Documentation

Profile Service failure during record delete request in AEP

Last update: Thu Feb 05 2026 00:00:00 GMT+0000 (Coordinated Universal Time)

When a record deletion job starts in Adobe Experience Platform (AEP), the Profile Service component fails during processing. Failed requests are automatically retried, and the status can change to Request Completed after successful retries. To resolve the issue, monitor work order status and allow system retries within the service window.

Description description

Environment

  • Product: Adobe Experience Platform
  • Scenario: Data hygiene deletion jobs initiated via API or UI

Issue/Symptoms

  • Deletion requests initiated through the API display as work orders in the Data Lifecycle UI for tracking.
  • No supported method exists to stop or cancel a deletion job once it reaches the Executing state.
  • The Profile Service component often shows a Failed status during processing, which later changes to Request Completed after automatic system retries.
  • Profiles targeted for deletion intermittently appear and disappear in the Profile Store while the job is in progress, reflecting backend retry operations.

Resolution resolution

Follow these steps to address this issue:

  1. Submit the deletion job through API or UI and note that cancellation is not supported once the job enters execution.
  2. Monitor work order status in the Data Lifecycle UI; failed Profile Service components are retried automatically.
  3. Allow up to 30 days for Hygiene Identity Delete jobs to complete within SLA (Service Level Agreement).
  4. Check status updates regularly; failed requests often resolve successfully after retries.
  5. Confirm completion when the work order status changes from Failed to Request Completed.

Note: Customer-initiated deletion jobs cannot be stopped once processing begins. Automatic retries handle transient Profile Service failures within expected timeframes.

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