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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Dynamics Customer Jour...
Customer experience | Sales, Customer Insights,...
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Dynamics Customer Journey E-Mail blocked due to "Contact deleted" reason

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Posted on by Newmayer2384 2

Hi,

I defined a segment with specific conditions, within the segment a got a total count of 1 contact (just created the contact for test purposes).

Somehow the customer journey insights show that the e-mail was blocked due to the reason "contact deleted" that is irretating since the contact is active (Status Active).

Did this occur to someone else too? I am not sure how to fix this since the contact clearly exists with a status of active.

pastedimage1649841738579v1.png

pastedimage1649841770225v2.png

pastedimage1649841860618v3.png

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  • Suggested answer
    Nya Profile Picture
    Nya 29,060 on at
    RE: Dynamics Customer Journey E-Mail blocked due to "Contact deleted" reason

    Hi,

    Here is the definition of the category - 

    Contact deleted: The target segment included a contact that has since been deleted.

    It doesn't seem to fit your description.

    Please try the followings and feedback the results to me：

    1. Use the Send Now button to send the email to the contact
    2. Send another marketing email to the contact with customer journey
    3. Send the original email to another contact
  • Newmayer2384 Profile Picture
    Newmayer2384 2 on at
    RE: Dynamics Customer Journey E-Mail blocked due to "Contact deleted" reason

    Hi Nya thanks for reaching out!

    I set up two customer journeys with different e-mails and contacts, I will let you know as soon as the start at 9:45.

    One thing: When I try to use the "Send Now" feature it always fails at the last step "creating the journey..." then I receive an error " Failure to to create the customer journey". Do you know why this is happening?

  • Nya Profile Picture
    Nya 29,060 on at
    RE: Dynamics Customer Journey E-Mail blocked due to "Contact deleted" reason

    Hi,

    It's most likely caused by there is a relationship (dynamic content) in the email so they cannot be sent with "Send Now".

    For example, there is a button containing the calendar or something like it of an event. It is related to the registrations of the event.

  • Newmayer2384 Profile Picture
    Newmayer2384 2 on at
    RE: Dynamics Customer Journey E-Mail blocked due to "Contact deleted" reason

    When I started a journey I also got this error, happens sometimes

    Exception Message: An unexpected error occurred from ISV code. (ErrorType = ClientError) Unexpected exception from plug-in (Execute): Microsoft.Dynamics.Crm.MarketingPlugins.Plugins.CustomerJourney.CustomerJourneyPublishPlugin: System.TimeoutException: Couldn’t complete execution of the Microsoft.Dynamics.Crm.MarketingPlugins.Plugins.CustomerJourney.CustomerJourneyPublishPlugin plug-in within the 2-minute limit.

    ErrorCode: -2147220956
    HexErrorCode: 0x80040224

    HelpLink: go.microsoft.com/.../

    TraceText:
    [Microsoft.Dynamics.Crm.MarketingPlugins: Microsoft.Dynamics.Crm.MarketingPlugins.Plugins.CustomerJourney.CustomerJourneyPublishPlugin]
    [ff189cfa-2203-e711-80db-00155d4b2640: Microsoft.Dynamics.Crm.MarketingPlugins.Plugins.CustomerJourney.CustomerJourneyPublishPlugin: Update of msdyncrm_customerjourney]


