ads Manager to manage ad delivery.

This is given by Facebook as part of the company’s new advertising policy which clearly prohibits discrimination by spelling out that advertisers cannot discriminate against people based on “personal attributes such as race, ethnicity, color, national origin, religion, age, sex, sexual orientation, gender identity, family status, disability, medical or genetic condition. Facebook will identify housing, employment, and credit opportunity ads and determine if they either include or exclude multicultural advertising segments.

If the ads are, in fact, including or excluding these segments, Facebook says it will disapprove the ad.

References: Facebook Updates Ad Policies, Facebook Actions​

Source: Techcrunch

Customer

Facebook Error: One or more of the selections used in any of the following fields: "Fields of Study", "Schools", "Employers" and "Job Titles" are no longer available. Please select from available options and try again

The reason for this is that Facebook keeps on removing target values from time to time, based on their policy upgrades. Update targeting to align with Facebook best practices.

You will get the documentation available on the Facebook community for any new deprecation of a target value.

Customer

Facebook Error: This pacing requires a campaign with no day parting, channelErrorCode : 100, channelErrorType : OAuthException, errorCode : FACEBOOK_100

This error was a bug and has been fixed but if it shows up again, follow these steps:

Go to the Scheduling section in Ads Manager to set the schedule, and when it is set, the error should go.

When you need to change from scheduling back to delivery type, i.e Standard or Accelerated, you will need to go to the Bidding section after you remove scheduling and then set it.

Support

Facebook Error: View tag is restrictedly used. Please verify that you are using an approved account, application, and partner account if you are using Partner Category on targeting.

Not all partners are allowed to use View Tags. Only some partners are allowed to use view tags. Please verify that the user is using an approved account.

The approval and access are given by Facebook. Sprinklr does not have access to do that. The user needs to reach out to the Facebook team for this.

Customer

Error: User doesn't have the permission to create ads with this ad account

If the user who added the ad account does not have Admin or Advertiser access, this error will show up. We can verify and inform the user accordingly.

Please check the permissions for the user natively on Facebook and ensure that a user who is currently the Admin of the Ad account adds the Ad account into Sprinklr.

Learn more about Ad Account and Page permissions here.

Customer

Facebook error: Promoted object is required to use Messenger Placement

For Facebook Traffic and Conversion objectives on native, users cannot select Sponsored Messages as a platform position. The Sponsored Messages platform position has to be removed.

Customer

Facebook Error: The video is still encoding. Please wait until the status to be ready.

The error message occurs when uploading videos in Sprinklr; and the native first encodes the video and then generates the preview. In the case of large video files, the encoding step usually takes longer on native, thus resulting in the error message appearing at the creative level. This is not an issue.

To avoid these errors, the best method is to upload the video into DAM (Digital Asset Manager) and select the video while building the creative.

Customer

Facebook Error: One or more of the selections used in detailed targeting are not valid for ad targeting. Please select from available options and try again.', channelErrorCode: 100, channelErrorType: OAuthException, errorCode: FACEBOOK_100

The user needs to check if the targeting values used in the Ad Set are valid or not.

API Querying is required.

File a Support Ticket: tickets@sprinklr.com with error details to troubleshoot.

Support

Facebook Error: The link in this ad is either missing or invalid for Link Click Ads optimization. This could be because this ad needs to link external content (e.g., an advertiser's website), but this ad does not (e.g., it links to a Facebook page). Fix this error by making the link valid.

If the ad is of Website Clicks/Conversions objective, it means that the user is trying to create a website clicks ad or get conversions, which is created specifically to direct people to another website off of Facebook.

For this error, check if the creative is redirecting any other link outside Facebook or to the Facebook Page.

Please check the optimization set at the Ad Set level and the creative URL set at the Ad level.

Customer

Facebook Error: This account has been created too recently, or spends too little to be eligible for CPA ad creation.

User needs to create different Ads for this Ad Account to be able to use the feature of CPA Ad creation. This is how Facebook behaves. Since this is channel behavior, Sprinklr has no control over this.

