Current Known Issues

This article contains information on any current known issues that might affect your use of our product.

See "Resolved Issues for Connect" below for a list of past issues that have been resolved.

Known System Issues for Connect

File Ingestion Delays (6/10/22)

Starting June 3, 2022, LiveRamp has been experiencing delays in completing ingestion of customer data files for Onboarding workflows. Some files ingested after that date will continue to show that they are still processing on the Files page.

We’ve deployed a fix for this issue and are now working through the backlog of files to ingest. We’ll update this article with new information as we get it.

In the meantime, if you have a specific file that you believe needs priority processing, create a support case (see “Using the LiveRamp Community Portal” for instructions).

We apologize for any inconvenience this may have caused you.

Match Report Functionality Not Available (5/16/22)

The ability to generate a Match Report from the Files page is currently unavailable.

We hope to have this issue resolved in the near future.

If you have an urgent need to generate a Match Report, create a support case that includes the audience name, file name, and date of upload (see "Using the LiveRamp Community Portall" for instructions).

The past issues listed below have been resolved.

Files Page Not Displaying More Than 50 Files (5/16/22)

Note

Update 5/19/22: This issue has been resolved.

The Files page table is only currently able to display the 50 most recent files in the audience. We hope to have this issue resolved in the next two weeks.

Issues with Connect Page Loading (4/26/22)

Note

Update 4/26/22: This issue has been resolved.

Connect is currently experiencing issues with pages loading slowly or displaying errors for some customers. We are working as quickly as possible to resolve this. We thank you for your patience.

Apache Log4j Vulnerability and LiveRamp’s Response (12/16/21)

As you might be aware, an Apache Log4j utility security vulnerability was made public on December 9, 2021, impacting various networks and organizations that rely on remote code execution.

LiveRamp is committed to maintaining the security of our systems and the data privacy of our partners and customers. As part of our proactive response, we have conducted the following operations:

  • Setting up exploit detection

  • Identifying impacted systems

  • Implementing mitigating controls

  • Applying relevant patches as they become available

LiveRamp’s remediation efforts as of December 16, 2021, have included the following:

  • Updated all external-facing applications to a version not vulnerable to Apache Log4j.

  • Contacted critical third-party vendors and service providers to assess risks and status of log4j patches as relevant to our environment. Responses have been positive to date.

  • Engaged third-party pentesters (who perform penetration tests) to get an independent evaluation of external perimeter security. No issues have been found.

  • Enhanced network defense configurations. External applications and resources are protected by security tools and controls.

  • Continuing to monitor and scan network, code, and container environments for this vulnerability.

If you have any further questions, please feel free to reach out to customersecurity@liveramp.com. As we have more updates, we’ll post those in this article.

Issues Validating Entity/Advertiser IDs in Google DV360 (3/31/22)

Note

Update 3/31/22: This issue has been resolved.

We have identified an issue with our entity/advertiser id validation through the Google DV360 integration that is preventing any updates to destination account configuration as well as preventing new destination account creation for the Display & Video 360 integration (no other Google integrations are impacted). All current destinations account are delivering data as expected. 

When experiencing this error you will see this message:

"Uh-oh, it looks like you have not yet granted access to LiveRamp in Google’s platform. Please contact your Google representative, confirm you have granted access to LiveRamp, and try again."

You do not need to take any action at this point. We hope to have this issue resolved in the near future and will update this article as the status changes.

Issues Enabling Segments in the Data Marketplace (3/9/22)

Note

Update 3/9/22: This issue has been resolved.

We are experiencing an issue that is impacting the enablement of segments in the Data Marketplace. Currently, customers are not able to enable Data Marketplace segments in Connect (the Enable on Data Marketplace button is either greyed out or spins when clicked). Also, the review and approval process is delayed for segments that are in the review pipeline.

We are actively working on fixing the issue and will update this article as we get more information.

Facebook Matching Issues for Customers in France and the UK (2/25/22)

For Facebook customers utilizing our FR integration (for French data) and our UK integration (for UK data) and who made distributions in the period from January 14 to February 17, the match counts displayed at Facebook are based on outdated information. We're working with Facebook to resolve this issue.

As we get additional information, we will update this article with an estimated resolution timeline.

Delivery Delays to Facebook (2/9/22)

Currently, LiveRamp is experiencing delivery delays to Facebook. You can still create new Facebook destination accounts or add segments for distribution to existing Facebook destination accounts in Connect, but deliveries will be delayed until this issue is resolved.

