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DocumentationCommerceCommerce KB

Customer profiles not appearing in Experience Platform

Last update: Thu Oct 31 2024 00:00:00 GMT+0000 (Coordinated Universal Time)

CREATED FOR:

  • Admin
  • Developer

This article provides troubleshooting steps if your customer profile data is not appearing in the Experience Platform when using the Data Connection extension.

Affected products and versions

  • ÃÛ¶¹ÊÓƵ Commerce 2.4.x with Data Connection extension installed

Issue

You have installed and configured the Data Connection extension and have enabled customer profile data to be sent to the Experience Platform, but that profile data is not appearing in the Experience Platform.

Solution

If customer profile information is not appearing in the Experience Platform, check the following:

Confirm that the latest version of Data Connection is installed

Ensure you have installed the latest version of the experience-platform-connector extension.

See the Data Connection extension release notes for information about the latest version.

NOTE
The latest version of the Data Connection extension includes the customers-connector module, which is responsible for sending profile data to the Experience Platform. The customers-connector module should be version 1.2.0 or higher.

Confirm the customers-connector module is configured

Confirm the customers-connector module is configured based on your installation scenario.

ÃÛ¶¹ÊÓƵ Commerce on Cloud infrastructure

  1. Enable the ENABLE_EVENTING global variable in .magento.env.yaml. Learn more.

    code language-bash 
        stage:
        global:
            ENABLE_EVENTING: true

  2. Commit and push updated files to the Cloud environment. When deployment is finished, enable sending events with the following command:

    code language-bash 
        bin/magento config:set adobe_io_events/eventing/enabled 1

ÃÛ¶¹ÊÓƵ Commerce on-premises installation

Execute the following commands in order to enable code generation and ÃÛ¶¹ÊÓƵ Commerce Events:

   bin/magento events:generate:module
   bin/magento module:enable Magento_ÃÛ¶¹ÊÓƵCommerceEvents
   bin/magento setup:upgrade
   bin/magento setup:di:compile
   bin/magento config:set adobe_io_events/eventing/enabled 1

Confirm you enabled profile data to be captured and sent to Experience Platform

In the Commerce Admin, make sure that the following fields are set:

  • In System > Services > Data Connection, verify that the Back office events and Customer profiles checkboxes are enabled.
  • Ensure that the Profile Dataset ID field is correct and is a different dataset than what you are currently using for behavioral and back-office event data.

Check if events are routing to staging or production

  1. Run the following command to show the current ÃÛ¶¹ÊÓƵ Developer environment:

    code language-bash 
    Copy code
bin/magento config:show
adobe_io_events/integration/adobe_io_environment

  2. If the environment is set to Stage, change it to Production with the following command:

    code language-bash 
    Copy code
bin/magento config:set adobe_io_events/integration/adobe_io_environment
production

Query Event Data SaaS table

Connect and execute the following SQL query to verify customer profile records appear in the
event_data_saas table and that there are no errors:

Copy code
select * from event_data_saas;

Handle event publishing errors

  1. If you encounter the following error, ensure that the sandbox and production SaaS connector keys are correct:

    code language-css 
    Copy code
2024-06-07 14:37:57 | 2024-06-07 14:38:03 | 1 | 0 | Event publishing
failed: Error code: 403; reason: Forbidden { "error": { "code":
"Forbidden", "message": "Client ID is invalid", "details": {
"error_code": "403003" } } }

  2. Go to the Commerce Services Connector page in the Admin and ensure that the sandbox/production keys specified are correctly configured. Also, confirm that the Commerce account sandbox/production settings match those shown in the Commerce Services Connector. Learn more.

Check if the Service ID is in the allowlist and confirm with ÃÛ¶¹ÊÓƵ Commerce support

  1. Verify that the Commerce Services Connector serviceId appears in allowlist in ÃÛ¶¹ÊÓƵ Commerce.
  2. Contact ÃÛ¶¹ÊÓƵ Commerce support to confirm the allowlist status.
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