Customer

Message: Error occurred while publishing video caption: Facebook Error: Unsupported post request. Object with ID '10210743432407562' does not exist, cannot be loaded due to missing permissions, or does not support this operation. Please read the Graph API documentation at https://developers.facebook.com/docs/graph-api

The error thrown is from the channel when the post or asset is eligible to be used in an ad. The user can request Support to query the API to check the details.

Support

Error message: 'Facebook Error: The budget for this ad set must be at least $$$. Please edit your budget in your ad set to enable delivery of your ads'.

This means that you will need to have a minimum budget of $$$ set per Ad Set to make sure that the ad delivery is consistent.

Edit Ad Set budget and reactivate. See here for the complete behavior.

Customer

Facebook Error: (#100) picture should represent a valid URL

Check the creation source of the Ad.

• If it is from import, check if the Image URL column in the import file is blank or not.

• If it is not blank and has some invalid value, then that is the cause of the issue.

The Image URL column needs to be blank in the import file.

Customer

Too Many Ad Sets The account (XXX) has reached the maximum number of ad sets (10,000)

This is a limitation from Facebook's end where an Ad Account can have up to 10,000 Ad Sets. Deleting the Ad Sets will resolve the error.

See here for more information.

Customer

Facebook Error: Ad Creative Creation Failed. The Creative could not be published due to an unknown error on Facebook. Please check Preview Section, check if by editing certain fields you can get the Preview, and then try again.

If the user was given access to the page using a business manager, the Business Management permission needs to be there in the token. Facebook has increased granularity of permission further with this as earlier it would come by default.

Sprinklr has added this scope when adding new accounts. Re-add the ad accounts/page for which these ads are failing and provide permission for appropriate businesses as needed.

See here for more information.

Customer

Facebook Error: The objective of the campaign requires creative with an external link or call to action. For this campaign objective, a creative is required to have either external link or Call to Action.', channelErrorCode: 100, channelErrorType: OAuthException, errorCode: FACEBOOK_100

If your campaign's objective is Website Conversions and you've selected a page post to be promoted without URL links, this error will occur. Facebook is trying to deliver results based on the URL in the ad, but your page post ad does not contain a URL.

Edit the Ad to have an external link or change the objective.

Customer

Facebook Error: No promotion object found. Please specify a promoted object for the ad set.

Usually, this error occurs when the ad objective is Conversion and a pixel is not selected.

To resolve this error, navigate to the Ad Sets and select the Conversion Pixel and Event in the Details section of the Ad Set. Next, save the changes and re-play the Ad Set.

Customer

Facebook Error: For this campaign objective, a creative is required to have either an external link or call to action.

If you're running a Conversions campaign, you need to add a Call to Action button; therefore, you need a Link Ad. If you have built a photo ad, then you cannot add the CTA.

Revise the creative to be a Link Ad or change the objective.

Customer

The product set in the creative must be consistent with the Ad Set's promoted object.

This error will occur if one of your Product Ads is connected to a product set that is different from the product set you used for your product audience.

Revise the product to align with the Ad.

Customer

Post Boosting failed with error- Reson: Connections targeting, excluded connections targeting and friends of connections is deprecated. Please Edit/Clone & Edit your audience.

Connections Targeting are no longer supported when creating/editing an Ad Set.

To resolve this either remove the connections from the Ad Set or use the option Convert to Audience which will convert the audience to a custom audience and save the Ad set and publish the campaign.

Customer

Facebook Error: Unfortunately, this ad cannot be edited because its ad set end date has passed.

The error occurs when the Ad is edited after the Ad Set is completed.

Provide a future end date for the Ad Set in the Budget & Schedule section, and try editing again.

