Troubleshooting Guide for Segment Population Count for Marketing Cloud Next

Scenario 1: The Identity Resolution ruleset may be in an error state.

Troubleshooting Steps:

1. Go to Data Cloud.
2. Click on “Identity Resolution.”
3. If the IR is in an error state, it indicates that no Unified Individual records are being created, resulting in reduced segment population.
4. Ensure that you have a running IR.

Additional Resources: You can verify the Individual and Unified Individual records using the “Data Explore” option. To do so, please follow below steps:

Data Cloud → Data Explore → Data Model Object → Individual

Once you have the Individual Id, you can repeat the steps for Unified Individual records based on Ruleset ID if any.

Scenario 2 : The segment rules were modified but not published.

Troubleshooting Steps:

1. Navigate to Data Cloud.
2. Click on “Segmentation.”
3. Check the “Last Modified/Updated” and “Last Published” date for the segment. If there’s a mismatch, please publish the segment to align it with the new Unified Individual records based on the updated criteria.

Additional Resources: To verify the newly matched Unified Individual records, go to the “Processing History” tab to see how many records matched the segment.

Scenario 3: The wrong Object was Selected during the Segment Creation step

Sometimes you may have multiple Identity Resolution rules for the Individual object. If that is the case, you will need to ensure you are selecting the correct Unified Individual in the Segment On dropdown when creating the Segment initially. First navigate to your Identity Resolutions tab and note down the value in the Ruleset ID column for the Identity Resolution you want to base your Unified Individual from. Then when creating the Segment, in the Segment On dropdown, select Unified Individual [Ruleset ID value]. Please note that in this Segment On dropdown, the selection that says Unified Individual refers to your Identity Resolution that has a null Ruleset ID value.