Troubleshoot

Check the following:

• To check service availability, go to the service status page. There you can see if there are any current issues and you can subscribe to updates, so you're always informed about the API's uptime and downtime.
• In order to use our SFTP service (sftp.qasemail.qas.com), check that the following IP addresses aren't blocked by your firewall:
  • 167.107.82.46
  • 131.226.245.138

Your SSL certificate might have expired. To manually update your deployment:

1. Get the files: Download ZIP
2. Extract the files.
3. Install Root.crt in the Trusted Root Certificates Authorities Store.
4. Install the following files in the Intermediate Certificate Authorities Store:
   • Intermediate1.crt
   • Intermediate2.crt
5. Install api.experianmarketingservices.com.cer in the Personal Certificate Store.

For further help contact your local support team.

This usually happens due to typos in the supplied username/password. However, if you're confident that you are entering the right details, please contact your local support team.

If you encounter this message, double-check the settings entered while uploading the file. If the problem still persists, please contact your local support team.

This could be the result of a malformed file. Check your SFTP client's message log for further information on why it was rejected. Additionally, if you have email notifications enabled you will receive an email with a description of the error.

Once the file processing has begun, you will not be allowed to delete the file. If you believe the processing has completed and you still can't delete the file, please contact our support team.

This is likely to be due to a failed job. You should receive an email notification that containing a description of the error you've encountered. Errors can be caused by files that:

• are blank
• have the Email header but no content
• have a valid header row but it's not separated by a separator
• have an invalid separator
• have no Email header
• have the same name as a file that's still being processed
• exceeded 2GB file size
• exceeded 1 million record count