Customer

Facebook Error: Domain required. All domains must be associated with a pair of pixel events and an advertisement. To publish this ad, select a new domain for your ad or configure a pixel event pair for your domain in the Event Manager

This error occurs in 2 scenarios:

1. When we have not selected any value under Conversion Domain in Sprinklr at the Ad level.

2. When the domain is allowed to get traffic for a particular pixel event on Native.

Follow the below steps to resolve this issue:

1. Navigate to Events Manager.

2. Select your pixel.

3. Click Settings.

4. Select Create allow list or Create block list from the drop-down menu under Traffic permissions.

5. Click on the button to confirm your selection.

6. Enter the domain you want to add to your list and click Next. You can also add domains to your list from the Top domain traffic table.

7. Click Confirm.

8. Repeat those steps for any other domains you want to add to your list.

9. Click Close.

Customer

Facebook Error: Unexpected Geo Locations. Page set targeting is not allowed in combination with other types of geo-locations targeting.

Geo-targeting combinations are not allowed.

Revise the geo-targeting and republish.

Customer

Facebook Error: Custom Audience Terms Not Accepted. To create or edit an ad with an uploaded customer list, please agree to the Custom Audience terms at https://business.facebook.com/ads/manage/customaudiences/tos/?act=257599498944173

The custom audience Terms of Service has to be accepted by the user who has added the ad account in Sprinklr.

Following is the process that needs to be followed:

1. The person who has added the ad account into Sprinklr needs to be the Admin of the ad account.

2. This same admin needs to accept the below link.

https://business.facebook.com/ads/manage/customaudiences/tos/?act=257599498944173

Customer

Facebook Error: Your selected video is still being processed to be used in an Ad. We will automatically perform a retry after 5 minutes to publish again. Meanwhile, we would like to inform you that no action is required on your side. The video is still being processed. Please wait for the video to finish processing before using it in an ad.

The video is still processing. No action is required.

Customer

Error Code

Action/Reference

Who Can Take Action

Facebook Error: Ad account has no access to this Instagram account. Please use an authorized Instagram account or assign an ad account to this Instagram account first.

The error usually occurs when the Instagram page is not linked to the ad account on native or a recognized user has not added the accounts into Sprinklr.

• Check the connection object for the ad account and see if the Instagram page is linked or not.

• The logic of the above point is that the user who is an Admin of the Facebook ad account, Facebook page, and Instagram account needs to add the accounts in Sprinklr for it to work properly.

See here for more information.

Customer

Message: 'Error occurred while updating ad set: Start time cannot be changed once LineItem has started'

Check the Ad Set status if it is Active. This is expected. The start time of an Active Ad Set cannot be changed. This error occurs when the start time was being adjusted after the Ad Set was Active and delivering.

Customer

Status cannot be set to Paused for Ad Variant.

A user cannot pause a promoted tweet. They can only pause at the Paid Initiative or Ad Set Level.

Previously when a user was pausing a promoted tweet, it was marked as deleted in the channel as X does not have the Pause status. Hence, Sprinklr has introduced a DP where users can pause the promoted tweet. This DP can only push already Active ads to Pause and not Draft ads to Pause.

Now, for promoted tweets, you can either delete them or you can pause them.

Support

Media referenced by media_id 974015295084838913 is transcoding

This happens when X has to transcode a video before publishing it. If the video is still 'processing' on their side when it's time to press "play" or go live, then you'll receive this error.

It is best to try back playing the ad in 15-30 minutes after that error to give X time to fully process the videos.

Customer

Cannot update disapproved X ad.

The ad has been sent to the channel for review and it has been disapproved from the channel end. Hence we show this error.

Once the ad is disapproved from the channel, X API will not allow the user to edit the ad. It's the expected behavior.

See here for more information ads approval from X.

Unfortunately, Sprinklr does not show the reasons for why the ads have been disapproved, as we do not get the information from the channel. Ads being disapproved is done at the channel end, and it is up to the channel as to why they think that the Ads cannot be approved.

Please reach out to X directly on the disapproved ads, and they should be able to provide you with more context on this.