    2022-04-20T07:16:39.3440590Z :: Creating DependencyStrategy for Stage: 192350006 and StatusCode: 192350006
    2022-04-20T07:16:39.3596855Z :: Starting to execute dependency mark as live strategy on Campaign Id 256fc4ba-79c0-ec11-983f-0022489d7e6b
    2022-04-20T07:16:39.3596855Z :: Dependency entity 2f6fc4ba-79c0-ec11-983f-0022489d7e6b from 256fc4ba-79c0-ec11-983f-0022489d7e6b is about to be marked as live.
    2022-04-20T07:16:39.3909368Z :: Dependency entity with id 2f6fc4ba-79c0-ec11-983f-0022489d7e6b was marked as live.
    2022-04-20T07:16:39.3909368Z :: Dependency entity 306fc4ba-79c0-ec11-983f-0022489d7e6b from 256fc4ba-79c0-ec11-983f-0022489d7e6b is about to be marked as live.
    2022-04-20T07:16:39.4065673Z :: Dependency entity with id 306fc4ba-79c0-ec11-983f-0022489d7e6b was marked as live.
    2022-04-20T07:16:39.4065673Z :: Dependency entity 316fc4ba-79c0-ec11-983f-0022489d7e6b from 256fc4ba-79c0-ec11-983f-0022489d7e6b is about to be marked as live.
    2022-04-20T07:16:39.4690630Z :: Dependency entity with id 316fc4ba-79c0-ec11-983f-0022489d7e6b was marked as live.
    2022-04-20T07:16:39.4690630Z :: Executing of dependency mark as live strategy finished
    2022-04-20T07:16:39.5315584Z :: Created Customer Journey runtime state for Customer Journey 256fc4ba-79c0-ec11-983f-0022489d7e6b before publishing.
    2022-04-20T07:16:39.5471835Z :: Get request body started for campaign Id = 256fc4ba-79c0-ec11-983f-0022489d7e6b.
    2022-04-20T07:16:39.5471835Z :: Status reason updated to 192350006.
    2022-04-20T07:16:39.5471835Z :: State updated to 0.
    2022-04-20T07:16:39.5628129Z :: StartDate updated to 2022-04-20T07:45:28.0000000Z, EndDate updated to 2022-05-18T09:14:28.0000000Z.
    2022-04-20T07:16:39.5628129Z :: Request properties updated from attribute reader.
    2022-04-20T07:16:39.5784392Z :: PublishContext properties updated from attribute reader.
    2022-04-20T07:16:39.5784392Z :: ContentSettingsId and InternalPublishingTimestamp properties updated on the request model.
    2022-04-20T07:16:39.5784392Z :: Removing SuppressionSegmentDciName and SuppressionSegmentId on the request model.
    2022-04-20T07:16:39.5784392Z :: RequiredConsent and Scope updated.
    2022-04-20T07:16:39.5784392Z :: OwningBusinessUnit updated.
    2022-04-20T07:16:39.5940624Z :: Request configuration value is not present in Organization Configuration. Namespace: Ui; Key: CustomerJourneyCustomFields
    2022-04-20T07:16:39.5940624Z :: Returning default value of type 'System.String, exception thrown when retrieving key 'CustomerJourneyCustomFields' of namespace 'Ui' from organization configuration: Request configuration value is not present in Organization Configuration. Namespace: Ui; Key: CustomerJourneyCustomFields
    2022-04-20T07:16:39.5940624Z :: TimeZone, RequestId and CustomFields updated.
    2022-04-20T07:16:39.5940624Z :: Retrieving systemuser entity with systemuserid = c6abe83a-bd46-ec11-8c62-000d3ab8e9ae.
    2022-04-20T07:16:39.6096864Z :: Retrieving AADUserId on the request model - user has 2 attributes.
    2022-04-20T07:16:39.6096864Z :: Using endpoint alias: OutboundMarketing, using default: True.
    2022-04-20T07:16:39.6878153Z :: Making call to service using method POST with CorrelationId: 99e437b1-b4d2-43a4-b5a4-ad40c3e922c3
    2022-04-20T07:17:39.7347792Z :: Logging exception with Message:The operation has timed out
    2022-04-20T07:17:39.7347792Z :: Logging exception with Message:The operation has timed out
    2022-04-20T07:17:39.7347792Z :: Retry nr. 2 after delay 00:00:00.2000000ms due to exception NullReferenceException.
    2022-04-20T07:17:39.9535323Z :: Get request body started for campaign Id = 256fc4ba-79c0-ec11-983f-0022489d7e6b.
    2022-04-20T07:17:39.9535323Z :: Status reason updated to 192350006.
    2022-04-20T07:17:39.9535323Z :: State updated to 0.
    2022-04-20T07:17:39.9535323Z :: StartDate updated to 2022-04-20T07:45:28.0000000Z, EndDate updated to 2022-05-18T09:14:28.0000000Z.
    2022-04-20T07:17:39.9535323Z :: Request properties updated from attribute reader.
    2022-04-20T07:17:39.9691532Z :: PublishContext properties updated from attribute reader.
    2022-04-20T07:17:39.9847815Z :: ContentSettingsId and InternalPublishingTimestamp properties updated on the request model.
    2022-04-20T07:17:39.9847815Z :: Removing SuppressionSegmentDciName and SuppressionSegmentId on the request model.
    2022-04-20T07:17:39.9847815Z :: RequiredConsent and Scope updated.
    2022-04-20T07:17:39.9847815Z :: OwningBusinessUnit updated.
    2022-04-20T07:17:39.9847815Z :: Request configuration value is not present in Organization Configuration. Namespace: Ui; Key: CustomerJourneyCustomFields
    2022-04-20T07:17:39.9847815Z :: Returning default value of type 'System.String, exception thrown when retrieving key 'CustomerJourneyCustomFields' of namespace 'Ui' from organization configuration: Request configuration value is not present in Organization Configuration. Namespace: Ui; Key: CustomerJourneyCustomFields
    2022-04-20T07:17:39.9847815Z :: TimeZone, RequestId and CustomFields updated.
    2022-04-20T07:17:39.9847815Z :: Retrieving systemuser entity with systemuserid = c6abe83a-bd46-ec11-8c62-000d3ab8e9ae.
    2022-04-20T07:17:40.0004086Z :: Retrieving AADUserId on the request model - user has 2 attributes.
    2022-04-20T07:17:40.0004086Z :: Using endpoint alias: OutboundMarketing, using default: True.
    2022-04-20T07:17:40.0941559Z :: Making call to service using method POST with CorrelationId: 99e437b1-b4d2-43a4-b5a4-ad40c3e922c3

    Activity Id: a23e6ebf-6bc0-498e-b5f9-95d6ccd0d134

    And this is shown on the live customer journey now pastedimage1650439882556v1.png

  • Newmayer2384 Profile Picture
    Newmayer2384 2 on at
    RE: Dynamics Customer Journey E-Mail blocked due to "Contact deleted" reason

    Hey Nya ,

    I did two journeys with the same contacts but this time I created a basic segment with Contactid = Contact and it worked.   The same contact wihtin a different segment (different query) wont work.

    Segment that worked with the contact in the journey:

    pastedimage1650442316961v1.png

    Segment with the same contact within the journey where the emails get always blocked:

    Maybe this has something to do with the custom entity? Both segments have the same contact in it, yet this segment always results in a blocked e-mail during the journey

    pastedimage1650442448746v2.png

  • Suggested answer
    Nya Profile Picture
    Nya 29,060 on at
    RE: Dynamics Customer Journey E-Mail blocked due to "Contact deleted" reason

    Hi,

    Sorry for the late reply.

    But as the second segment has filtered out a contact, the issue should not be caused by the custom entity.

    It cannot be reproduced by my side so it is recommended to raise a support ticket for further help.

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