As we get additional information, we will update this article with an estimated resolution timeline.

Delivery Delays (1/17/2021)

Starting in the evening on Saturday, January 15th, LiveRamp began to experience delivery delays affecting Data Activation destination platforms and our Measurement product. Our engineering team has resolved the issue, and we are working through the delivery backlog as quickly as possible. New distributions are not materially affected.

Delivery Delays to Some Platforms (12/24/21)

Note

Update 12/30/21: New data deliveries to Facebook and Pinterest, and new first-party data deliveries to MediaMath, are no longer delayed.

LiveRamp is currently experiencing refresh data deliveries delays to the following destination platforms:

  • Facebook

  • Pinterest

  • Amazon

  • MediaMath (Data Marketplace data only)

New data deliveries to these platforms are not delayed.

You can still create new destination accounts or add segments for distribution to existing destination accounts in Connect, but refresh data deliveries to these destinations will be delayed until this issue is resolved.

While you may see refresh data deliveries delayed when viewed within Connect, we aren’t expecting any impact to these destinations as users are still being refreshed before they expire at end platforms.

We are increasing delivery speed where possible and actively monitoring our delivery pipeline to track progress. As we get additional information around when these delays will be resolved, we will update this article.

Some FBR File Processing and Deliveries Delayed (11/19/21)

Note

Update 11/24/21: This issue has been resolved. All backlogged processing and deliveries have been completed.

The processing and delivery for some File-Based Recognition workflow (FBR) files might be taking longer than expected. Our Engineering team is aware of the issue and working to resolve it as quickly as possible. We will update this article when we have more information.

Amobee Delivery Issues (11/16/2021)

Note

Update 11/16/21 at 12:30 pm PT: The delivery issues have been resolved and we should be able to complete any backlogged deliveries within the next day.

On Wednesday, November 15, LiveRamp began to experience delivery issues to Amobee, and segments added to Amobee destination accounts now remain “queued”.

In the meantime, segments can be added to Amobee destination accounts and will be automatically delivered once the issue is resolved. We will share a timeline for resolution in this article once it is available, and we thank you for your patience.

LiveRamp Applications Unavailable (11/16/21)

On Tuesday, November 16, starting at approximately 9:50 am PT, the following LiveRamp applications and services were unavailable:

  • Connect Distribution API

  • Safe Haven

  • Advanced TV

  • LiveRamp documentation sites

The issue was resolved at approximately 10:10 am PT, and all LiveRamp applications and services are now available. If you continue to experience issues accessing any LiveRamp applications, create a support case in the LiveRamp Community portal.

StackAdapt Delivery Delays (10/5/21)

Note

Update 10/26/21: The backlog is now resolved for new data deliveries. The backlog for refresh data deliveries should catch up in the next few days.

LiveRamp is currently experiencing delivery delays to StackAdapt. You can still create new StackAdapt destination accounts or add segments for distribution to existing StackAdapt destination accounts in Connect, but deliveries will be delayed until this issue is resolved.

As we get additional information, we will update this article with an estimated resolution timeline.

Some Segments Not Being Delivered (10/5/2021)

Note

Update 10/12/21: The underlying issue affecting segment delivery has been resolved, and new segments distributed to destination accounts are now being automatically delivered to destination platforms.

We are continuing to work through the backlog and redeliver old segments that were affected by this issue so you may still see some segments with a status of “queued”. If you have any high-priority segments that continue to show a queued status, you can create a support case in our LiveRamp Community portal and we will manually prioritize delivery of them.

LiveRamp is experiencing an issue where a portion of segments distributed to destination accounts are not delivering to destination platforms. These segments can be identified because their delivery status indefinitely remains “queued”.

We have identified the underlying cause of this issue, and are working to develop a fix. In the meantime, if you have any segments that show a queued status for more than 48 hours, create a support case in our LiveRamp Community portal and we will manually initiate delivery of these segments.

We will update this article with a timeline for resolution once it is available. Thank you for your patience.

Facebook Outage (10/4/21)

Note

Update 10/4/21 at 4:00 pm PT: The issue with Facebook has been resolved. We have resumed delivering data to Facebook, and we are monitoring for any backlogs caused by the failed deliveries.

Facebook is currently experiencing an outage affecting all of its social media platforms. As a result, all deliveries to Facebook are currently failing. At this time, LiveRamp is unable to provide a workaround to deliver to Facebook or expedite specific deliveries.