Customer

Message: 'Error occurred while updating ad set - The resource you are accessing is locked. Please retry the request again later.

This is a rate limit error. The error should be temporary and the user will not see it after the rate limit clears out after some time.

It's best to try republishing the Ad in 15-30 minutes after the error. Or reach out to X to increase the rate limit.

Customer

Error occurred while publishing ad: Expected Long, got "temp_1183128878" for tweet_ids'

The post failed to publish. Check ad and republish the Ad.

Customer

Keyword(s) was not found

This error occurs when X does not have data on the supplied keywords; then they will not provide a reach estimate. This is the case for any keyword in the targeting list for which X does not have any information, then the same behavior will occur where the reach estimate will throw an error.

Customer

Language Code cannot be empty if there is a subtitle associated with the video for X

This error occurs when the Language for the subtitles has not been selected.

Follow the steps to resolve this issue:

1. Edit the creative

2. Go to the video, and select Add Caption, i.e. 'CC'.

3. Select the language for the subtitles, and save.

4. Review changes, and change the status of the ads to Active.

Customer

LinkedIn Error: Error occurred while publishing ad set - Fail to retrieve update. Could be a temporary failure. Reference, Fail to retrieve update. Could be a temporary failure.

This is a temporary channel issue. Republishing the ad will set it live.

Customer

Message: LinkedIn Error: Error occurred while publishing ad - /reference value urn:li:ugcPost:6529729987069702144 does not exist, /lifecycleState value PROCESSING is not active, /lifecycleState value PROCESSING is not active.

This is appearing from LinkedIn because the videos used in the Ads are not being processed before being used in the Ad.

The Ads will publish if you use existing video posts that are already published on the channel. You can use existing video posts that are already published to create LinkedIn Video Ads. The behavior is specific only when you're creating a new video creative for a LinkedIn Video.

To avoid these errors, the best method is to upload the video into DAM (Asset Management) and select the video while building the creative.

Customer

LinkedIn Error: Error occurred while creation of AdDirectSponsoredContent to link UGC Post to LinkedIn AdAccount - Field Value validation failed in REQUEST_BODY: Data Processing Exception while processing fields [/contentReference]

The error is thrown by channel when the ad format selected at the Ad Set level is different than the post type used at the Ad level.

Customer

LinkedIn Error: Error occurred while publishing creative - Internal Server Error

The Ad name is missing.

Customer

Error occurred while publishing post - Error occurred while publishing post - Authorization error: Invalid/Expired Token. Please re-add the account.

Error publishing post. The Page needs to be re-added to Sprinklr.

Customer

Message : 'Validation failed because {reason=MISSING_FIELD, field=billingReference, batchIndex=0, type=MISSING_FIELD, message=campaign billingReference is required but missing, parameters={field=campaign billingReference}}, {reason=CONDITIONAL_INVALID_VALUE, field=status, batchIndex=0, type=INVALID_VALUE, message=/status cannot be set to ACTIVE if account status is set to DRAFT, parameters={accountId=503106126, field1=/status, value2=DRAFT, value1=ACTIVE, field2=account status, key=}}', channelErrorCode : null, channelErrorType : null, errorCode : null

The error message appears at the Ad level because the Ad Account is in Draft state and hence cannot be used to create Ads.

Make the ad account Active on LinkedIn natively and then re-add the account into Sprinklr to be able to create Ads.

Customer

Message : 'Could not publish Post: UnExpected error while creating short url using Po.st., errorCode : UNKNOWN_ERROR

The Website URL in all the ads has an extra http:// causing the error and not allowing the creative to publish.

Check the ad variant creative and see what is incorrect in the content. Once you remove the extra http://, save the changes, and play the ad.

Customer

LinkedIn Error: CampaignGroup cannot be set to urn:li:sponsoredCampaignGroup:618491483

This is a permission error and occurs when the user has no access to the account through which the campaign group is published and access for this account has been revoked for the user whose access token is used to make API calls.

