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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Error Status Reason in...
Customer Insights - Journeys forum

Error Status Reason in Customer Journey

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Posted on by Risa Dela Paz 5

Hello,

Has anyone experienced "Error" on the Status Reason when creating a Customer Journey record? See screenshot below. I am assuming the error has something to do when I used my own Subscription Center and Content Settings record because all the other Customer Journey records I created ran just fine when I used the default subscription center and content settings available in the marketing app.

Anyway, I followed the step-by-step instructions found here for creating a new subscription center and content settings so I am not sure if I did something wrong or if this reference already outdated.   https://blogs.technet.microsoft.com/lystavlen/2018/04/23/subscription-center/

Any ideas or suggestions how to check this error is much appreciated!

    

2019_2D00_01_2D00_04_5F00_09h52_5F00_07.png

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  • megcda Profile Picture
    megcda 2,192 on at

    Hi Risa,

    Can you please add a screenshot of the Customer Journey tiles and explain what you were trying to do in the journey when you got this error?

    Thanks,

    Megan

  • Risa Dela Paz Profile Picture
    Risa Dela Paz 5 on at

    Hi Megan,

    I created a very simple customer journey because my intent is just to test how to setup my own subscription center and content settings. My customer journey has 2 tiles: 1st tile is for a static segment and 2nd tile is to trigger the marketing email message containing a newsletter the contacts will receive. My email message contains a manage subscription link pointing to the subscription center I setup. 

    2019_2D00_01_2D00_07_5F00_10h10_5F00_44.png

  • Suggested answer
    ShaileshJain Profile Picture
    ShaileshJain Microsoft Employee on at

    I assume you attempted to golive with this journey, and it went into error state instead of actually going live.

    Error state on journeys represent that the journey would not execute any further due to some internal error. Its not possible to recover from this state via user actions, raising a support ticket is the best path to get to the real reasons, as it would need detailed investigations. Ideally, any issue with subscription center would show up as an issue at email itself, and the invalid email would never golive.

    are you able to go live with a new journey built on similar lines using the same identical email? is that also going to error state? in either case it would be a good data point for investigations.

  • Risa Dela Paz Profile Picture
    Risa Dela Paz 5 on at

    Hi ShaileshJain,

    Your assumption is right that the journey never went live. It directly went to error state.

    And to answer your question: Yes, I am able to go live with a new journey using the same email. It works fine as long as I use the default content settings and subscription center available in the marketing app. If I use the my own content settings and subscription center in a customer journey, that's when I encounter the error.

    Anyway, thank you for the additional input. I guess I have to to create a Microsoft ticket then to identify the exact root cause and possible resolution.

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