Customer Journey dropping Dynamic Segment

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We're having trouble with segments dropping from our live journeys, the error message that we get is that a segment with the id doesn't exist.

We have tried remapping the segment, it will successfully add to the journey and then eventually it will drop the segment with the same error message.

Typically I would assume that not being able to find the segment with that record idea means it has been deleted, but no one is deleting the segments in question and we can easily find and re-map to the journey.

Does anyone know why after mapping a segment to a journey the record id of that segment would cease to exist?

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Leah Ju Microsoft Employee on at

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Hi Partner,

It's so strange。

In my environment, all are ok:

In your screenshot, I noticed that the paragraph lookup column shows (no name) instead of name.

Is there an attempt to populate other segment records? Is this true for all segments? Or only specific ones?

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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Community member 6 on at

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Hi Leah Ju

It is very strange, so far it is being reported for a range of segments which are used to set segment based dynamic content within an email and to support customer journey branching.

When we map the segment to the journey/email it shows with the name of the segment, after hours/days (it's random how long it takes) the segment will be dropped with the 'No name' and error message about being unable to find the record ID OR when used in email dynamic content management and error message saying 'invalid condition' which when we reset the email to draft and review the dynamic content settings it indicates the segment has 'No name'.

In all cases we can locate and remap the segment, but inevitably it drops.

The only thing that is 'unique' about our environments is that originally the marketing team were solely using outbound marketing before pivoting to real time marketing, this does mean that all their segments have been built in the outbound marketing module and then put into use in real time marketing journeys...

This is how the issue presents in email based dynamic content:

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Leah Ju Microsoft Employee on at

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Hi Partner,

You mentioned : all their segments have been built in the outbound marketing module.

Maybe that's why, but I don't have the Outbound Marketing module in my test environment to test and verify.

You could try creating a segment in real-time marketing and see if the same thing happens.

In fact, according to the documentation, we can use segment from outbound marketing in real-time journeys, just make sure the audience is contacts.

I suggest you create a support ticket with the Microsoft support team to confirm if there are any updates that are causing this situation
Get Help + Support - Dynamics | Microsoft Docs

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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