How to: Troubleshoot a Sync

Overview

This article helps you diagnose and resolve issues when a media plan sync fails or behaves unexpectedly when syncing from Excel into Advvy.

Media plan sync issues are most commonly caused by:

• Validation or data quality errors

• Incorrect environment or campaign connection

• Out-of-date Reference Data

• Import job failures

Following the steps below will help you identify the root cause and resolve the issue efficiently.

Before Troubleshooting

Before starting, confirm the following:

• You are connected to the correct Advvy environment

• You are connected to the correct Campaign

• Reference Data has been downloaded and refreshed

• The media plan has been saved in Excel

Step 1: Check the Campaign Import Job

Every media plan sync creates a Campaign Import Job record in Advvy.

How to Check

1. Open the Campaign in Advvy

2. Navigate to Related → Campaign Import Jobs

3. Open the most recent Import Job

What to Look For

• Status = Success→ Sync was successful

• Status = Errored → Sync failed and requires investigation

If the status is Errored, review the error messages on the Import Job record. These messages indicate which rows or fields caused the failure.

Step 2: Review and Resolve Validation Issues

Validation issues will prevent a media plan from syncing successfully.

Instead of only checking individual cell errors, start by reviewing the Advvy Data Quality Dashboard within the media plan.

What to Check

1. Review Campaign Information

   • Open the Advvy Data Quality Dashboard tab

   • Review all campaign-level checks and alerts

2. Validate Planned vs Advvy Tables

   • Check that values in the Planned tables align with the Advvy tables

   • Pay particular attention to:

     • Planned vs Advvy totals

     • Any unprocessed rows (these should only exist where expected)

3. Resolve Mismatches

   • If numbers do not align, or data appears missing:

     • Select Refresh All

     • This will reprocess all planned data and correctly populate the Advvy tables

After Resolving Issues

• Confirm that all alerts in the Data Quality Dashboard have cleared

• Save the Excel workbook

Step 3: Refresh Reference Data

Out-of-date Reference Data can cause sync failures or missing values.

What to Do

1. Open Data → Queries & Connections in Excel

2. Locate the Reference Data queries

3. Refresh each query one at a time

If new reference values were recently added (for example in SMD), remember:

• Master data is refreshed into Advvy overnight

• Reference Data must then be refreshed in Excel

Step 4: Confirm Environment and Campaign Connection

Sync issues can occur if the Add-in is connected to the wrong Campaign or environment.

Check the Following

• Environment URL matches the intended Advvy instance

• Campaign name displayed in the Add-in is correct

If needed:

• Use the Clear icon to disconnect

• Reconnect to the correct Campaign

Step 5: Retry the Sync

After resolving any issues:

1. Reopen the Advvy Add-in

2. Confirm environment and Campaign connection

3. Select Sync Media Plan again

Do not attempt multiple syncs simultaneously.

Common Sync Issues & Resolutions

When to Contact Support

Contact Advvy Support if:

• Import Job errors are unclear

• Sync fails repeatedly after corrections

• Data appears corrupted after a sync

Include the following when contacting support:

• Campaign name

• Import Job ID

• Screenshot of error messages