Once this issue is resolved, all failed deliveries will be automatically restarted. We will provide an update in this article with an estimated timeline for resolution once it is available. Thank you for your patience.

Page Loading Issues (9/22/21)

Note

Update 9/22/21 at 5:00 pm PT: The page loading issues have been resolved.

Connect is currently experiencing issues with pages loading slowly or displaying errors for some users. We are working as quickly as possible to resolve this, and hope to have a solution in place by 4:00 pm PT.

As we get additional information, we'll update this article. Thank you for your patience.

Delivery Delays (9/1/21)

Note

Update 9/22/21: Xandr Invest (AppNexus) Data Marketplace new data deliveries are no longer delayed. You may still see delays for refresh data deliveries, but we aren’t expecting any impact from these delays (users are still being refreshed before they expire at the destination).

Note

Update 9/14/21: First-party Xandr Invest (AppNexus) and all Amazon new data deliveries are no longer delayed. Xandr Invest (AppNexus) Data Marketplace new data deliveries, however, continue to be delayed. You may still see delays for Xandr Invest and Amazon refresh data deliveries, but we aren’t expecting any impact from these delays (users are still being refreshed before they expire at the destination).

Note

Update 9/10/21: Facebook and StackAdapt new data deliveries are no longer delayed. You may still see delays for refresh data deliveries to these destinations, but we aren’t expecting any impact from these delays (users are still being refreshed before they expire at the destination).

Note

Update 9/8/21: The affected destination platforms now include Amazon, StackAdapt, and Xandr Invest (AppNexus), in addition to Facebook.

LiveRamp is currently experiencing delivery delays to the following destination platforms:

  • Amazon

  • Facebook

  • StackAdapt

  • Xandr Invest (AppNexus)

You can still create new destination accounts or add segments for distribution to existing destination accounts in Connect, but new data deliveries to these destinations will be delayed by approximately two days until this issue is resolved. Refresh data deliveries will be delayed further, but we aren’t expecting any impact from delayed refresh data deliveries (users are still being refreshed before they expire at end platforms).

We are increasing delivery speed where possible and actively monitoring our delivery pipeline to track progress. New data delivery delays are expected to be resolved by Monday, September 13 and refresh data delivery delays are expected to be resolved by Monday, September 20. As we get additional information, we will update this article.

File Processing Delays for File-Based Recognition Workflow Files Resolved (9/2/21)

As of August 20, the previous processing delays for File-Based Recognition (FBR) workflows have been fully resolved.

Please note that there is no need for you to re-upload any files or take any further actions.

We apologize for any inconvenience the delay may have caused. Based on a post-mortem analysis conducted by our Product and Engineering teams, they concluded the following:

  • On August 3 and 4, the FBR pipeline received a sudden, unexpected volume of files that overwhelmed our backend file processing, resulting in processing delays. While FBR has successfully managed all previous instances of large file influxes, this sudden volume was so large that it resulted in a temporary system processing failure.

  • Our Engineering teams immediately adjusted and monitored processing resource allocations to resolve the issue. As the issue persisted, Engineering teams moved processing to a secondary, redundant system.

  • On August 10, files began processing through the alternate pipeline successfully, and shared multiple broad communications to impacted customers.

  • By August 17, all pending files had been processed, with the exception of a few files that leverage features of the main file processing system that were not available on the secondary system; these files completed successfully through the main system on August 19.

Our Engineering teams have added multiple new control points throughout the FBR pipeline to better allocate resources for processing and are preparing to enable additional pipelines to successfully address higher volumes.

If you have any further questions or need support, please create a case in the LiveRamp Community portal and someone from our team will assist you.

Technical Support Portal Issue Resolved (8/16/2021)

The issue we had earlier today, where the Technical Support Portal was temporarily unavailable, has been resolved and the portal is available again.

Google Data Marketplace Segment Issue Resolved (8/13/21)

The previous issue with Data Marketplace segments in Google, where the segments appeared in Google as having no members, has been resolved. The user lists/segments size are now appearing as intended for the respective segment IDs.

Google communicated that this was an issue with their user interface and the segment sizes were actually populated without any spend impact, and it hasn't impacted the actual list size collection and serving.

System Issues with My Destinations Resolved (7/26/21)

The previous issue where the Your Destination Accounts page was not accessible has been resolved. Any previous distributions are unaffected and no actions are required.