Troubleshooting ajo-troubleshooting

In Adobe Journey Optimizer (AJO), modifying the default CSS blocks in the email header can lead to unexpected formatting issues—especially after removing content fragments. These issues are more noticeable on mobile devices and may result in layout shifts or styling inconsistencies. To prevent this, use the Themes feature to apply custom CSS safely without altering system generated CSS styles.

Refer to this troubleshooting article to learn how to resolve this issue.

Learn more about email formatting on this page.

In Adobe Journey Optimizer, fragments with editable fields may fail to load correctly or duplicate unexpectedly when added to templates. The problem typically affects specific fragments across environments.

Refer to this troubleshooting article to learn how to resolve this issue.

Learn more about customizable fragments on this page.

HTML fragments may fail to render properly in emails, often appearing as fragment IDs rather than actual content. Unlike visual fragments, HTML fragments require careful configuration. To resolve this, follow best practices for using both visual and HTML expression fragments in your email campaigns.

Refer to this troubleshooting article to learn how to resolve this issue.

Learn more about HTML fragments on this page.

When editing email templates in an unpublished journey, the content and templates of certain emails may unexpectedly disappear. This can cause rework and delays. To reduce the risk of this issue, avoid simultaneous edits, limit the number of open tabs, and save changes frequently.

Refer to this troubleshooting article to learn how to resolve this issue.

Learn more about templates on this page.

In ‘Code your own’ mode under the Edit Email Body feature, the Preheader input field does not appear. To include preheader text, users must manually code the preheader within their custom HTML content.

Refer to this troubleshooting article to learn how to solve this issue.

Learn more about Email preheader configuration on this page.

When adding an HTML component to an email template, links may behave differently depending on the email client, viewing mode, or device/browser. For example, anchor links can function differently in Outlook’s side-by-side view compared to full-screen view. Be aware of these variations when designing email templates and test across multiple clients and devices.

Refer to this troubleshooting article to learn how to solve this issue.

See also Email design best practices on this page.

Missing link tracking in Adobe Journey Optimizer occurs when email URLs use dynamic variables and don’t start with http, or when logic statements are placed in the URL field. To resolve this, ensure all URLs begin with http, avoid using logic in the URL field, and move complex personalization logic to the HTML content or pre-processed attributes.

Refer to this troubleshooting article to learn how to resolve this issue.

Learn more about email tracking on this page.

If you encounter a Mail Exchanger (MX) error while creating a channel configuration for an API-triggered transactional email campaign in Adobe Journey Optimizer, it may be due to DNS misconfigurations or DMARC policy limitations. To resolve this, ensure that your DNS is correctly configured and verify that your domain complies with Domain-based Message Authentication, Reporting, and Conformance (DMARC) requirements.

Refer to this troubleshooting article to learn how to resolve this issue.

Learn more about email DMARC policies on this page.

See also API-triggered campaigns documentation.

When implementing push notifications in Journey Optimizer, a single profile can indeed have multiple push tokens associated with different devices. During a push notification campaign, Journey Optimizer is designed to manage these tokens and ensure that the targeted profile can be reached across all associated devices.

Refer to this troubleshooting article to learn more about push token management.

Learn more about push configuration on this page.

If push messages are not redirecting to the intended web URL, it may be due to incorrect click action configuration or disabled push notification settings. Ensure that the click action for the push message is correctly set and that automatic display and tracking of push notifications are enabled to resolve this issue.

Refer to this troubleshooting article to learn more about this issue.

Learn more about push configuration on this page.

If a recipient responds STOP to an SMS, all future messages from that short number are blocked — including transactional messages. To guarantee uninterrupted delivery of transactional SMS, configure and send them through a separate short number that recipients have not previously opted out from.

Refer to this troubleshooting article to learn more about this issue.

Learn more about SMS opt-out configuration on this page.

