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Count in the segment template library does not match the count when the segment is refreshed in Audience Builder

Knowledge Article Number 000213483
Description
In order for saved segments to automatically refresh counts, there must be a Refresh Count activity created and selected as a step in a program or automation.
Resolution
To resolve, you must ensure that the:

1. Refresh count activity exists.
2. Activity is running in a program or automation.
3. Program or automation completed its last run successfully.


 

Step 1: Check if the refresh count activity exists

 
1. Go to Marketing Cloud Email, go to Interactions | Audience Builder | Refresh Counts.
2. Open an activity by clicking on the activity name.
If there are no activities present, you must create one.
4. Repeat for all activities in the folder until you find either your segment or "Refresh All Segments".
3. Look at the Segment Definition field to confirm if it is the segment that has not been refreshed, or if it displays "Refresh All Segments".

If there are no activities present or if none of the activities refresh your segment, then one must be created. See Audience Builder Activities for more information.

 

 

Step 2: Check if the activity is running in a program or automation



Once the activity has been created, confirm that it is currently running in either the nightly Audience Builder refresh program or automation, or that it is running in a separate program or automation.  If it is not in a program or automation, either one will need to be created or it needs to be added to the nightly refresh program.
 

 

Verify whether the activity is present in a program


1. In Marketing Cloud Email, go to Interactions | Programs | Audience Builder.
If there is no Audience Builder folder, proceed to the next section Check if the Activity is Present in an Automation.
2. In the list of programs, click on the name of the program that ends in AB nightly refresh.
This program should be running on a schedule (the Next Occurrence field will show a date and time).
3. Look through the list of activities in the program to identify if the Refresh Counts activity is present.  It will be near or in the last step of the program if it is present.

Tip: Copy the name of the activity to your clipboard by pressing Control + C (Windows) or Command + C (Mac), then search for the activity name on the page using your browser's find function: press Control + F (Windows) or Command + F (Mac) to bring up the find window. Click in the text field and press Control + V (Windows) or Command + V (Mac), then press Enter.

4. If the nightly refresh program does not have this activity in a step return to the list of programs in the Audience Builder folder, and repeat step 3 for each.
   

Verify whether the activity is present in an automation

 
1. Go to Marketing Automation | Automation Studio.
2. In the search box, enter AB Nightly Refresh.  Click the magnifying glass to search.
3. In the list of automations that appears, click the name of the automation that ends in AB nightly refresh.
4. Click the tab labelled Workflow.
5. Look through the list of activities in the automation to identify whether the Refresh Counts activity is present.  It will be near or in the last step of the program if it is present.
 
Tip: Copy the name of the activity to your clipboard by pressing Control + C (Windows) or Command + C (Mac), then search for the activity name on the page using your browser's find function: press Control + F (Windows) or Command + F (Mac) to bring up the find window. Click in the text field and press Control + V (Windows) or Command + V (Mac), then press Enter.
6. If the nightly refresh program does not have this activity in a step return to the list of automations and repeat step 5 for each.

 

 

Step 3: Check if the automation or program completed its last run successfully

 

Verify whether the program completed its last run successfully

 
1. In Marketing Cloud Email, go to Interactions | Programs.
2. Go the the folder in which the program resides.
3. Check the box next to the name of the program.
4. Click View Activity in the menu bar.
5. The history screen will show previous runs of the program.  The status field will indicate whether the program was stopped by a user, completed, or returned an error.
 
  • If the program was stopped by a user, run the program again.
  • If the program completed, or returned an error, and you need additional assistance, contact Marketing Cloud Support.
 
 

Verify if the automation completed its last run successfully


1. Go to Marketing Automation | Automation Studio.
2. Find the automation.
3. The Progress field will show whether the last run of the automation is still in progress, stopped by a user, completed, or returned an error.
 
Automation Status
Action
In Progress
Allow the automation to finish running
Stopped by a user
Run the automation again
Completed
If you need additional assistance, contact Marketing Cloud Support
Returned an error
The Progress field will indicate in which step in the workflow the error occurred.  If you are unable to determine why the error was returned, or if you need further assistance, contact Marketing Cloud Support.
 

Related topics

Programs
Defining an Automation
Define an Automation Schedule
 




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