Overview
You may see an error when you try to sync a Knak email to Oracle Responsys. This article explains the most common errors, why they happen, and how to fix them.
This article covers these errors:
Campaign has empty data sources
FOLDER_NOT_FOUND (404)
Responsys couldn’t update the campaign
Error: Campaign Has Empty Data Sources
You may see this message when you try to sync your email:
Campaign has empty data sources and can not be updated. Check and re-save data sources in Responsys.
This error can appear even if your campaign shows one or more data sources. In many cases, the Responsys user interface displays data sources correctly, but the campaign configuration stored in the background is empty.
Saving the campaign refreshes the data source configuration. This usually resolves the sync issue.
Resolve the Issue
Follow these steps to refresh the campaign data sources.
Open Oracle Responsys.
Navigate to the campaign that you are trying to sync from Knak.
In the Email Message section, click Data Sources.
Click Save. No changes are required.
Return to Knak.
Retry the email sync.
Why This Happens
The Responsys interface can display configured data sources even when the campaign’s background configuration is empty.
Saving the campaign updates the stored configuration. This allows Knak to detect the data sources during the next sync attempt.
Error: FOLDER_NOT_FOUND (404)
You may see this message when you try to sync your email:
Failed to Sync, Responsys reported the following error: /contentlibrary/z_knak/[campaign]/[asset name] — FOLDER_NOT_FOUND
Resolve the Issue
Remove the forward slash (/) from the asset name, or from the name you sync it as. For example, change “10/30” to “10-30”.
Sync the email again.
Why This Happens
The name you sync the asset as has a forward slash (/) in it. Responsys reads a forward slash as a break between folders, so it looks for a folder that does not exist.
For example, a name like “responsys link table test 10/30” makes Responsys look for a folder named “responsys link table test 10”. It then looks for an item named “30” inside that folder.
Error: Responsys Couldn’t Update the Campaign
You may see this message when you try to sync your email:
Responsys couldn't update the campaign: [campaign]. Please check in Responsys for any errors listed on the campaign (e.g. missing profile list).
Resolve the Issue
Open Oracle Responsys.
Navigate to the campaign named in the error message.
Check the campaign for any errors, such as a missing profile list.
Fix the errors and save the campaign.
Return to Knak.
Retry the email sync.
Why This Happens
Responsys found a problem with the campaign and could not accept the update from Knak. The problem must be fixed in Responsys before the sync can work.
If the Issue Continues
If these steps do not resolve the problem:
Confirm that your campaign includes the required data sources.
Check that your asset name, and the name you sync it as, do not include a forward slash (/).
Check the campaign in Responsys for any listed errors.
Verify that your Responsys integration is connected correctly.
Try syncing again after refreshing the campaign.
For more information about connecting Knak to Responsys, see Responsys Integration.
Need more help? Contact support via live chat within Knak using the chat bubble in the bottom right corner or email support@knak.com.