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Media Vendor Sync Errors

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Summary

Media Vendor Integration (MVI) errors may occur during Send or Receive from Media Vendor when Box+Dice is unable to successfully exchange data with the connected media vendor. These errors can be caused by vendor-side API limitations, authentication issues, listing validation failures, missing data, system outages, or configuration problems.

Overview

When a user performs a Send to Media Vendor or Receive from Media Vendor action, Box+Dice communicates with the media vendor's platform through an integration (API).

If an issue occurs during this communication, Box+Dice may display an error message returned by either the media vendor or the integration layer itself. Error messages can vary depending on the vendor and the operation being performed.

In this article we wil cover the various known errors and resolutions

 

Exception: 'Unkown error (status code 403): API call failed since (daily) message quota exceeded

This error message suggests that the integration between Box+Dice and the Media Vendor API/service successfully started processing the receive action, but then hit a usage limit imposed by the external system.

<Message>
API call failed since (daily) message quota exceeded
403 Forbidden
daily message quota exceeded
</Message>
A 403 in this context usually means the API credentials are valid, but the account has exceeded its allowed daily transaction/message limit.

Common causes

  • The media vendor's API account has a daily usage cap.
  • A large number of listings were processed that day.

Resolution

Wait a few minutes and retry the action. Confirm whether the issue is affecting multiple listings or only a specific listing. Check if the Media Vendor has reported any known incidents or outages. Attempt the send or receive again at a later time. 

If the error continues for an extended period, contact the Media Vendor for further investigation.

Media Vendor may be down (HTTP error - code:500 message:Internal Server Error

This error occurs when a Send to Media Vendor or Receive from Media Vendor action encounters an unexpected error on the Media Vendor's side. It indicates that the vendor's system was unable to process the request due to an internal issue.

<Message>
Media Vendor may be down
(HTTP error - code:500 message:Internal Server Error)
</Message>

Unlike validation errors (such as 400 Bad Request), a 500 error does not usually indicate a problem with the listing data being sent from Box+Dice.

Common causes

  • Temporary Media Vendor system outages.
  • Vendor API service interruptions.
  • Backend processing failures.
  • Database or infrastructure issues on the vendor's platform.
  • Unexpected errors during listing validation or processing.

Resolution

Wait a few minutes and retry the action. Confirm whether the issue is affecting multiple listings or only a specific listing. Check if the Media Vendor has reported any known incidents or outages. Attempt the send or receive again at a later time. 

If the error continues for an extended period, contact the Media Vendor for further investigation.

Media Vendor may be down (HTTP error - code:400 message:Bad Request

This is a generic message received in the UI, to understand the full error, Log XML Request/Response must be enabled by BD Support to get the uploaded_listing_response_xml. This contains the error data
 
<Message>
Processed 0 Properties. 1 Invalid Campaign,Campaign errors: Campaign contacts is invalid
</Message>
This indicates that the listing was not processed because the campaign contact information supplied with the listing was invalid. Update the Vendor on the listing to match with the information from Media Vendor

Exception: 'Error while downloading images: Required Fields Missing'

This error relates to the Media Vendor credentials of the User attempting to do a Send.

<error>Required Fields Missing</error>
 
To fix this issue, go to Staff Profile - Edit - Login and update the MV Username and Password to the correct credentials.

Unknown error code: Update Failed. Missing Category

This error occurs when the Media Vendor rejects a listing because a required property category or property type value is missing from the listing data.

The following error may be displayed when sending a listing to a Media Vendor:

Unknown error code: Update Failed. Missing Category
The vendor was unable to process the listing because a required category field was not supplied or could not be mapped correctly.

Common Causes

The most common cause is a missing or invalid Property Type value within the listing.

Other required property classification fields may also be incomplete.

Resolution

  1. Open the listing in Box+Dice.
  2. Edit the Property Details section.
  3. Review all property classification fields.
  4. Ensure all mandatory fields have valid values.
  5. Save the listing.
  6. Re-send the listing to the Media Vendor.

Unknown error code: Update Failed. Auth Failed

This error occurs when the Media Vendor rejects the authentication credentials supplied during the listing upload process.

This error is typically caused by invalid credentials stored within the Media Vendor integration configuration.
Unknown error code: Update Failed. Auth Failed

The Media Vendor could not authenticate the account used to submit the listing.

Common Causes

The most common cause is an incorrect Media Vendor username or password.