The user who has Account Manager access in Native and Direct Sponsored Content Poster to the Page needs to re-add the Account in Sprinklr.

Customer

Error occurred while publishing post - Error occurred while publishing post - Authorization error: Invalid/Expired Token. Please re-add the account.

Channel invalid access token error.

The user who has Account Manager access in Native and Direct Sponsored Content Poster to the Page needs to re-add the Account in Sprinklr.

Customer

Error occurred while publishing post - Error occurred while publishing post - com.linkedin.content.common.ResponseException: denied by [resource: organizationUgcAuthorizations => responseStatus: DENIED]

Channel invalid access token error.

The user who has Account Manager access in Native and Direct Sponsored Content Poster to the Page needs to re-add the Account in Sprinklr.

Customer

LinkedIn Error: Error occurred while publising ad set - /unitCost/amount value 0 cannot be lower than 21.0

Change the bidding amount. Make sure that the bidding amount is not greater than the budget that you have set.

Customer

message : 'Undefined status for Linked In Deleted

The LinkedIn channel does not have Delete status for Ads on the native and hence the error.

Customer

LinkedIn error. {/format, /type, /optimizationTargetType, /CostType, /offsiteDeliveryEnabled, /audienceExpansionEnabled} cannot be set to {STANDARD_UPDATE, SPONSORED_UPDATES, MAX_CONVERSION, CPM, false, false}

This error is coming from the channel stating the optimization details you have selected are not supported with each other.

For more information regarding this please visit this link for validations based on the objective type and format.

Customer

LinkedIn Error: Error occurred while creation of AdDirectSponsoredContent to link UGC Post to LinkedIn AdAccount - Field Value validation failed in REQUEST_BODY: Data Processing Exception while processing fields [/contentReference]

Ad format type that is set at Ad Set level for the ads is different than the post type used in the ads.

Edit the ad format type at the Ad Set to align with post type.

Customer

LinkedIn Error: Error occurred while publishing creative - Video must have aspect ratio value

This error occurs when the aspect ratio of the asset is not as per the channel's specifications.

Edit the asset to be in the correct aspect ratio.

Customer

LinkedIn Error: Error occurred while publishing creative - Internal Server Error

Ad name is missing.

Include and verify the ad name and re-publish the ad.

Customer

LinkedIn Error: Error occurred while publishing paid initiative - /CampaignGroup/account value urn:li:sponsoredAccount:id does not exist Viewer may not have permission UPDATE on entity Campaign Group

The user who added the ad account in Sprinklr only has Viewer permission.

The user who has Account Manager access in Native and Direct Sponsored Content Poster to the Page needs to add the account in Sprinklr.

Customer

LinkedIn Error: Error occurred while publishing ad - Direct Sponsored Content is not created by the account

The user who added the LinkedIn ad account in Sprinklr doesn't have Admin access to the company page natively or needs to have the Direct Sponsored Content Creation (DIRECT_SPONSORED_CONTENT_POSTER) permission on the LinkedIn channel to the Company page.

The user who has Account Manager access in Native and Direct Sponsored Content Poster to the Page needs to add the account in Sprinklr.

Customer

LinkedIn Error: Error occurred while publishing ad set - urn:li:adTargetingFacet:jobFunctions cannot be set in targeting as it is incompatible with other targeting facets urn:li:adTargetingFacet:titles cannot be set in targeting as it is incompatible with other targeting facets.

Job Functions can't be used in AND fashion with Job Titles. To avoid this we have now greyed out the option to select both together.

You will need to revise the targeting.

Customer

CampaignGroup cannot be set to urn:li:sponsoredCampaignGroup<campaign group id>

This error occurs if the user who has added the ad account does not have Admin access or Direct Sponsored Content Creation (DIRECT_SPONSORED_CONTENT_POSTER) permission to the company page. It can occur after publishing the ad if the access has been revoked natively.

The user who has Account Manager access in Native and Direct Sponsored Content Poster to the Page needs to add the account in Sprinklr.

Customer