Difficulties reporting on the In-app channel in Adobe Customer Journey Analytics often arise from misconfigured data views, datasets, or schema updates. Ensure these configurations are correctly applied to resolve the issue.

Refer to this troubleshooting article to learn more about this issue.

Learn more how to integrate Journey Optimizer analytics data in Customer Journey Analytics on this page.

See also the Journey Optimizer All-time reports documentation

Organizations provisioning new sandboxes in Adobe Journey Optimizer have raised questions about how Time-to-Live (TTL) settings apply to Profile and Data Lake datasets. This article clarifies that TTL settings do not affect existing sandboxes and are automatically applied only to newly provisioned ones.

Refer to this troubleshooting article to learn how to handle TTL.

Learn more about dataset Time-to-live on this page.

The number of processed entries in the Read Audience feature of Adobe Journey Optimizer can be lower than the expected audience count. This issue often arises due to incorrect namespace configurations, leading to profiles being excluded from journeys. The resolution involves checking and correcting namespace configurations, reviewing relevant documentation, and adjusting priorities to ensure smoother operations in Adobe Journey Optimizer.

Refer to this troubleshooting article to learn how to resolve this issue.

See also this article about outdated audience counts.

Learn more about the Read Audience activity in journeys on this page.

In Adobe Journey Optimizer, certain field values may not update correctly after running through an Update Profile activity in a journey. In some cases, updated fields can disappear or revert to their previous state. To address this, check for conflicting rules or conditions, review permissions settings, use a unique dataset for the Update Profile activity, and ensure no other ingestion process is writing to the same profile at the same time.

Refer to this troubleshooting article to learn steps to resolve this issue.

Learn more about the Update Profile activity in journeys on this page.

See also the Adobe Experience Platform documentation about Data ingestion.

The discrepancy can happen when the journey uses a previous day’s profile snapshot if the current day’s snapshot is not available at the time of journey execution.

Refer to this troubleshooting article to learn steps to resolve this issue.

Learn more in this Journey Optimizer Community post.

See also the Adobe Experience Platform Schedules API documentation to check when your daily job is scheduled.

Audience population problems can occur when components or resources are missing, often due to entitlement, provisioning, or permission misconfigurations. To fix these issues, start by verifying entitlements, ensuring correct provisioning, and reviewing permissions. If the problem persists, escalate the case and coordinate with support teams for a complete resolution.

Refer to this troubleshooting article to learn steps to resolve this issue.

Learn more about the Update Profile activity in journeys on this page.

See also the Adobe Real-Time CDP Profile documentation.

The Engageable Profiles metric reflects the number of unique profiles engaged by journeys or campaigns over the past 12 months. A sudden increase may result from large audiences being targeted or changes in datasets. To manage this, review the profile counting logic, investigate journeys targeting large audiences, filter audiences at the journey level, reduce the addressable audience size, and monitor dataset changes.

Refer to this troubleshooting article to learn steps to resolve this issue.

Monitor your organization’s license usage and engageable profiles using the License Usage Dashboard

See also the Adobe Experience Platform Query Service overview.

Emails may be sent to recipients who do not meet the specified audience criteria. For example, members with redemption dates before July 4th, 2025 may receive emails intended only for those after that date. This behavior can result from misconfigured audience segmentation or unexpected changes in profile qualification logic.

Refer to this troubleshooting article to learn steps to resolve this issue.

Learn more about date functions on this page.

Adding audiences to journey conditions may sometimes cause application crashes or display an Aw Snap error in Chrome, including errors when saving journeys. These issues are often related to Chromium services. To resolve them, apply a browser update or use an appropriate workaround.

Refer to this troubleshooting article to learn steps to resolve this issue.

When creating a new version of a journey, expressions in specific steps may be lost, causing errors and requiring manual re-entry. To resolve this, duplicate the journey, test for reproducibility, avoid browser reloads, and use the updated canvas for older journeys.

Refer to this troubleshooting article to learn steps to resolve this issue.

