If an error occurs within a Scheduled or In Progress Journey, an email notification will be sent to the Journey creator and the Journey will move to the Error status. Journeys in this status will essentially be on hold until the Journey is removed and the error is resolved.
Below, common error messages are listed along with the steps available to resume your Journey and resolve the error.
Audience Errors
unexpected exception processing Journey queue (java.lang.RuntimeException: Unable to build audience for external file source:
This error will occur if an issue was found with one of your external Audience Source files. This can often be caused by a duplicate Email Address or Customer Id column in your file.
To resolve this error and resume your Journey, open the Journey and select Resume from the status selector beside the Error status.
Once resumed, your Journey will revert to the Published status and you can now upload a revised file to the Audience element. To revise your file, remove or rename the duplicate column.
After uploading your revised file, you can reschedule your Journey.
Alternatively, this error may occur if an Internal File is used but cannot be found. This can be the case if your Internal File has expired. Internal Files are only stored for 45 days for non-audited deployment types and 90 days for audited deployment types.
To resolve this error you will need to create a new internal file. You can then resume your Journey by opening the Journey and selecting Resume from the status selector beside the Error status.
Once resumed, your Journey will revert to the Published status and you can now select your new internal file and reschedule your Journey.
Audience Suppression Source,”[Suppression Query Name]”,could not be found
This error will occur if the Audience Suppression query has been deleted.
To resolve this error and resume your Journey, open the Journey and select Resume from the status selector beside the Error status.
Once resumed, your Journey will revert to the Published status and you can select or create a new suppression query.
After your new suppression query is selected, you can reschedule your Journey.
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