Other causes may include:

  • Expired credentials
  • Disabled user account
  • Changes made directly within the Media Vendor platform
  • Invalid office or account permissions

Resolution

  1. Enable Media Vendor logging.
  2. Attempt the send again.
  3. Review the generated logs and locate the uploaded listing XML.
  4. Use the credentials configured for the integration to test logging into the vendor platform.
  5. If the login fails, the client should contact the Media Vendor to confirm their current credentials.
  6. Once credentials have been verified or updated, retry the send.

Exception: undefined method 'to_xml' for nil:NilClass

This error occurs when a listing agent referenced in Box+Dice cannot be found within the Media Vendor's database.

Although the error message appears technical, it commonly indicates that Box+Dice could not retrieve a valid agent record from the Media Vendor.

Exception: undefined method 'to_xml' for nil:NilClass
 
Common causes

The listing contains an agent who does not exist within the Media Vendor platform.

Resolution

  1. Review the agents assigned to the listing.
  2. Confirm that each agent exists within the Media Vendor system.
  3. Remove any invalid agents from the listing and retry.
  4. Alternatively, add the missing agent to the Media Vendor platform.
  5. Re-send the listing.

Sorry your media vendor does not allow you to upload this listing

This error occurs when the Media Vendor rejects the listing because required campaign users, agents, or advertising consultants cannot be validated.

This is a generic vendor response and can be caused by several permission or user configuration issues. This is often encountered when users work across multiple offices and do not have the required CampaignTrack office access configured.
 
Sorry your media vendor does not allow you to upload this listing
 
Common causes
  • The Advertising Consultant does not exist within the Media Vendor.
  • The assigned agent does not exist within the Media Vendor.
  • CampaignTrack user permissions are incorrect.
  • CampaignTrack toggle access has not been enabled for the required office.

Resolution

  1. Verify all Advertising Consultants exist within the vendor platform.
  2. Confirm all assigned agents exist within the vendor platform.
  3. For CampaignTrack integrations, verify the user belongs to the listing office.
  4. If the user belongs to another office, confirm that Toggle access has been enabled in CampaignTrack.
  5. Retry the listing upload.

Exception: Unknown error (status 413): The data content of this exceeds the allowed maximum (10240 bytes)

This error may not accurately describe the underlying issue. In RedHQ integrations, email mismatches are a common cause.

Although the message refers to data limits, investigations with specific vendors have shown the response may instead indicate invalid consultant information.

Exception: Unknown error (status 413): The data content of this exceeds the allowed 
maximum (10240 bytes)
 
Common causes
  • The Advertising Consultant email address not matching the email address stored within RedHQ.

Resolution

  1. Review the Advertising Consultant assigned to the listing.
  2. Confirm the email address in Box+Dice matches the email address stored in RedHQ.
  3. Update the consultant information if required.
  4. Re-send the listing.

CampaignTrack Specific Errors: Error Code: -16

CampaignTrack could not authenticate the supplied user credentials.

-16
 
Common causes
  • Username does not exist.
  • Password is incorrect.
  • User may not have access to the required office.

Resolution

  1. Verify the CampaignTrack username and password.
  2. Confirm the user account is active.
  3. Check whether the user requires Toggle access to work across multiple offices.
  4. Retry the upload.

CampaignTrack Specific Errors: Error Code: -11

CampaignTrack could not locate the assigned agent. Indicates the selected agent does not exist within CampaignTrack.

-11
 
Resolution
  1. Verify the agent exists within CampaignTrack.
  2. Create the agent if required.
  3. Update the listing agent assignment.
  4. Retry the upload.

Realhub Troubleshooting Notes

Realhub integrations use an authentication model that differs from most Media Vendor Integrations and can be more difficult to troubleshoot.

Unlike traditional integrations that rely solely on a username and password, Realhub includes an additional layer of authorisation.

As a result, authentication issues may not always be obvious from the error messages returned.

Troubleshooting Recommendations

  • Masquerade as the affected user when investigating Realhub issues.
  • Test both Send and Receive actions as the affected user where possible.
  • Review Media Vendor logs for additional authentication details.
  • Confirm the user has appropriate access within Realhub.

Known Requirement

Vendors must contain both a mobile number and email address

For Realhub integrations:

  • Vendor records must contain a valid mobile number.
  • Vendor records must contain a valid email address.

If either field is missing, listing uploads may fail or be rejected by Realhub.

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