Learn how to duplicate a journey on this page.

Profiles may exit a journey unexpectedly without passing through a designated node when the condition checking feedback status of sent messages is misconfigured. To resolve this, review the condition logic, implement alternative logic, or consult with your implementation team.

Refer to this troubleshooting article to learn steps to resolve this issue.

See also Journey design guidelines.

Profiles may exit a journey unexpectedly when event capping occurs, causing some profiles to be discarded if the number of events processed exceeds system capacity. To reduce profile exits, understand the system limits, monitor for event spikes, and optimize data flow to prevent exceeding thresholds.

Refer to this troubleshooting article to learn steps to resolve this issue.

See also Journey guardrails.

Events may fail to trigger a journey even if all criteria are met when they are created through query services rather than being streamed to the Data Collection Core Service (DCCS). To resolve this, review the event configuration, ensure events are streamed directly to DCCS, and verify functionality using test mode.

Refer to this troubleshooting article to learn steps to resolve this issue.

Learn more about events on this page.

See also Journey Event guardrails.

If a journey stops triggering after modifications to its associated audience — such as changes to the merge policy — you may experience interrupted flows. To resolve this, duplicate and republish the journey with the updated audience settings to ensure triggers function correctly.

Refer to this troubleshooting article to learn steps to resolve this issue.

Learn how to duplicate a journey on this page.

Timeout errors can occur when a custom action calls an external third-party endpoint. To resolve this, verify that the endpoint is accessible, check server logs, ensure there is no blocking from Adobe, update endpoint configurations as needed, and test after updates. Also, be mindful of API call timeout specifications.

Refer to this troubleshooting article to learn steps to resolve this issue.

Learn more about Journey Throttling API on this page.

See also the Integration with external systems documentation.

To resolve this error, ask your administrator to verify that your user profile has access to the required data views for audience publishing, then try publishing the audience again.

Refer to the permissions documentation to learn steps to resolve this issue.

Issues with the Capping rules dropdown often occur when rule sets are misconfigured or inaccessible. Ensure that all rule sets are correctly configured and available to resolve the problem.

Refer to this troubleshooting article to learn more.

Learn how to apply capping rules in this section.

Difficulties creating offer collections often occur when catalogs have not been provisioned for your organization. To resolve this, verify that all required catalogs are correctly provisioned before attempting to create offer collections.

Refer to this troubleshooting article to learn steps to resolve this issue.

Learn more about offer collections on this page.

When integrating Adobe Target into an application using Adobe Journey Optimizer, the Offer Decisioning option may be inaccessible within the Datastream configuration. This typically occurs due to permission settings or provisioning constraints. To resolve the issue, verify user permissions and ensure the necessary provisioning is in place.

Refer to this troubleshooting article to learn steps to resolve this issue.

Learn more about required permissions for Offer Decisioning on this page.

In Adobe Journey Optimizer, a Message Validation Error (CJMMAS - 1069-500) linked to the multilingual feature prevents journeys from being set to Test mode or Published.

Refer to this troubleshooting article to learn steps to resolve this issue.

Learn more about multilingual content on this page.

To maintain data integrity and security when connecting to third-party systems, ensure that Transport Layer Security (TLS) v1.3 is enabled for your custom actions. This helps protect communications and prevents potential security vulnerabilities.

Refer to this troubleshooting article to learn more.

Learn more about multilingual content on this page.

In Adobe Journey Optimizer, dashboards cannot be created directly from queries. To build dashboards, use the available dashboard creation functionalities within Adobe Experience Platform, which allow you to visualize and analyze query data effectively.

Refer to this troubleshooting article to learn more.

Access errors when using the Query Service API via Postman or similar tools are usually caused by insufficient permissions. To resolve this, verify user permissions, check API credentials, and provide detailed information to support if needed.

Refer to this troubleshooting article to learn more.

See also the Manage API credentials documentation.